Customer sustainability working group highlights

Last month, our Customer Sustainability Working Group met at First Place for a detailed update on sustainability projects. The meeting was attended by a mix of involved customers, along with colleagues from our stronger communities team, sustainability team and communications team. 

Here is a roundup of the topics that were discussed.   

Warm Homes Social Housing Fund wave 3  

Customers received a detailed update on the retrofit programme. Wave 2.1 (2023–2025) has been completed, and grant claims are in progress. Wave 3 is now underway, with £2 million in grant funding secured for 2025–2026. Current works are ongoing in Abbey Hills, Roundthorn, and Shaw, with Chadderton scheduled after Christmas. 

The scope of works includes: 

Homes with an EPC rating of D or below can access grant funding, and FCHO is covering additional work while teams are onsite to make improvements more cost-effective. 

Customer engagement has been strengthened through redesigned letters showing clear stages of the retrofit journey and engagement events held in July (Holts) and September (Chadderton and Saddleworth). 

Gold standard in sustainability 

Olivia Greenhalgh, Sustainability Manager informed the group that FCHO achieved a Gold rating in the latest Shift Report, placing us in the top 15% nationally. Key achievements include: 

Areas for improvement include responsible sourcing of materials, promoting sustainable transport, and improving bulky waste recycling. Our long-term goal is for all homes to reach EPC C by 2030, covering approximately 2,500 properties. 

Customer voices 

Zack Grimes, Customer and Digital Communications Manager, attended to inform the group on the campaigns that have been running across digital channels, to inform and educate customers about the sustainability projects in their areas.   

The group discussed communication improvements, with videos highlighted as the preferred format for accessibility and engagement, alongside printed materials and QR codes. Customers stressed the importance of maintaining traditional channels for those less digitally confident, and this was confirmed by Zack and Olivia. 

Training opportunities 

On the back of successfully delivering Carbon Literacy Training with colleagues, Olivia proposed to the group that FCHO would like to make the training available for customers to gain an internationally accredited qualification. The group welcomed the proposal and suggested that a split format of online and offline would be ideal, to ensure that customers have flexibility to commit to it.  

Future meetings 

As the meeting concluded, the group discussed and agreed that a deep dive review of the retrofit journey – with input from external partners and professionals would be welcomed. 

Speaking after the meeting, Zara Mills (FCHO customer) shared why she joined the group: 
“I wanted to be part of something that makes a real difference and so that I can learn more about sustainability to educate my family. Saving energy isn’t just about bills - it’s about creating homes that are better for families and the planet. Being involved means I can help shape how these changes happen and make sure customers’ voices are heard.” 

Olivia Greenhalgh, Sustainability Manager, added: 

“I want to say a big thank you to the group for showing their commitment and support to our Sustainability Working Group. Customer involvement isn’t just about consultation, it’s about collaboration and helping to shape the services we deliver.

"Customer insights help us design services that meet their needs and make sustainability meaningful in everyday life. By working together, we can create homes and communities that are greener, warmer, and future ready."