Residents Voice - Be involved
Resident voices: being involved and being heard
There are lots of opportunities for you to make a bigger difference to services. We’re keen to involve you in what we do, and we offer a choice of ways for you to challenge our performance and help design and shape our services. More information is available here: www.boltonathome.org.uk/be-involved
A summary of our satisfaction surveys
We continually collect satisfaction scores for services. This is done either over the telephone (with customers being asked to complete a short form by a member of staff independent of the service area), or by text message. The results in the table below show the overall satisfaction scores for each of the services measured.
Survey results are used to follow up on issues which tenants have flagged as not being resolved, identify where staff may need extra support or training, flag up issues with contractors, or identify any trends or themes.
Feedback from our Resident Voices channel
In mid-March there were 173 current members of the Resident Voices Channel. Here’s some quotes from members:
“I joined Voices as I like updating you on the things that are good, as well as what we need in our area. I also joined as I like to keep myself busy. It keeps my mind a bit busier and ensures the best for my community.”
“I feel like my opinions matter and can make a difference to the place I live.”
“I think it’s a really good thing to join. The surveys don’t take long to complete at all - just a few minutes in most cases. It also gives you an opportunity to have your say on what happens in the future.”
Recently we’ve undertaken a further three surveys about the design of the customer portal for our new housing management IT system, the Neighbourhood Policy and how social media is used (to inform development of digital channels).
The outcomes of the surveys conducted so far include:
- Adoption of the Together with Tenants Charter for Arcon and Bolton at Home, with training and awareness for staff being rolled out currently.
- We're using information from a survey to inform priorities for a new customer portal.
- Neighbourhood Policy – we facilitated estate clean up days and are assessing options for future joint working with customers. This may involve a new internal arrangement linked to community engagement and getting more residents involved.
- Rewards scheme – the timing and frequency that the shopping vouchers are issued has been aligned with the preferences of the members.
We’ve also extended the opportunity to join the Resident Voices to Arcon tenants.
Inviting customer scrutiny
Our Customer Scrutiny Panel’s last service review relating to damp and mould was completed in May 2022. The action plan in response to this is monitored by Operations Committee. Since then, we’ve recruited more members and currently have 10 members representing a broad range of customers from across the borough.
We’ve continued to identify opportunities for the group to develop and influence services. The panel have had Q&A sessions with various service areas, participated in local community activities, given views on increased communal energy costs, and assessed applications for our community grants.
They’ve also reviewed our Rent to Buy Policy and our Mutual Exchange Policy and given feedback on rent arrears letters, our Business Plan, and our Annual Report.
The panel is currently undertaking a service review relating to noise and antisocial behaviour reflecting the focus on this by the Housing Ombudsman.
Our Youth Scrutiny Panel
Our Youth Scrutiny Panel pilot also continues to develop. Working with youth charity Reclaim, we’ve recruited 10 young people who are either tenants or young people who live with tenant parents.
The group had their own ‘day on the road’ where they visited several locations and saw behind the scenes of Bolton at Home.
They’re currently working on improving the look and accessibility of our new interim Repairs and Maintenance Policy.
“I joined the Customer Scrutiny Panel last year after 20 years as a volunteer community journalist. In the time since I have joined, we have influenced policy, deep dived into departments to identify problems, had input on communications and have conducted a service review. Scrutiny is more important than ever as tenants adapt to the challenges and strains of the current cost of living crisis, and I enjoy representing and working for tenants.”
Pete Hopkinson, Customer Scrutiny Panel Member