Our performance from April - December 2021:

Targets included where applicable

Rent icon 97.9%

Rent collected out of rent due

Target 96%

Keys icon 109

New homes developed.

Stopwatch icon 97.5%

Careline calls answered within 60 seconds

Target 97.5%

Clock icon 99.8%

Emergencies responded to within timescale (24 hours)

Target 100%

Happy face icon 89.2%

Customer satisfaction with most recent repair (April to November)

Target 92.5%

People celebrating icon 120

Paid work outcomes achieved by Work Club members

Person in suit icon 314

Number of new customers registering for support via UCAN work clubs and Working Wardrobe

Calendar icon 144 days

Average re-let time of major voids (empty properties requiring significant work)

Target 140 days

Money icon £7,652,515

Total financial gains for customers through our Money Advice Service

Target £6,525,000

Sad face icon
459 (Stage 1) 46 (Stage 2)

Total number of complaints received.

Calendar icon 96.7%

Repairs appointments kept as a % of appointments made

Target 96.5%

Repairs icon 100%

Extreme emergencies responded to within timescale (2 hours)

Target 100%

Pen and paper icon 99.5%

New tenancies sustained within the first 12 months

Target 90%

Clock icon 112

Training and education outcomes achieved by Work Club members

Calendar icon 36 days

Average re-let time of minor voids (empty properties requiring minor repairs and improvements before a new tenant can move in)

Target 40 days

Pound coin icon 2.4%

Rent loss due to empty properties.

Our performance

We work towards achieving our corporate objectives. These are:

  • Meeting the housing needs of our customers
  • Supporting our customers to be more independent and our communities to be more sustainable
  • Ensuring that our business is well run, responsible and financially secure

More details about how we plan to do this can be found on the About us page.

We are committed to improving our performance and we monitor our performance so we can improve services.

We report on our performance in three ways:

  1. An annual report to customers.  This is a summary of our performance over the year.
  2. Performance reports to our board every three months.
  3. Performance reports to our Operations Committee every three months.

How we will meet your expectations

Our aim is to create ‘homes and neighbourhoods we can all be proud of’ by:

  • Maximising income for our organisation so that we remain viable
  • Maximising income for our customers
  • Diversification of our range of products and services
  • Delivering an efficient and well run business
  • Achieving profitable growth that can be reinvested back into our organisation

Value for money

To see how Bolton at Home meet the Value for Money standard set by the Regulator of Social Housing under our three objectives, considers performance against relevant indicators and the metrics monitored by the regulator, visit: www.boltonathome.org.uk/corporate-document-hub.

Our standards

The Regulator of Social Housing sets out seven standards we have to meet:

  1. Rent
  2. Value for money
  3. Governance and financial viability
  4. Tenant involvement and empowerment
  5. Home
  6. Tenancy
  7. Neighbourhood and community

We have also agreed local standards with our customers in four areas:

  1. Neighbourhood and community: building communities
  2. Home: improving homes
  3. Tenancy: managing tenancies
  4. Customer involvement and empowerment: involving customers

A summary of how we meet our national and local standards can be found at https://www.boltonathome.org.uk/governance-and-regulation

Who are the Regulator of Social Housing?

Housing associations are regulated by the Regulator of Social Housing. It exercises its functions through the Regulation Committee.