A Calico Homes team that helps people stay in their homes during some of the hardest moments of their lives has been shortlisted for a Northern Housing Award.
The Income and Tenancy Sustainment Team, based in Burnley, has been recognised in the Income Team category for its work supporting customers facing financial pressure, mental health crises, domestic abuse, bereavement, addiction and isolation.
Sustaining a tenancy means helping someone keep their home when things start to go wrong. For Calico’s team, that can involve supporting people to maximise income, access support with domestic abuse, mental health or emergency support, or simply support with benefit applications – we are a friendly team you can trust to help people take the next step.
For many residents, this support comes at a point of real crisis. The team works with people who may be overwhelmed, frightened or struggling to engage, taking time to build trust and understand what is really happening in their lives. The aim is simple: prevent homelessness, reduce stress and help people regain stability and independence.
Over the past year, the team helped sustain more than 93% of tenancies, reduced rent arrears by £179,000 and secured over £113,000 in additional financial support for customers. They also work closely with partners across Burnley, including the Fire Service, the DWP, social care and local voluntary organisations, to remove barriers and improve safety.
The service combines compassion with innovation, using data‑led campaigns and digital tools to focus support where it is needed most, while helping others build confidence to manage independently.
Hayley Crook, Income & Tenancy Sustainment Manager at Calico Homes, said: “I’m incredibly proud of our Income & Tenancy Sustainment Team, whose work goes far beyond collecting rent.
“Every pound they secure is reinvested into safer homes and better services for our customers, and they do this through compassionate, non‑judgemental support that meets people exactly where they are.
“Their dedication, empathy and commitment make a real difference every day, helping people stay secure in their homes, strengthening communities, and ensuring no one faces hardship alone. This shortlist is a well‑deserved recognition of the life‑changing impact they have on our customers.”