Our services to you
Where and how?
How to contact us
What happens now?
General standards
Contact us
Useful links
Bolton at Home wants to deliver the best possible services to you. We
recognise that sometimes things may go wrong, or you may have a comment or
suggestion which we would like to hear. We welcome your suggestions,
complaints and compliments, as they help us to improve our services.
Please contact us if:
- You have received good service
- You have a suggestion about how we can improve our services
- You are not satisfied with the service you have received and want to
make a complaint
You can report a complaint about anything you are unhappy with. In
particular, if we have failed to deliver on something which has been agreed,
or if you feel you have been treated unfairly or discourteously.
If you wish to make a customer suggestion, complaint or compliment, then
please contact Bolton at Home's Customer Care Team. They will ensure that
you are dealt with promptly and courteously and that any complaints are kept
confidential.
- By calling Bolton at Home's Customer Care Team on (01204) 335765 or
335721
- By sending an email to
housing.complaints@boltonathome.org.uk
- By using the reply form in the 'Customer Suggestions, Complaints and
Comments' leaflet, placing it in an envelope and sending it to the
Freepost address below, or by writing to us at the Freepost address
- By completing the online form on this
website
- In person at any Bolton at Home
Neighbourhood Office
- Reporting to any One Stop Shop - at the Town Hall, Victoria Square,
Bolton or the Town Hall, Market Street, Farnworth
Customer suggestions
Bolton at Home is interested in all suggestions made to help improve its
services. We will acknowledge receipt of your suggestion within 14 calendar
days.
Complaint
Once we have received your complaint we will:
- Acknowledge your complaint within five calendar days and reply in
full within 14 calendar days
- Acknowledge an email complaint within 24 hours and reply in full
within 14 calendar days. If we cannot respond in full we will tell you
why and you will be updated within 14 calendar days.
If you are not happy with the response, you can ask for a 'second
opinion'. You must do this within 14 calendar days and a senior manager will
look at your complaint. If at any stage you are not happy with the way we
are handling your complaint you may contact the Local Government Ombudsman
at:
Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ
General standards
Bolton at Home has standards for its services which include:
- answering letters within 14 calendar days
- acknowledging receipt of your email within 24 hours and providing a
full response within 14 calendar days
- acknowledging complaints within five calendar days and replying
within 14 calendar days
- answering telephone calls within 15 seconds or six rings, for
Careline standards please
click here
- if requested appointments will be made within 14 calendar days and
at your convenience, for antisocial behaviour standards please
click here
- if preferred we will visit you at home
- if preferred we will arrange:
a signer, translator or interpreter
same sex interviewers
information in a variety of formats including Braille,
audiotape or large print
- dealing with your enquiry promptly and efficiently, whether it is by
letter, email, telephone or a visit to our offices or your home
Customer Care Team
Bolton at Home
FREEPOST NAT13006
BOLTON
BL1 8ZZ
Telephone: 01204 335765 / 335721
Email:
housing.complaints@boltonathome.org.uk
Service standards
Local Government Ombudsman (external
site, opens in a new window)
