Introducing

We’re committed to delivering homes we are proud of and improving lives and our Big Plan 2.0 sets out our priorities for the period 2022-2026.

Since we launched the first iteration of our Big Plan in 2022, the world we operate in continues to change. With economic challenges, global uncertainty and wide-reaching regulatory and legislative changes, we recognised that our strategic direction should build on the successes and progress made since the 2022 launch, but also ensure that FCHO is ready to respond to these challenges and embrace the opportunities to invigorate our already strong customer focus.

Customers are at the heart of what we do and our Big Plan 2.0 will enable us to keep improving what and how we deliver for our customers and our organisation, and help us achieve even more across our four key priorities: delivering great services, great homes and great neighbourhoods and being a great company.

Amanda Harris, Chair of FCHO Board

A note from our Customer Voice Panel (CVP)

Having strong relationships with our customers 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.

We listen to members’ feedback and take it forward to help influence our services and bring about improvements. We’re very excited about the positive changes they help us deliver.

Here’s what one CVP member has to say:

“Through my involvement in FCHO, I feel that we as customers are listened to, and this is evident when we receive feedback from various departments and ultimately that we as a group make a difference.

“I thoroughly enjoy the opportunity to be involved in grass root projects that are starting out, whilst influencing policy and strategies in order to steer FCHO in to giving the best service and standard of housing possible.

“I have been actively involved in various focus groups, Customer Voice Panel meetings, neighbourhood inspections, void inspections etc, and feel FCHO ensure this opportunity is available for everyone.

“This plan cements and builds on the great work done already to put the customer voice at the heart of organisation.”

Zoe Rigby, CVP member