Consultation

We are developing a new Customer and Communities Strategy, which will serve as our roadmap for improving neighbourhoods and enhancing the customer experience. The strategy is set to launch in September 2025 and outlines the exciting changes we plan to implement in our customer and community services over the next three years.

This includes things like:

• How customers can access our services

• How quickly we aim to respond to queries

• How we train and develop our staff to deliver excellent customer service

• How customers can be involved in decision making

• How we support our local communities to thrive.

Getting our strategy right

To help us get the strategy right we have launched our consultation to listen to what FCHO customers think of it. Your important input will help shape our approach.

The results will help make sure we are focusing on what matters most to local people and we will keep you updated every step of the way.

Customer Experience

We want to provide an excellent customer experience for everyone who lives in an FCHO home and community, every time they interact with us.

Customer Engagement

This is all about making sure that customers are involved with the decisions we make, influence our services and help us continually improve.

Communities

We’re focusing on how we can make neighbourhoods the best places to live and understand ways we can have a bigger impact.

We want to hear from you

We have launched a survey to hear the views of FCHO colleagues, customers and stakeholders on our proposals for the strategy. By telling us what you think of our proposals, you can help us understand what matters to you and make a difference to everyone who lives in an FCHO home.

Through our survey, we want to hear from as many colleagues/customers/stakeholders as we can - to help us get our strategy right. We are offering customers the chance to win £150 worth of Love2Shop voucher in our prize draw.