Contact Centre Service
Our Customer Contact Centre is here to help you in any way you prefer to get in touch. You can reach us by phone, email, web chat, social media, or by visiting our main office at Valley House to talk to us face-to-face. Please see our website for further information on opening times at www.boltonathome.org.uk/contact-us.
In December 2023, we introduced a new system called ‘Talkative’ to provide you with different ways to get in touch with us that suit your needs and preferences. Since then, we’ve handled 13,630 emails and 1,738 web chats. We plan to introduce more ways to contact us over the next 12 months. Last year, we handled 181,225 calls, which was a 42% increase on the previous year. This is partly down to the increased rights and awareness social housing customers now have about their homes, the services available to them, and the information needed to hold their landlords to account.
You can read more about your rights at www.boltonathome.org.uk/know-your-rights.
We’ve seen a 61% increase in calls to our complaints line, handling 19,472 complaint queries during the year. Most customer concerns were resolved during the initial call, and the number of formal complaints stood at 1,210.
The cost-of-living crisis led to a significant increase in calls to our money advice line, totalling 3,366 compared to 132 the previous year.
Repair enquiries continued to be the primary reason for customer contacts, with over 91,338 calls answered last year, up from 62,910 the year before. The team handled 8,604 calls on the anti-social behaviour line compared to 5,225 the year before. Additionally, there were 21,432 switchboard calls and 41,273 calls on the rent enquiries and payment lines.
You can contact us via:
Phone: 01204 328000, 8am to 5.30pm, Monday to Friday.
Live chat via our website: www.boltonathome.org.uk/contact-us/ 8am to 5.30pm, Monday to Friday
Email: info@boltonathome.org.uk
Direct message us on Facebook: www.facebook.com/fbboltonathome
Write to: Bolton at Home, 98 Waters Meeting Road, Bolton, BL1 8SW