Independent · not part of Calico Homes
Calico Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Calico Homes: the repairs phone number and emergency line, reporting a repair online, and how long Calico Homes has to fix it. Calico Homes’s own target for routine repairs is 20 working days.
Other names: The Calico Group, Calico Group
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: calicohomes.org.uk
Has Calico Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Calico Homes’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Calico Homes’s emergency line is here.
How to report
Reporting a repair to Calico Homes
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Calico Homes misses its own target, complain. You may also be able to claim.
- Emailhello@calico.org.uk
- In personReception at Centenary Court, Croft Street, Burnley BB11 2ED (next to the bus station).
Emergency repairs
When to call Calico Homes straight away
Phone Calico Homes straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 9am to 5pm. Emergency repairs any time, day or night, on the same number. The number is in Calico Homes’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Calico Homes.
Timescales
How long Calico Homes has to fix it
Calico Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Calico Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 24 hours where there’s danger to life or risk of severe damage; you’ll get a new date for the full repair. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 working daysProblems that would seriously affect normal use of your home if left. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned major works | 60 working daysLarge or complex jobs, such as replacing window frames or a staircase or major plastering. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | After a damp or mould report, a technical officer visits within the required timeframe, assesses the risks and gives you a written outcome within three days. Alternative accommodation is offered if works are extensive and someone in the household is vulnerable. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from calicohomes.org.uk and Calico Homes’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Calico Homes’s own target. You could claim compensation.
Start your claimYour options
If Calico Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Calico Homes for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Calico Homes
This can get Calico Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Calico Homes to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Calico Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Calico Homes
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Reviewed independently by a senior manager, with a reply within 20 working days of your request.
- Then
Housing Ombudsman
Independent. It can order Calico Homes to put things right.
Calico Homes’s record
How Calico Homes performs on repairs
Sep 2024: The regulator found some weaknesses, including a high backlog of outstanding repairs and slow progress on surveying the condition of its homes.
of Calico Homes tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 25 September 2024; Calico Homes tenant satisfaction measures 2024/25.
Contacts
Calico Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Calico Homes repairs: questions
What is Calico Homes’s repairs number?
01282 686300. Monday to Friday 9am to 5pm. Emergency repairs any time, day or night, on the same number.
What is Calico Homes’s emergency or out of hours repairs number?
01282 686300 (Repairs line). Monday to Friday 9am to 5pm. Emergency repairs any time, day or night, on the same number.
Can I report a repair to Calico Homes online?
Yes, at Calico Connect. Log repairs with a diagnostic tool and book some appointments, by app or web. You need to register with your email and rent reference number.
How long does Calico Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (planned major works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Calico Homes tenants?
Since 27 October 2025, Calico Homes must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Calico Homes’s own damp and mould commitment: After a damp or mould report, a technical officer visits within the required timeframe, assesses the risks and gives you a written outcome within three days. Alternative accommodation is offered if works are extensive and someone in the household is vulnerable.
How do I complain about a repair to Calico Homes?
Complain to Calico Homes first, online, by email (hello@calicohomes.org.uk) or by phone on 01282 686300. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Calico Homes?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Calico Homes for you. It’s free to check.
Start your claimIs Report Repair part of Calico Homes?
No. Report Repair is independent and not part of Calico Homes or any council or housing association. We show Calico Homes’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Calico Homes has to fix, by problem
Not Calico Homes?
Other landlords in the North of England
- Castles & Coasts Housing Association repairsHousing association
- Cheshire West and Chester Council repairsCouncil
- City of Doncaster Council repairsCouncil
- City of York Council repairsCouncil
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Calico Homes and still waiting?
About 2 minutes. No documents. Free to check.