Hello everyone,
I’m Barry, a Honeycomb Group customer and Chair of the Customer Assurance Group (CAG), a group made up of customers like you, working alongside Honeycomb Group to make sure our voices are heard and help shape the services we all rely on.
Each month, I like to share what’s been happening across the group, the conversations, feedback, and improvements we’re helping to make, all with one goal in mind: creating happy homes and thriving futures for everyone.
An update on repairs: a great start from our new contractor LC Construction
At the end of August, our Repairs Focus Group met to look at the first round of customer satisfaction feedback for Honeycomb Group’s new repairs contractor, LC Construction.
We were absolutely delighted to see 100% customer satisfaction so far! It’s early days, but it’s a fantastic start and a big step forward in making sure repairs are done well and on time.
The group will continue to review updates every month to make sure standards stay high and that your feedback keeps shaping how repairs are delivered.
We’re keeping an eye on the key areas that matter most to customers:
- Overall satisfaction with repairs
- Time taken to complete repairs
- Quality of the work carried out
You said, we did: clearer communication about finances
In early September, our Scrutiny Group came together to look at how financial information is presented to customers, as well as to review Honeycomb Group’s Annual Report video.
After sharing feedback, we’re pleased to say that changes have been made to make the video clearer and easier to follow, a great example of you said, we did!
The group also looked at how we can make financial information more transparent. Customers told us they’d like to understand more about where rent money goes and how it’s used to maintain homes and services.
As a result, the group has recommended:
- Including more information about how rent money is received and spent, especially when rent increases are communicated.
- Adding a question-and-answer page to the website to explain key points in a simple way.
- Publishing a user-friendly statement of accounts, so customers can see exactly how their rent supports the work Honeycomb Group does.
This is all part of our shared commitment to clear communication — making sure every customer feels informed, listened to, and valued.
Working together with volunteers
On 4th September, myself and the two Vice Chairs, Wendy Ferns and Ken Owen, joined the Volunteer Steering Group meeting with Honeycomb’s Customer Voice Specialist. It was great to meet other volunteers and see all the different ways people are helping to improve services.
It really highlighted the care, respect, and fairness that sit at the heart of Honeycomb Group, and the passion customers have for making a difference.
Sharing updates across the Group
Later that same day, we attended the Customer Service Committee meeting to share updates from the Customer Assurance Group and our Focus Groups.
This ongoing collaboration between customers and colleagues helps make sure your feedback, whether about repairs, communication, or fairness, continues to influence decisions across the organisation.
Looking ahead
Every meeting and every conversation helps us make real, lasting change — and it’s all thanks to you.
As a fellow customer, I’m proud of the difference we’re making together. By sharing our views and experiences, we’re helping Honeycomb Group continue to build happy homes and thriving futures for everyone.
Thank you for reading and for being part of the journey.
Until next time,
Barry Russell
Chair, Customer Assurance Group
(and proud Honeycomb Group customer)
Do you want to help shape or inform our services? We’d love to hear from you!
📞 Call us on 01782 744533 or
📧 Email involve@honeycombgroup.org.uk
