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 welcome all feedback. It helps us understand what’s working and where we need to do better.
Complaint: If something hasn’t gone the way you expected, or you feel we’ve let you down, we want to hear about it. You don’t need to use the word “complaint” – just tell us what’s happened and how it’s affected you. For example, “I reported my back door lock is broken but haven’t heard anything.”
We understand it can be frustrating or upsetting when things aren’t right. We’ll listen, take it seriously, and do our best to put things right as quickly as possible, keeping you updated along the way.
Compliment: If you’ve had a good experience, we’d love to hear about it. For example, “The person I spoke to was kind, listened to me, and really helped.” We’ll share this feedback with the colleague or team involved.
What happens when we receive a complaint
Acknowledging your complaint
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.
We will provide you with the name and contact details of the person who will be handling your complaint.
Stage 1
We will investigate and reply to you with what we intend to do within 10 working days from the date we acknowledge your complaint.
We may contact you to understand your concerns.
If we need more time, we’ll agree this with you and keep you updated.
We aim to resolve complaints within 10 working days.
Stage 2
If you’re not happy with our response, you can ask for your complaint to be reviewed.
We’ll give you the name and contact details of the senior manager who will handle your appeal.
They will carry out an independent review and provide a response within 20 working days of receiving your request.
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:
Important update
From 13 January 2026, the Housing Ombudsman has changed how residents can contact them about new complaints. They no longer accept new enquiries by email.
If you want to take your complaint to the Ombudsman, you will now need to use their online complaint form. This helps them respond more quickly.
If you need support, you can call the Housing Ombudsman on 0300 111 3000, and their team will help you over the phone or talk through other ways you can get in touch.
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 2024-25