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 email@example.com
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
- If you are happy with our service, please tell us so we can pass your compliments onto our staff.
- If there is something that you are not happy with, then please tell us, so we can fix things as soon as possible.
This could be anything from dissatisfaction of our standard of service to actions or lack of action by our staff or those acting on our behalf.
We aim to resolve complaints at the first point of contact. We may need to ask you some questions so we can understand what has happened and what we can do to put things right for you, promptly and fairly.
Sometimes things aren’t straightforward, and we are unable to fix your problem at the first point of contact. So, if we need more time to investigate your problem, then we will open a complaint case.
We will let you know who is dealing with your complaint and we aim to resolve all complaints within 10 working days, from when you report it to us.
You can find full details of the Housing Ombudsman complaints self-assessment here.
The following complaint handling service standards will apply:
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.
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.
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 within eight weeks of the appeal, you can find further information on this process by visiting www.housing-ombudsman.org.uk