Customers have told us they want neighbourhood teams to be more visible in local communities and spend more time with customers in their homes. We agree, and we’re changing the way we work to make that happen.
In response to this feedback, Calico Homes is launching its new Tenancy Review Framework. To deliver these reviews, we have repurposed our time so we can be more present in our neighbourhoods, get to know our customers better and provide support at the earliest opportunity.
We will initially prioritise customers and households where we believe contact is needed most, but over time, we aim to speak to all our customers in their homes. If you feel you would benefit from a visit sooner, please get in touch and we will do our best to arrange one.
At its heart, the tenancy review is simply a check-in.
It gives both us and our customers the chance to better understand one another. This includes discussing your household’s current circumstances, making sure the information we hold is up to date, identifying any concerns or changes that may have occurred, and talking about any support you may need.
It also gives us the opportunity to better understand our homes and identify any issues that may require attention. You will be able to ask questions, seek clarity on tenancy matters and better understand Calico’s expectations as your landlord.
By having these conversations earlier, we can often resolve concerns before they become bigger problems.
Our Neighbourhood Officers and Independent Living Officers will carry out the reviews and take the time to listen to what matters most to you, your home and your community.
We know customers care about the places where they live. These conversations will also help us understand more about local neighbourhood issues, what matters most to customers and what would help make neighbourhoods places people can feel proud of.
Some households will receive reviews more frequently than others depending on their circumstances.
Please bear with us as we begin rolling out the Tenancy Review Framework. We have many customers to meet across our neighbourhoods, so it will take time for us to reach everyone. When it is time to arrange your appointment, we will contact you directly and give plenty of notice.