Welcome to our annual report
In this year’s report, we have focused on the things you have told us are most important to you – such as investing in and maintaining your home, keeping you safe, dealing with damp and mould, communicating with you, and acting on complaints.
Welcome to our annual report
In this year’s report, we have focused on the things you have told us are most important to you – such as investing in and maintaining your home, keeping you safe, dealing with damp and mould, communicating with you, and acting on complaints.
Annual Report 2024–2025: A message from Noel Sharpe
Noel Sharpe
This year we have spent £58 million on looking after homes and over the coming years, we will prioritise this investment as much as we can because we know how important it is to you. We also want to continue the work we have started this year to improve our processes and systems for delivering our day-to-day repairs service and our extensive major improvements programme, to improve your experience as a valued customer. We are committed to meeting the standards both you and we expect.
Throughout the report, we have highlighted how your feedback has played a vital role in helping us to make meaningful improvements to our services whilst recognising where we still have work to do. We have also included links to further information on how you can have your say, get involved or share your feedback with us.
Looking forward you will likely have heard that Bolton at Home will become Be One Homes from April 2026, and you might already have spotted our new branding such as on our vans and colleague workwear. We believe now is the right time to change our name to one that better represents all of our customers, including those living outside of Bolton, and our ongoing commitment to providing homes and opportunities to support people to build better lives wherever they live.
Whilst this will be the last annual report we share as Bolton at Home, I hope it gives you a good overview of the work our teams are prioritising and how we can help if you ever need us.
We are working hard to be a good landlord for you, and this includes listening to understand where we might be able to assist if you have additional needs or if your circumstances have altered. Please do let us know if things have changed for you so we can make sure our services work best for you.
As always, thank you to all our customers, colleagues, Board and Committee members, partners and volunteers for your very valued contributions and support over the past year. We really appreciate it.
Noel Sharpe, Group Chief Executive
Ian Munro
As ever, this year has been filled with significant progress, challenges, and changes – and we remain committed to listening and learning so that we can provide even better services.
We know how important faster repairs, clearer communication, and simpler ways to report issues are to you. That’s why we’ve continued to invest significantly in your homes, and in the systems and processes that will make our services more responsive and reliable.
Our top priorities also include keeping you safe at home, reducing fuel costs through warmer and more energy efficient homes, and increasing the supply of quality affordable housing through our development programme.
What’s more, our increased accountability to the Regulator of Social Housing and the Housing Ombudsman reinforces our long-standing focus on and transparency and meeting your expectations.
We know that the best ideas come from working together, and we invite you to get involved where you can. We want to work with more of you to help shape our services and find better ways of doing things.
We hope our annual report gives you a good idea of the things we have been prioritising, and how important your feedback is in helping us to improve. As we prepare to become Be One Homes, the coming year will be one of continued investment and listening to understand what matters most to you.
Ian Munro, Chair of our Group Board
Sharon Hanbury
The role of our Operations Committee is to ensure Bolton at Home provides the best possible services for customers and the wider community. It has been another very busy and productive year.
We have continued to grow and develop as a committee, welcoming two new members whose experience and insight will help strengthen our work. Their contributions are already supporting our focus on customer-facing policies, providing constructive challenge, and shaping transformation projects across the business.
Our work this year has centred on key areas including damp and mould, repairs, and health and safety. We’ve also supported the organisation in progressing toward a more integrated approach to managing all properties across the region, while recognising and maintaining the need for separate oversight where appropriate.
Complaints performance has been a major area of focus, particularly how customer feedback is used to drive service improvements. We’ve played an active role in developing and implementing an improvement plan that will help strengthen our position ahead of the Regulator of Social Housing’s next inspection.
As ever, the operating environment remains challenging, and the committee continues to recognise and respond to this in our work. We’ve been pleased to see the organisation’s commitment to transparency and customer focus grow even stronger.
Looking ahead, as we prepare to become Be One Homes, customers can expect to see meaningful improvements in the services they receive. These will be driven by changes to systems, processes, and policies – many of which we’ve helped shape through our unique insight and oversight.
Sharon Hanbury, Chair of our Group Operations Committee
Leah Walters
We've had a productive year working with different areas of the organisation, reviewing policies and strategies, and completing an in-depth look at how accessible Bolton at Home’s communications really are. This was our biggest project to date, and it’s already making a big difference to customers.
We continue to get updates on the changes being made, as they become embedded into all aspects of the rebrand that’s fast approaching – including the new Be One Homes website.
I'm proud of what our panel has achieved this year and I look forward to seeing how our efforts benefit customers in our communities.
Leah Walters, Chair of our Group Customer Scrutiny Panel