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Equality Outcomes
Equality Scheme 2018-2022 OBJECTIVE 3: Measure equality outcomes and publish what we do
• Ensure that we can evidence the impact that we have by reporting and publishing our Annual
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Report and summary of our Equality Analysis results
In 2020/21 we:
• Completed an equality analysis of each of the following service areas: Customer Relations,
Income / Rents and Estate Services; and • Carried out customer satisfaction surveys of:
○ General needs tenants ○ Leaseholders including shared ownership leaseholders ○ Supported housing residents ○ Customers we assisted with major adaptations or through our Assisted Decorations
Scheme.
Information about the findings of these analyses and surveys is set out on the following pages. In terms of methodology and sampling, the customer satisfaction surveys of general needs tenants and leaseholders (including shared ownership leaseholders) were conducted online, with a link sent to all general needs tenants and leaseholders for whom we hold email addresses by the Institute of Customer Service. In previous years these surveys have been carried out with a random sample of customers by telephone. Conducting the surveys online enabled us to offer more tenants and leaseholders the opportunity to give us their feedback and resulted in a higher number of responses (further information is provided on the following pages) but we acknowledge that this approach excludes customers who don’t or can’t use email.
During 2021/22 we will be working with M-E-L Research to further develop our understanding of what is most important to our customers and how we are doing – where we are getting things right, but also where things could be improved to ensure that we deliver the best possible, consistent and reliable customer service. As part of this work M-E-L Research will be aiming to get responses from a representative sample of 2,500 Swan Group customers to a new Customer Services Survey, the largest customer survey ever carried out by Swan. Responses will be sought by contacting customers by email and phone.
