March has been another busy month for Customer Voice Specialist Jayne Tilolo, continuing her work to make sure customers are heard, listened to, and involved in shaping services.
A big part of this has been supporting our involved customer groups. Following on from February, both the Customer Assurance Group (CAG) and the Repairs Focus Group have been busy getting stuck into key topics and sharing their views.
Back in February, the Customer Assurance Group met to go through updates on Q3 complaints and the customer voice report. They were also introduced to the proposed Customer Voice Strategy Action Plan and gave their feedback to help shape what comes next. On top of that, they heard updates from teams across the organisation including Finance, ASB, Comms, Rubbix and customer standard grading, helping to keep everything open and transparent.
The Repairs Focus Group also had a packed session, covering things like the repairs contract, damp and mould, and property-related complaints. They met Stephen Wright, who shared updates on the Investment and Decency Programme, and heard from the Health and Safety Manager about scheme walkabouts. One really positive change is the introduction of an open forum at the end of meetings, giving customers the chance to raise what matters most to them. The group also discussed changing meeting times to make it easier for a wider range of customers to attend, especially those balancing work, childcare or caring responsibilities.
There’s also been plenty of hands-on involvement. Ken Owen, CAG Vice Chair and Voids Inspector, attended a void inspection at Bradeley Village, sharing how valuable it is to visit different schemes and check standards are being maintained. Wendy Ferns has also been out and about, carrying out inspections including a follow-up visit and a new inspection at Paragon Court, helping to make sure homes are ready to let and up to standard from a customer perspective.
Customer reps have also been getting involved beyond our organisation. In March, some members also attended the VAST Volunteer Voices Forum at the Dudson Centre, where they connected with other volunteers across the city and even spent some time focusing on mindfulness, something a bit different but really valuable.
Building on that, CAG Vice Chair Ken also attended a National Housing Federation (NHF) event in London focused on Equality, Diversity and Inclusion (EDI). Jayne supported and encouraged him to take part, helping to make sure customer voices are represented in important national conversations.
Two members of CAG also attended the Customer Services Committee meeting, helping to make sure customer feedback continues to feed directly into decision-making.
Alongside all of this, Jayne has been working closely with the Communications team to look at new ways of reaching more customers and hearing a wider range of voices. There’s more to come on that soon, so watch this space.
Reflecting on the month, Jayne said:
"March has been a great example of what we can achieve when we really listen to our customers and create opportunities for them to get involved. Whether it’s through groups, events or inspections, it’s all about making sure their voices genuinely shape what we do."
All in all, it’s been another positive month, full of collaboration, new ideas, and making sure the customer voice stays right at the heart of everything.
Want to find out how you can get involved? Get in touch with Jayne:
Jayne.Tilolo@honeycombgroup.org.uk
01782 744533
www.honeycombgroup.org.uk/involvement
