Housing regeneration of local areas and improving Private sector Housing

Concierge and CCTV
Housing Percent (%) for Art
Private sector renewal (for private sector customers)
Streetworks
General standards
Comments, compliments and complaints
Useful links

Concierge and CCTV

The Concierge service controls access to buildings at a number of Bolton at Home and Housing Association blocks monitoring visitors. Operators are on duty 24 hours a day, 365 days a year. All Bolton at Home operators will receive data protection training and will be SIA (Security Industry Authority) licensed. Customers have access to their homes, but visitors have to obtain entry either via the customer their visiting or via Concierge control panels. Concierge also operates a Closed Circuit Television (CCTV) monitoring service within the blocks. The aim of the service is to provide a safer environment for customers and their visitors.

Concierge and CCTV service standards:

• any requests for feedback from the CCTV system, for example, a request to know if an incident was recorded by the cameras will receive a response within 10 working days
• over 90% of faults on CCTV/Concierge system will be repaired within 48 hours
• customers telephoning the control centre will be answered within 15 seconds
• staff will be available 24 hours a day, 365 days a year, to cover the Concierge and CCTV system

For more information telephone the Concierge Team on 01204 335974.

Housing Percent (%) for Art

The Housing Percent for Art team is a Bolton at Home service. The service also serves the organisations of Bolton Community Homes, an umbrella partnership of housing associations working in the Bolton Borough. The aim of the service is to support groups or organisations working within Bolton’s social housing areas to develop creative arts projects that involve and benefit the whole community.

Housing Percent for Art service standards:

• within five working days of a request, a Project Proposal form for a project will be posted
• local Bolton artists will be employed where possible
• customers will be updated at each stage of the process
• a detailed explanation will be given of why project proposals have been successful or failed

For more information click here, telephone 01204 335114 or write to:

Housing Percent for Art
The UCAN Centre
Hatfield Road
Bolton
BL1 3BU
 

Private sector renewal (for private sector customers)

The aim of the service is to improve the condition of private sector housing and to regenerate local communities by providing services that meet local and individual needs. The service provides grants in targeted areas for physical improvements to private sector stock and the environment. Targeted areas are supported through Local Community Planning and through Urban Care and Neighbourhood Centres (UCAN Centres).

Private sector renewal service standards:

• all schemes will be completed by an agreed date. We will advise customers of the agreed completion dates before starting work on each scheme.
• within 10 working days of a completion date changing, customers will be informed of any extension to the agreed completion date. We will inform customers of any changes to the completion date for the scheme and the reasons for change.
• each scheme will have a named contact person. Should the named contact person change, we will notify the customer within 10 working days.

For more information click here, telephone 01204 335679 / 335858 or minicom on 01204 335857 or write to:

Bolton at Home
154/162 Blackburn Road
Bolton
BL1 8DR
 

Streetworks

The Streetworks service covers the environmental care and maintenance of targeted estates. Streetworks operates in the areas of:

• Hall’ith’Wood
• Johnson Fold
• Oldhams
• Deane
• New Bury
• Hulton Lane
• Oxford Grove

Streetworks is a community driven, estate based service, which has been developed to reflect local customer priorities.

Bolton at Home works in partnership with local customers and Bolton Council, to care for and improve the appearance of estates, including street cleaning, empty properties and garden clearance, fly tipping, dog fouling, weed control, tree pruning, environmental education and removal of graffiti. In addition, Bolton at Home works in partnership with Great Lever Neighbourhood Management on their NEAT team (Neighbourhood Estate Action Team) approach in Great Lever and similarly with East Bolton Regeneration in east Bolton.

Streetworks service standard:

• Bolton at Home will maintain customer satisfaction in Streetwork areas and monitor this through the annual customer satisfaction survey.

For more information contact your local neighbourhood housing office.
 

General standards

Bolton at Home has standards for its services which include:

• answering letters within 14 calendar days
• acknowledging receipt of your email within 24 hours and providing a full response within 14 calendar days
• acknowledging complaints within five calendar days and replying within 14 calendar days
• answering telephone calls within 15 seconds or six rings, for Careline standards please click here
• if requested appointments will be made within 14 calendar days and at your convenience, for antisocial behaviour standards please click here
• if preferred we will visit you at home
• if preferred we will arrange:
      a signer, translator or interpreter
      same sex interviewers
      information in a variety of formats including Braille, audiotape or large   print
• dealing with your enquiry promptly and efficiently, whether it is by letter, email, telephone or a visit to our offices or your home
   

Comments, compliments and complaints.

If you would like more information, or have a comment, complaint or suggestion about how we can improve our services or complain to us about a service you have received. This form is available from reception areas, contact us directly on 01204 335765 and we will send you one. You can also give us feedback in writing to:

Best Practice & Performance Team
Bolton at Home,
FREEPOST NAT13006
Bolton,
BL1 8ZZ

Or email
housing.complaints@boltonathome.org.uk

You can get this leaflet in Urdu, Gujarati and audio-tape. Contact the Fairness Team on 01204 331048.

Useful links

For other services standard information please use the link below.

Service standards