When things go wrong

How we’re improving our complaints system

We’re committed to giving you a high-quality service, but we recognise that we don't always get things right. If you’re unhappy, we encourage you to tell us. Your feedback is important as it helps us to continue improving our services.

As part of a review of some of our key performance areas, we’ve looked at how we can improve the way we handle complaints and how we learn from them. Here are some of the improvements we’re making.

More training

We’re giving extra training to staff who investigate, co-ordinate and respond to complaints. This will help us to meet the high standards that you and the Housing Ombudsman ask of us.

Improving the process

We’ve produced new information for staff on how to direct you to the Customer Care Team if you have a complaint. This will ensure that all tenants receive a consistent service from us.

Learning from complaints

We’ve improved how we learn from complaints by making sure that actions are put in place to stop similar problems happening again.

Tackling problem areas

We’re putting extra resources in to support areas where there are higher levels of complaints, as a temporary measure.

Listening to you

We’re investigating some recent complaints to look closely at what went wrong and how we can improve. This will include getting detailed feedback from the tenants involved.

If you want to make a complaint, give a compliment or share a suggestion, you can:

Phone 01204 328000

Write to Bolton at Home, 98 Waters Meeting Road, Bolton, BL1 8SW.

If you have a story to share, please email news@boltonathome.org.uk