At Honeycomb Group, we believe the best way to improve our services is simple: listen to our customers, learn from what they tell us, and keep them involved every step of the way.
For Wendy, Chair of our Customer Assurance Group, that belief isn’t just something she helps to shape, it’s something she experiences first-hand as a customer living in our homes.
Wendy has been Vice Chair for over six months, and in that time, she’s seen just how powerful the customer voice can be.
“I feel so involved, I’m appreciated, and have more of a say. I’m not just part of the furniture, but I’m part of what’s happening, and the key decisions being made at Honeycomb Group, and that’s so exciting.”
Being part of the group has helped her build confidence and given her a real sense of ownership. From contributing to key decisions to taking part in recruitment for leadership roles, Wendy has seen how customers can influence meaningful change.
“My proudest moment was being able to attend Chair role interviews. Knowing we could be part of the process and influence the decision on who will work with us is fantastic.”
For Wendy, who is also a carer, the role is about more than involvement - it’s her own space to grow, learn and thrive.
Learning through experience
In January, Wendy experienced an issue with her heating system. Her home uses an eco-heating system with a heat pump, which is more complex than a standard boiler.
Wendy reported the issue straight away and stayed in touch with the team as work progressed. A number of contractors attended to fully understand the system and identify the best long-term solution.
It became clear that the most effective way forward was to replace the system entirely, ensuring a more reliable, efficient setup for the future.
While this took a little longer than expected, Wendy’s feedback played an important role in helping shape communication and progress along the way.
“I did raise a complaint at first, as it was taking longer than expected, but once everything was explained and I saw the outcome, I felt really happy and withdrew it.”
Our teams listened, responded, and worked together to deliver the right solution, not just a quick fix, but one that would make a lasting difference.
The result is a brand-new heating system, improved radiators designed to better heat each room, a quieter home environment, and lower energy costs.
“It’s now so quiet, lovely and warm, and the best part is, my heating bill is already lower.”
The difference people make
Throughout the experience, what stood out most to Wendy was the people involved.
“Every single person who came was very respectful and tidy. They were efficient and did such a high standard of work.”
From customer service teams to contractors on site, the focus remained on doing the right thing and delivering a positive experience.
Turning listening into action
Wendy’s experience reflects what we aim to achieve at Honeycomb Group: listening to customers, learning from their experiences, and using that insight to continually improve our services. By working together, we can shape better outcomes and make a real difference.
As Wendy puts it, “Them listening to me made the biggest difference, just knowing what I was saying was being listened to, and the issue was getting resolved.”
A shared commitment
Stories like Wendy’s show the value of listening, learning and working together. By continuing to build strong relationships with our customers, we’re not just improving services, we’re creating homes where people feel comfortable, supported and heard.
Wendy is passionate about the importance of customer feedback, something shaped by her previous role as a Customer Experience Leader at McDonald’s. Through that experience, she understands how vital it is for organisations to hear directly from the people they serve, not just when things go wrong, but when things go right too.
As Wendy explains, if we don’t know about an issue, we can’t respond, improve, or put things right. Feedback gives us the opportunity to act, learn and make positive changes that benefit everyone. And as Wendy says: “I really wanted to get in touch to let the team know when something had gone right for me.”
Because every piece of feedback helps us learn, and that’s something we’ll always listen to.
Find out more about how we’re using your feedback to drive change here: www.staffshousing.org.uk/yousaidwedid
