Helping to make sure our homes are quality, affordable places you’re proud to live in, with your help and support.
When a home becomes empty, there’s a lot that happens before someone new is handed the keys. This month, our Customer Void Inspectors have been busy behind the scenes, visiting empty homes to make sure they are safe, welcoming, and truly ready for the next person to move in.
The Void Inspector role was introduced last year and is a voluntary role, made up entirely of customers. These inspectors aren’t paid and they aren’t contractors, they are tenants who generously give their time and use their own experience of living in one of our homes to help improve them for others. Because they know what it feels like to move into a new home, they understand what really matters on day one.
Void Inspectors look at empty homes through a customer’s eyes. They check that properties meet safety and decency standards, but they also focus on the small details that make a big difference, asking themselves a simple but important question: “Would I be happy moving into this home?”
The inspections are led by Customer Voice Specialist Jayne and Void Specialist Helen, who work closely with the volunteer inspectors to complete at least two void inspections every month. Speaking about the role, Jayne said:
“Void Inspectors play such an important part in improving our homes. They bring real customer insight into the process and help us see our properties in a way only someone who lives in one of our homes can. Their feedback helps us raise standards and make sure homes feel ready to live in, not just ready on paper.”
Each inspector is given a local patch, close to their home or community, so they can support homes in areas they know well. When a customer moves out, a Void Inspector visits the property to identify any improvements or repairs needed before it is re-let. Once the work has been completed, they return to the home to make sure everything has been done properly and that the property is safe for someone to move in.
This month, the team completed inspections at an apartment in Longton and an over-50s home in Smallthorne. During the Smallthorne inspection, Void Inspector Ken, who also has previous experience inspecting void properties for a local council, found the home to be in good condition and ready for someone to move straight in.
Reflecting on the visit, Ken said: “I always look at a home as if I was the one moving in. This one was in good condition. It felt clean, safe, and welcoming. There were only a couple of small things to fix, like a window handle, and once that’s done, someone could move straight in without any worries.”
Ken also highlighted positive features that he knows matter to customers, including a working cooker in great condition, carpets that were still in excellent shape, blinds that could be gifted to the next tenant, and a well-decorated, homely feel throughout.
By involving customers in this process, we are able to use real-life experience to improve our homes and services. Void inspections help us focus on what matters most to customers, give peace of mind that homes have been thoroughly checked, and ensure people can move into properties that feel safe, cared for, and ready to become a home.
Once the final small jobs are completed, the home can be viewed and then passed on to its next customer, ready for a new chapter to begin.
This is customer voice in action: customers supporting customers, helping us raise standards, and playing a vital role in making our homes better for everyone.
Want to get involved?
If you’d like to help make a real difference and use your experience as a tenant to improve homes for others, you can get involved as a Customer Void Inspector.
To find out more or express your interest, please get in touch with Customer Voice Specialist Jayne by calling 01782 744533 or emailing Jayne.Tilolo@honeycombgroup.org.uk
