PLEASE NOTE – as of 31 July 2020, the Government issued new lockdown guidelines and rules for residents in the North West, including Greater Manchester, East Lancashire and West Yorkshire. Please find official guidance here: https://www.gov.uk/guidance/north-west-of-england-local-restrictions-what-you-can-and-cannot-do
Given the recent COVID- 19 outbreak and Government guidelines, we appreciate that there is a lot of uncertainty, so we’d like to provide some clarity and reassuring information to our tenants and customers. The Government has also issued specific guidance for social housing tenants which you can find here.
Despite the spread of this virus, we are doing our very best to continue providing the most essential services to our customers. At present, our priority is to put as many measures in place as we can, to protect customers and colleagues and to make sure we can continue to deliver our services and support.
We are making sure that our colleagues follow Public Health England advice and Government guidelines on self-isolating and minimising risk of infection. Customers can be reassured that we have done everything we can to minimise the risk from anyone from Calico Homes visiting their property.
We have listed below the most frequently asked questions by our customers.
We appreciate that there may be questions we haven’t covered and if that’s the case then please get in touch and let us know.
As new information about Coronavirus becomes available we’ll continue to update this page, so please keep checking back.
If you have read our FAQs and have not found the answer to your question, you can call us on 01282 686300.
Our services and contacting us
Our Valley Street Community Centre in Burnley is now closed to the public.
We know that the centre is an important part of our community and provides support for all residents, however, we are doing our very best to keep everyone safe and have to prioritise the health of everyone involved during these uncertain times.
In the meantime, Burnley Together is a new service that has been set up to help people in the Burnley area access support with a whole range of things, from collecting prescriptions and food parcels, to housing advice and mental health signposting. They are available seven days a week on 01282 686 402
Yes. We’d like to assure you that we are still here to support anyone who is at risk of, or experiencing domestic abuse at this uncertain time and we can help to seek advice and a safe space in refuge if needed.
With current UK Government guidelines urging us all to stay at home for at least three weeks during the COVID-19 outbreak, we are fully aware that this can have a serious impact on victims of domestic abuse.
Even though the recent Government guidelines state that we should all be staying at home at the moment, it is simply not safe for some people to do so. You will not being punished by the authorities for accessing help during the COVID-19 outbreak
It’s really important that we look after each other more than ever right now and we’re asking our communities to please come together and be extra vigilant around any possible signs of domestic abuse.
If you’re worried about your neighbour, you can report this anonymously and may save a life in the process; we urge you to be aware of anything unusual and let us know by phoning 01282 686300 (Lines are open 8am to 6pm Mon-Fri) or email firstname.lastname@example.org.
In an emergency situation, always call the police (999)
- Visit Lancashire Refuges
- Call 0300 3033581 (7 days per week, 24 hours a day)
- Email email@example.com
National Domestic Violence Helpline
For information on Government guidelines for tenants in the private and social housing sectors during the COVID-19 outbreak, please click here.
We currently have homes available to rent and are operating house moves on a case-by-case basis, prioritising those with an essential need. You can call us on 01282 686 300 if you’d like to discuss how we can help you.
Repairs and maintenance
Working Safely in Your Home
The safety of our staff and customers remains a priority to us, and we are continuing to follow government advice and guidelines.
We have carefully considered the risks around restarting the full repairs service and all staff are receiving appropriate guidance and training to ensure they deliver the service in your home safely. Further information including the risk assessments we have updated for the service are available at the bottom of this page.
We know the situation around the country is changing on a daily basis and it is important to note that our approach may be affected by any further local COVID-19 outbreaks, as well as any re-instated lockdown measures. We will continue to monitor the situation locally and adjust our services as necessary.
From the 3rd of August, the Repairs teams will begin work on the 2500 non-emergency repairs that were either postponed or reported during the lockdown period.
Contact Centre staff are telephoning all customers who have an outstanding repair, to check that the details are correct and arrange a convenient appointment.
If you have a new repair to report, please get in touch and we will book this in for you as soon as we can.
An emergency repair is required when there is an immediate risk to the health and safety of you and your home.
Examples of emergency repairs are:
- Severe leaks which can’t be contained
- Major electrical failure
- Exposed live electrical wires.
To find out which repairs fall under this category please click here.
To report an emergency repair, you must call us on 01282 686300 and speak with one of our friendly customer service advisors who will assist you.
Our Repairs team will be working hard to catch up on the backlog of repair requests and we would ask for your patience and understanding during this time, as it is possible that some newly reported routine repairs will take longer than our standard 20 days to complete as we catch up. We will continue to prioritise the most urgent repairs to keep you safe in your home.
It is essential you tell us in advance if you, or someone in your property has a suspected or confirmed case of Coronavirus as this will help us plan what equipment we need to ensure the safety of our Operatives and your household.
If your repair is inside the property, we will ask you to isolate yourself from the area of repair for as long as possible before and while the repair takes place. We may ask you to undertake other measures, but these will be discussed with you before we arrive.
Yes, if you have a gas safety check booked in with us, this will be taking place as normal. We will be calling ahead to check if you, or anyone in your household, is self-isolating, presenting symptoms or has been diagnosed with COVID-19.
Annual gas safety checks are there to help keep you and your home safe, ensuring that all of the equipment in the property is fit for purpose and that things are working as they should be. We understand that you may have reservations about visits from our team during the COVID-19 outbreak, however, it’s important that we continue to carry out these vital checks.
We can assure you that the health and safety of our customers and staff is our top priority and we are taking precautions to prevent the risk of infection, such as wearing the correct PPE, social distancing and more.
We really appreciate your help and cooperation at this time.
• Our team will contact you on the day of your appointment to advise they are coming and to ask if you are well.
• Sanitise their hands before entering your home
• On arriving at your home, they will maintain the appropriate social distance
• Surfaces will be wiped down during and on completion of the repair
• Complete the repair as quickly as possible
• All staff carry PPE including hand sanitiser, overalls and masks for extra protection where required
• Let us know before we attend your home if you are feeling unwell and need to rearrange your repair. Only genuine emergencies which may cause harm to yourself or your property will be completed if you have any symptoms of coronavirus. Additional precautions will be taken by our team should they need to attend.
• Speak to our team member on arrival should you have any concerns or require them to wear additional PPE such as a face mask. This should not be necessary if you can maintain a social distance.
• Leave internal doors open so the team touch as little as possible on the way to the work area
• Open windows to allow good ventilation in the work area
• Maintain a social distance and remain in another room whilst the repair work is completed
• Let us know if you have any concerns about the work we have completed by contacting us on 01282 686300
Rent payments, welfare benefits and money
You still need to pay your rent but we realise in some cases you may need additional help from benefits to do this, in light of COVID-19.
You will need to make a claim to Universal Credit for help to pay your rent for the period that you are away from work.
If you are worried about falling into arrears you can discuss this with our Tenancy Sustainment Team on 01282 686300.
If you need to check your rent balance, recent transactions and any future repairs appointments, you can also log into our customer portal.
If you’d like to register, please contact us on 01282 686300 and we can set you up, as well as answer any questions you may have.
Yes, there is lots of support available. We recognise that for many people, this will be the first time they have needed to claim benefits.
We are working closely with residents to help them manage their housing costs and ensure they get access to all of the benefits they are entitled to.
We want to reassure tenants that no one will be evicted from their home as a result of COVID-19. As a not-for-profit organisation rooted in the community, we want to support residents who are facing a tough time because of this illness – and this will continue even when the three-month ban on evictions ends.
We will work with our customers on a case-by-case basis to agree the best solution to help with personal circumstances. We have Tenancy Sustainment Officers who can give benefits advice and can support customers to find out if they might qualify for any benefits
The Government has extended statutory sick pay to people affected by Coronavirus. However, if you’re not eligible for it you could be entitled to claim Universal Credit or New Style Employment Support Allowance.
For more information please visit:
We understand that some customers might experience financial difficulty during this time and our Tenancy Sustainment Team is here to help. You can contact us on 01282 686300 or email firstname.lastname@example.org