Annual Report 2022-23
Welcome from our Chair
Amanda Harris, First Choice Homes Oldham Board Chair
This Annual Report tells the story of our year 1 April 2022 to 31 March 2023, which saw the launch of our Big Plan 2022-25.
Our Big Plan is our route map to achieving our overarching ambitions over the next few years: to deliver great services, great homes and great neighbourhoods and be a great company.
These priorities are to ensure we continue to raise our game year on year and add value in everything we do, so that we keep on improving lives and providing homes we are proud of.
Year one of our Big Plan is all about being brilliant at the basics and despite challenges including the cost-of-living crisis, we’re delighted to have had a strong start thanks to our teams’ collective effort.
Over the past twelve months we have continued to perform well in areas including property safety and customer involvement; and put in place new systems and processes to help drive service improvements over the next 24 months in areas such as customer satisfaction, investment and energy efficiency among others.
In this report you can read about our progress against our Big Ambitions, how your feedback, compliments and complaints have influenced our work, how we’ve spent the money we receive, and how we get extra value from the money that we spend.
Customers are at the heart of what we do, so if you have any comments on our Annual Report, we’d love to hear from you.
You can email communications@fcho.co.uk.
Best wishes,
Amanda Harris, First Choice Homes Oldham Board Chair
Welcome from our Customer Voice Panel
Nadia Masood Customer Voice Panel member
Working with our customers to make positive changes is so important to us, and our Customer Voice Panel (CVP) has been set up to give a real voice to those who live in our homes, so they influence our services and bring about improvements.
This year our CVP has gone from strength to strength, growing to a 172-strong group of individuals from across our neighbourhoods, all passionate about their role and helping us deliver great services.
Customer Nadia Masood joined our CVP in 2021 and says she’s enjoying being involved:
“I joined the CVP to help First Choice Homes Oldham customers, whether that’s improving services that we receive or the areas that we live in. I think it’s very important for us to have our say.
“I feel like I get something out of every session I go to, and we’ve been part of some interesting projects over the past year. From sharing our views on how FCHO communicates with customers, looking at policies and procedures and getting involved with Neighbourhood Champions surveys among other things, the role is very varied.
“It’s great to be part of a group of customers who want to make a difference and to have the chance to talk to senior managers. We all put our views across, share opinions, listen to each another and help make better change.
“I definitely feel like we are heard and that FCHO wants to keep improving what it does. I’d encourage other customers to get involved – the more customers on the panel, the bigger the impact we can make.”
Nadia Masood Customer Voice Panel member