Listening to you: new CVP holds first meeting of the year

Exciting times for our involved customers! Last week our Customer Voice Panel (CVP) kicked off its first meeting of the year on a positive note.

In a change to how our CVP has previously run, we now have a panel of 10 core members who have been recruited to work with us on all strategic and regulatory matters. They will meet quarterly to provide essential feedback and insights from a customer perspective.

The group is an important part of new governance structure put in place to help us respond to regulatory changes linked to the consumer standards, and to strengthen the relationship between our Board and customers.

On Tuesday 14 January, members gathered to discuss the panel's main priorities and their involvement in strategic decision making.

During the meeting, members had the opportunity to engage with Mark Gifford, our Chief Executive, and Paul Knight, our Customer Experience Consultant. They shared an overview of FCHO's plans for the next twelve months and where the panel's input will be vital.

Additionally, the group discussed ways of working together and explored the value and impact their contributions will have on shaping FCHO's services.

Mark Gifford commented, "We are committed to proactively engaging with our customers, and this panel is central to that goal. These discussions provide an invaluable opportunity to strengthen the connection between our customers and FCHO's strategic decision-makers. Understanding our customers' views and challenges enables us to improve our services and better meet their needs."

This development in the role of our CVP mark an important step forward in ensuring that customer voices are heard and help continually improve our services.

CVP member, Laurie Macdonald, has been an FCHO customer for 25 years. She now lives with her two dogs, and is looking forward to be being part of our new panel. She said: "I am pleased to be working with FCHO to bring positive changes for my community and all FCHO customers. All the members have a lot of experience and knowledge which we are happy to share to help bring improvement in the services for everyone. The fact that you are now embracing us as an entity at your core is a positive step."