Customer groups

Get involved with a customer group

Customers, leaseholders and shared owners can contribute in a way that suits you. Meetings take part in person and online and in return for taking part customers receive include details of what customers receive in return here. 

Customer and Communities Committee 

This committee provides an important link between residents who live in FCHO homes and neighbourhoods and our Board. 

Made up of FCHO customers and leaseholders plus an independent Committee member and Non-Executive Directors, the committee makes sure that customers' voices are heard and have the chance to influence strategies, policies, services, and decisions which affect everyone who lives in our properties and communities. 

Committee members work together to oversee and examine operational matters for the Board, with a focus on customer service delivery, impact, and performance, ensuring that all the decisions made by our Board have customers at their heart. 

We value our customers’ feedback and have launched three new customer groups to help improve our services: 

  • Customer Working Group – helps shape tenancy, neighbourhood and anti-social behaviour services. 

  • Complaints Working Group – reviews complaints, identifies themes and helps improve services based on customer feedback. 

  • Homes Working Group – helps shape how homes, communal areas and green spaces are maintained and improved. 

All three groups are part of our Customer Performance and Scrutiny Panel (CPSP). 

We’re always looking for more customers to get involved. There are lots of ways to share your views and help shape our services.

Customer Performance and Scrutiny Panel (CPSP)

The Customer Performance and Scrutiny Panel (CPSP) is a group of customers who take a closer look at how our services are performing. They review information, ask questions, and challenge us to make sure we are delivering on our promises.

Why it matters

CPSP plays an important role in holding us to account. Through CPSP:

  • Customers review performance and service delivery
  • We are challenged on areas that need to improve
  • Decisions are strengthened by independent customer insight
  • We can demonstrate transparency and accountability

This helps make sure we are doing what we say we will.

How it works

CPSP members work together in a structured but supportive way:

  • Reviewing performance – Looking at data and service outcomes
  • Asking questions – Challenging why things are happening
  • Scrutiny sessions – Taking a deep dive into specific services
  • Making recommendations – Suggesting improvements based on evidence

Members are supported with training to build confidence and understanding.

What happens next

The work of CPSP feeds directly into decision-making. It is used to:

  • Recommend service improvements
  • Provide assurance to the Customer and Communities Committee (CCC)
  • Influence senior leaders and the Board

We also share outcomes with customers through “You Said, We Did” updates.

Get Involved