Group Customer Scrutiny Panel

The work of our Customer Scrutiny Panel has led to tangible changes and improvements for customers.  Some of the areas they have covered in the last two years include:

In 2023 to 2024:

• Three new members were recruited to the panel and trained.
• Our panel contributed to the consultation which resulted in several changes to our Repairs Policy, namely changes to our response times for non-urgent repairs and clarification of when repairs are the responsibility of us or of tenants themselves.
• Our panel had input into the content of our new Transparency Policy, including what matters most to tenants and also into the tone and layout of the policy.
• The panel helped redesign the Terms of Reference for their own panel.
• Feedback on the design and layout of our annual Business Plan leading to improvements in readability and accessibility for all customers.
• Full service review focussed on our Enforcement Service.  This led to a full review of the website content for customers making it more useful and accessible, a number of social media posts with the aim of managing customers’ expectations of the service, co-design of a new Good Neighbour Guide for customers, changes to the Pet Guide taking account of customer vulnerabilities and raising awareness of support services available.

---

In 2022 to 2023:

• Seven new members recruited to the panel and trained.
• The panel carried out a full service review focussed on how we deal with damp, condensation and mould, leading to changes in how we collect information on the number of cases, accessible customer friendly communications campaign focussed on how to prevent, deal with and report such issues, training for all staff on recognising and responding to reports of issues,
• Panel members were trained to assess community grant applications for projects and initiatives across our communities.
• Review of income management letters sent out when customers in rent arrears.  Improvements included changes to wording, improved design and accessibility and more information regarding support services included.
• Older People’s Services Manager Q&A with feedback leading to changes in testing of Careline pendant cords.
• Review of our Consumer Standards self assessment leading to changes and clarification of certain wording, demonstrating tenant transparency with what we share with our regulator.

 

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a Bolton at Home tenant for 29 years, I joined Customer Scrutiny Panel in May 2024.

Where do you live?

Farnworth, Bolton.

Why did you join our Scrutiny Panel?

I volunteer for a community group and heard about it through Bolton at Home staff. I have had a lot of good experiences with Bolton at Home as a tenant and I like to support other tenants with the information I learn on Scrutiny.

Could you tell us an interesting fact about yourself?

I trained as a funeral assistant.

Do you have any hobbies? What do you do in your free time?

Women of Willow Hey, reading biographies and fiction.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a Bolton at Home tenant for 30 years, I joined Customer Scrutiny Panel in May 2024.

Where do you live?

Farnworth, Bolton.

Why did you join our Scrutiny Panel?

I wanted to learn more about Bolton at Home’s plans for the future. I like to help other residents.

Could you tell us an interesting fact about yourself?

I teach adults with learning disabilities to do arts, crafts & woodwork

Do you have any hobbies? What do you do in your free time?

Gardening, woodwork, arts and crafts. I can usually be found on Willow Hey!

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant over 11 years and joined Scrutiny panel mid 2022. 

Where do you live?

I live in Breightmet, Bolton, but have previously lived in Great Lever.

Why did you join our Scrutiny panel? What do you like about it? (Eg what do you gain/have you gained from being involved?)

The ability to pass on my own, and others' views.

Could you tell us an interesting fact about yourself?

I am ex Army (RCT Royal court of Transport).

I also survived stage 2 bowel cancer at 48 year old.

Do you have any hobbies? What do you do in your free time?

I enjoy crafting in my spare time.

I also do a lot of volunteering with Bolton Guild of Help, Bolton Carers, Withins Action Group (WAG) & Bowel Cancer UK.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant for 13 years and joined Scrutiny in early 2023.

Where do you live?

I live in Horwich and was brought up in Daubhill.

Why did you join our Scrutiny Panel? What do you like about it?

I joined because I found it interesting to get to know more about Bolton at Home. Had many more insights into what is going on in Bolton and through Bolton at Home. It has opened my eyes into all the work that goes on across Bolton for tenants and communities. Its good to see behind the scenes.

Could you tell us an interesting fact about yourself?

I met Princess Anne when I was 16 years old, working at a textile mill in Bolton. I used to be the senior manager for a large American insurance company.

Do you have any hobbies? What do you do in your free time?

I enjoy spending time with my great grandchildren. I have also been the Vice Chair for the Seniors in Partnership group for around five years.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant for 22 years and part of the Scrutiny Panel since mid 2022.

Where do you live?

Breightmet, Bolton

Why did you join our Scrutiny Panel?

I joined the panel to make a difference and feel heard. I have met so many new people and learnt loads, technical terms, legal jargon. I have enjoyed learning how Bolton at Home is run.

Could you tell us an interesting fact about yourself?

I am animal mad, I have too many to count.

Do you have any hobbies? What do you do in your free time?

I enjoy swimming, caring for and riding horses and socialising.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a Bolton at Home tenant for eight and a half years and joined Scrutiny in early 2023. 

Where do you live? 

Halliwell, Bolton

Why did you join our Scrutiny Panel?

To find out more and be involved. I like finding out what goes into shaping all the services that Bolton at Home provide and how they work.

I have gained more understanding and confidence that we are working towards an accessible society.

Could you tell us an interesting fact about yourself?

I am a trekkie!

Do you have any hobbies? What do you do in your free time?

I foster dogs for a charity. I enjoy spending time with friends, reading and doing adapted crochet.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant just over four and a half years and joined Scrutiny mid 2022.

Where do you live?

Harwood, Bolton

Why did you join our Scrutiny Panel?

I was interested to find out more about Bolton at Home and how it works.

It has been very interesting and I have learnt a lot. I also wanted to contribute and represent my community.

Could you tell us an interesting fact about yourself?

I was a relationship counsellor and tutor for over 30 years.

I was also the registrar for Fred Dibnah’s marriage.

Do you have any hobbies? What do you do in your free time?

I am a school governor. I enjoy cooking. I am the secretary of Longsight Lodge Residents Association.

I also enjoy bee keeping.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant for 41 years on and off. I have been in my current home for 23 years.

I joined the Scrutiny Panel mid 2022. 

Where do you live?

Johnson Fold, Bolton

Why did you join our Scrutiny Panel?

I joined because I wanted to represent tenants and give them a voice. Being on Scrutiny gives me an opportunity to share opinions and views with other people that are trying to make change.

Could you tell us an interesting fact about yourself?

I had the wonderful opportunity to volunteer in Slovenia. Doing work to support children with cerebral palsy to build a better future for them.

Do you have any hobbies? What do you do in your free time?

Gardening and spending time with family. I love to be outdoors.

How long have you been a Bolton at Home tenant, and how long have you been part of the Scrutiny Panel?

I have been a tenant for nine years and joined scrutiny in August 2022.

Where do you live?

Great Lever, Bolton

Why did you join our Scrutiny Panel?

I joined because it was a great opportunity to get involved and understand how Bolton at Home work. I wanted to improve things for all residents. I have met people from all different areas of Bolton. We work well together and are a good team. We all help each other and it’s a pleasure to be involved.

Could you tell us an interesting fact about yourself?

I keep pet Chinchillas.

Do you have any hobbies? What do you do in your free time?

I enjoy giving back to the community and as a result I am involved with six or seven groups. I also make jewellery.