Customer feedback
We know we don’t always get things right.
We want to make sure that you are happy in your home, and that our services are meeting your needs. That means listening to you and understanding what we need to do whenever we get things wrong.
To make a complaint or provide feedback you can contact us in a number of ways:
You can also contact us in writing
Send your correspondence to our Customer Services Team, Calico Homes, Centenary Court, Croft Street, Burnley BB11 2ED
Types of customer feedback
We log feedback under three different categories: complaints, concern and compliments.
Complaint: If you’re telling us you’re unhappy with something, for example “I have reported my back door lock is broken but I still haven’t heard anything”, we will try to provide you with an update whilst you are on the phone – we also ask if you wish to make a formal complaint. This can be dealt with at the first point of contact and closed, or escalated if you request it.
Concern: If you wish to report something which is a safety related, for example “The work on my property has been completed but the scaffolding has been left up, and I am worried someone will break in” or “I don’t think the smoke alarms in my scheme are working”. This will be dealt with as a concern and actioned immediately.
Compliment: If you wish to let us know that you’ve had a positive experience with us, for example: “I was very upset when I telephoned Calico, but the person I spoke to on the telephone was really empathetic, listened to me and helped me to feel better about the situation. I would like to say thank you to them for their time and patience” this will be logged as a compliment.
If you’re attempting to give feedback about something that needs repairing, please report the repair to us so we can get it sorted for you.
What happens when we receive a complaint
Step 1
We will let you know that we have received your complaint.
We will acknowledge your complaint within 5 working days from when we receive it. Please note, if the acknowledgment is sent by letter, this may take a few days to arrive in the post.
We will provide you with the name and contact details of the person who will be resolving your complaint.
Step 2
We will investigate and reply to you with a resolution within 10 working days from the date we acknowledge your complaint.
This may mean that we need to speak to you to find out more information.
If we need more time to resolve the complaint, we will agree the deadline with you and update you regularly on the progress.
This will take no longer than 10 working days.
Step 3
If you are unhappy with the outcome of your complaint, you can appeal the decision by contacting us again.
We will provide you with the name and contact details of the senior manager handling your appeal.
Your complaint appeal will be reviewed, and the outcome decided within 20 working days of when we receive it.
The appeal stage is the final stage of our complaints process.
You can also contact the Housing Ombudsman Service for help and advice at any time on your complaint, this is a free and impartial service. They cannot investigate whilst your complaint is going through complaints procedure, however the Ombudsman may be able to help you reach a resolution.
Each year we carry out an annual assessment against the Code to ensure our complaint handling remains in line with its requirements.
Housing Ombudsman Service contact details:
email: info@housing-ombudsman.org.uk
telephone: 0300 111 3000
postal address: Housing Ombudsman Service, PO Box, 152, Liverpool, L33 7WQ
Housing Ombudsman WebsiteUseful links
More information about the way we handle complaints
Housing Ombudsman Complaints Handling Code and Self-Assessment
The Housing Ombudsman’s Complaint Handling Code and the Housing Ombudsman Scheme set out good practice that make sure landlords respond to complaints effectively and fairly.
Each year we carry out an annual assessment against the Code to ensure our complaint handling remains in line with its requirements.
The results are available in the link below.
Complaints Self-AssessmentComplaints Performance
As part of our commitment to service improvement, we review our complaints trends and our performance in responding to those complaints.
You can read the results in the link below.
Complaints Performance 2024