Complaints header

Decorative header image reading 'Complaints, compliments and suggestions'.

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.

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.

Bolton at Home define a complaint as an expression of dissatisfaction by a customer when something has gone wrong. This may be about the quality of the service you received, how we delivered the service to you, how you were dealt with or how you have been affected as an individual /or a group.

We ask that you contact us with your feedback within 6 months of the incident occurring to allow us to deal with the matter as soon as possible.

We are unable to accept your complaint if:

  • It relates to a first time request for a service;
  • Legal proceedings are pending or have started, or where there is a legal solution;
  • It relates to an issue that has occurred due to an Act of God e.g. high winds;
  • It is a disagreement with our policies or procedures;
  • It relates to reports about neighbour nuisance and/or antisocial behaviour (this will be dealt with under our Antisocial Behaviour Policy);
  • It is considered the demands are unreasonable / aggressive or unreasonably persistent.

See our 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 web forms (by clicking or tapping on the tiles above)
  • Send a letter to the Customer Care Team (you'll find our address below)
  • Email us at
  • Phone our Customer Contact Centre on 01204 328000
  • Send us a private message on Facebook

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
01204 328000


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 20 working days.

Want to leave feedback on our complaints process?

If you have used our complaints service and would like to give us feedback on how we did, please telephone 01204 328000 Monday to Friday between 8am- 5.30pm or email

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

Housing Ombudsman Address:

Housing Ombudsman Exchange Tower,
Harbour Exchange Square,
E14 9GE

Telephone Number: 0300 111 3000



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

View our Housing Ombudsman Self Assessment

You can view our Housing Ombudsman Self Assessment below:

Bolton-at-Home-complaint-self-assessment-December 2021.pdf 

Housing Ombudsman Address:

Housing Ombudsman Exchange Tower,
Harbour Exchange Square,
E14 9GE

Telephone Number: 0300 111 3000


R-Haus and ASB Complaints

If you'd like to register a complaint with R-Haus, please contact them directly by visiting their website

If you'd like to make a complaint about a neighbour, please contact our antisocial behaviour team. To find out more about this, check out our antisocial behaviour team pages on

Get more information

For more information, you can read our most up to date Complaints & customer feedback policy here:

Customer feedback policy (Group) [pdf] 110KB

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] 128KB

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've also added an online form you can download to leave suggestions, comments and complaints too.

You said, we did. Weed spraying...

You said weed spraying should be part of our gardening offer.

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.

We’re happy to deal with your complaints…

In fact in the financial year 2018 to 2019 we dealt with 462 formal complaints, of which 86 % were responded to and resolved at Stage One of our complaints process.

In the financial year 2019-2020 we dealt with 393 formal complaints of which 82% 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.