The Communicator - Spring 2019

REPAIRS MATTER

TELL US HOW WE CAN IMPROVE OUR REPAIRS SERVICE

Turn to page 5 to find out how

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4

8

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Scrutiny Panel review

Meet the resident

New resident portal coming soon

Warm in Winter campaign

Update on Laindon

WWW.SWAN.ORG.UK

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SPRING 2019

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FIND US ON

THE COMMUNICATOR PAGES 01/02

Let’s consu lt!

We want to Commun know what you lik icator. Sw e and do n't like ab an has a update th ou fresh new e look an look and t The d style o f w y ep o Let us kn ur magaz ow what ine to refl lan to you think e commun ct this. by e ica and askin tionsteam@swan mailing .o g to spea k to the C rg.uk or calling 0 300 303 omms Te 2500 am.

Welcome Welcome to the Spring edition of your Communicator.

Welcome to the first edition of 2019! This year Swan is 25, and, to celebrate this, we have a brand new logo and strapline 'Somewhere to feel at home'. The new brand reinforces Swan's commitment to building homes, not just houses, for those who need them and ensuring that those homes are part of vibrant and sustainable communities.

This is a significant milestone and we also want to celebrate with you, our residents, so we look forward to seeing you at one of our celebration events in the Summer (look out for more information in the next edition of The Communicator)!

In this edition, we focus on our repairs service. We know how important it is for you to have a home that is well maintained and we understand that, for most of our residents, speaking to Axis is the only direct contact you will have with us.

We have been partnering with Axis for ten years now and are constantly striving to improve the service we offer so, if you have any compliments, comments or complaints about the service please don't hesitate to contact us.

Contributors Sandra Fawcett Executive Director – Operations Nicholas Kyprianou Head of Partnership and Compliance Anna Williams Housing Diversity Manager Caroline Richardson Head of Resident Involvement and Community Development Lucy Keauffling Senior Income Officer Alison Battersby Head of Supported Housing

On p. 8 you will find an update on the digital services that we hope to launch later this year. It has taken nearly two years for us to reach this point and we are now looking for residents to help us select our final designs.

Finally, you will notice some new features in this edition as we wanted to learn more about you, our residents. So, if you have a story to share with us please don't hesitate to contact the Communications Team, we would love to hear from you!!

If you have any comments on anything in this issue, or if there is something you would like to see in The Communicator you can email CommunicationsTeam@swan.org.uk or call 0300 303 2500 and ask to speak to the Comms Team.

Jo March, Editor

If you’d like to learn more about getting involved, please call the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

Rod Lamb Chair of the Scrutiny Panel

Q: Tell us about yourself A: I am originally from North East England. I have been a Swan resident for twelve years and moved by transfer from Saffron Walden in Essex to my current home in Blackwall, East London three and a half years ago.

Q: What does your home mean to you? Why is it special?

A: My home is my lifeline. I couldn’t afford to rent privately in London and I am grateful to have a high quality, socially rented home.

I am very happy to live here, after all, a home is the most basic and important thing that a person needs.

Q: Why did you get involved with Swan’s Scrutiny Panel?

A: I initially joined Swan’s Scrutiny Panel because I am grateful for my home and I wanted to give something back. I believe that social housing is vital. Without it London would be less diverse, there would be fewer services available because the people who deliver many of them simply couldn’t afford to live here.

Q: What is the Scrutiny Panel and how does it help Swan residents?

Any resident can become a member of the Scrutiny Panel. We are an independent group of residents who meet monthly.

At our meetings we look at Swan’s services in detail; we

identify and suggest ways that they can be improved.

Our meetings are two hours long and they alternate between Swan’s offices in London and Essex.

We carry out two reviews every year; we identify an area of Swan’s service that we want to review and then we work together to investigate and evaluate it.

We make recommendations to ensure residents receive the best service and value for money.

Q: Tell me about the latest review A: For our last review we looked at the way Swan deals with anti-social behaviour (ASB). We investigated all aspects of the service from the way the reports are initially dealt with and responded to, through to the ways it is formally documented and the letters and questionnaires sent to residents.

We were keen to ensure the service was fully accessible to vulnerable residents so that they would be fully supported if they ever needed to report ASB. Q: What were your recommendations?

A: Our full report into ASB can be found online at www.swan.org.uk Our key recommendations include: • Making ASB reports available on Swan’s website

• Make sure residents know how easy it is to report ASB • Swan publicising its ASB partnership working and cases that have been successfully resolved Q: How will you know if it has been a success?

A: Our reports go to Swan’s Operations Committee which is a sub-committee of Swan’s Governing Board.

We receive feedback on the reports which we discuss at our monthly meetings to see if any changes have been made based upon our recommendations.

I am confident from the feedback process that our reviews are successful and acted upon – they make a real difference to residents and are not ignored. Swan really does listen to its residents!

Q: I understand that you use the skills you’ve gained as a Scrutiny Panel member within your job – how does your role within the Panel help?

A: In my job I help the public with problems. My volunteer role on the Scrutiny Panel clearly demonstrated that I am genuinely committed to helping and making a difference. Voluntary roles are a very good way of demonstrating your passion and showcasing your commitment – employers like this!

Whilst I’ve sat on Swan’s Scrutiny Panel I’ve been able to access free training and have even earned a qualification which is equivalent to a GCSE.

If you would like to get involved with Swan please contact the Resident Involvement and Community Development Team on 01277 844242 or email: involvement@swan.org.uk

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How did we do?

April 2018 - December 2018

STAGE #1

82.9%

85.7%

187

100%

90%

Satisfied with overall service (Target 85%)

Satisfied with quality of home (Target 85%)

We received 187 Stage 1 complaints in this period

Stage 1 complaints responded to within 6 working days (Target 98%)

People satisfied with the complaints procedure (Target 76%)

96.6%

99.6%

94%

99.9%

13.3

Repairs completed at first visit (Target 96.5%)

Repair appointments made and kept (Target 97%)

People satisfied with their last repair (Target 90%)

Properties with a valid gas safety certificate (Target 100%)

Average number of days taken to re-let an empty home (Target 15)

You said: “it takes too long to complete follow on work”

2.47%

74%

80

Current arrears as a % of rent due (general needs) (Target 2.6%)

People satisfied with how their ASB report was dealt with (Target 80%)

We have had 80 compliments during this period

We did: Axis now have a coordinator to overview complex repairs to ensure a timely completion.

You said: “it takes too long to get replacement boiler parts” We did: Axis now have a “space on a shelf” where the supplier keeps a stock of the most common parts which can be collected for same day repairs.

Meet the resident Carol Franklin

Carol, Chair of the Essex Residents’ Consultative Committee (RCC) and the Resident Representative on Swan’s Repairs Panel has lived in her Swan home for eleven years.

We caught up with her to talk about her home, Swan and Axis.

Q: You’ve been involved with Swan for many years – what first prompted you to get involved?

A: I got involved because of the enthusiasm of the staff I met, especially the Head of Resident Involvement and Community Development.

regularly to help solve problems. I represent the voice of the resident and do this by sharing comments on the Repairs Service from residents who contact me.

Q: You’ve lived in your home for a long time – what does it mean to you?

A: I am really happy in my home and never want to move! I close my front door and it becomes my haven. The location is particularly special to me; I live right next to a park which means we see the seasons change and we get lots of wildlife including squirrels and lots of different birds.

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As I got more involved, I was sent on courses to develop my skills and, for a time, I was even a resident Board Member. Swan’s formal Governance Structure changed five years ago, so I decided to step down from the Board and support residents through my frontline position on the RCC and on the Repairs Panel.

Q: You represent Swan on the Repairs Panel – what is this?

A: The Repairs Panel includes officers from Swan and Axis who meet

At meetings I discuss complaints about the Repairs Service that have been reported to me and help provide a residents’ perspective.

Q: How does the Repairs Panel help residents?

A: I am a resident member of Swan's Repairs Panel. In this role I represent residents and share their points of view at meetings between Swan and Axis. It is very important that residents are involved in decisions about the services to repair and maintain their home and I help to ensure that all

decisions are made with their best interests in mind, but I would love more residents to help!

Q: Swan and Axis are celebrating ten years of working together and they have maintained your home for many years – what do you think of the work they do?

A: I think that this is a great milestone to celebrate.

From my perspective, the partnership works very well. During the past decade I believe that the quality of the repairs has improved and it is clear that I've made a difference and they have paid attention to the feedback I’ve provided.

I’ve never had a problem with any repair or maintenance issue.

If you’d like to learn more about getting involved in the Essex Residents’ Consultative Committee or Swan’s Repairs Panel please contact the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

THE COMMUNICATOR PAGES 05/06

Repairs: Making repairs better for everyone!

Swan and Axis staff with Swan residents

I'm Sandra Fawcett, Swan's Executive Director - Operations and I am committed to ensuring we listen to residents to drive forward ongoing improvements to services. My teams provide a range of services to residents. We always aim to give the best service to our residents and the service that you use most is repairs.

That’s why Swan and Axis are working together to make our repairs service even better.

Every year many of you will contact us to report a repair. In fact, for most of you, this will be the only contact you have with us! That’s why it’s so important to us that we make this service the best it can be for you.

This year our partnership with Axis is 10 years old. We are proud of how, working with Axis, we have listened to you to continuously make improvements to our service. So far, together we have.

• Completed around 250,000 repairs • Increased performance so 99.51% of repairs appointments are now made and kept • Recognised how busy your lives are, so we’ve got repairs fixed on the first visit up to 95% • Introduced more flexible appointments for residents including Saturday appointments • Achieved our highest ever satisfaction with last repair with 96.3% of residents happy • Saved more than £3,000,000

through working smartly – money that Swan can reinvest in services to residents.

But we want to keep making our Repairs Service better for you... So we’re using this 10 year anniversary to make 3 new commitments to you to:

Axis and their staff have volunteered 3,400 hours of time for projects that benefit Swan’s residents.

1. Fix complex repairs more quickly and with as few appointments as possible: Complex repairs are those that cannot be fixed on the first visit. For example, where your boiler is broken and we need to order a new part or where a leak has caused damage, so we need to first fix the leak, then repair the water damage.

Our teams already carry a range of parts on their vans, that’s how we manage to fix 95% of repairs first time.

However, it’s not always possible to have every part.

We know that you are all busy working, raising families or generally living your lives, so our commitment is to work with you to make the complex repairs process better, with fewer appointments, so you can get on with your life!

2. Increase and speed up communication to make sure you get quicker messages about the progress of your repair: Our feedback from you tells us that lack of communication is often the most common reason for dissatisfaction. We currently have a feedback system through the Axis call centre and we use text messages to let you know the progress of your repair, but we want to do more.

We are currently working with involved residents and Axis to develop a new online customer offer so you will be able to order, book and track your repairs and servicing appointments online as well as being able to tell us how satisfied you are when the work is done. We hope to have the new online portal up and running by Autumn 2019 and will let you know how to get online nearer the time!

Terry Bird, Swan's Group Director of Procurement unveils a piece of artwork created by Swan and Axis staff made to celebrate 10 years of the Repairs partnership.

3. Talk to you more about how we can make our repairs service even better: • Listening to you all has helped us work with Axis to make things better for residents.

Stella, one of Swan’s residents said: “I have worked with Swan and Axis for over 10 years and I am pleased with the relationship that we have developed. I feel that they always listen to the residents and take our views on board. They are passionate about delivering a high quality service. I like Swan and Axis’s ethos of ‘right first time’ and I feel most of the time this is achieved.”

Axis and Swan’s Charitable Foundations have jointly donated £270K over the last 10 years to projects that benefit the areas in which we work – many directly benefiting Swan residents.

We want you to talk to us about how we can make our service even better for 2019 and beyond!

Tell us what would make our repairs service better for you. Either: • Fill in and return the freepost form below; or • Email us at improvement@swan.org.uk We currently answer 100% of formal complaints within our target time of 6 days so please do get in touch if your repair has not been completed as it should have and the Customer Services team at Axis have been unable to help.

Remember you can contact Axis on our freephone number 0800 783 2768 or 020 3597 2067 from a mobile (24hrs a day) My suggestion... ................................................................................................................................................................................................................

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Return your suggestion slip to: Swan Housing Association, FREEPOST ANG10361, Billericay CM12 9ZZ

Who’s fixing my repair?

Working in partnership Swan work in partnership with Axis Europe to fix your repairs.

We have a longterm partnership agreement with them because we believe this is the best way to continuously improve the service for residents. We're delighted that our partnership has just been shortlisted for a UK Housing Award as these industry awards recognise excellence and good practice in the housing sector.

We are an important client for Axis and they are very committed to working with us to make things better. At the start, we agreed a “Partnership Charter” and throughout the last 10 years we have monitored performance against this charter with both Swan and our residents reviewing how Axis are doing. It’s not just all about repairs either – for example all Axis operators are now trained to spot potential safeguarding and welfare issues, so Swan’s specialist teams can support residents.

THE COMMUNICATOR PAGES 07/08

“What floor?”

Lifts and how we keep them moving!

We know that it’s no fun when the lift in your block isn’t working. No one wants to be carrying shopping, small children, or even struggling themselves, up many flights of stairs.

Thankfully, we have a very good track record of keeping your lifts working. We manage over 150 main passenger lifts across Swan homes and the percentage out of service at any time is extremely low (just 2% at the time of writing this article.)

We recognise that even one lift out of service is inconvenient for residents. That’s why we monitor lifts on a weekly basis, with our senior housing managers receiving a report of any lifts that are out of service, so that they can work with our repairs team to get the lift back in service asap.

We also recognise that there are some lifts that have been out of service much more than they should. We want to thank residents living in these blocks for their patience. We are replacing lifts which have failed too often, such as the lift at Roding Court in Ilford.

Thank you to everyone for bearing with us whilst we get these new lifts installed.

Top Tip: Make sure we have your mobile number; we will text you if there is a problem with the lift in your building.

What about when lifts are vandalised?

We know that it’s rarely our residents who are vandalising lifts. Vandals usually follow residents as they enter the main entrance to blocks and then deliberately cause damage to the lifts.

Help us to prevent this by not opening the main entrance doors to anyone you don't know.

If you wish to report a lift repair please contact Axis on 0800 783 2768 or email them at swanresidents@axiseurope.com.

If you want to tell us about concerns you have about misuse of a lift please contact your Neighbourhood Officer on 0300 303 2500 or info@swan.org.uk.

Together we can keep Swan moving!

RECRUITING NOW! Swan Care and Support Services are based in Essex and provide quality care and support to people living in the

• • • • • • • •

Competitive rates of pay above living wage Mileage allowance Induction and ongoing training Flexible Hours Varied work across Essex Mobile phone & uniform Continuous professional development Caring and supportive team approach For more information contact our friendly recruitment team:

0345 683 8809 www.swan.org.uk

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New resident portal and website coming soon!

Last year we asked residents to tell us about their priorities for online services offered by Swan.

We have looked at this and previous research and we have spoken to community groups. We are confident that we will deliver the majority of residents' wishes later this year when we launch the new online Residents’ Portal!

Why are we doing this?

Many residents have told us that they want to be able to view, log, report and manage their Swan accounts when and where it suits them. This means that more of Swan’s services need to be accessible beyond office hours so that, for example, you can

easily report a repair at 2am on a Sunday morning when you think of it, or 7pm in an evening when you get back from work.

You told us that Swan’s online resident portal must link up with our internal IT systems. We have done lots of work on this and, the good news is that it is nearly complete!

This means that you will soon be able to report a repair and access all your account information on the move.

About your website This year www.swan.org.uk will be upgraded to be fully supportive of mobile devices.

As the year progresses we will be developing sections of the resident portal, from statements to repairs to useful information and we plan to launch a whole new system later this year. We'll also be using new tech like chat bots to help you get answers outside office hours.

As we come close to finishing this project, we plan to run some design workshops and we need your help! If you have some time to come along to a workshop or two, or to review our designs from the comfort of your own home please contact Carla Wood at cwood@swan.org.uk or call 01277 844242 to register as a member of our customer design panel.

THE COMMUNICATOR PAGES 09/10

'Meals on Wheels'

Look out for a yellow envelope!

At this time of year we're often still paying for the festive season. If you are struggling, our dedicated Welfare Team can complete a benefit check and may be able to signpost you to other organisations who can help if you have fallen into debt.

We have arrangements in place with a number of local debt advice agencies who can arrange to meet you at a specific time and see whether you may be

eligible for any grants and we can help speak to those that you owe money and to help you manage repayments.

The piles of letters may be daunting so, when our Welfare Team contacts you, we will send our letters in a yellow envelope, letting you know that this contains an offer of help!

their income and remain in their home. Recently, we supported a family who hadn't spoken to us before. They received £5,000 in backdated benefit which meant they were able to stay in their home.

Many residents will tell you that, once they have spoken with us, we have helped them to maximise

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If you would like to speak to a member of the team to see what help you may be entitled to, please contact us on 0300 303 2500 or email info@swan.org.uk.

My BIG idea...

We are always on the lookout for comments from residents suggesting how we can make our services better. Residents’ suggestions help us to improve our business.

Your Big Idea may also be useful for us to share with other residents and help us to deliver the services you really want.

If you have any suggestions or ideas don't delay - send them to us today!

Tell us your Big Idea! We will award £50 in Argos vouchers for any ideas that we can use.

So, tell us what you think about how we can:

Send us your idea by post using this form or by emailing us your idea involvement@swan.org.uk My Big Idea is... .......................................................................................................................................

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Your name .......................................................................................................................................

Address .......................................................................................................................................

• Improve services.

• Offer new services.

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• Save money or reduce waste.

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All suggestions are considered by our Resident Consultative Committees. Any we implement will be published in The Communicator.

Return your suggestion slip to: Resident Involvement and Community Development, Swan Housing Association, FREEPOST ANG10361, Billericay CM12 9ZZ

A resident recently contacted us to ask for more information about meal services.

Our research shows that these services are no longer offered by local authorities in some of the areas where Swan residents live.

To find out if your local authority offers a meal service you can visit their website and search for ‘Meals on Wheels’, you may also find more information under the Adult Social Care section of their website.

If your local authority no longer provides these services there are a number of different providers who may help or, alternatively, most of the major supermarkets have fresh and frozen ready meals available for delivery albeit for a minimum order e.g.

Iceland offer free delivery for orders over £30. Delivery charges for Tesco, Sainsbury and Asda vary dependant on the day and time of delivery with a minimum order value.

This can be a good way to get your shopping, including meals, delivered.

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If you need help getting online contact the Resident Involvement and Community Development team on 01277 844242.

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Eat well on a budget Vegan Chilli Residents have recently asked us to share more recipes.

Here’s a healthy, quick, easy and vegan recipe which costs approximately 80p a head for four generous servings. It can be customised to suit your family’s taste buds. Don’t be afraid to experiment and use other vegetables if you have them and, aside from the chilli powder, spices are optional!

Ingredients: 1 large onion (finely chopped) 2 cloves garlic (finely chopped) 1 tablespoon oil (any cooking oil will do!)

2 carrots (chopped) 1 sweet potato or butternut squash or swede or turnip (chopped) 1 red pepper (chopped) 1 can kidney beans 1 can mixed beans 1 can tinned tomatoes 2 tablespoons tomato puree 1 tablespoon Marmite 1 teaspoon chilli powder (add more if you like it hot!)

1 heaped teaspoon paprika (optional) (smoked paprika works well here) 1 heaped teaspoon cumin (optional) 1 teaspoon oregano (optional)

Method: 1. Heat the oil and add the onion.

Lightly fry for a few minutes until translucent and then add the garlic.

2. Add the other vegetables and fry for a few more minutes.

3. Add all the other ingredients and simmer for 20 minutes, stirring occasionally.

4. Serve with rice or tortilla chips. Can also be served with cheese and sour cream (non-vegan) or a vegan crème fraiche alternative such as Oatly.

Got a great recipe you would like to share with us? Please send them to: Joanna March, Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ or email jmarch@swan.org.uk

Warm in Winter This year we went out in Basildon to check our older residents are safe and warm

In 2017 Swan announced a five year Warm in Winter campaign.

The aim is to make sure older residents who live alone, are safe and warm in their home. Checks are also made on their physical and financial well-being.

This winter, the second year of the campaign, staff, including Communicator Editor Jo March, visited residents who live in Basildon.

Jo said: “All the staff who volunteered to be part of this campaign truly care about the residents they visited. As they returned to the staff meeting point to reflect on their visits it was obvious how inspired they all were.

They shared stories of inspirational residents who have learned how to use modern communication technology such as Skype to stay in touch with their families and others who use the internet for their hobbies

and shopping. Sadly, there were also stories of loneliness which highlights the importance of the Warm in Winter project because staff were able to find out what the residents were interested in and then share information on relevant social groups.

I joined Neighbourhood Officer Chloe Blackburn on a visit where we were able to help a resident to report a repair. The visit really made a difference to him and we were confident that he was well supported by his family.”

Residents also appreciated the visits, one said ‘I feel lucky to have been chosen for this’ and another said ‘It’s great that Swan are doing such a positive thing, looking after their tenants.’

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For more information please contact the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

THE COMMUNICATOR PAGES 13/14

Need a great venue for an event or party? We can help!

A choice of four spacious venues to suit your requirements.

Whether you need a venue for a conference, meeting, community event, social event, party or celebration, we have a selection of venues in great locations that have flexible spaces at affordable rates.

Facilities include

WIFI enabled

Train station nearby

Disabled access

Hearing loop

Presentation facilities

The Reach Community Hub in Poplar

Bow Cross Community Hub in Bow

Exmouth Community Hub in Stepney

The Beech Community Hub in Basildon

If you want more information call the Resident Involvement Team on 01277 844242 or email involvement@swan.org.uk

Supporting residents back to independence Ten years ago James’s life fell apart – he collapsed in his kitchen and woke up a few days later in hospital. He had suffered from a seizure caused by a brain tumour.

Since then he has had surgery, chemotherapy and radiotherapy and, although his cancer is untreatable, it is currently under control. His experience has had a serious impact on his mental health and he now suffers from PTSD, anxiety and depression. He is no longer working as a train driver; his driving licence was suspended and his marriage collapsed.

In 2014 James hit rock bottom when he had an ATOS benefit assessment that declared him fit to work.

Overnight, he lost all his benefits (with the exception of Jobseekers Allowance). At the time he was living in private rental accommodation and his bills soon mounted up. He was unable to pay his rent and soon faced eviction. The stress of all this just compounded his health and mental health issues and caused a breakdown. He was suicidal and in regular contact with the Mental Health crisis team who were very concerned about his well-being.

He was just two weeks from being made homeless and at rock bottom when he visited his local council. His health conditions meant he qualified for Supported Housing and he was offered a Swan home.

His Supported Housing Officer helped him to appeal the ATOS assessment which saw all his benefits reinstated with back payments so he was able to clear his debts. Over the next four years he continued his treatment and slowly worked to get his health and life back together. Last year James and the Supported Housing team recognised he had seen positive

improvements but there was still more they could do to help encourage his independence, so they worked together on a Care and Support plan.

The Care and Support plan focused on James’s goals and he worked in partnership with Allison, his Supported Housing Officer to achieve them: Allison helped him to declutter his home; he was supported to focus on his desire to lose weight and joined Slimming World. To date, he has lost 2 stone!

He wanted to conquer his anxiety and re-join the gym, so Allison met him at the local gym where her familiar face helped him to feel at ease; he wanted to do more activities with his children so he was helped to identify some local Dad’s groups where he would be made welcome.

James’ complex mental health needs have exhausted the support the NHS is able to offer, so Allison put him in contact with MIND for more support.

There has been a long wait but he has been reassured that they can

help him by regular calls just to let him know that they haven’t forgotten him! He feels confident that he will get the long-term mental health support that he requires from them and continue his journey back to full independence.

Allison said “James has made amazing progress and I am so proud that he has been able to move out of Supported Housing into a General Needs home. His journey isn’t over but, by engaging with everyone who has tried to help him, he has been able to make huge steps towards coming to terms with his situation. I was so proud when he told me that he has joined his local Amateur Dramatic group, especially as he is currently rehearsing his second show!” she added “Supported Housing is there for people who, for many reasons, need some help but, as James’s story shows, sometimes our residents can be supported back to independent living.”

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The STAR in the Community Awards The STAR in the Community Awards recently held its 6th celebration. The bi-annual ceremony recognises the positive impact social housing residents living in Tower Hamlets have on their neighbourhoods.

Swan partnered with nine other Housing Associations to coordinate the awards and are proud to announce that two Swan residents scooped awards: Samantha received the ‘Inspirational Resident’ award for her tireless voluntary work for the Tower Hamlets ‘No Place for Hate’ campaign. She has been a Hate Crime champion since 2017 and has been involved in over 30 activities designed to raise awareness and understanding of Hate Crime in Tower Hamlets.

Tressa received a posthumous ‘Special Recognition’ award which was collected by her daughter. This category is for individuals who made a particularly big contribution to their community. Tressa was a much-loved member of the Bow Cross community; she chaired the Bow Cross Residents’ Board and, for many years, played a major role in organising community days on the estate, bringing everyone together.

Deputy Mayor Cllr. Islam who presented the winners with their awards said: ‘It is a pleasure to celebrate the incredible achievements of Tower Hamlets residents. I would like to congratulate all of the nominees, finalists and winners who have been recognised tonight, and express my personal appreciation for your community spirit.’

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If you live in Tower Hamlets and would like to join Samantha as a No Place for Hate champion please email hatecrime@towerhamlets.gov.uk or call the council’s Hate Crime Team on 020 7364 6105/6120.

Swan's theatre sponsorship helps fund youth theatre projects Swan is a proud sponsor of the Stratford East theatre and, in our last issue, we gave away tickets to their pantomine. As you can see, the lucky winners all enjoyed the show with their families! Our sponsorship helps to fund many programmes, including the Youth Theatre, which is open to local residents.

In the late 1980’s, theatre Director, Mathew Xia, had his first theatrical experience when he saw a pantomime at the Stratford East theatre. He loved it: “It was vivid, anarchic, funny and an invitation to take part in a madcap

adventure through a much loved fairytale. It started a lifelong love of performance and in 1993 I joined the Stratford East Youth Theatre.”

“The pantomimes at Stratford East became a fixture in my childhood, an indicator that the school holidays, Christmas and New Year were around the corner and time when three generations of my family would come together to see a show that entertained us all.”

I’ve been involved with four pantomimes at Stratford East theatre over the last 15 years, as a composer, a lyricist and as Associate Director - but this is the

first time I’ve taken the reins, and it’s an honour to be invited back to the building that ignited my own love of the theatre, and hopefully to begin that process for lots of new theatre fans!”

RESIDENT MEMBER VACANCIES Operations Committee

Swan’s work is overseen by an independent Board. The Operations Committee is a sub-committee of Swan’s Board. The Committee’s role is to oversee the delivery of housing and support services to customers.

If you would like to contribute to Swan’s work we would like to hear from you.

You will have: • An interest in how Swan works • The skills to review information on how Swan delivers its services • Excellent communication skills • The ability to work with Board and Committee members

The Operations Committee meets five times a year in either Stratford or Poplar.

Members of the Committee will be paid £5,375 a year.

The closing date for making an application is Monday 1 April.

For an information pack with further details on how to apply please contact Caroline Richardson, Head of Resident Involvement and Community Development on 01277 844242 or by email: involvement@swan.org.uk

THE COMMUNICATOR PAGE 17/18

Free training leads to new jobs for residents

Swan recently partnered with Clarion Futures and WEA Adult Learning Within Reach to offer a series of vocational courses at the Beech Community Hub in Basildon.

Courses offered to residents included: An Introduction to British Sign Language, An Introduction to Teaching and Learning and Door Supervisor Training.

The Introduction to British Sign Language course finished just before Christmas with students learning how to sign a popular Christmas carol (you can see the video on Swan’s Facebook page!). This course aims to help students gain a basic understanding of British Sign Language which can be used in schools to assist students with additional needs. Many of the students hope to continue learning British Sign Language by progressing to the certificated British Sign Language Level 1.

The Door Supervisor training has also been a big success with nearly all the attendees securing employment directly related to the course.

The Introduction to Teaching and Learning course finished just before Christmas and two residents managed to secure employment in a school before they had even completed the course!

Sandra Fawcett, Swan’s Executive Director – Operations said “At Swan we are passionate about working together with our partners to help local residents access training that enhances their skills for future employment. We are pleased to have been able to work with Clarion to deliver these courses which have been very well attended and we are already looking at ways of offering more.”

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If you would like to know more about the training opportunities available to residents please contact the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

Laindon’s long wait is over

Many of Swan's residents live in Basildon so we understand that you are always interested in news about the Laindon shopping centre redevelopment in Essex - from the initial consultations, through to getting planning consent. We are thrilled to let you know that works have now officially begun on-site (where the new shops, homes and Swan Office will be!).

At Swan we are always thrilled to see works begin on our schemes, especially where we are delivering much needed homes for the local community. Swan already owns and manages over 1,500 homes surrounding the Laindon Shopping centre, so we are delighted that we will be able to finally deliver this for residents!

The Laindon redevelopment will see a brand new high-street, homes, health centre and Swan Office. You can find out more about the plans by visiting www.laindonplace.co.uk

What is happening: Phase 1: Expected to open Autumn 2020 with six retail units. The completion of Phase 1 will also see the Swan office open in Winter 2020 with over 100 Swan staff moving from our Billericay office to Laindon.

Phase 2: This will include a further nine retail units, which are expected to be completed by the end of 2021.

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For more information visit www.laindonfutures.co.uk

THE COMMUNICATOR PAGE 19/20

Equality – why it should matter to you?

Whatever your age, disability, gender, race or sexual orientation, equality should matter to you. At Swan our vision is to deliver truly inclusive customer service that improves lives.

Every year Swan celebrates diversity and this year’s Diversity Day was a triumph! Speakers examined the twin themes of sexual and racial equality. The four speakers included: Charlotte Dobson who works for Parliament. She discussed the #Vote100 celebrations of 2018 being 100 years since some women and all men got the right to vote. She emphasised how important it is for everyone to exercise their democratic rights to vote, to stand up and make a difference. In the last election one seat was won by just two votes so it’s important to register to vote because it always counts!

You can find out more information on www.parliament.uk and register to vote at www.gov.uk/register-tovote.

Dr. Zubaida Haque from the Runnymeade Trust, the UK’s leading race equality think tank reflected on the race equality journey so far and kickstarted a new conversation on race by exploring new ways of engaging with wider audiences. She shared findings from a Guardian poll (thought to be the first major piece of UK public polling to focus on ethnic

Sandra Fawcett, Swan’s Executive Director – Operations said

“Equality and diversity is important for everyone.

Swan is proud to hold Diversity Day for staff and involved residents every year as it helps everyone who attends to see the world from a different perspective. I would like to thank our presenters for sharing their thoughts with us.” men could have a significant impact on the gender pay gap!

The final speaker focussed on Black History before 1948. This thoughtprovoking session highlighted many people, including London’s first black Mayor, John Richard Archer who was elected Mayor of Battersea in 1913.

minorities’ experiences of unconscious bias) and spoke about how people still face racial discrimination.

The third session of the day welcomed the Fawcett Society who examined the Gender pay gap. They are at the forefront of the campaign for greater equality for both men and women and explained how increasing paid paternity leave for

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If you would be interested in learning more about Swan’s Diversity Day call Anna Williams, Housing Diversity Manager on 01277 314960 or email awilliams@swan.org.uk

Swan Equality and Diversity

The White Ribbon Campaign Championing men fighting male violence against women

Men across Swan, including our Chief Executive John Synnuck, recently signed the White Ribbon pledge.

The campaign aims to end male violence against women once and for all and works with men and boys to challenge male cultures that lead to harassment, abuse and violence.

Domestic violence is very often a hidden problem, which is why we continually strive to raise awareness and work in partnership wherever we can to try and put an end to violence in the home. Many of Swan’s customer facing staff are trained to support residents affected by domestic abuse.

White Ribbon ambassadors engage with men and boys to call out such behaviour among their peers and promote a culture of equality and nonviolence.

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You can sign the White Ribbon pledge and become a white ribbon ambassador (man) or champion (woman) at www.whiteribbon.org.uk. If you are affected by domestic violence you can find help on www.swan.org.uk or by calling your Neighbourhood Officer on 0300 303 2500.

THE COMMUNICATOR PAGES 21/22

Swan Rewards Our way of saying thank you

Here is your chance to win some fabulous prizes as part of the Swan Reward Scheme. Please check that you qualify to enter by visiting www.swan.org.uk and then just choose which of these great prizes you would like to win. The closing date for entries is Friday 12 April.

Bush 40 inch HD TV

iPad

£300 of white goods

How many years have Swan and Axis worked in partnership?

What date in February is Valentines day?

In the Disney film Frozen what is Elsa’s sister called?

n 1 n 5 n 10

n 1st n 14th n 27th

n Kate n Anna n Sarah

Name .................................................................................

Name .................................................................................

Name..............................................................................

Address ...........................................................................

Address ...........................................................................

Address .......................................................................

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Phone no. ......................................................................

Phone no. ......................................................................

Phone no. ..................................................................

Xbox One S 1TB Console with game pass and Xbox live bundle

£200 B&Q decorating voucher

£200 Argos vouchers

What is the capital of Germany?

What year did England win the world cup?

n Bonn n Berlin n Munich

Yellow and blue mixed make up which colour?

n 1966 n 1986 n 2016

Name .................................................................................

Name .................................................................................

Address ...........................................................................

Address ...........................................................................

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n Green n Red n Purple

Name ..............................................................................

Address ........................................................................ ..............................................................................................

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Phone no. ......................................................................

Phone no. ...................................................................

Phone no. ......................................................................

If you qualify to enter, just answer the questions and cut out the coupon for each prize you wish to be entered for. Then post all entries in ONE envelope to: Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ or email us at improvement@swan.org.uk quoting 'Swan Reward Scheme competition’ with your answers, name and address.

Images are for illustrative purposes only and prizes may vary

The funny zone!

Q: What do you call an alligator detective?

A. An investi-gator

KIDS’ ZONE Spot the difference Spot all 7 differences and you could win a £25 Argos voucher.

The two runners up will win a £10 Argos voucher.

Q: What lights up a football stadium?

A. A football match

Q: Why shouldn't you write with a broken pencil?

A. Because it's pointless

Q: What's brown and sticky?

A. A stick

Q: Why do bees have sticky hair?

A. Because they use honeycombs

Q: What do you call a sleeping dinosaur?

A. A dino-snore

Last issues Word Search winners Winner £25 Argos voucher Moussa, age 15 London, E3 Runners up £10 Argos voucher Billy, age 11 Harlow Kayleigh, age 8 Basildon

When you have spotted all 7, circle them, cut out your entry and return with your name, age and address to Joanna March, Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ Entries will be drawn on Friday 12 April.

Your name

This competition is only open to Swan residents aged 16 or under.

....................................................................................................................................

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Your age ....................................................................................................................................

Address ....................................................................................................................................

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In your language Please call 0300 303 2500 if you would like someone to explain any of these articles to you.

Polish

Somali

Punjabi

somewhere to feel at home

Swan Housing Association Head Office: Pilgrim House Billericay Essex CM12 9XY Our main offices are open Monday - Thursday 9.00am - 5.15pm Friday 9.00am - 5.00pm Tel: 0300 303 2500

Swan HA www.swan.org.uk @swanhousing

Hera Management Services www.heramanagementservices.co.uk @heramanagement

Bengali Repairs: 0800 783 2768 or 020 3597 2067 from a mobile (24 hrs a day) Email: info@swan.org.uk

Arabic

Online: www.swan.org.uk

For details of other ways to report a repair, make a complaint or compliment and how to contact us by text please visit the Swan website

NU living www.nuliving.co.uk @nulivinghomes

Urdu

Swan Foundation www.swanfoundation.org.uk @swanfoundation