Our Plan 2026-2030

Our Plan is FCHO’s new corporate plan for the period 2026-2030. It sets out our focus on providing quality homes, excellent services and strong communities.

We are clear about our priorities and will deliver these in line with our values, our social purpose and our responsibility to deliver for customers today and in the future.

Our Plan 2026-2030

Our purpose

Our purpose is providing quality homes and services.

We’ve renewed our purpose to demonstrate our commitment to customers, homes and communities and we’re transforming what and how we deliver for them.

Over the course of Our Plan 2026-2030 we’ll invest in more homes, upgrade the ones we have and work closely with partners and customers to improve the areas where we work.

At the same time, we’ll improve the information we have on our homes and customers and how we use this, and we will develop the technology we use to improve what we do and how we do it.

Customers have influenced Our Plan

Our customers are at the heart of everything we do. Their voices, experiences and ideas have played a central role in shaping this strategy and the priorities that will guide us over the next four years.

We’re delighted that Zara Mills, member of our Customer Performance and Scrutiny Panel, is introducing Our Plan. She shares:

  • Our client testimonials, pretty speech quotes icon

    “Through my involvement, I’ve seen first-hand how strongly customer voice has shaped this strategy.

    “I’m pleased that customer feedback has helped FCHO understand what matters most to customers and where the business can make the biggest difference.

    “The plan shows FCHO’s commitment to working with customers, listening to feedback and improving services – for people living in FCHO homes now and in the future. It also makes clear that customers don’t just receive services; they can influence them.”

     Our client testimonials, pretty speech qutes icon

Why we need a new corporate plan

Our Plan builds on the successes of our last corporate plan, our Big Plan and Big Plan 2.0 which covered the period 2022-2026.

We have and will always be about providing safe, affordable and well-maintained homes and making a positive difference in our communities. But we know we need to respond to the world around us now.

We have considered:

  • The shortage of affordable, social housing locally and the need to build more new homes our communities need.
  • Changes in rules and laws to ensure all social housing is to a high standard and safe.
  • Cost of living pressures affecting our customers and communities and how our services can help.
  • Customer expectations about the quality and standard of their home, our services and the ways they want to interact with us.
  • The drive to make sure customers’ homes are energy-efficient, neighbourhoods are nature-friendly and the way we work helps the environment.
  • What we need to do to make sure our team is equipped and supported to deliver outstanding services for our customers and drive success.

What Our Plan focuses on

Through Our Plan…:

  • We will provide safe, quality homes by improving existing properties and build new, sustainable housing that meets local needs.
  • We will actively listen to customers, involve them in decisions and in doing so improve the quality of services and benefit our communities.
  • We will transform customer and colleague experience by investing in digital and data that make services integrated, faster and more accessible.
  • We will be a first choice employer where people feel valued, supported and empowered to deliver excellent services and achieve their potential.
  • We will maximise our social purpose by using our influence and partnerships to support local people, communities and the regional economy.

Customers are front and centre of Our Plan

We are focusing on three main areas...

We will achieve this by:

  • Making sure homes meet all the rules and regulations associated with keeping customers safe in their properties.
  • Improving the energy efficiency of homes so they are warmer and help reduce customers’ energy bills. We want to make sure all homes are at least energy performance certificate C rating by 2030.
  • Collecting better data about homes and neighbourhoods, to help us plan where we need to make improvements.
  • Building more homes that meet the needs of our customers and communities.

We will achieve this by:

  • Improving how we listen to what customers think about our services and using what they say to improve.
  • Making sure services are easy for everyone to use.
  • Involving customers in designing services we deliver.
  • Making sure our teams have the right skills to help our customers.
  • Improving the information we hold about our customers so we can deliver services that meet their needs.

We will achieve this by:

  • Making sure we hear from a range of people and viewpoints in our customer groups.
  • Addressing issues that matter most in our communities, like tackling antisocial behaviour, fly tipping and litter.
  • Working to help customers live in safe, welcoming communities.
    Working in partnership with our customers and local organisations like councils, the police, community and voluntary organisations and others to make lasting improvements in our neighbourhoods.
  • Getting extra value from the money we spend on contracts and using this to benefit customers and communities.

How we will achieve our focus for customers

Our values, the way we work with our customers and colleagues, make decisions and get things done are the strong base for delivering Our Plan.

Our values

Our FCHO values describe the way we do things. They guide our decisions and our relationships with customers, colleagues and partners.

  • We listen
  • We own
  • We care
  • We act
  • We learn
  • We keep it simple

Other key things to help us achieve our focus for customers are:

  • Enhanced customer voice
    Greater insight from our customers will influence and improve our services and we will make sure changes we make are clearly communicated.
  • Engaged people
    Our highly skilled, engaged and inclusive workforce will be equipped and supported to deliver outstanding services for our customers and drive success.
  • Effective governance
    We will continue to work with our Board to meet all rules and regulations set by the government, monitor performance and manage risk so we continue to be a well-managed business.
  • Robust finances
    Our strong finances mean we can continue to invest in new and existing homes, provide valued services to our customers and cope with any unforeseen circumstances affecting how we work.
  • Strong data and technology
    We will use better data to help us make the right decisions about our homes and services. We will embrace technology to help our business to develop, give customers more ways to interact with us and empower our colleagues with the digital tools they need.

Our strategies

Our business strategies explain in more detail how we will achieve the goals in Our Plan.

  • Customer and Communities Strategy
  • Homes Strategy

Read more about our strategies.

Delivering Our Plan 2026-2030

Through Our Plan 2026-2030 we will deliver our purpose to provide quality homes and services and continue to make a positive difference to our customers, communities and colleagues.

Measuring our success

We will continually assess our success against Our Plan objectives using performance measures that help us track progress towards our goals.