Complaints, compliments and suggestions

We want you to be happy with the services you receive and we want to know when we get things right.  We want to improve on what we do by building on our successes and learning from our mistakes.

We want to:

  • Listen to your feedback, good or bad
  • Deal with complaints efficiently and effectively
  • Keep you up to date with progress
  • Be open and honest about the process

If we fail to deliver on our promises, you may wish to complain, this page tells you how to do it.

The complaints process

Stage 1:

We have a specialist dedicated team of Customer Care Co-ordinators to handle your complaint, compliment or suggestion. If you want to make a direct complaint, compliment or suggestion you can:

  • Use our customer feedback form (coming soon)
  • Send a letter to the Customer Care Team (you'll find our address below)
  • Email us at customer.care@boltonathome.org.uk
  • Phone our Customer Contact Centre on 01204 328000
  • Send us a private message on Facebook or Twitter

To help us assist you we will need to know:

  • Your name and address
  • Let us know about your feedback
  • Let us know what you think we should do
  • Your daytime contact number and email address (if you have one)

We will always try to resolve your complaint in the first instance over the telephone, but if this is not possible and we need time to look at it, we will acknowledge that we have received your complaint with 5 working days. We will aim to provide you with a full response within 10 working days. If we can’t get back to you in that time, we will explain why and tell you how long it will take.

Here's our address:

Bolton at Home

98 Waters Meeting Road

Bolton

BL1 8SW

01204 328000

customer.care@boltonathome.org.uk

The complaints process: Stage 2

Stage 2- Senior Management Review:

If, after we have investigated your complaint, you are still not happy you can ask us to progress to Stage 2. This review will usually be done by a Senior Manager or a Director. They will undertake a detailed review and investigation to ensure your complaint has been handled in a fair and appropriate manner and a written response will be provided to you within 10 working days.

Contact your MP or the Housing Ombudsman Service

If you remain dissatisfied with the way we have handled your complaint you can ask a designated person or panel to review your complaint.  This can be your MP or local Councillor or alternatively, you can ask the Housing Ombudsman Service to escalate your complaint after you have completed our complaints procedure.

A list of MPs/Councillors can be found at www.parliament.uk/mps-lords-and-offices/mps.

Housing Ombudsman Address:

Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ

Email: info@housing-ombudsman.org.uk

Website: www.housing-ombudsman.org.uk

Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

R-Haus and ASB Complaints

If you'd like to register a complaint with R-Haus, please contact them directly by clicking here.

If you'd like to make a complaint about a neighbour, please contact our antisocial behaviour team by clicking here.

What is a complaint?

A complaint is when you tell us you are dissatisfied with Bolton at Home services (this is also known as an expression of dissatisfaction). This could include:

  • You think we have done something badly or wrong.
  • You think we have not done something that we said we would do.
  • You think we have failed to provide a service to the agreed standard.
  • You think we have treated you unfairly or discourteously.

A complaint could also be about a person or organisation acting on behalf of Bolton at Home. For example, it could be about one of our partners or contractors, who Bolton at Home pays to provide services for its customers.

What is not a complaint?

  • When your complaint relates to anti-social behaviour, please contact the antisocial behaviour team.
  • When your complaint is relating to possible enforcement issues such as internal and external condition of properties including gardens, fly tips and abandoned properties, please speak directly with your local Housing Office.
  • When you ask us for information or make a general enquiry. For example asking about how we will deal with something.
  • When you make an initial request to us for a service. For example reporting a repair to us for the first time, reporting a neighbour or complaining about graffiti on an estate.
  • When you ask us to explain a decision we have made. For example if we have refused you permission to carry out your own improvements to the property.
  • When your issue is being dealt with in another forum such as the courts or as a disrepair case.

Want to leave complaints feedback?

If you have used our complaints service and would like to give us feedback on how we did, please telephone 01204 328000, or email us at: customer.care@boltonathome.org.uk.

Get in touch

Call us on 01204 328000 Email us at customer.care@boltonathome.org.ukMessage us on FacebookSend us a Twitter DMClick to find your nearest UCAN

 

Get more information

You can read our full Complaints, compliments and suggestions policy here:
Complaints policy.doc[docx] 163KB 

Sometimes you might feel you need compensation from us. Get more information on how we deal with these requests in our Compensation and redress policy:
Compensation and redress policy.pdf[pdf] 172KB

You said, we did. Better access to services...

You said you wanted better access to our services.

We have changed our Contact Centre opening hours (Monday to Friday, 8.00am to 5.30pm) and introduced additional online methods of contact such as a live webchat function on our website.  We’re busy working on an online form for suggestions, comments and complaints too.

We’re happy to deal with your complaints…

In fact in the financial year 2017 to 2018 we dealt with 462 Formal Complaints, of which 86 % were responded to and resolved at Stage One of our complaints process.

How we used your complaint to improve our service and policies…

When a new tenant moves into one of our properties, we will now replace all failed double glazed units, not just specific windows, if reported within the first 2 weeks of a tenancy start date.

You said, we did…

It was brought to our attention that our gardening contract with Glendale did not include the weed spraying of Bolton at Home footpaths; our contract has now been amended to reflect this service from Glendale, resulting in cleaner, safer spaces.

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