Our performance from April - December 2021:
Targets included where applicable
Rent collected out of rent due
New homes developed.
Careline calls answered within 60 seconds
Emergencies responded to within
timescale (24 hours)
Customer satisfaction with most recent repair (April to November)
Paid work outcomes achieved by Work Club members
Number of new customers registering for support via UCAN work clubs and Working Wardrobe
Average re-let time of major voids (empty properties requiring significant work)
Target 140 days
Total financial gains for customers
through our Money Advice Service
459 (Stage 1) 46 (Stage 2)
Total number of complaints received.
Repairs appointments kept as a % of
Extreme emergencies responded to within timescale (2 hours)
New tenancies sustained within the first 12 months
Training and education outcomes achieved by Work Club members
Average re-let time of minor voids (empty properties requiring minor repairs and improvements before a new tenant can move in)
Target 40 days
Rent loss due to empty properties.
We work towards achieving our corporate objectives. These are:
- Meeting the housing needs of our customers
- Supporting our customers to be more independent and our communities to be more sustainable
- Ensuring that our business is well run, responsible and financially secure
More details about how we plan to do this can be found on the About us page.
We are committed to improving our performance and we monitor our performance so we can improve services.
We report on our performance in three ways:
- An annual report to customers. This is a summary of our performance over the year.
- Performance reports to our board every three months.
- Performance reports to our Operations Committee every three months.
How we will meet your expectations
Our aim is to create ‘homes and neighbourhoods we can all be proud of’ by:
- Maximising income for our organisation so that we remain viable
- Maximising income for our customers
- Diversification of our range of products and services
- Delivering an efficient and well run business
- Achieving profitable growth that can be reinvested back into our organisation
Value for money
To see how Bolton at Home meet the Value for Money standard set by the Regulator of Social Housing under our three objectives, considers performance against relevant indicators and the metrics monitored by the regulator, visit: www.boltonathome.org.uk/corporate-document-hub.