You said. We did: intro
You said. We did. Here are some examples of how we've acted on your feedback:
We're committed to operating in an open, honest, and transparent way. So, as well as sharing our various performance results with you (at: www.boltonathome.org.uk/our-performance), we'll also use this page to share examples of how we've acted upon your feedback. You can tap here to access our full Transparency policy through our corporate document hub.
Scroll down to reveal different examples of how we've acted upon your feedback:
You told us..
..what types of information were most important for you to access on our website.
So, in response to this feedback, we..
..improved the website the search facility by adding in more key words, and have also removed old content to give you up-to-date results.
We've also added a translation tool for anyone who'd prefer to browse our website in another language (at www.boltonathome.org.uk/translate).
Where did this feedback come from?
We received this feedback from members of our Resident Voices Channel. If you're interested in earning rewards for sharing your views with us, tap here to learn more about our Resident Voices Channel.
You told us..
..that we need to keep you informed and improve communication on repairs and the safety of your home.
So, in response to this feedback, we..
..created a repairs customer communications plan for social media, and updated information has been added onto the website for:
- our Repairs policy (at www.boltonathome.org.uk/repairs-policy),
- advice on dealing with damp, condensation, and mould (at www.boltonathome.org.uk/damp-condensation-mould),
- and keeping you and your home safe (at www.boltonathome.org.uk/building-safety.
Where did this feedback come from?
We received this feedback from members of our Resident Voices Channel. If you're interested in earning rewards for sharing your views with us, tap here to learn more about our Resident Voices Channel.
You told us..
..that we need to be more transparent in how we involve you in the design of our policies and services.
So, in response to this feedback, we..
..are planning to update our website with further examples of what has been changed as a result of customer involvement and scrutiny.
And we're also preparing and sharing a list of policies that are due to reviewed by customers over the next 12 months.
Where did this feedback come from?
We received this feedback from members of our Resident Voices Channel. If you're interested in earning rewards for sharing your views with us, tap here to learn more about our Resident Voices Channel.
Plus, here are some outcomes from our Development Team (responsible for the delivery of new build properties)
- 89.6% of respondents indicated that they were ‘fairly’ or ‘very’ satisfied with their new build property.
- At least 9 out of 10 respondents are satisfied with the following external aspects of their property: appearance, access to amenities, location, and size.
- And at least 9 out of 10 respondents are satisfied with the following internal aspects of their property: bathroom, kitchen, lounge, power sockets, lighting.
To act on feedback and improve our new build properties, we..
- Introduced a New Clerk of Works (in October 2023), which provides more on site presence, a 'right first time' focus, and a more responsive service.
- Began involving our Neighbourhood Services colleagues earlier to ensure bins are located in the optimal position. For example, at our Avenue St. development, the bin store has been moved to a more convenient location.
- Included cleaning stores in our more recent apartment blocks to aid the cleaning service. For example, these have now been added at our Moor Lane development, despite not being in the original plans for this site.
- Raised specific items earlier in the process with our contractors. For example, garden design and drainage. At our Avenue St. development, there was an early recognition that four new properties could have drainage issues (due to their sloping gardens), so, we agreed that additional drainage should be included early within the construction process.
Learn more about our new build developments:
If you'd like to learn more about some of most recent and in-progress new build developments, please visit: www.boltonathome.org.uk/new-build-developments.
Ways to be involved and tell us what you think
You have the right to have your voice heard by your landlord
We want to give you more opportunities to share your views to help us improve our services.
Tap the tabs below to learn more about some of the ways you can have your say, or tap here for a full list of ways you can be involved as a customer.
Want to share your feedback on our 'You said. We did.' page (this page)?
Please let us know if you've any feedback on, or ideas for, our 'You said. We did' page (this page):
Regardless of whether it's positive or negative, we'd love to hear your feedback and/or suggestions to help us make this page even better. Please let us know by emailing: RVC@boltonathome.org.uk.
Join our Resident Voices Channel
Complete surveys. Improve your neighbourhood. Get rewarded. Join our Resident Voices Channel today:
Give your opinion to improve the services you get from us, suggest new ideas, and get free shopping vouchers.
Be part of our new Resident Voices Channel (RVC) and share your thoughts to help us deliver a better service for all tenants.
Join our Group Customer Scrutiny Panel
Join our Group Customer Scrutiny Panel
Made up of a majority of tenants, alongside leaseholders and customers, our Scrutiny panel's main roles are to:
- Deliver independent scrutiny of our housing services with the aim of making them better for our customers,
- Ensure our housing services are accessible and meet the needs of all customers,
- Promote better value for money, identifying any areas they feel savings could be made,
- Inform, and- where possible- involve more of our tenants in their activities,
- Support the aims and objectives of the Bolton at Home Group.
Join our Resident Building Safety Panel
Do you live in one of our high-rise buildings** (at least seven stories, or 18 metres in height)
**Our current high-rise buildings are:
- Rainford House,
- Blackshaw House,
- Rogerstead House,
- Fernstead House,
- and Arundel Court.
If you live in one of these buildings, you're eligible to join our Resident Building Safety Panel, where you'll have an exclusive space to voice your opinions and shape our decision making on important safety matters going forward (and we may offer you rewards for your contributions).
Join our Group Operations Committee or become a Group Board Member
Our Group Operations Committee:
Members of our Group Operations Committee make sure that our frontline services are working to provide the best possible services for our tenants and other customers in our communities.
At any one time the Committee is made up of around seven people, with at least half of members being tenants, former tenants or other customers of our services. You can learn more about our Operations Committee and see vacancies when they're available by tapping here.
Our Group Board:
The Board is a group of appointed members who jointly oversee the activities of the organisation.
Our Board sets the strategic direction and is accountable to BH customers and other stakeholders for our overall performance in delivering housing and regeneration services to its customers. You can learn more about our Board, and see vacancies when they're available by tapping here.
You can make a complaint, leave a compliment, or make a suggestion
You have the right to have your complaints dealt with promptly and fairly, with access to the Housing Ombudsman (who will give you swift and fair redress when needed)
We want you to be happy with the services you receive and we value your feedback. We welcome both positive and negative comments as they help us to improve and learn from our experiences. We want to:
- listen to your feedback, good or bad,
- deal with complaints efficiently and effectively,
- keep you up to date with progress,
- and be open and honest about the process.
If we fail to deliver on our promises, you may wish to complain. If you'd like:
- steps on how to make a complaint, leave a compliment, or make a suggestion,
- details on how we're learning and improving,
- and details on how to approach the Housing Ombudsman (if you still aren't satisfied with how we've dealt with your complaint)..
..please tap here to visit our Complaints, compliments, and suggestions page.
External information on complaints and the Housing Ombudsman
- The Housing Ombudsman is a free service that helps resolve disputes between tenants and landlords and you can read more about it here: www.housing-ombudsman.org.uk (opens in a new tab).
- Our approach to handling complaints is compliant with the Housing Ombudsman’s Complaint Handling Code, which you can read by tapping here (opens in a new tab).
- The UK government website also provides information for social housing tenants, including how to complain, and you can access it by tapping here (opens in a new tab).
Our approach to equality/diversity, and details on joining our Equality Impact Panel
Our aim is to create homes and neighbourhoods we can all be proud of, and we want to do this in a fair and responsible way.
In an increasingly diverse world we must understand people’s differences. By doing this, we can develop and make changes to our services and be confident that everyone has fair and equal access to them.
In developing services that can be accessed by all, we must ensure that our policies are fit for purpose. This means that they are all subjected to a fair review and analysis with our Equality Impact Panel, which is made up of customers.
Stay in touch with us on social media
Follow us on Facebook:
- Tap here to visit our main Bolton at Home Facebook page (opens in a new tab).
- You can also tap here to follow our Bolton at Home Communities and UCAN centres Facebook page (opens in a new tab) for the latest updates from our UCAN centres and Community Engagement teams.
- And you can tap here to follow our Bolton at Work Facebook page, which regularly shares details on local employment and training opportunities (opens in a new tab).
Follow us on Twitter/X:
You can tap here to follow us on Twitter/X (opens in a new tab) to get the latest news and events information.
Follow us on LinkedIn:
You can tap here to follow us on LinkedIn (opens in a new tab).