Annual Report 2023-24
Listening to our customers has continued to be crucial to our work to deliver great services this year. Increasing opportunities for customers to get involved in service design; delivering targeted services for customers to help ease cost of living pressures; as well as making learning more accessible for customers are among the ways we have continuously improved our offer.
Our performance snapshot this year…
Satisfaction
Customers satisfied with service from FCHO
Fairness and respect
Customers who agree FCHO treat them fairly, with respect
Call outcome
Customers satisfied with the outcome of their call
Call resolution
Of calls resolved at the first contact
Service design
Merged Repairs Planning and Contact Centre teams to streamline our processes and make booking a repair smoother for customers
Information
‘How-to’ videos created to help customers on basic home maintenance tasks to help them keep their homes in great working order
Repairs
Total number of repairs completed – up 13% compared with 2022/2023
Funding
From the Social Housing Quality Fund to deliver repairs and renovations in homes affected by damp and mould
Disposable income
Increase in customers’ average disposable income after accessing our support
Affordable food service
Collectively saved by customers through The Bread and Butter Thing
Debt reduction
Average reduction in debt for customers receiving support
Employment support
Number of customers supported to find employment
Training
Learners accessed training opportunities
Support
Customers supported by our Live Well team
Financial gains
Total financial gains achieved for our Live Well customers
Information
Developed dedicated new, improved leaseholder information hub on FCHO website
Spotlight on Great Services: Making learning more accessible with bi-lingual workshops
As part of our work to deliver great services in our community, this year we’ve helped local people boost their confidence with everyday maths and made learning more accessible with tailored bi-lingual workshops to help overcome language barriers.
Watch our video to find out more.