Services to allow older people and those who require support to live independently

Careline
Disability grants and adaptations
Sheltered housing service
Supported housing service
General standards
Comments, compliments and complaints
Useful links

Careline

Careline is Bolton at Home’s community alarm service and it operates 24 hours a day, 365 days a year from a modern control centre. Careline enables customers to call for help at the touch of a button.

This operates via a special telephone, or via a pendant, which can be worn in a variety of ways. Careline operators are available to attend customers’ homes, if assistance is required at any time of the day or night. You do not have to be elderly to have Careline installed. Equipment is provided to support all members of the community, in particular customers with specific needs.

Careline service standards:

• 80% of calls will be answered within 30 seconds and 98% of calls within 60 seconds
• within 30 minutes of the customer requesting a visit in an emergency, an officer from the Careline Mobile Service will be there
• within four hours of any faults with Careline equipment being reported, they will be repaired or replaced
• within five working days of a customer requesting the Careline service, an appointment for the installation of the service will be arranged

For more information click here, telephone 01204 335733 (24 hours a day), or write to:

Careline
Bolton at Home
First Floor
Adelaide House
Adelaide Street
Bolton
BL3 3NY.
 

Disability Grants and Adaptations

The disabled facilities, grants and adaptations service provides advice, help and guidance by providing equipment and adaptations. The aim is to enable frail, elderly and disabled people to live independently in their own home. This assistance is provided for customers who live in either public or private housing.
 

Disability grants and adaptations service standards:

• within 10 working days of receiving a request, we will send you a disabilities facilities information pack
• within six months all successful disability facilities grant applications will receive formal notification of grant approval
• within five working days from receipt of an enquiry form, we will notify the customer of their priority status for an assessment visit. The customer is given a priority of emergency, urgent or standard and the assessment visit will take place within:
      five working days for an emergency priority assessment visit
      10 working days for an urgent priority assessment visit
      18 months for a standard priority assessment visit

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

Bolton at Home
Disabled Facilities and Adaptations Team
154/162 Blackburn Road
Bolton
BL1 8DR
 

Sheltered Housing Service

Sheltered housing is available for anybody over the age of 60, or for people under 60, who are ill or disabled and are in need of support in the community and need the Careline service.

Sheltered housing service standards:

• within two weeks of customers moving into a new sheltered home we will visit them to provide an introduction to our services
• customers with a community support officer will be contacted by intercom every working day (Monday to Friday) before 10am
• customers will be visited at least once a week to ensure they are receiving all the help and assistance they require

For more information click here, contact your local neighbourhood housing office, or telephone Homesforyou on 01204 335811. Existing customers contact your community support officer.

Supported Housing Service

The Supported Housing Team aims to give advice, assistance and support to vulnerable customers within the Bolton community. The role of the team is to assist people to access and maintain more suitable housing to support their needs.

The Supported Housing Manager may undertake an initial assessment to determine whether the customer fits the criteria for priority on the Homesforyou housing register, or if they require a floating support service.

Floating support is support that enables a person to remain living independently within the Bolton community. It is provided according to the support need and not influenced by the specific housing tenure of the person. For example the service will support individuals who reside in a range of private rented, registered social landlord’s, Bolton at Home, owner occupied, or hostel accommodation.

Supported housing service standards:

• within five working days a referral will be assessed by the Supported Housing Manager or one of his team. Customers can request a referral to the Supported Housing Team by contacting Homesforyou, their local neighbourhood housing office, or by contacting the Supported Housing Team directly.
• within three working days of receiving a referral for Priority Status, a decision will be given to the customer regarding allocation of priority for their application on the Homesforyou housing register.
• within 10 working days of being allocated a Floating Support service, the customer will be offered an appointment with their resettlement officer to discuss their personal needs, situation and support requirements.
• within one month of receiving a Floating Support Service, the resettlement officer will develop and provide the customer with a written support plan
• within one month of receiving a Floating Support Service, all customers will receive an induction pack, which includes a statement of their rights

For more information click here, telephone 01204 335623 or write to:

The Supported Housing Team
Bolton at Home
1st Floor Silverwell House
2 Silverwell Lane
Bolton
BL1 1QN
 

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 see above
• 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, or 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

If you require this information in Urdu, Gujarati or on audio-tape. Contact Bolton Council's Fairness Team on 01204 331048.

Useful links

For other services standard information please use the link below.

Service standards