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01282 686300

Make a Complaint

How to Give Feedback or Make a Complaint

 

Your views are important to us and we treat them seriously. We welcome feedback on all the services we provide, so we can continually improve how we do things.

Our Contact Centre is open from 8:45am to 5pm Monday – Friday.

You can contact us by:

Email: Send us details via e-mail at contact@calicohomes.org.uk

In person: Pop into our office on Croft Street, Burnley (which is just next to the bus station)

By phone: 01282 686300

In writing: Send your correspondence to Customer Service Team, Calico Homes, Centenary Court, Croft Street, Burnley BB11 2ED

Online Account: To register for your online account please contact us via phone, email or our call into our office. We can then set you up with your login information to access the portal.

Complaints Self-Assessment

You can find full details of the Housing Ombudsman complaints self-assessment here.

 

Complaints Procedure

Download our Have Your Say leaflet here.

The following complaint handling service standards will apply:

1

logging and acknowledgement

We will do this within 2 working days. This might be by way of an email, letter or phone call where we will provide you with the name and contact details of the person who will be resolving your complaint. If the acknowledgement is sent by letter, this may take a few days to arrive in the post.

2

stage 1 - complaint decision

We will investigate and resolve your complaint within 10 working days of receipt. If within good reason we need more time to fix this, we will agree the deadline with you and update you regularly on the progress. Any extension will not exceed a further 10 working days

3

stage 2 - appeal decision

If you are unhappy with the outcome of your complaint you can appeal the decision, and we will provide you with the name and contact details of the manager handling your appeal. Your complaint appeal will be reviewed and the outcome decided within 20 working days of receipt. If within good reason we need more time to resolve your appeal, then we will agree the deadline with you and update you regularly on the progress. Any extension will not exceed a further 10 working days. The appeal is the final stage of our complaint process.

If you are unhappy after the appeal stage you can appoint a designated person like a local MP or Councillor to intervene on your behalf, you can find the details of your local MP or Councillor on www.writetothem.com

If you decide not to contact a designated person, you can escalate your complaint to the Housing Ombudsman after eight weeks of the appeal,  you can find further information on this process by visiting www.housing-ombudsman.org.uk

Complaints Performance

As part of our commitment to service improvement, we review our complaints trends and our performance in responding to those complaints. Our complaints performance can be seen below.

Views for Vouchers

Your opportunity to tell us how we are doing on the services we provide and what we should focus on in the future.

Go to views for vouchers