Real voices, real change: a month of listening and doing
An update from Customer Voice Specialist, Jayne
Hi, I’m Jayne – your Customer Voice Specialist here at Honeycomb Group.
My job is all about making sure your voice is heard loud and clear across everything we do. Whether it's improving how we handle complaints, shaping our repairs service, or making your move into a new home smoother – it all starts with your feedback. Here’s what we’ve been working on this month, together.
📊 Complaints & Voids: Digging Deeper
This month, six involved customers joined Lisa Emberton and me for a deep dive into complaints and our empty homes (known as voids).
We looked at:
· Performance data from the first 9 months of the financial year
· How we compare to other local housing providers
· Changes we’ve made based on your satisfaction feedback – like our new Complaints Specialist role and an updated complaints policy
We also discussed a key issue you’ve raised: getting in touch easily. Here’s how we’ve responded:
· Improved training at customer hubs
· Reduced call wait times
· New call-back option introduced
We showed the group our new complaints acknowledgement leaflet, which clearly explains what happens next when you raise an issue.
Here’s what some customers said:
“I feel assured.”
“There has been lots of work.”
“It will take time to see the benefits.”
“We can feel the direction has changed.”
We’ll be holding another session soon to keep the momentum going. We’ve also asked customers to share examples of gold-standard customer service they’ve received. These insights will help shape how we train staff and improve services.
🔧 Repairs Focus Group: Your Feedback in Action
Our repairs focus group met twice in April. Here’s what we covered:
· The repairs contract tender process and how your feedback influenced it
· The twelve key questions we’re asking potential repair providers
· Updates to our repairs policy and investment programme
You asked for a say in how we choose our contractors – and now you have it. Your voice helped shape the very criteria they’re being judged against.
🏠 Customer Void Inspectors Hit the Ground Running
We’re proud to have launched our Customer Void Inspectors – a new initiative giving customers the chance to inspect empty homes before new tenants move in.
On April 16th, five customers inspected a home at West End Village with our Void Specialist. They filled out inspection forms (which they said were easy to complete!) and gave valuable feedback.
Three members of the group returned after work was completed to carry out a post-inspection. They found some repairs still outstanding – and let us know clearly:
“When the missed repairs are completed, I would be happy to move into the property.”
This feedback helps us make sure every home is up to standard – and you’re confident before you move in.
🙌 Let’s Keep the Conversation Going
Everything we’ve done this month – from policy reviews to contract decisions – has been shaped by your voice.
Thank you to everyone who’s got involved so far. If you’re not part of a group yet, we’d love to welcome you. Your insight and experience are helping us create better homes and better services for everyone.
Want to get involved or share feedback?
Get in touch with me today involve@honeycombgroup.org.uk or call 01782 744533.
