The Communicator - Autumn 2017

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SWANFEST 2017!

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Fire Safety Advice

AUTUMN 2017

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Committed to Customer Service

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Residents' Annual Report

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Kids Zone

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THE COMMUNICATOR PAGES 01/02

Welcome Welcome to the Autumn edition of your Communicator newsletter.

As we approach the final few months of the year, it’s time to look back at what has been happening since our last issue. It has been a busy Summer here at Swan and we have been delighted to get out and about and meet you, especially at Swanfest 2017! It was wonderful to see so many of you out in the sunshine, meeting our staff and particularly taking part in our digital consultation – which will help us improve our services to you. You can find out more on page 2.

At Swan, we want to make sure we continue to deliver more new homes and support our residents in the best way possible and to the best of our ability.

That’s why, in this edition of The Communicator, we want to highlight our customer service and ways we can support you. You can read more about this on page 6.

Following the customer service theme, this edition also includes an abridged version of Swan’s Residents' Annual Report (page 8). Here you can find out how we have performed over the past 12 months and how we have been supporting you. If you would like to see the full version you can find it online at Swan.org.uk.

Your health and safety is of paramount importance to us and we would urge you all to read our latest fire safety advice on page 3.

As always, we’d love to know what you think about The Communicator, so, if you have any comments, please email swancomms@swan.org.uk

Jennifer Spencer Charles, Editor

Contributors

Sandra Fawcett, Executive Director Operations

Ian Haworth, Assistant Director Neighbourhood Services Terry Bird, Director of Procurement Services

Caroline Richardson, Head of Resident Involvement and Community Development Andrea O’Callaghan, Head of Business Improvement and Allocations

Vicky Roper, Customer Relations Officer

Anna Williams, Housing Diversity Manager Frankie Bowen, Sustainability Co-ordinator

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

Or Text INVOLVE to 07860 021752

SwanFest 2017 A fun filled day for all After months of careful planning, SwanFest 2017 took place on Saturday 8 July at Barleylands Farm, Essex.

The event was a great success, with high resident attendance, engagement and consultation taking place. This year, the theme was 'Digital', with Residents being encouraged to help Swan shape it’s digital offer for the future, by answering questions around their digital priorities and taking part in activities including a virtual reality tour of The Reach community centre.

Residents also had the opportunity to talk to staff from different teams across the organisation, view the regeneration work that is planned for Laindon and gain advice and guidance from 16 different partner agencies including Essex Fire and Rescue.

Sandra Fawcett – Executive Director of Operations said:

“We were pleased to offer SwanFest again to our residents this year. The event has grown and developed since it was established and we look forward to what SwanFest 2018 will bring. I’d like to thank staff and residents for their support in making the event so enjoyable and memorable.”

“We had a brilliant day out at Barleylands Farm and it was great meeting many residents and staff and receiving information on Swan services.”

Mrs Bibi (with her family above)

THE COMMUNICATOR PAGES 03/04

Fire Safety at home Some safety advice from Swan

With the tragic events of Grenfell Tower still fresh in our minds, the safety of our residents is of paramount importance to us. We are committed to ensuring safety in our blocks of flats and we continue to follow government advice and recommendations as they are released.

Your building, like many residential buildings, is designed so that it restricts the spread of fire and smoke between flats. This means it will usually be safe for you to stay in your own flat if the fire is elsewhere in the block.

Residents have a key role to play in maintaining fire safety. Below are some simple tips and guidance to assist you in preventing a fire in your home: • When you go to bed, make sure that you've closed all the internal doors • Take care in the kitchen - most fires start here, so never leave your cooking unattended and take extra care with hot oil • Never leave lit candles unattended • Make sure cigarettes are stubbed out and disposed of carefully and never smoke in bed

• Don't overload electrical sockets and avoid the use of numerous electrical extension leads • Keep matches away from children • Do not store flammable liquids such as petrol in your home, on your balcony, in the bin store or chutes • Do not remove self-closing devices to internal doors or front doors • Do not disconnect your smoke alarm or even remove its battery • If you have any concerns report all repairs asap by dialling 0800 783 2768

For more information please visit the Swan website www.swan.org.uk and type in the word Fire in the search bar

Always check your white goods

Keep your balconies clear

White goods were a factor in the devastating Grenfell Tower fire as well as last year’s tragic Shepherd’s Bush fire. It continues to be vital that you check your 'white goods'.

By this we mean your electrical appliances such as fridges, cookers and tumble dryers. Here are some ways you can check your appliances are safe: • Check your appliances haven’t been recalled by visiting www.electricalsafetyfirst.org.uk • If your white goods start making a strange noise, don’t ignore it. If you suspect there might be a problem, always unplug the equipment and contact the manufacturer or a qualified repair technician.

• Register your appliance today to reduce fire risk at www.registermyappliance.org.uk. The register my appliance website, produced by the Association of Manufacturers of Domestic Appliances, provides quick and easy access to the registration pages of 62 leading brands.

To find out more information about Appliance Safety visit the London Fire Brigade website www.london-fire.gov.uk

We have recently written to all residents who have balconies asking them to remove any large or bulky items that they have stored on them. We are doing this as items on balconies can cause a fire hazard and lead to fire spreading between properties. Our Neighbourhood and Estate Services teams will continue to monitor balconies as they visit our estates. Balconies should only be used for leisure purposes and must not be used for storage, barbecues or extra space for kitchen equipment such as tumble dryers.

We also would like to remind all residents that any lighting or other celebratory equipment should not be attached to the building structure. If you are in any doubt speak to your neighbourhood officer before buying any new equipment, or planning an event.

They will be happy to advise you, call 0300 303 2500 and ask for the Neighborhoods Team.

Get ready for Winter with Swan This year, Swan will be piloting its Winter campaign in Tower Hamlets. The Winter campaign is an initiative aimed at Swan residents aged 75 years and over who live on their own in the London Borough of Tower Hamlets.

The campaign aims to ensure that residents know how to keep their homes safe and warm, whilst saving money and showing the different things that can be done to remain in good physical and mental health.

Specially trained Swan staff will visit individuals who qualify in November

to identify any ways these residents can benefit from further help and support regarding winter warmth.

Once there, our staff member will ask residents a series of questions to assess their needs relating to four key areas: Safe Home Warm Home Affordable Home Wellbeing (physical and mental health) Where the Swan staff member identifies that there may be opportunities for help, a referral will be

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Have you tested your heating?

As Autumn approaches, it brings with it colder weather. At this time of year, it is always a good idea to check that your central heating and hot water systems are working properly. By spending a little time to check everything is working properly now, you will make sure you’re not left feeling cold when winter arrives.

Test your heating: To see if your central heating system is working properly, test it by turning it on for an hour or so.

Before switching it on, make sure you have sufficient funds on your

gas or electricity meter, as well as checking that the boiler is turned on, that the room thermostat is turned up, thermostatic (temperature control) valves on radiators are turned up and that the timer clock is set correctly.

You will know if everything is working properly as it will warm up!

If, after making all these checks, your heating does not work please contact Axis, our repairs partner, on 0800 783 2768 and ask for a gas engineer to visit.

made to our Resident Involvement and Community Development Team (RICD). The RICD team will then identify the

agencies that can provide the most help and support to the resident and will ensure the appropriate referrals are made.

For residents living in Tower Hamlets over the age of 75, please keep an eye out for your letter and remember that this is an 'opt out' scheme. So if you feel that you don’t require a visit please contact the RICD Team on 01277 844242.

All residents who would like winter warmth guidance can call the RICD team for more information.

THE COMMUNICATOR PAGES 05/06

A greener Swan House Foyer

Volunteers brighten up green space thanks to funding

Swan House Foyer in Basildon, Essex was delighted to be awarded £1000 funding from Groundwork’s One Stop Carriers for Causes campaign. The 5p from the carrier bags they sell is ring-fenced for local community focused projects and they were able to fund the Foyer to carry out some green space improvements.

Frankie Bowen, Swan’s Sustainability Cocordinator, who helped secure the funding, went down to Swan House Foyer, along with volunteers from Ford Motor Company (who are based in Dunton) for the afternoon, to get to work!

The garden has seen a number of improvements over the last six months

including a new greenhouse (in which chillies, green beans and courgettes are growing nicely), new raised beds have been built and various planting has taken place across the garden.

There has also been an element of up-cycling and re-use, as old drawers have been re-purposed as planters.

The Foyer Team hope to run some training sessions for the residents soon to ensure that the garden goes from strength to strength and the food grown can continue to be used in cooking. The garden is looking very bright and colourful and we are delighted that the residents that use the space are enjoying spending time in it!

Volunteers Wanted

Do you want to get better at saving energy in your home? Do you switch off appliances that are usually left on standby? Do you switch off the lights in a room when there's no-one in there? Swan is undertaking some energy saving training for residents to become Energy Ambassadors across Essex and London and we'd love to hear from you!

For further details please contact the RICD team on 01277 844 242

We are committed to customer service helping our residents everyday in every way Our Business Improvement team regularly review the data they hold in relation to complaints. This includes the type of complaint, the area of complaint, the outcome of the complaint and the feedback received from you following your complaint.

Reviewing our complaints so thoroughly, helps us to make improvements to our processes and policies to better meet your needs.

Following our most recent review, you have told us that our communication could sometimes be better.

Our Business Improvement team now have fortnightly meetings with our Housing Management team where all complaints that have not been fully resolved are discussed.

As a result, satisfaction on the outcome for non-repairs related complaints has increased by 11%.

Case Study

How we helped our res ident through the complaints process

Ms H had moved into a Swan home through a transfer and was unhapp y with the fairness and approach towards recha rges and the standard of work between her old an d new old home.

Following receipt of the complaint, one of our managers arranged to visit Ms H at home to discuss the complaint in more detail and really understand her concern s.

As a result, further work has been completed on Ms H's home and to make sure we learn from the situation, we have starte d a review on how we let our empty homes.

This case study shows that complaints really do help to improve service s for residents.

NOW IT’S OVER TO

YOU

If this is you, please contact the Resident Involvement Team to find out more information.

Contact the Resident Involvement Team today to see what you can do...

Call 01277 844 242 Email involvement@swan.org.uk

ARE YOU...

A COMMUNICATOR?

Able to get your points across clearly

DIVERSE?

We want our panel to be representatives of all our residents

COLLABORATIVE?

Someone who can work well with others

ENTHUSIASTIC?

Wanting to learn and get involved in new initiatives

PASSIONATE?

Wanting to improve services for all residents

INNOVATIVE?

Able to come up with new ideas

COMMITTED?

Have you got spare time that you would like to invest in something new?

DRIVEN?

Able to motivate yourself and others

THE COMMUNICATOR PAGES 07/08

My BIG idea...

Want to win £50 to spend in Argos?

Swan is 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: • Improve services.

• Offer new services.

• Save money or reduce waste.

My Big Idea is...

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

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

Your name

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

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

Address

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Send us your idea by post using this form or online at web4residents.org.uk or swan.org.uk or by emailing Improvement@swan.org.uk

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Return your suggestion slip to: The Customer Feedback Co-ordinator, Swan Housing Association, FREEPOST ANG10361, Billericay CM12 9ZZ

The Welfare Benefits Team are here to help Swan has a team of dedicated officers who can assist you with any benefit concerns you may have.

The Welfare Benefits Team are here to provide advice about which benefits you may be entitled to, along with support with making a claim.

If you are having problems with your benefit claim we can provide assistance with appealing your decision including Tribunal Representation.

Shofu

Nicola

There have been numerous changes to how benefits are worked out along with the roll out of Universal Credit across the country.

The Welfare Benefits Team are able to provide information as to how

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these changes may affect you and apply for a discretionary housing payment to help with your rent, where applicable. The Welfare Benefits Team helped our residents obtain an additional

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£298,749 in Discretionary Housing Payments during the 2016/17 financial year.

If you would like further information please contact a member of the Welfare Benefits Team on 0300 303 2500.

RESIDENTS’ ANNUAL REPORT PAGE 08

Welcome to the Residents’ Annual Report Summary 2017 £500k

G1

saved from procurement

rating for Governance

decent homes

rating for Viability

100%

This summary report is designed to bring you up to date with Swan’s performance over the last year and sets out how we are performing against the Regulatory Standards set by the Social Housing Regulator.

V2

These are: The Economic Standards:

• Governance and Financial Viability • Value for Money • Rent

The Consumer Standards:

• Tenant Involvement and Empowerment • Home • Tenancy • Neighbourhood and Community

£2.2m spent on planned improvements

Governance & Financial Viability Swan’s structure is intended to make sufficient provision for residents to be able to help us deliver our aims, objectives and intended outcomes. Four places on our Operations Committee are reserved for residents; we have a resident led Scrutiny Panel and the Resident Consultative Committee provides residents with the opportunity to influence, scrutinise and hold us to account. Swan’s governance rating remains G1 and our Viability Rating V2.

For the full Residents' Annual Report, Financial Statements and accounts and Value for Money SelfAssessment please go to www.swan.org.uk

or contact the Communications Team on 01277 844770 or email: swancomms@swan. org.uk

RESIDENTS’ ANNUAL REPORT PAGE 09/10

£59.5m £25k+ Gift Aid generated to date

4.8

days to resolve to a complaint

community grants

13th year

of Customer Service Excellence Award

32,000+ repairs carried out in the last year

Value for Money Customer Tenant Service, Choice Involvement & Each year we produce a Value for Money Selfand Complaints Empowerment Assessment detailing how we deliver value for money standard We retained the Customer

Repairs and Maintenance

Rent

We reviewed our appointment times during the year and introduced new improved slots from April 2017. Satisfaction with the last repair for the year was 92%.

through our services to residents and a Financial Statement. These are available at www.swan.org.uk.

The amount we can review our rents by is decided each year by the government. For 2016/17 the Welfare Reform and Work Act 2016 required us to reduce our rents by 1%.

Home Standard

We know that repairs and maintenance and the quality of your home are what matters most to you. To ensure our properties meet or exceed the Government’s Decent Homes Standard we have a planned improvement programme. In 2016/17 we spent £2.2m delivering our annual improvement programme and are pleased to report 100% of our homes continue to meet the Decent Homes Standard.

Service Excellence (CSE) award, achieving 14 Compliance Plus areas. Our Tenant’s Handbook sets out the standards of service that you can expect to receive and is available in digital format on our website.

We aim to get things right first time and we want to know when we get it wrong so that we can put it right.

On average it took us 4.8 days to resolve a complaint with 96% of complaints resolved at Stage 1.

We aim to ensure fair treatment for all our residents and last year achieved Housing Diversity Network Accreditation for excellence in Equality and Diversity.

We have a dedicated Resident Involvement and Community Development Team working directly with residents and local communities to develop our services and increase service user engagement.

There are a range of opportunities for residents to get involved depending on how interested they are in influencing our services and how much time they have to spare. This can include attending formal meetings or being part of our virtual on-line panel.

In 2016/17 we invested in community projects and awarded over £25k of community grants. 133 residents participated in our Resident Training Programme and over 330 residents attended our annual SwanFest in July 2017.

Last year we completed nearly 32,000 repairs, which included almost 5,000 emergency or immediate repairs. 100% of emergency repairs and 99% of standard repairs were completed in target.

Regeneration

We continue to make great progress in our regeneration programmes in Basildon, Redbridge and Tower Hamlets. Our commercial activities have generated £59.5m of gift aid to date, which has been reinvested in our homes and services.

Tenancy Standard

We own and manage around 11,000 homes and work hard to ensure that the people living in our homes have a legal right to do so and follow the terms of their tenancy.

Our Allocations Policy awards priority for transfers based on household need and time waited and over the year we saw 75 residents move by transfer and 143 by mutual exchange.

Neighbourhood and Community Standard

We have worked closely with residents to deliver estate action days. We hold regular estate walkabouts and block surgeries. We know that clean and tidy estates are as important as the homes we provide. Last year we carried out 626 estate inspections, with 93% of inspections completed with residents in attendance.

We expect residents to be good neighbours, tolerant of one another and understand how their lifestyle can affect those living nearby. Last year we investigated 216 reports of anti-social behaviour.

Supported Housing

We provide a range of support to over 350 residents, from young people in our Foyers, to older people in sheltered housing. We agreed an enhanced repair service for supported housing residents and increased the number of involved residents.

Adding Value

We work closely with local organisations to maximise funding and deliver community initiatives that add value to resident’s lives.

The Swan Foundation is dedicated to improving people’s lives by building partnerships with local businesses and investing in communities.

Performance

We have a robust approach to performance management and regularly publish our performance through The Communicator and www.swan.org.uk.

When our performance in 2016/17 was compared against 21 Registered Providers operating across Essex and East London, our performance was in the top quartile for: • Days taken to relet empty properties

• Average time to complete a repair • Properties with a Gas Safety certificate • Rent arrears

• Satisfaction with complaint handling

• Satisfaction with quality of home We improved on:

✓ Cost of housing management

✓ Cost of estate services ✓ Cost of rent collection

11,000 homes managed by Swan

626 estate inspections

84%

satisfied with the service received

330 homes let

We improved on

√ Cost of tenancy management √ Cost of estate services √ Cost of rent collection

RESIDENTS’ ANNUAL REPORT PAGE 11

Repairs

2016/17

Repair appointments that were kept

98%

Emergency repairs completed on time

100%

Average days to complete a repair

3.92

Day to day repairs completed on time

Homes with a valid Gas Safety Certificate

Overall satisfaction with our Repairs Service

97%

100%

99.4%

98.5%

100%

100%

71%

Homes and tenancies

2015/16

76%

Average days to relet an empty home

13.6

14.5

75

78

143

Tenants transferred

343 154

Households evicted

34

31

Average rent

£116

£120

Rent and Income Collection Rental income owned in arrears

2.37%

98.7%

74%

6711

Mutual Exchanges taken place

98.5%

6.9

6801 343

96%

4.01

General needs stock

Supported Housing stock

Target

2.5%

100%

16

2.6%

Satisfied that rent provides value for money

80%

77%

Reports of anti-social behaviour

216

226

Compliments received

170

233

Satisfied with handling of their complaint

74%

75%

76%

Satisfied with the overall services provided

84%

83%

85%

Head of household - BAME

27%

26%

Head of household - disabled

16%

17%

Anti-Social Behaviour

Satisfied with how ASB report was dealt with

72%

Customer Service Complaints received

234

Views are taken into account and acted on

62%

Resident Profile

Head of household - female

69%

Head of household - over 55yrs

23%

Lets made to BAME households Above target

Slightly below target

27% Significantly below target

71%

217

67%

69%

25%

29%

80%

76%

68%

#NoPlaceForHate

Tackling Hate Crime with our residents

Hate crime has been in the news a lot over the last year, usually in relation to a rise in reporting following political or international events.

Ideally, all hate crimes/incidents should be reported to the police (999 for emergencies/101 for non-emergencies) - they want to know about all hate incidents, not just hate crimes.

You can report (anonymously if desired) at report-it.org.uk or report using the Self Evident app.

If the incident occurs within a block or estate managed

by Swan or involves a Swan resident, please also report it to your neighbourhood or supported housing team.

Other reporting options: • Victim Support Web victimsupport.org.uk Call 0808 16 89 111 • GALOP (to report antiLGBT hate) Web galop.org.uk Call 020 7704 2040 • Tell MAMA (to report anti-Muslim hate) Web tellmama.org.uk Call 0800 456 1226

• CST (to report antiJewish anti-Semitic hate) Web cst.org.uk Call 0800 032 3263

stopthehate.org.uk is the one-stop shop for information and advice for all matters concerning hate crime in Essex and includes details of Hate Incident Reporting Centres (HIRCS) in Essex.

We had a great time spreading the #NoPlaceForHate message with our police colleagues at Essex Pride and London Pride this summer.

What is a hate crime?

A Hate Crime/Hate Incident is any criminal offence/non-crime incident which is perceived, by the victim or any other person, to be motivated by hostility or prejudice against a person based on actual or perceived disability, race, religion, sexual orientation or transgender identity.

Our approach to equality Have your say!

Every three years, we publish a new Equality Scheme to show how we will continue to promote equality and diversity through everything we do and every year we publish a report to show what we have done and achieved. You can view our Equality Scheme 2015-2018 and annual reports on swan.org.uk. We are currently developing our Equality Scheme 2018-2021.

If you have any questions or suggestions about this please contact Anna Williams, Housing Diversity Manager on 01277 314960 or email awilliams@swan.org.uk.

Would you like to be an Essex Hate Crime Ambassador?

During National Hate Crime Awareness Week (nationalhcaw.uk) Essex Police will be running a half day Hate Crime Ambassador training session at our office in Billericay on Thursday 19 October (2pm-5pm). For more information or to book please contact Anna Williams, Housing Diversity Manager by emailing awilliams@swan.org.uk or calling 01277 314960.

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THE COMMUNICATOR PAGES 13/14

Swan Rewards

Our way of saying thank you

LG 32 Inch LED HD TV

How many sides does a 50p have? n 7 n 10 n 3

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

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

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

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

Hotpoint Fridge Freezer

What pasta is traditionally used to make Carbonara? n Fusilli

n Penne n Spaghetti

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

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

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

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

Here is your chance to win some fabulous prizes as part of the Swan Reward Scheme. Please check that you qualify by visiting web4residents.org.uk and then just choose which of these great prizes you would like to win. The closing date for entries is 23 October 2017.

Apple iPod Nano

De'Longhi Microwave

n August n October n September

n Frozen n Pinocchio n Moana

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

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

During which month does Autumn begin?

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

What is the name of the latest Disney film?

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

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

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

Acer Aspire Laptop

ÂŁ50 to spend in Argos

n Nine n One n Twenty-nine

n Seven n Six n Ten

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

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

What does a 'stitch in time' save?

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

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

How many edges does a cube have?

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

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

If you qualify 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. Winners may be asked to appear in the next edition of The Communicator.

Images are for illustrative purposes only and prizes may vary

The funny zone!

Q. What do you call a fake noodle?

A. An IMPASTA!

Q. What do you call an alligator in a vest?

A. An Investigator Q. What's the difference between a guitar and a fish?

A. You can't tuna fish Q. Did you hear about the race between the lettuce and the tomato?

A. The lettuce was a head and the tomato was trying to ketchup Q. What do you get from a pampered cow?

A. Spoiled milk Q. What gets wetter the more it dries?

A: A towel Q. Why did the picture go to jail?

A. Because it was framed

Rio Olympic Word Search winners Winner £25 Argos Voucher Callum, Essex

Runners up Swan colouring book

Katie, Essex

Billy-Ann, Essex

KIDS’ ZONE

Musical word search!

There are ten hidden musical instruments to find; trumpet, guitar, drum, violin, piano, flute, tambourine, banjo, trombone and cello.

The words can go in any direction and written both forward and back to front.

Find all ten and you could win a £25 Argos Voucher.

The runners up prizes have now been increased. They will each receive a £10 Argos Voucher.

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

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When you have found all ten, cut out your entry and return with your name, age and address to Jennifer Spencer Charles, Swan Housing Association, FREEPOST ANG 10361 Entries will be drawn on 23 October 2017.

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Your Name ....................................................................................................................................

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

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

In your language

Swan Housing Association www.swan.org.uk @swanhousing

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

Swan Housing Association Head Office: Pilgrim House Billericay Essex CM12 9XY

All our offices are open Monday - Thursday 9.00am - 5.15pm

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

Polish

Somali

Friday 9.00am - 5.00pm Tel: 0300 303 2500

NU living www.nuliving.co.uk @nulivinghomes

Swan Foundation www.swanfoundation.org.uk @swanfoundation

Repairs: 0800 783 2768 or 020 3597 2067 from a mobile (24 hrs a day)

Punjabi

Email: info@swan.org.uk

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

Bengali

Arabic

Urdu