Welcome to our latest Calico Homes newsletter
Inside, you’ll find loads of inspirational stories and updates about what we’ve been getting up to over the last few months. From ‘Making it Happen’ with the results of our largest ever survey to introducing our brand-new grounds maintenance team and cleaning up the Griffin and Stoops estate, we’ve been busy working with the community to make a real difference to people’s lives.
Working with you to 'Make It Happen'
Thank you to everyone who completed our ‘Make It Happen’ survey last year – our biggest survey yet! In total, we had a whopping 1700 responses, and since then, we’ve followed up with 600 customers to gain a deeper understanding of their specific concerns.
In total, 72% of customers said they were happy with the overall service we provide, and 75% said they were happy with the quality of the repairs service. We’re reassured that 81% of our customers told us that they trust us too.
Here’s how we’re listening and taking action…
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Extra help for customers when they need it most
Since the start of this financial year, we’ve supported over 180 customers who have been struggling with the cost of living. Most of these are new customers who have recently moved in. Our aim is to make sure they are able to stay in their homes and can afford to live comfortably.
Here are some of the ways in which we’ve helped.
Aiming to improve customer safety
Following a review by RESOLVE, we developed our very own Community Safety Team…
Since the team formed, we’re working hard on making the community safer for everyone, including re-training our teams, effectively tackling anti-social behaviour and building relationships with Burnley Council and the Neighbourhood Policing Team to ensure we can collectively offer the best support possible.
For more information, read the full article here:
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Introducing our new grounds maintenance team
Over the last 12 months, customers have been telling us that they are unhappy with the quality of the grounds maintenance service in some of our neighbourhoods. We listened carefully to the feedback and agreed that all our grounds maintenance will be delivered directly by Calico from spring 2024.
Learn more about our new grounds maintenance team here:
Getting to know the Calico Complaints Scrutiny Panel
Last year, we created the Complaints Scrutiny Panel, because we believe in always getting better and being open about what we do. Following the promise of ‘Your Voices, Our Commitment’, we want to make sure your experiences and feedback make a difference.
Ready to meet our diverse panel? Learn more about them here:
Cleaning up the Griffin and Stoops Estate following your feedback
In recent months, we’ve received valuable feedback from many customers living in the Griffin and Stoops Estate concerning fly-tipping into the brook and green spaces. Your concerns have not fallen on deaf ears, and we’re committed to taking action to address and prevent such issues happening in future.
Read all about how we’re cleaning up the area and combating ongoing fly-tipping issues below:
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Thanks for being a part of our Customer Experience Network…
As a CEN member, you have the opportunity to feedback on the services and improvements that matter to you most. Feedback is a key component for us to ensure we’re making decisions and changes with the customers’ voice in mind.
When it comes to feedback, we know it’s not always possible for you to join us for in-person focus groups. Therefore, we ask that you provide us with feedback (usually in survey form) instead. Of course, we do have focus groups and as a member of the CEN you will be first to hear about these. You’ll always be warmly welcomed, and you will be listened to.
We hope you see the benefits of being part of our Customer Experience Network, and whilst in its early stages, we do plan to grow our connection with customers.
If you have any questions or queries, please email cen@calico.org.uk