Consultation
In August 2025 we launched our new Customer and Communities Strategy Consultation, which served as our roadmap for improving neighbourhoods and enhancing the customer experience.
The proposed strategy outlines the exciting changes we aim to implement in our customer and community services over the following three years, but we wanted to hear from customers, colleagues and stakeholders on things that mattered most to them.
Thanks to feedback from customers, colleagues and our community, we’re making positive changes, which includes:
Customers told us tackling anti-social behaviour was a priority for them, so we reorganised the strategy to look at this first.
Customers told us they would like a balance between accessing services online, while still being able to speak to someone if they choose, so we will be enhancing our online services alongside training our Contact Centre team to answer more customer queries during the first call.
Customers told us they liked the commitment from FCHO to work more closely with other organisations, such as the Police, the council and other housing associations, particularly in tackling key issues such as anti-social behaviour and safeguarding vulnerable members of the community.
Customers told us our plans are ambitious and worried this might mean they won’t be fully delivered. We appreciate this honest feedback, so we are committing to keeping customers up to date as we make improvements to services, so you can track our progress.
A summary of our Customer and Communities Strategy Consultation
Watch the following video to learn more about the steps we took throughout the consultation and how we reached customers, colleagues and stakeholders across all of the communities we serve - both online and offline.
What’s next?
As we move forward with our Customer and Communities Strategy, we’ll be reaching out to everyone who shared feedback and helped shape its direction. You’ll hear more about the updates through a series of community events, where we’ll continue the conversation and share what’s coming up.
One of the first key steps in delivering the strategy is our Customer Census, which will be taking place over the coming months. Letters will be arriving soon, and by taking part, you’ll help us improve the services we provide and ensure our customer information is accurate and up to date.
Your privacy is important to us. All data collected during the census will be handled securely and in full compliance with UK GDPR regulations.