Ensuring our business is well run, responsible and financially secure -
Learning from complaints
We hold ourselves to high standards and take complaints seriously.
We investigate each complaint and learn from them so we can continue to improve.
complaints received this year, down from 739 last year.
of complaints were resolved at the first stage of investigation.
Complaints by type: 45% communication 23% service failure 21% quality 10% timescale
The big drop in complaints from the year before is very likely due to the pandemic and the limited services during lockdown. We did see complaint levels rise again as services reopened.
We review our complaints to help us improve and reduce the chance of the problem happening again. From the following examples, you can read how we’re improving what we do as a result of your complaints.
Fly tipping and rubbish in communal areas.
Regular communication with customers around the use of recycle bins and extra monitoring of the areas to avoid a build-up of rubbish.
Damp issues and delays due to COVID-19
We’ll improve communication with customers to give clear timescales and update customers if there’s a delay, while working to resolve damp issues as quickly as possible.
Disruption for a customer who required a wet room/shower changing back to a bath, and cost to us.
Reviewed our Allocations Policy so we’re clearer that homes have been adapted when we advertise them, and can’t be changed back, and reviewing our Repairs Policy to be clearer on what changes we can make.
We missed appointments, using old customer phone numbers for attempted communication.
Introducing our new housing management system should resolve the issue with customer mobile numbers not updating correctly in the future. Until then, our customer service advisors are updating customer details when they contact us for a service. We’ll also be recording customers’ preferred method of contact to help improve communication.
Some customers unhappy with our Antisocial Behaviour Policy and us being unclear in our letters to you.
Reviewed our Antisocial Behaviour Policy and changed letters to reflect customer feedback, by including more information and clearer guidance.
You can read more information and download a customer feedback form here: www.boltonathome.org.uk/customer-feedback
You can read the Housing Ombudsman’s Complaint Handling Code here: www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Complaint-Handling-Code.pdf