Latest performance
Every three months, we survey around 270 of our customers over the telephone.
Our aim is to contact around 800 customers each year in this way.
This is our ongoing ‘Make It Happen’ survey, which gives us valuable feedback on our services and shows us where we need to improve.
We would like to thank everyone who has taken part so far.
Here are results up to September 2024.
72%
satisfied with the overall service provided by Calico
77%
satisfied with the overall repairs service.
69%
satisfied with the time taken to complete your repair.
71%
satisfied that we keep communal areas clean and maintained
66%
satisfied we make a positive contribution to your neighbourhood
63%
satisfied we listen to your views and act upon them
33%
satisfied with our approach to handling complaints
69%
satisfied that we provide a home that is well-maintained
78%
satisfied we provide a home that is safe
83%
satisfied we treat you fairly and with respect
69%
satisfied with our approach to handling antisocial behaviour
75%
satisfied we keep you informed about things that matter to you
Performance
Each month we publish our performance information so that you can see how we are doing.
This data is correct as of 11 November 2024
Overall rent available that was collected
99.5%
Average time to re-let empty homes
60.6 days
Proportion of homes that do not meet the Decent Homes Standard.
0.6%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
80.4%
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
98.9%
Proportion of homes for which all required gas safety checks have been carried out.
100%
Proportion of homes for which all required fire risk assessments have been carried out.
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
85%
Proportion of homes for which all required legionella risk assessments have been carried out.
91.2%
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100%
Number of stage one complaints received per 1,000 homes.
45.8
Number of stage two complaints received per 1,000 homes.
2.2
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
56.5%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
16.7%
Number of anti-social behaviour cases, opened per 1,000 homes.
18.4
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.