Calico Homes has published its annual report for 2024/25, announcing major improvements for customers across Burnley and East Lancashire.
The report reveals new ways for residents to shape local housing services, a refreshed complaints process, and the completion of the landmark Dovestone Gardens development.
This year, Calico Homes was one of the first organisations inspected under new Consumer Standards from the Regulator of Social Housing. The inspection found Calico Homes to be compliant. However, the organisation says compliance is just the starting point.
Vicki Webb, Executive Director of Calico Homes, said:
“We’ve made progress, and we’re honest about where we need to improve. We’ve refreshed our complaints process and launched new ways for you to get involved, such as the Customer Experience Network and Service Scrutiny Board.
“These are about sharing power and making sure your lived experience drives our decisions. We’re committed to learning, improving, and being transparent every step of the way.”
David Gooda, Chair of the Calico Homes Board, added:
“One major highlight of 2024/25 was the completion of Dovestone Gardens, our new development at Burnley General Hospital. We have welcomed customers to their new apartments after a long process of planning and building.
“We have also made progress in responding to the regulator’s advice on improving our consumer standards and governance. Customers are already telling us they see a difference in repairs, improvements, and how we listen to their views.
“We will keep focusing on improvement, and if things go wrong, we will put them right quickly and fairly.”
The annual report also celebrates the launch of the Calico Connect app. This makes it easier for customers to book repairs, manage rent, and communicate directly with Calico Homes.
Investment in homes continues, with a £25 million plan to improve energy efficiency, safety, and comfort for residents.
Customers and community members are invited to read the full annual report here. You can get involved through the Customer Experience Network, Service Scrutiny Board, or by sharing feedback directly. For questions or to join the conversation, email cen@calico.org.uk.