Your experiences and feedback help us understand what’s working, what needs to change and what matters most to you.
Our Customer Assurance Group (CAG) is one of the ways customers can have a direct say in how we work. The group meets regularly with colleagues and leaders from across Honeycomb Group to ask questions, challenge us, share their experiences and help shape our services.
At their latest meeting, customers discussed everything from complaints and colleague conduct to the information we share with you. Here’s what they’ve been helping to influence.
Taking the customer voice beyond Honeycomb Group
Vice Chair Wendy shared an update from an event she recently attended alongside our CEO, Julie.
Speaking as part of a session about ‘Partnerships in practice: finding success through customer engagement’, Wendy shared her own experience of being a Honeycomb Group customer and getting involved.
She spoke about how important it is to be able to share her experiences, have a voice and, most importantly, know that what she says is being heard and listened to.
It was a great opportunity to take the customer voice outside of Honeycomb Group and show others how working alongside customers can help organisations make better decisions.
Representing customers at Board
CAG Chair Barry also updated the group following his attendance at a Honeycomb Group Board meeting.
Barry’s involvement helps create a direct link between customers and our Board, giving him the opportunity to hear about the decisions and discussions taking place and bring the things that matter to customers into the conversation.
At the CAG meeting, Barry was then able to share an update with customers on the things they needed to know.
Turning complaints into learning
Customers heard about the latest themes we're seeing through complaints, including how many complaints are being resolved at different stages.
But the conversation wasn’t just about numbers.
The group looked at what customers are telling us through their complaints, what we're learning from them and how that feedback is being used to improve our services.
Complaints give us an important opportunity to understand where things haven't gone as they should. By discussing these themes with CAG, customers can challenge us on what we're doing differently as a result.
Helping shape how our colleagues work with you
Following previous conversations with customers about colleague conduct and behaviours, the group were shown a new framework setting out the standards and behaviours expected from our colleagues.
This is a great example of your voice leading to action. Customers told us what was important to them when dealing with our teams, and that feedback has helped inform how we set expectations for the way colleagues work with and support you.
Deciding what goes into your annual report
We also asked CAG to help shape this year's Annual Report to Customers.
Rather than us deciding what we think you want to hear about, customers told us what information matters to them and what they want to know about our performance and services.
Their feedback will now help us decide what goes into the report, how we present it and how we make the information clear and useful for you.
Making STAIRs information work for you
Customers also heard about new Government requirements called Social Housing Tenants Access to Information Requirements (STAIRs), which are designed to make it easier for you to access information about your landlord and the services you receive.
We shared our proposed customer communications with the group and asked them to tell us whether the information was clear, useful and gave customers what they needed to know.
Their feedback is helping us shape how we communicate STAIRs with you and make information about your home, tenancy and our services easier to access.
Your voice makes a difference
These conversations are just some of the ways customers are influencing what happens at Honeycomb Group.
From shaping colleague behaviours and improving how we learn from complaints, to deciding what information we share with you, customers are helping us make decisions and improve services.
And we want more of you to be part of it.
Want to have your say and help shape our services?
Find out more about getting involved with Honeycomb Group and the different ways you can share your views with us here
