Bolton at Home gets top rating from Audit Commission

07-SEP-05

Bolton at Home is delighted to receive the coveted Audit Commission 3 star award, for the delivery of its Housing and Regeneration services, which it delivers on behalf of Bolton Council.

Since becoming an arms length management organisation in December 2002, Bolton at Home has completely reorganised both the structure and the service delivery in order to improve the organisation, and to put its 20,000 customers first.

The organisation was first inspected by the Audit Commission in July 2003, receiving 2 stars out of a possible 3 and was given ‘excellent prospects for improvement’. Those excellent prospects have now become a reality as Bolton at Home is the first organisation in the North West to receive 3 stars from the Audit Commission. The uniqueness of the organisation is in its ability to include both technical services and the regeneration of both public and private sector housing and neighbourhoods in Bolton.

“Receiving the £250 million to modernise your homes was a great achievement, but finally getting independent recognition that Bolton at Home is a 3 star excellent housing provider, is most definitely the highlight of my career.” said Noel Spencer, Chair of Bolton at Home.

It is thanks to the hard work and commitment of staff, partners and leagues of volunteers, including Group Board, Sub groups, Bolton Affiliation of Tenants and Residents Associations (BATRA), Neighbourhood Panels, Local Community Panels and Customer Inspectors, that the organisation is truly successful.

“Your enthusiasm and determination to improve Bolton at Home, beyond expectation, has made me proud to be a part of this organisation, and for this, I thank you all.” He added.

Richard Smallman, Chief Executive of the Bolton Affiliation of Tenants and Residents Associations (BATRA), said, “Both staff and volunteers across the organisation have worked tirelessly to improve and create an organisation that really does deliver first class housing services. We must now acknowledge that achieving three stars is not a destination, but a journey. Everyone involved has a duty to continue to involve customers in Bolton at Home’s improvements, because this really is the only way to give customers the service that they want and deserve.”

Julie Slatter, Audit Commission Lead Housing Inspector, said, “We found that Bolton at Home was strongly focussed on the needs of its customers and offered a variety of meaningful ways for tenants to be involved. We were impressed by their culture of learning and improving and their history of addressing weaknesses.”

A full copy of the Inspection Report will be available on the Bolton at Home website www.boltonathome.org.uk and the Audit Commission website www.audit-commission.gov.uk in September.

Bolton at Home is on target to spend the full £250 million by 2008. Over 3,300 customers have received kitchen and bathroom improvements, around 5,000 now have new heating systems and around 4,600 homes have benefited from external improvements including roof repairs, painting and new doors.

Feedback from customers receiving the service has been very positive, with customer satisfaction standing at 90 percent in all areas.

Allan and Barbara Lowe from Bromley Cross have recently benefited from kitchen and bathroom improvements.

Mrs Lowe said: “We are really delighted with the improvements made to our home. The kitchen and bathroom were replaced in just two days, no mess was left after the work, and we are so happy with the results.”