590 complaints received between April 2017 and March 2018.
The complaints were about
- Roofing 2.77%
- Day to day repairs or maintenance 31.58%
- Neighbourhood safety or estate enforcement 8.86%
- Environmental services 2.22%
- Subcontractors 17.45%
- Gas and electric servicing 6.37%
- Damp 7.20%
- Multiple issues 8.86%
- Empty properties (‘voids’) 2.22%
- Other 12.47%
We resolved 96% of complaints at the first stage of our complaints process.
We analyse complaints to spot trends and discuss with the relevant service areas. We make changes where possible to improve our service for you.
We regularly review comments about our policies. These are comments where we haven’t failed in providing a service but when a customer has said they are unhappy with one of our policies.
9 out of 10 customers felt that information about the complaints process was easy to get and understand, and that the procedure was easy to follow.
We want you to be happy with our services. If we do get something wrong let us know. This gives us the chance to put things right. If you’re still not happy you can make a complaint. Please go to boltonathome.org.uk/customer-feedback for more information.