FCHO launch new customer and communities strategy
Date published: 05 July 2025
Nadia Hussain speaks to an involved FCHO customer
How First Choice Homes Oldham (FCHO) communicates with its customers, deals with their concerns and engages with their views is part of a major new strategy consultation by the housing association starting today (Monday).
The customer and communities strategy will serve as a roadmap for FCHO as it continues to improve neighbourhoods and enhance the customer experience for those living in its 11,500 properties across the Oldham area.
But FCHO wants to know what people think of it.
Those taking part will be asked about how customers can access services, how quickly FCHO aims to respond to queries and how it trains and develops staff to deliver excellent customer service.
Other areas needing opinions include: how customers can be involved in decision making and how FCHO can support local communities to thrive.
“We need our customers to help us get the strategy right, so we have launched this month-long consultation to listen to what they think of it,” said FCHO executive director of customer experience, Jayne Lawson.
“Giving views will only take a few minutes but it will make a difference.
“FCHO is committed to improving our customer experience and we have a proven track record of listening to those who live in our homes through our Customer Voice Panel and the Customer and Communities Committee,” Mrs Lawson explained.
“However, we are not complacent, and this strategy very much aims to achieve further improvements and also fulfil new requirements to engage with customers - outlined in the Social Housing Regulation Act - as we strengthen our operations in many areas.”
The consultation - open until August 8 - can be accessed by clicking here
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