This month, customers across Honeycomb Group have continued playing a huge role in helping shape homes, services and decisions that matter most to the people who live in our communities. From inspecting empty homes to reviewing complaints performance and helping plan volunteer events, customer voice has remained at the heart of everything we do.
Our Customer Void Inspectors visited two empty properties in Newcastle-under-Lyme and Fegg Hayes this month, helping check homes before they are re-let to new customers. Customers were able to compare properties in very different conditions, helping give valuable feedback on the standards people should expect before moving into a new home. Barbara shared: “It’s amazing how different the condition of properties can be when they go into void. I really enjoy being part of the process and it’s interesting to see how much work can be needed before a property is ready for a new customer.”
The Customer Assurance Group also met this month to discuss a range of important topics including complaints performance, customer voice feedback, the Renters Rights Act, allocations and lettings, tenancy agreement reviews and updates to neighbourhood services. The group continue to play a vital role in influencing decisions and making sure services are shaped through a true customer lens. Wendy, Vice Chair of the group, said: “I love being part of every meeting I attend and being part of making things better for Honeycomb Group customers.”
Our Customer Scrutiny Group met to review complaints performance over the past year, looking at improvements made, customer feedback and future priorities. Customers reflected positively on the changes they’ve seen across services and shared honest feedback on what still matters most to them. Some of the feedback included:
- “You are on the right track.”
- “We feel like we have a voice.”
- “We have no problem reaching out to staff and managers, everyone is approachable.”
The group also agreed to continue meeting yearly to review complaints performance and hold services to account. Following customer feedback and service improvements, Honeycomb Group has now responded to 100% of complaints within the required timeframe during 2025/26, helping ensure customers are kept informed and listened to when issues are raised.
Customer voice has also helped shape how we support and celebrate volunteers across Honeycomb Group. Members of the Customer Assurance Group have been involved in the Volunteer Steering Group, helping plan an upcoming volunteer celebration event, contributing to volunteer newsletters and sharing ideas to ensure volunteers feel valued and appreciated. Wendy also volunteered her time to help create handmade cards for the event. She said: “I love meeting other volunteers and finding out what they do. It’s been great planning this event and helping out. I feel appreciated and that my views are respected.”
Every meeting attended, every property inspected, every piece of feedback shared and every hour volunteered helps make a real difference to homes and services across Honeycomb Group. Thank you to all of our involved customers for continuing to challenge, influence and shape services to help improve the experience for everyone.
Want to help shape homes and services too?
Whether you want to share feedback, inspect homes, join customer groups or simply have your voice heard, there are lots of ways to get involved and make a difference for customers across Honeycomb Group.
To find out more about becoming an involved customer, contact Jayne, Customer Voice Specialist:
📞 01782 744533
📧 Jayne.Tilolo@honeycombgroup.org.uk
