Customer Golden Record

As your landlord, we want your experience with us as a customer to be as smooth as possible. That’s why we’re launching our Customer Golden Records.

Customer Golden Records involve working with you to review and update the information we have about you and your household on our systems.

This involves things like:

• Making sure your phone number and email addresses are correct
• Updating personal details such as any name changes
• Adding or removing members of your household if your circumstances have changed. For example – your child has grown up and moved out into a property of their own
• Checking in with you to look at the condition of your property to make sure any repair or investment works that may be needed are scheduled in

Why does this need to happen?

Having up-to-date information in the form of a Customer Golden Record is crucial so that we can meet your needs in the most effective way possible.

For example:

In the last ten years, 'Customer X' changed their name after they got married, and also got a new mobile phone which meant their phone number changed too, so our data for that customer became old and out-of-date. This meant that when we had been trying to contact 'Customer X' with important information about their tenancy, we couldn’t reach them.

Up-to-date information will allow us to process your queries and requests more easily, as well as tailor the service you receive from us. This could include signposting you to help from our support teams that may benefit you or your family. 

What happens next…

• Over the next 12 months, our Neighbourhood Co-ordinators will visit every FCHO property to carry out the Customer Golden Record. If you don’t know who the Neighbourhood Co-ordinator for your area is, you can find their details on our website
• You will receive a text before your visit is due, including details of how to make a specific appointment with your Neighbourhood Co-ordinator at a time that is convenient for you, if you'd prefer
• The appointment will take approximately 15 minutes, and your Neighbourhood Co-ordinator will be able to make any updates to your information with you there and then

Important information

• All FCHO colleagues carry ID badges. Please check ID to confirm the knock on your door is from a legitimate member of FCHO staff. If someone calls at your home and cannot produce valid ID, or you are suspicious, please report the instance to us. There’s more info on our website on what to do if a bogus caller visits your home
• If you would like to make changes to your details during your appointment, you must have identification to hand (such as a driving licence or a passport)