Independent · not part of Bolton at Home
Bolton at Home repairs: how to report a repair, phone numbers and timescales
How to report a repair to Bolton at Home: the repairs phone numbers and emergency line, and how long Bolton at Home has to fix it.
Other names: Arcon Housing Association, Be One Homes
Service update. Bolton at Home says it is currently having a problem with its online forms. You can still report a repair by phone or webchat.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: boltonathome.org.uk
Has Bolton at Home been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Bolton at Home’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Bolton at Home’s emergency line is here.
How to report
Reporting a repair to Bolton at Home
- 01Phone the repairs line. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Bolton at Home misses its own target, complain. You may also be able to claim.
- WebchatWebchat on the Bolton at Home website.
Emergency repairs
When to call Bolton at Home straight away
Phone Bolton at Home straight away if anything puts someone in danger or leaves your home unsafe. Open 8am to 5.30pm, Monday to Friday. Phone straight away for an emergency. The number is in Bolton at Home’s repair contacts.
- 01A leak that can’t be contained
- 02No heating or hot water
- 03Anything that puts health and safety at risk or could badly damage the property
What counts as an emergency, from boltonathome.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Bolton at Home.
Timescales
How long Bolton at Home has to fix it
Bolton at Home’s own repair targets aren’t available while its website is down. These are the legal limits under Awaab’s Law.
| Type of repair | Bolton at Home’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Damp repairs have a 21-day timescale. Mould that is an immediate health risk is cleaned within 7 days, and other mould within 21 days, with 12 months of follow-up checks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Bolton at Home’s damp and mould commitment, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Bolton at Home doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Bolton at Home for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Bolton at Home
This can get Bolton at Home to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Bolton at Home to put things right. In its recent decisions about Bolton at Home, it ordered between £500 and £4,852 in compensation.
How to complain to Bolton at HomeYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Bolton at Home
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Bolton at Home
Acknowledged within 5 working days, with a full reply aimed for within 10 working days.
- Stage 2
Ask for a review
Reviewed in detail, with a written reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Bolton at Home to put things right.
Bolton at Home’s record
How Bolton at Home performs on repairs
Sep 2024: The regulator found weaknesses in delivering a timely repairs service and a large number of ongoing damp and mould cases, though health and safety compliance, knowledge of home condition and complaint handling were sound.
of Bolton at Home tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Bolton at Home in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Bolton at Home
- How it handled reports of various repairs, including leaks.Severe maladministration
£4,852.17 ordered - How it handled reports about damp and mould, including repairs to the gutters.Maladministration
£700 ordered - How it handled reports about damp and mould.Service failure
£500 ordered
Sources: Regulator of Social Housing judgement, 25 September 2024; Bolton at Home tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Bolton at Home’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Bolton at Home repairs: questions
What is Bolton at Home’s repairs number?
01204 328000 (Repairs and emergencies) or 01204 327999 (Gas servicing). Open 8am to 5.30pm, Monday to Friday. Phone straight away for an emergency.
What is Bolton at Home’s emergency or out of hours repairs number?
01204 328000 (Repairs and emergencies). Open 8am to 5.30pm, Monday to Friday. Phone straight away for an emergency.
What does Awaab’s Law mean for Bolton at Home tenants?
Since 27 October 2025, Bolton at Home must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Bolton at Home’s own damp and mould commitment: Damp repairs have a 21-day timescale. Mould that is an immediate health risk is cleaned within 7 days, and other mould within 21 days, with 12 months of follow-up checks.
How do I complain about a repair to Bolton at Home?
Complain to Bolton at Home first, online, by email (customer.care@boltonathome.org.uk) or by phone on 01204 328000. Acknowledged within 5 working days, with a full reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Bolton at Home’s repairs service right now?
When we last checked (5 October 2026), Bolton at Home said: Bolton at Home says it is currently having a problem with its online forms. You can still report a repair by phone or webchat. The other ways to report are in Bolton at Home’s repair contacts on this page.
Can I claim compensation from Bolton at Home?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Bolton at Home for you. It’s free to check.
Start your claimIs Report Repair part of Bolton at Home?
No. Report Repair is independent and not part of Bolton at Home or any council or housing association. We show Bolton at Home’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Bolton at Home has to fix, by problem
Not Bolton at Home?
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Reported a repair to Bolton at Home and still waiting?
About 2 minutes. No documents. Free to check.