Customer engagement sessions for escalating repairs

24/10/2025

We’re inviting customers to take part in a new initiative aimed at improving how we respond to repairs and potential disrepairs in your homes. 

Starting Thursday 6th November 2025, we’ll be hosting monthly customer engagement sessions at our First Place Office, running from 10:00am to 11:30am. 

These sessions are designed to give you the opportunity to: 

  • Speak directly with our Repairs and Disrepair Managers from FCHO and Property Care. 

  • Report any long-standing or problematic repairs. 

  • Share photos and discuss issues in a relaxed setting over coffee and biscuits. 

By engaging with us early, we can help resolve issues before they become serious disrepairs. Your feedback is vital in helping us improve our services and ensure your home remains safe and comfortable. 

Tom Davis, Head of Asset Investment Delivery at FCHO, said: 

"We understand how frustrating it can be when repairs take longer than expected, or if we don’t get it right first time. We urge customers to keep raising these issues so we can make sure we put it right.  

“These escalation days are personal invites to any of our customers to come into the office and discuss them with us. 

“Whether you have had repair issues that need escalating, or are considering a disrepair claim come along and give us a chance to work together to find a resolution.” 

Upcoming session dates: 

  • 6th November 2025  

  • 4th December 2025 

  • 8th January 2026 

  • 5th February 2026 

  • 5th March 2026 

Sign up to a Repairs Escalation Day