31-Aug-06
Meaningful tenant involvement in the way Bolton at Home’s repairs,
maintenance and capital improvement works are delivered to public sector
housing across the borough has earned the organisation a distinct award.
Bolton at Home has become the first social housing provider in the country
to receive a contractor accreditation award from the Tenant Participation
Advisory Service (TPAS).
The award recognises the good practice of Bolton at Home’s in-house
contractor, ‘Technical Services’, in engaging customers in the monitoring
and review of the repairs service and capital improvement programme.
Improvements have included the introduction of an agreed lettable standard
for properties before they are rented out. This was developed with customer
inspector volunteers, who independently check service areas and report back
findings.
In addition to customer inspectors, other customer involvement initiatives
include a quality management panel which gives customers the opportunity to
review and improve service performance. Bolton at Home provides necessary
training to help customers become fully involved.
Noel Spencer, Chair of Bolton at Home, said: “Bolton at Home places
customers at the heart of service improvement. This award is really great
news and follows our recent Beacon award from the Government for improving
housing services by involving tenants.”
Richard Smallman, Chief Executive of the Bolton Affiliation of Tenants and
Residents Associations (BATRA), added: “Customers play an important part in
shaping the services that they receive. It is important their dedication and
hard work is recognised, and more customers are encouraged to get involved.”
