Make a complaint, compliment, or suggestion:
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.
If we fail to deliver on our promises, you may wish to complain, and this page tells you how to do it.
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.
Frequently asked questions about our complaints process:
What's a complaint?
A complaint is when you tell us you're dissatisfied with our services.
This is also known as an expression of dissatisfaction. This could include when:
- You think we've done something badly or wrong.
- You think we haven't done something that we said we'd do.
- You think we've failed to provide a service to the agreed standard.
- You think we've treated you unfairly or discourteously.
A complaint could also be about a person or organisation acting on behalf of Be One Homes. For example, it could be about a partner or contractor we've paid to provide services for our customers.
We 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've received, how we delivered the service to you, how you were dealt with, or how you've been affected as an individual or a group.
We ask that you contact us with your feedback within 12 months of the incident occurring to allow us to deal with the matter as soon as possible.
We're 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.
The complaints process: how do Stage 1 and 2 complaints work?
Stage 1 complaints:
We have a specialist dedicated team of Customer Care Coordinators 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 customer.care@beonehomes.com
- Phone our Customer Contact Centre on 01204 328000
- Send us a private message on Facebook
- Contact your local MP/Elected Member to act on your behalf. You can tap here to view a list of MPs and Elected Members on the gov.uk website.
To help us assist you:
- Please provide your name and address
- Let us know about your feedback
- Let us know what you think we should do
- Please provide your daytime contact number and email address (if you have one)
We'll always try to resolve your complaint in the first instance over the telephone, but if this isn't possible and we need time to look at it, we'll acknowledge that we've received your complaint with five working days. We'll aim to provide you with a full response within 10 working days. If we can’t get back to you in that time, we'll explain why and tell you how long it'll take.
Here's our address:
Be One Homes
98 Waters Meeting Road
Bolton
BL1 8SW
Stage 2 complaints (Senior Management review):
If you're still not happy after we've investigated your complaint, you can ask us to progress it to Stage 2.This review will usually be done by a Senior Manager or a Director.
They'll 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.
How do I leave feedback on the complaints process?
You can leave feedback on our complaints process if you'd like to tell us how we did or how we can improve.
To leave feedback, please call 01204 328000 or send an email to customer.care@beonehomes.com.
I'd like to make a complaint about a neighbour (report antisocial behaviour)
Our Neighbourhood Safety and Enforcement Team can provide support if you're having trouble with a neighbour.
I'd like to make a complaint relating to R-haus (a subsidiary of Be One Homes)
If you'd like to register a complaint with R-haus, please contact hello@r-haus.org.
We're here to help. Tell us what you'd like to do:
Make a complaint:
Also known as an expression of dissatisfaction.
Leave a compliment:
Let us know if you're pleased with our service. We'll pass your feedback onto the relevant team.
I'm an MP or Elected Member:
You can let us know on behalf of your constituent how we can help.
Make a policy comment:
We're interested to know if you think our policies could be improved. We review our them on a yearly basis.
Make a service request:
Tap if you'd like to make a request for assistance or advice where no formal complaint has been made to us.
Report antisocial behaviour:
If you'd like to make a complaint about a neighbour, please contact our Neighbourhood Safety and Enforcement Service. Tap for more information.
Your information and our Privacy Notice:
Tap to view our Privacy Policy and get details on how to request personal information held by Be One Homes.
Learn about your rights as a social housing tenant:
Tap if you'd like to learn more about your rights as a social housing tenant, along with the ways we and others can help you to exercise them.
See our Housing Ombudsman self-assessment (2025):
Read our Annual Complaints Performance and Service Improvement Report:
Our Annual Complaints Performance and Service Improvement Report provides an analysis of the customer feedback we’ve received during the last year under the complaints handling procedure.
Learn more about our customer feedback (complaints) process:
If you’d like to learn more about our customer feedback (complaints) process, we’d encourage you to read our ‘Customer feedback policy’.
See our policy for compensation and redress:
Sometimes you might feel you need compensation from us. For more information on how we deal with these requests, please read our ‘Compensation and redress policy’.
If you're still dissatisfied, contact the Housing Ombudsman Service:
If you remain dissatisfied with the way we’ve handled your complaint, you can ask the Housing Ombudsman Service to escalate your complaint after you’ve completed our complaints procedure. The contact details for the Housing Ombudsman Service are:
