Welcome to our January 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 launching our new Calico Connect app to making progress on Dovestone Gardens, we’ve been busy working with you to make a real difference to people’s lives.
If you have any questions or queries, please email cen@calico.org.uk
We've launched our new app, Calico Connect!
In last year’s ‘Make it Happen’ survey, customers said they’d like an online account that’s easier to use with more features – so we’ve made a brand-new app that does just that.
We’ve packed the app full of great features, including booking repairs. Instead of having to call us on the phone, you can easily report your repair issue and make an appointment that works for you using the app (starting with simple non-emergency repairs such as leaking/broken taps, broken door handles etc). You can also pay your rent, manage your rent account, and communicate with us.
After rolling the app out to 1000 customers, we had a 50% uptake in the first week!
Learn more & register your interest
Join our Customer Portal Focus Group
As we develop our new app to add to its functionality, we want to work with our customers to ensure the process is how you need it to be.
We are looking for customers to help with the design. You don’t need any specific skills; it is your customer voice that is key to ensuring the way we develop the features in the App to ensure they work for you.
If you would like to be involved, please drop us an email at cen@calico.org.uk.
Dovestone Gardens given MP seal of approval
As the completion date for Dovestone Gardens draws closer, Oliver Ryan, MP for Burnley, Padiham and Brierfield, was given a site tour of the flagship extra care facility for over 55s.
The 90-minute tour guided Mr Ryan and a group of Calico colleagues through the 93-apartment complex, which offers a range of one and two-bedroom flats, communal meeting spaces and an on-site bistro.
Oliver, who was impressed by the build quality, innovative security methods and sheer scale of the construction, said: “It’s a big development for this part of town – and it’s important to Burnley because we have a big extra care need in our community.
“Dovestone Gardens is going to provide much needed beds and support for people who need that extra care”.
Recruitment at Dovestone Gardens is also now completed, with the first colleagues starting training next month. We’ve also began applications for residents, with the first tenant scheduled to move in this April. We’ll give you an update in the next newsletter, when doors should be opened!
Read more
Following up on Customer Feedback
We are now over halfway through our annual ‘Make it Happen’ Tenancy Satisfaction Measures (TSM) surveying.
This year, an independent research agency called Acuity are undertaking the surveying on our behalf, and in the spring, we will be publishing the results and the actions we are taking.
Our friendly Customer Experience Team and Calico Customer Ambassadors will follow up any feedback provided by our customers who are happy to be contacted to discuss improvements we can make in more detail.
We look forward to publishing our progress in the next newsletter.
Beware of ‘claims farmers’
We’re currently aware of several ‘claims-farmers’ operating across our neighbourhoods. They knock on doors hoping you will assume they are from Calico Homes and let them into your home.
Always remember… Our employees carry identification with them. If in any doubt, please ask and don’t sign any paperwork on your doorstep.
Claims farmers aim to sign tenants up to a legal process against your landlord for potential disrepair damages. The ‘claims-farmers’ are likely to pass your details to solicitors – along with the claims – to make them money.
You may also be asked to sign a Conditional Fee Agreement. In a very small number of cases, damages are paid to the tenant, but after sizeable fees are taken by the law firms.
Learn more
Income Management & Tenancy Sustainment
Communicating better with Mobysoft
In June 2024, we implemented Mobysoft, our new income management platform, that gives our officers an accurate case load to free capacity to support those who need it most.
This has allowed us to improve our communication methods, and we have been able to tailor and personalise rich cards to inform and support our customers with what support is available this winter, maximising income and Universal Credit actions to take.
These are delivered as a text message from Calico Homes.
Supporting customers who need it most
In early December, our dedicated Income Management Team, visited customers in Burnley, Padiham, and Rossendale who had the highest arrears balances. We are pleased to share that we successfully connected with over 51% of these customers.
Even more encouraging, over 70% of those we spoke with received additional support to help manage and pay their rent.
Our team is committed to providing the necessary assistance and resources to ensure our customers can maintain their homes and financial stability.
Moving more people onto Universal Credit
The Department for Work and Pensions (DWP) has announced that all households currently claiming legacy benefits (working tax credit, tax credits, housing benefit, job seekers allowance, employment support allowance and income support) will be transitioned to Universal Credit by the end of March 2026 – starting from February 2025, with approximately 63,000 notices, per month, will be sent to ESA claimants.
People of working age, will receive letters from the DWP, giving them three months to submit their claim.Universal Credit is paid on the same date each month and includes housing costs (where applicable).
When to contact us
If you’re in doubt about moving onto Universal Credit, we’re here to help with our support and advice. Contact us on moneywise@calico.org.uk or 01282 686300 if you need additional support.
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