At Honeycomb Group, our customers are at the heart of everything we do, and this month, we’re delighted to welcome Barbara to our growing community of customer involvement volunteers.
Barbara recently joined one of our repairs scrutiny group sessions to get a feel for what being an involved customer is all about. These sessions bring customers and colleagues together to review services, share experiences, and identify real opportunities for improvement. Reflecting on her first session, Barbara shared that she “enjoyed the session and is looking forward to getting more involved.”
Why customer involvement matters
Customer involvement is about more than feedback, it’s about partnership. It gives customers a genuine voice in shaping the homes and services they rely on every day. Whether it’s improving repairs, influencing policies, or helping us better understand lived experiences, our involved customers play a vital role in driving positive change.
Barbara’s journey highlights exactly why this work matters.
Meet Barbara
Barbara brings with her a wealth of life experience, a strong sense of purpose, and a passion for making a difference.
“I retired last year, after working in the hospital for over 30 years. I used to be part of the team that would sterilise all of the equipment in surgery, so it was an important job, and one where I knew someone’s life would be at stake if not done correctly. So I knew the stakes were high.”
After moving into a Staffs Housing home 16 years ago following a relationship breakdown, Barbara experienced first-hand the support our services can provide.
“It was a big adjustment moving in on my own, after living and being with someone for most of my life, and Staffs Housing supported me and helped me during that process.”
Now retired, Barbara was looking for a way to stay active, engaged, purposeful, and says she found that through customer involvement.
“As I’ve retired now, I want to keep my brain active and busy doing things that keep my brain occupied.”
Inspired to get involved
Barbara’s decision to join was sparked by a positive experience with our Customer Voice team:
“I spoke to Customer Voice Specialist Jayne, and was honestly wowed by the experience I received with her. She was completing tenant satisfaction calls, and I mentioned that I had an issue. I felt with Jayne she not only listened to what I said, but sorted the situation out within no time at all.”
Through that conversation, Barbara learned more about how customers can influence services:
“As part of resolving the situation, she told me that that’s what customer involvement is all about, it’s about listening to the voice of the customer and championing it to improve how we do things keeping the customer at the heart of everything we do. She talked to me about the different opportunities available, and the rest was history.”
Bringing Passion and Experience
Barbara is passionate about ensuring customers feel heard and valued: “I want to improve the customer experience overall, whether its when you call or come to visit at head office, I want all customers to feel like they’re truly listened to and that staff will act on what we tell them.”
She also emphasised the importance of speaking up: “If you don’t tell Honeycomb Group what’s going on, they’ll never know and will never be able to act on the issue.”
With 16 years’ experience as a customer, she understands services from the inside out: “As customers we know these services inside and out because we live them each and every day.”
Her professional background also brings a strong sense of accountability and high standards: “Something I’ve always been passionate about is doing something with purpose and passion. In my last job things had to be done properly or there could be real serious life changing consequences. I want to give this my all, but also instill that same passion and commitment, that things need to be done to a high standard because this is people you’re dealing with at the end of the day.”
And with experience facilitating training, she’s excited to contribute in group settings: “I used to facilitate training when I worked at the hospital, so working in groups like this and with others, is something that comes naturally to me, and I’m excited to use my experience and skills to have an input.”
A community of voices
Barbara’s story is just one example of the many customers who choose to get involved with Honeycomb Group. Our involvement opportunities are flexible and varied—whether you want to join a scrutiny group, share feedback, take part in surveys, or help shape services, there’s something for everyone.
For Barbara, it’s also about connection and personal fulfilment: “This is something for me, to meet new people, have my input, and stay active and focused.”
Have your say
If you’re inspired by Barbara’s story and want to make a difference, we’d love to hear from you.
You can join a community of customers helping to shape services, improve experiences, and ensure every voice is heard.
📧 Email: Jayne.Tilolo@honeycombgroup.org.uk
📞 Call: 01782 744533
🌐 Visit: www.honeycombgroup.org.uk/involvement
Together, we can continue to build services that truly reflect the needs and experiences of our customers.
