Calico Homes recently held a Hear My Voice event, bringing together customers, colleagues and partners to continue the conversations started in earlier customer strategy workshops.
We wanted to hear directly from people who use our services and live in our communities and check whether what we’re doing feels right to them. This session gave people the chance to speak openly about their experiences while focusing on real situations rather than processes; what it feels like to contact us, what works well and what could be better.
Going into the session, there was a clear intention to keep it from a traditional meeting, focusing instead on a creative angle. The idea behind this was to get people more comfortable and involved in a more relaxed environment. It was apt for poet Mike Garry to host the workshop given his passion for encouraging people to speak up.
A lot of the conversation came back to trust. People spoke about the moments that build it and the things that damage it. The same points came up repeatedly, that trust grows when communication is clear, when people are kept informed, and when we do what we say we will. It breaks down when people feel ignored, must chase for updates or are left unsure about what is happening.
There were also honest conversations about community. When asked to describe a thriving community, people talked about feeling safe, connected and respected. At the same time, there was a sense that some of these things are missing more often than they should be. When people imagined Burnley in five years, they described places where neighbours know each other, people feel comfortable outside and there is a stronger sense of pride. Generally, places that feel better to live in.
The discussion moved on to services and everyday interactions. People shared examples of the best service they’ve experienced, and it was rarely about anything complicated. It was about being listened to, being kept updated and not having to repeat themselves. Just as clear was what people want to avoid. Chasing for answers, feeling dismissed or not knowing what comes next.
When asked how they want to feel when contacting us, the answers were simple. Reassured. Respected. Confident that something will be sorted. The opposite feelings came through just as strongly. Frustration. Anxiety. Not being taken seriously.
Helen Thompson, Deputy CEO of The Calico Group, facilitated the three preceding internal customer strategy workshops and firmly believes a customer-centred approach was the only way to move forward.
She said: “I’m a big believer that services should be designed around those who are using them, and who better to tell us what those services are like and what needs to happen than the people who are experiencing those services, so that’s been very much at the core of what we’ve been doing today.
“One of the things that came out today is the sense of the person who is behind the desk has also been on the other side of it.
“It feels you can really make that difference to individuals if you do have that good understanding, that lived experience.”
The feedback on the day showed just how much the session meant to people. One customer said they “weren’t sure what to expect” but came away having really enjoyed it, describing the atmosphere as warm, friendly and relaxed, and adding that they felt valued and would love to stay involved with Calico.
Another shared how important the event was for their mum, who “never goes out”, saying it was a big step for her and had already made a positive difference to her wellbeing, with both keen to come along again. One comment that stood out came from a resident who said it felt like we made her feel like she mattered. She spoke about wanting to do more and work with us again to help make her neighbourhood the best it can be.
One of the biggest takeaways was a reminder that small things matter, such as how we communicate, listen and follow things through. The feedback from Hear My Voice will be used to shape how services are delivered going forward, making sure they reflect what people actually experience day to day.
