If you need our support,
please get in touch
You can also contact us in writing.
Send your correspondence to our Customer Services Team, Calico Homes, Centenary Court, Croft Street, Burnley BB11 2ED
Our customer service commitments
Customer service commitments
Our customer commitments outline the levels of service that you can expect to receive when you contact us.
It is important to us that we are here for you when you need us, that we communicate effectively with you, and you know when you should expect a resolution.
We are committed to providing an excellent customer experience and achieving high levels of customer satisfaction across all our services at Calico Homes.
We will publish our performance and use your feedback to continually improve our performance against these commitments.
Want your own copy? Download a PDF of our customer service commitments.
No matter how you contact us, we will always:
- Listen with empathy, be patient, honest and helpful whenever you need to speak or write to us. We measure this through our end of service call quality survey and through call quality listening.
- Aim to resolve your query immediately, and if not, we will let you know what we will do to resolve your query and when this will be done. We monitor our performance for first time resolution.
- Keep you up to date including expected timescales for your enquiry to be resolved. We train our colleagues to ensure they deliver this commitment.
- Understand your needs and contact preferences so we can provide accessible services that suit you best. We record this data and routinely check it is up to date.
- We will check your identity, ensure it is clear which Calico colleague you are engaging with and respect your privacy. We train our colleagues to ensure they deliver this commitment.
- Provide the information you need in alternative forms e.g. large print, audio format, Braille and arrange telephone translations with the Language Line service. (Please note – our written translation service can take up to 7 days).
If you write to us, we commit to:
- Upon initial request via email, letter or our portal we will always acknowledge within 2 working days.
If you call in to visit us, we commit to:
- Greeting you within 5 minutes and ensure our venues are accessible, welcoming, informative, and safe.
- If we need other Calico colleagues to help, we will make an appointment with the person you need to speak with.
When you call us, we commit to:
- Aiming to answer your call within 5 minutes
- Reply to any call back requests, left on the Contact Centre voicemail, within 60 minutes
- Reply to any call back requests left with non-Contact Centre staff within 48 hours.
When we need to visit you in your home, we commit to:
- Calling you to book an appointment with at least 24 hours notice, unless you are happy to see us sooner.We will allow you time to answer the door and leave you a calling card if you are not at home.
If we get things wrong:
We will let you know and acknowledge we have received your complaint within 5 working days and resolve any Stage 1 complaint within 10 working days from acknowledgement.