Transparency and Performance at Calico Homes
Welcome to our Transparency Hub.
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 appears at the bottom of the screen and 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.
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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.
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How we are meeting the standards
Read how we’re meeting regulatory standards and working with customers to improve our services.
MoreOur 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.
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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.
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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.
MoreYour 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.
Coming soon
Investment plan
Our Asset Management Strategy. In plain English, this explains when we plan to replace things like kitchens, bathrooms, and boilers.
MoreSpending and value for money
Where your rent money goes.
Value for Money statement
Our annual report explaining how we reinvest income back into homes and the Burnley community.
MoreGovernance 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.
Leadership team
Board minutes
We publish Board meeting minutes so you can see the issues we’ve discussed and decisions we’ve taken (with private or sensitive details removed where the law requires us).
Coming soon
The Calico Group
Our Group website shows how Calico Homes works with partners across to provide wider support services beyond social housing.
MoreComplaints, 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.
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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.
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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.
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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.
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Our Complaints Self-Assessment
Every year we compare our performance to the standards set out above.
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The Housing Ombudsman Report
You can also see how we compare to other landlords in the Ombudsman’s annual Landlord Performance Report.
MoreOur 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.
Some policies are currently under review or awaiting publication of an updated version. The latest approved version is available until any replacement is formally adopted.
Your tenancy and moving home
- Income Management Policy (under review)
- Lettings and Allocations Policy (under review)
- Tenancy Policy (under review)
- Tenancy Sustainment Policy
- Mutual Exchange Policy (under review)
- Tenancy Fraud Policy (under review)
- Former Tenant Arrears Policy (under review)
Repairs, maintenance and your home
- Responsive Repairs Policy
- Void Repairs Policy
- Asset Management Strategy
- Damp, Mould and Condensation Policy (updated version pending publication)
- Rechargeable Repairs Policy (under review)
Building safety and compliance
Neighbourhoods and communities
The Neighbourhood Strategy is currently being developed. Once approved, a number of neighbourhood-related policies will be reviewed and updated to align with the strategy.
- Neighbourhood Strategy (in development)
- Community Safety Policy (under review)
- Unacceptable Behaviour Policy
- Domestic Abuse Policy (under review)
- Good Neighbourhood Management Policy
- Estate Inspection Policy (under review)
- Pets Policy (under review)
- Weed Management Policy
Customer service and feedback
Additional support and inclusion
- Aids and Adaptations Policy (under review)
- Customer Safeguarding Policy (updated version pending publication)
- Reasonable Adjustments Policy (updated version pending publication)