Annual Report 2021-22
Customer Voice
We aim to deliver the best services and highest standards in everything we do. Feedback through our Customer Voice Panel (CVP), Neighbourhood Champions and consultation work makes sure we are continually improving our services to our customers.
CVP meetings held
policies reviewed by our CVP
neighbourhood questionnaires completed
engagement activities/events held
customer surveys completed
inspections by customer Neighbourhood Champions
properties inspected by 10 Customer Void Inspectors
Customer Voice Panel (CVP) members
Customer groups active this year
If you are a customer and would like to get involved in any of our customer engagement groups, we’d love to hear from you. Please contact our Stronger Communities team.
Telephone: 0161 393 7117 Email: ci@fcho.co.uk
You said, we did
Listening to customers makes a difference to the way we deliver our services. Here are some of the ways our CVP influenced our work in 2021/22.
Our CVP said… the standards that customers can expect when they move into an FCHO home are subjective and you would like to see more consideration given to decoration.
We have… produced our "Your New Home" document and revised our standards so they are clearer for customers to understand. We have also allocated extra budget to home decoration.
Our CVP said… the Your New Home document should be given to customers when they are offered a home, so they have enough time to read and understand the document properly.
We have… implemented this change and give customers a copy when they are offered an FCHO home.
Our CVP said… our Equality, Diversity and Inclusion strategy was too formal and not customer friendly.
We have… revised the strategy to address the CVP’s concerns, and then reviewed it again with the CVP to make sure we got it right.