The Customer Assurance Group plays a crucial role in shaping services at Honeycomb Group, offering valuable insights that drive positive change.
This month, the group came together for a training and development session that showcased how members actively contribute to enhancing performance and fostering a culture of listening. In this article, we reflect on the session, sharing key highlights, personal stories from our members, and providing information on how you, as a resident or customer, can get involved and make a difference too.
The role of the Customer Assurance Group (CAG)
The CAG meets every three months and are made up of involved customers, they meet with Board Members and the Executive Team to assess Honeycomb Group’s performance. Reviewing, scrutinising, and collaborating to discuss new ideas and improvements to services across the organisation. On the 10 January the CAG met to complete a day of insights and learning to help them understand their role.
An insight into the session
10.30am: CEO, Julie Guildford Smith opened the session by thanking everyone for attending and their involvement.
11am: Peter Hay, Chair of the Honeycomb Group Board, joined the session to encourage members to reflect on how we listen to customers and create a positive, value-driven culture at Honeycomb Group. He highlighted the importance of valuing diverse voices and expressions, urging the group to explore new ways to strengthen active listening and deepen the connection between the organization and its customers.
11.30am: Gareth, Strategic Lead for Data Quality & Performance joined the session to highlight the key role of data in decision-making at Honeycomb Group. He explained how data helps us address needs, spot trends early, and track key performance indicators (KPI) for growth and progress. Gareth also emphasized its importance for compliance reporting, like the Tenant Satisfaction Measures (TSMs), and aligning with our goals. By combining data with customer feedback, we gain a clearer understanding of our performance and can compare it to national and regional benchmarks, revealing areas for improvement.
12pm: Claire Smithard, Governance and Data Protection Business Partner joined the session to explain governance, its best practices, and its importance for organizations like ours. She outlined the distinct roles of the Board and CAG in ensuring good governance, with the Board making decisions and the Executive team implementing them. She also discussed how increased regulations, such as the Building Safety Act and Awaab’s Law, have emphasized the need for stronger governance.
12.30pm: Head of Customer and Neighbourhoods, Giles joined the meeting to introduce himself and explain his role, with help from Customer Voice Specialist Laura. They talked about how important it is to understand our customers' backgrounds, challenges, and needs. They also stressed the importance of having a diverse group of customer representatives in the CAG. To help the group think more about this, they did a quiz based on census data. The quiz surprised many people and helped them see things in a new, more open way.
1pm: Julie Guildford Smith concluded the session by inviting everyone to enjoy a delicious afternoon tea buffet as a token of appreciation for their time and dedication during the meeting.
What our members said
Carole, CAG Chair
Carole has been an involved customer for over ten years and became CAG Chair in October. She runs the meetings and will eventually attend board meetings to provide a customer perspective.
“I’ve been an engaged customer for 10 years, and after moving into my Staffs Housing home, the customer involvement team encouraged me to help shape services”, said Carole.
“Before that, I was a retail manager and loved working with people. I also have experience managing volunteers, building strong relationships, and getting the best out of people.”
“I believe in building trust and creating a two-way conversation between customers and the group. I value hearing different perspectives while keeping things confidential and focusing on important topics.”
“I’m a trusted point of contact in the community and make sure to share my knowledge with others.”
“Today’s session has been fantastic. As Chair, I feel I’m able to represent those residents who aren’t involved yet. I’m here to encourage service improvements while being realistic about what’s achievable. My goal is to bring a fresh perspective and help ensure we have a more diverse outlook that truly represents all Honeycomb Group tenants and service users.”
Ken, CAG Member
Ken has been an engaged customer and a member of the CAG for the past two years, drawing on his experience working for a Trade Union to make a real difference for his community and neighbours.
“I worked for a Trade Union for over 20 years, and throughout my life, I’ve always enjoyed working with and supporting people”, Ken shared.
“I’ve been part of the CAG for two years because I believe I can use the skills I gained in the Trade Union, along with my personal experience living in a Staffs Housing home, to help improve services for customers.”
“The meeting today was great. It showed me how I can bridge the gap between the people in my community and the staff and leadership team at Honeycomb Group, while sharing their insights and my own experiences as a customer to help drive change.”
How you can get involved
Becoming a member of the Customer Assurance Group (CAG) is a unique opportunity to make a real impact on the services provided by Honeycomb Group. As demonstrated by members like Carole and Ken, the role allows you to use your skills and experience to shape decisions, improve services, and ensure the voices of residents are heard. Whether you’re passionate about supporting your community, helping improve services, or offering a fresh perspective, the CAG is a place where your contribution matters.
If you’re interested in joining the Customer Assurance Group and making a difference, we’d love to hear from you.
Email: hello@honeycombgroup.org.uk
Call: 01782 744533

Would you like to join our Customer Assurance Group?
We're looking for residents and customers from across Honeycomb Group to join the group and make a real impact. If you have a unique point of view and feel like you can advocate for your community, get in touch today!