News from Bolton at Home
Here you'll find our most recent news articles, from important tenant updates and new housing developments, to new community initiatives and activities.
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Not happy with how complaints are handled? We get it – and we’re improving (annual report 2024 to 2025)
Did you know that we received 1,447 complaints in the last year? In our most recent Tenant Perception Survey, only 36.8% of tenants were satisfied with how complaints were handled, and 31% with the process itself. Of course, those numbers aren’t where we want them to be.
Behind the scenes, we’ve built a new specialist complaints team, refreshed our policies, and improved how we keep you updated. We’re improving our training for colleagues, and we’re making our communication clearer and faster.
We’ve also updated our Complaints and Feedback Policy to meet the Housing Ombudsman’s code, and we’ve increased oversight at board level to make sure complaints are taken seriously and acted on.
We’re serious about learning from mistakes and making things better. Tap here to see what’s changing in our latest annual report.