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Here’s how we’re listening and taking action following our largest ever customer survey.

Thank you to everyone who completed our ‘Make It Happen’ survey last year – our biggest survey yet! In total, we had a whopping 1700 responses, and since then, we’ve followed up with 600 customers to gain a deeper understanding of their specific concerns.

In total, 72% of customers said they were happy with the overall service we provide, and 75% said they were happy with the quality of the repairs service. We’re reassured that 81% of our customers told us that they trust us too.

However, we’re keen to improve, and we recognise there is always more we can and should do. From this survey, we’ve developed a plan to focus on the issues that matter to you the most.

Above all, we want all customers to know that our colleagues understand where you’re coming from, and that we’ll always work with you to put things right. Our Board accepted the findings and approved a plan of action that aims to address your biggest priorities, including the quality of our housing stock and the impact we aim to have within each neighbourhood.

The five areas we’re going to focus on first are:

1. Our repair service

15.2% of written feedback we received was about our repairs service. The biggest issues were: the length of time repairs take, confusion over which Calico team is carrying out the repair, and when appointments are rearranged.

What are we doing?

• We’re investing the digital technology to help us better manage the repairs process and make it more effective for you
• We’re reviewing and simplifying the repairs categories to make it easier to book the right jobs
• We’re reviewing our supplier arrangements to make sure you get a better quality service.

2. Our customer service

5.7% of customers fed back on customer service. The main feedback was about: the empathy in our tone and language, lack of knowledge from our colleagues, too many queries being passed on, and the general tone of letters across the service.

What are we doing?
• We’re carrying out a full review of our customer service and the skills development of our team
• We’re reviewing communications tone and language in letters/emails and voice and we’re updating the content on the Homes website too.

3. The quality of our homes

6.7% of feedback was about the quality of your homes, or the modernisation/improvement you would like to see. The biggest issues were lack of clarity about when investments will take place, dissatisfaction over repairs that resulted in mismatching kitchens, and the state of many double glazed windows.

What are we doing?
• We’re using your feedback to shape our five year investment programme
• We’re reviewing the standard of our homes when people move in
• We’re reviewing our approach for blown windows and matching kitchen units
• We’re considering how we can make sure we best personalise our approach for people’s needs.

4. Caretaking & ground maintenance

4.6% of our customers have given us written feedback about our caretaking and ground maintenance services. The biggest items were grass cutting quality and scheduling, and issues around tree maintenance and responsibility.

What are we doing?
• We’re bringing our grounds maintenance service back in house to make it more visible and better quality
• We’re updating our records about all the trees and green spaces we need to manage

5. Anti-social behaviour (ASB)

2.7% of our customers have given us written feedback about anti-social behaviour, including customers living with complex needs, the consideration of more technology (such as CCTV), and a desire for Calico to deal with issues rather than pass to the police to resolve.

What are we doing?
• We’re ensuring colleagues are trained and have resources to help people who are experiencing domestic abuse
• We’re looking at ways to work more closely with partners like the Police and Burnley Council
• We’re going to share more information about the action we take to tackle ASB.