Welcome to our Transparency Hub.
We believe you have a right to know how Calico Homes is run, how we spend your rent, and how we are performing. We publish this information openly and keep it up to date, so you don’t have to go looking for it.
This page is our Social Tenant Access to Information scheme.
We publish this page to meet the Social Tenant Access to Information Requirements (STAIRS). It brings together the key information customers have a right to see about how Calico Homes is run, how decisions are made, how we perform, and how we are held to account.
We review this page regularly and update it when key information changes.
This page has been designed to meet accessible web standards.
This icon on the screen can show you how to view this information in other languages and formats.
Our regulatory status
How the government’s watchdog views us.
Our Regulatory Judgement
This is our “report card” from the Regulator of Social Housing. It shows whether we are financially strong, well‑governed, and meeting our responsibilities as a landlord.
The Regulatory Standards
These are the rules we must follow to make sure your home is safe, your rent is protected, and your voice is heard.
Our performance and Tenant Satisfaction Measures (TSMs)
How we are doing, according to you.
Our performance
This section will show you how we’re doing in areas like repairs, safety and customer service, based on customer feedback and service data. Click here for our performance.
Anti‑social behaviour (ASB) performance
This page will tell you how we are performing in responding to anti‑social behaviour cases and keeping neighbourhoods safe. Take a look here.
Tenant Satisfaction Measures (TSMs)
Every year, we publish our TSM scores. These show how customers rate us on things like repairs, safety, and overall service.
The Housing Ombudsman
You can also see how we compare to other landlords in the Ombudsman’s annual Landlord Performance Report. Find out here.
Your home and safety
What we are doing to keep your home and building safe.
Health and safety compliance
High‑level summaries of our gas, electrical, fire, and asbestos safety checks. Click here
Fire risk assessments (FRAs)
Access the fire safety checks for your building. Click here
Investment plan
Our Asset Management Strategy. In plain English, this explains when we plan to replace things like kitchens, bathrooms, and boilers.
[NEEDS LINK BUT NEEDS PUTTING ON HOMES FIRST]
Spending and value for money
Where your rent money goes.
Executive pay
We are open about what our senior leaders earn.
[Link] – this link is to the annual accounts, there is detail in here but its hard to locate and not clear for a lay-person – needs to be in plain English and set out better – worth extracting and publishing as a stand-alone doc
Value for Money statement
Our annual report explaining how we reinvest income back into homes and the Burnley community.
[Link] – this is included in the annual accounts published on the website – in the interest of transparency it would be worth extracting and publishing as a stand-alone doc
Governance and leadership
Who is in charge and how decisions are made.
The Board and senior team
Meet the people responsible for setting our direction and holding us to account.
Board minutes
We publish Board meeting minutes so you can see the issues we’ve discussed and decisions we’ve taken
[HAVEN’T GOT A LINK]
The Calico Group
How we work with partners across the Calico Group to provide wider support services.
See here for more info
Complaints, accountability and compensation
How we put things right if something goes wrong.
We want to get things right first time. But if you’re unhappy with our service, it’s important you know how to raise concerns and what happens next. We use complaints and feedback to learn and improve our services.
Making a complaint
If something hasn’t gone as it should, you can make a complaint to Calico Homes. We will listen, investigate properly, and explain what we will do to put things right.
[Link to page] – need to add complaints policy to Homes Website
What happens next
Our complaints process is clear and time‑limited. We will tell you what stage your complaint is at, who is dealing with it, and when you can expect a response.
You can read the procedure on this page
The Housing Ombudsman
If you are not satisfied after completing our complaints process, you can contact the Housing Ombudsman. The Ombudsman is independent and can review how we have handled your complaint.
Complaints Handling Code
We handle complaints in line with the Housing Ombudsman’s Complaints Handling Code, which sets standards for fairness, transparency, and learning from complaints.
Our policies
Our policies explain how we deliver our services and the standards we work to. They help make sure we treat customers fairly, keep homes safe, and handle issues like repairs and complaints consistently. We make these documents available so you can understand how we work and what you can expect from us.
- Aids and Adaptations Policy
- Allocations Policy
- Arrears Policy
- Anti-Social Behaviour, Hate Crime and Hate Incidents Policy
- Compensation Policy
- Complaints Policy
- Customer Safeguarding Policy
- Damp and Mould Policy
- Decant Policy
- Disrepair Policy
- Estate and Neighbourhood Management Policy
- Mutual Exchange Policy
- Parking & Garages Policy
- Pets Policy
- Reasonable Adjustments Policy
- Recharge Policy
- Rent Policy
- Resident Consultation and Engagement Policy
- Resident Domestic Abuse Policy
- Residents with Significant Additional Needs Policy
- Responsive Repairs Policy
- Service Charge Policy
- Starter Tenancy Policy
- Succession Policy
- Tenancy Fraud Policy
- Tenancy Policy