This document provides information about how to provide feedback to Calico regarding compliments, suggestions, and complaints. It details the four-stage complaints procedure and explains that Calico will acknowledge contact within three days and provide a full response within ten days. The final stage allows complaining to the Housing Ombudsman if still unhappy after the appeals panel. Contact details are provided to share feedback via phone, email, or online form.
This document provides information about how to provide feedback to Calico regarding compliments, suggestions, and complaints. It details the four-stage complaints procedure and explains that Calico will acknowledge contact within three days and provide a full response within ten days. The final stage allows complaining to the Housing Ombudsman if still unhappy after the appeals panel. Contact details are provided to share feedback via phone, email, or online form.
This document provides information about how to provide feedback to Calico regarding compliments, suggestions, and complaints. It details the four-stage complaints procedure and explains that Calico will acknowledge contact within three days and provide a full response within ten days. The final stage allows complaining to the Housing Ombudsman if still unhappy after the appeals panel. Contact details are provided to share feedback via phone, email, or online form.
This document provides information about how to provide feedback to Calico regarding compliments, suggestions, and complaints. It details the four-stage complaints procedure and explains that Calico will acknowledge contact within three days and provide a full response within ten days. The final stage allows complaining to the Housing Ombudsman if still unhappy after the appeals panel. Contact details are provided to share feedback via phone, email, or online form.
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HAVE YOUR SAY
Compliments If youre happy with something weve done, wed like to know.
Suggestions and comments
If youve thought of something new we could try, well welcome your suggestion. You could even win a reward!
Complaints If youre unhappy with us, we want to put things right as quickly as possible.
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Get in touch Your views are important to us and we treat them seriously. Whether youre pleased with work weve completed, or unhappy about one of our services, your opinions are always welcome, and can help to improve our services in the long run. You can get in touch however you like: Freephone 0800 169 2407 Email contact@calico.org.uk Complete the feedback form attached or online at www.calico.org.uk Visit our social media sites facebook.com/calicohomesandenterprise and twitter. com/calico_homes. Whenever you get in touch with us, you should expect the following: We will acknowledge your contact within three working days*. We will respond fully within 10 working days*, at which point most complaints should be resolved. *Please be aware that working days do not refer to weekends or holidays.
Complaints If weve done something youre not happy with, we need to know about it so we can fix things as soon as possible. Our complaints procedure is in four stages, depending on how far you wish you take it. Whatever stage your complaint reaches, we will always respond to you in your preferred approach, whether over the phone, in writing or in an email. If you feel that a face to face discussion would be more helpful, please ask the manager dealing with the complaint.
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Stage 1 Your initial complaint will be considered by the relevant department. You should receive a response within 10 working days.
Have your say
Name: Address: Postcode: Tel: Email: What are you contacting us about?
Compensation There are occasions where you might be entitled to compensation from Calico. Compensation can either be given as a gesture of goodwill, such as flowers or a letter of apology, or as a financial reimbursement. For more information, please call 0800 169 2407.
Stage 2 If you are not satisfied with our original decision, you have the right to appeal. You should get in touch within 10 working days from our initial decision. Your complaint will be dealt with by the Head of the relevant department.
GUM STRIP
Ethnic Group (for monitoring purposes only) White British White Irish Other White Asian/Asian British Polish Caribbean Other Asian African Pakistani Other Black Bangladeshi Chinese Indian Other (Please state).............................
GUM STRIP
GUM STRIP
Stage 3 If you are still not happy following an appeal, you have the right to present your case to our Complaints Appeal Panel, made up of Board members and a customer representative. A panel will be arranged within 20 working days of your appeal.
Stage 4 If you remain unhappy with the decision of the Appeals Panel then, after eight weeks, you have the right to appeal to the Housing Ombudsman. Alternatively, you can contact an MP or Councillor to act on your behalf however, you must give us your permission first.
Burnley Borough Council, Town Hall, Manchester Road, Burnley, BB11 9SA Email: enquiries@burnley.gov.uk BURNLEY 1166
Calico Homes Calico Homes Ltd Centenary Court Croft Street Burnley BB11 2ED rent from repairs choice from rent payments to communities and
Help us help you
Once your concern has been dealt with, you may be asked to complete a follow up satisfaction survey. This will allow us to see how effective our complaints process has been, and whether we need to make any improvements. To show that we are always looking to develop, we publish details of how we have acted on your feedback in our Bolt magazine.
rent from repairs choice from rent payments to communities and
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