Putting customer voices at the heart of everything we do.
At Honeycomb Group, customer involvement isn’t just a tick-box exercise, it’s a vital part of how we shape, deliver, and improve our services. That’s why we’re proud to introduce the newly appointed leadership team of our Customer Assurance Group.
Our involvement activities are led by Jayne Tilolo, Customer Voice Specialist at Honeycomb Group, and this month we’re shining a light on the customers who have stepped into key voluntary leadership roles: Chair Barry, and Vice Chairs Wendy and Ken.
These passionate customers are helping to steer the conversation, making sure discussions are productive, inclusive, and that customer voices are genuinely heard and acted upon.
Introducing Ken – Vice Chair 
Ken brings a wealth of experience from his career in trade unions, communications, and local government, including inspecting void properties. He’s an active member of several groups, including the Customer Assurance Group, the Repairs Focus Group, and as a Void Inspector.
“It’s not just about ticking boxes, it’s about making sure we’re doing things right and delivering value for money,” says Ken. “I’ve seen first-hand what goes into making a home liveable again, and I’m excited to use that knowledge to make a difference.”
Ken believes that the best way to measure how we’re doing as a landlord is by listening directly to the people who live in our homes.
“As customers, we know the service inside out. What works well, and what doesn’t. I’m really passionate about making sure our feedback gets actioned. And when something can’t be changed, we need to close that loop and explain why. That transparency is vital.”
“We understand budgets aren’t unlimited, but by planning ahead and listening to customers, we can help Honeycomb Group make smarter, long-term decisions that benefit everyone.”
Meet Wendy – Vice Chair 
Wendy’s story is one of resilience, compassion, and community spirit. Based in Meir, she’s well-known in her neighbourhood as a go-to support for local residents and now she’s bringing that same energy to her role as Vice Chair.
“I’ve done a lot in life, and being part of the customer involvement groups is something that’s just for me,” she shares. “As a mum and a carer, it means so much to be part of something where I can make a real difference.”
Wendy’s naturally optimistic and thrives on helping others. Her people skills and determination to create positive change make her a fantastic fit for the Vice Chair role.
“I’ve even had the chance to sit in on interviews for roles at Honeycomb Group. It’s been so fulfilling to make sure that whoever joins the team really understands the importance of keeping the customer at the heart of everything we do.”
“I’m excited for what’s ahead, there’s so much potential, and I really believe we can achieve great things together.”
A quick introduction to Barry – Chair
Barry is a longtime tenant of over 30 years, and has a deep insight into what really matters to customers. His commitment to fairness, accessibility, and open conversation makes him an ideal leader for the group.
Barry’s no stranger to involvement, he’s taken part in our various customer panels over the years and previously worked in local government, giving him a unique perspective from both sides of the housing and support experience.
“Tenants should always be at the heart of every decision,” Barry says.
“We want everyone to feel confident in speaking up and know that their input genuinely makes a difference.”
Barry also lives with psoriatic arthritis, a chronic condition that impacts his daily life. It’s this lived experience that fuels his passion for inclusion, and his drive to make sure every customer, no matter their background, ability, or circumstances, has a voice.
As Chair, Barry’s goal is clear: to ensure that the Customer Assurance Group is a strong, trusted bridge between customers and the organisation, where voices are heard, respected, and reflected in the way services are shaped and delivered.
Want to get involved?
Our customer involvement groups are open to all Honeycomb Group customers. Whether you want to give feedback, help shape services, or just see what it’s all about, we’d love to hear from you.
Whether you’ve got an hour to spare or a few, there are plenty of ways for you to have your say and get involved.
If you have a topic you’d like the Customer Assurance Group to discuss, or if you’re interested in joining one of our involvement groups, please get in touch via our dedicated email: CAG.Chair@honeycombgroup.org.uk
By working together, we can make our services better—for everyone.
