Board statement on complaints performance

This response is made on behalf of the Board of First Choice Homes Oldham (FCHO).

FCHO does not operate through subsidiary landlords, and this response covers all complaint handling activity reported within the Annual Complaints and Service Improvement Report 2025/26.

The Board has reviewed this report and the annual Complaint Handling Code self-assessment as part of its oversight of complaint handling performance, compliance and service improvement. In reviewing the Annual Complaints and Service Improvement Report, the Board has had sight of complaint performance, escalation trends, Ombudsman determinations, customer feedback and the annual self-assessment.

The member responsible for complaints has reviewed the self-assessment and this report, considered complaint performance and Ombudsman learning, and sought assurance through regular governance reporting, oversight of improvement actions and discussion with relevant officers on compliance with the Complaint Handling Code.

The Board welcomes the improvement activity already underway and expects this to translate into better outcomes for customers during 2026/27.

In particular, the Board expects to see:

• Stronger first-stage resolution • Fewer avoidable escalations

• Better follow-through of agreed actions • Clearer communication with customers

• Sustained evidence that learning from complaints is driving service improvement

The Board will continue to monitor progress through regular performance reporting, review by the member responsible for complaints, and oversight of the self-assessment and annual improvement activity.

This is intended to ensure that complaint handling remains open, accountable and focused on better outcomes for customers. This Governing Body response is published alongside the Annual Complaints and Service Improvement Report and annual self-assessment on the complaints section of the FCHO website. Approved by the Board on: 4 September 2026.