HOME | Spring | 2021

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NICE TO KNOW Page 09

YOUR HOME Page 15

COMPETITION Page 20

somewhere to feel at home

THE REPAIR ISSUE SPRING 2021

NEED TO KNOW Meet the Axis team Page 3

WELCOME In this issue you can find out about our repairs partnership with Axis.

NEED TO KNOW

NICE TO KNOW

Repairs

Count Me In

Page 02

Page 10

YOUR HOME

COMPETITION

A 43 inch TV and many more prizes to be won on page 20 New Swan Portal

Feeling lucky?

Page 16

Page 20

Somewhere to feel at home

02

Repairs During the pandemic, it has never been more important to have somewhere to feel at home.

We know how frustrating it can be when something in your home stops working and needs to be repaired. It can be even more frustrating when something goes wrong with your repair, causing delays or further problems along the way.

Swan partners with Axis to manage all the repairs, maintenance and essential servicing in customers’ homes. They have continued to deliver this service throughout the many and on-going challenges posed by the Covid-19 pandemic. Our customers tell us that a reliable repairs service is one of the most important services to them, and we are dedicated to ensuring every customer receives the very highest levels of customer service. Throughout the pandemic, Axis have carried out 35,000 repairs, installed 136 new kitchens and ensured that every home has a valid gas safety certificate in place.

As Swan’s partners, Axis are committed to delivering a professional and reliable repairs service and are constantly working to improve their service.

If you experience any problems with a repair in your home, it is important you let us know as your feedback is vital in helping us learn where things have gone wrong so that we can make things better.

You can report a repair to Axis at any time of day or night on 0800 783 2768 or 020 3597 2067 from a mobile.

You can also email Axis on swanresidents@axiseurope.com Swan’s Customer Relations Team are also available to help with any problems you may experience along the way [see contact information on the back cover].

NEED TO KNOW

Meet the Team Swan and Axis have been working together to repair and maintain customer homes since 2009. Axis has over 100 people who look after all the repair and maintenance needs for Swan customers, from speaking to you when you call to report a problem in your home, to servicing your gas boiler, repainting and decorating communal spaces and all the other jobs in between.

The whole team are dedicated to providing the best possible service to customers and this passion is clear from even the newest team members.

We asked some of the Axis apprentices to tell us something about what makes them most proud: “I was booking a supervisor inspection for a Swan customer. She wanted more information on a lift that had stopped working unexpectedly as she was pregnant and wanted to know when it was going to be repaired.... A few hours later I was able to call her back with good news that it was operational again. She was really happy and appreciative that I called her back.

This is positive for me because I can genuinely hear when customers are happy which makes me feel like I have made a real difference.”

Jadine Johnson, Business Admin Apprentice (right) “I stayed and worked overtime to help an older customer whose toilet had broken. She was in a panic and nervous as she had no toilet. We managed to get a toilet that night and fitted it for her very quickly. One of the major highlights of working with Swan residents for me has been helping people like this.”

Bradley Vince – Gas and Plumbing Apprentice (right)

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04

Repairs in numbers: 1 April 2020 - 31 March 2021







58,311 customer phone calls answered

6,273 gas appliance services completed to retain 100% Gas Safety Certificate compliance

14,818 gas breakdown and service appointments attended







37,755 customer emails received and actioned

6,981 gas appliance and system faults completed

163 new kitchens installed  32.5% increase on previous year







34,554 repair appointments completed (total)

30,333 responsive repairs completed (including 6,810 communal repairs)

119 full unit windows/ front and or rear doors and fire doors installed







4,329 service and inspection visits to achieve statutory or regulatory compliance with equipment (pumps, lifts, fire alarms etc)

527 external decorations completed (windows, doors etc)  164% increase on previous year

466 new boilers and central heating systems installed  109% increase on previous year

NEED TO KNOW

Fire safety

What to do in an emergency Did you know that the fire and rescue services recommend that everyone takes five minutes to think about what you and your household will do in an emergency? It might not be something you want to think about, but it could save your life.

Here are some things you should consider: If you live in a flat make sure you understand the evacuation policy for your block. Most of Swan’s blocks have a stay put policy; this means that if there is a fire, it is safe to remain in your home until you are asked to leave by the Fire and Rescue services.



Following Risk Assessments, there are Fire Wardens in some blocks. They will sound an alarm if a fire is found. If you live in one of these blocks and hear the fire alarm you should leave your home immediately and move to the agreed evacuation point. If you don’t know which policy applies to the block you live in, please do ask your Neighbourhood Officer who will be happy to help.



Would you or anyone in your household need help to evacuate your home?

We have recently contacted residents in some of our blocks to ask this. If you have not already let us know please email us on priorityupdates@swan.org.uk or call 0300 303 2500 so we can talk to you about your needs.



 

If you live in a house do think about your escape routes and consider alternative routes in case fire blocks your exit.

Think about where you keep your door keys – could you find them in a room filled with smoke?

You are safest when everyone who lives in your home (and any visitors) understands what they must do if there is an emergency, so why not take a few minutes to talk about this today?

Don’t forget to test your smoke alarms at least once a month. If they don’t work and you rent your home from Swan contact Axis who will arrange a repair.* (see back cover for contact details).

*Leasehold and Shared Owners are responsible for maintaining and replacing their own smoke alarms.

Somewhere to feel at home

Benefits We understand that many people have been financially impacted by the ongoing pandemic. The Government has introduced many changes to the current benefit system designed to help support people who are experiencing financial difficulty. It is important to know that some of these changes are ending soon and this may affect your income.

If you would like to understand how

these changes may affect you or if you

are entitled to any additional support, our Welfare Team can check to see if you are receiving the correct benefit entitlement. Our team can be contacted on 0300 303 2500 or at benefits@swan.org.uk

06

Changes include:

  

The temporary increase of £20 per week to the maximum amount of Universal Credit that you can receive will continue until the end of September 2021.

The increase to Working Tax Credit ended on 5 April 2021 however, everyone who is entitled to this benefit should have received a £500 lump sum payment.

There have been changes to how self-employed income is used when calculating any entitlement to Universal Credit which is due to end at the end of July 2021.

You are not alone It is important that everyone feels safe in their home and community. Swan takes all reports of hate crime seriously and believes that there is #NoPlaceForHate.

A hate crime or incident is motivated by hostility or prejudice against someone based on their actual or perceived disability, race, religion, sexual orientation or gender identity. Anyone can report it, even if they are not the victim. Hate crime is underreported and ideally, should be reported to the police.

If you experience hate crime involving a Swan customer or in a block or estate managed by Swan, please report it to the Neighbourhood Team or Supported Housing Team by email or by calling 0300 303 2500. You can remain anonymous.

Check out our website for more information and advice: www.swan.org.uk/residents/help-advice/anti-social-behaviour-hate-crime/

NEED TO KNOW

Your rent Increasing your rent is always a difficult decision to make. Swan is a not-for-profit organisation and relies on the rent you pay to provide safe and secure homes.

We are committed to providing you with excellent services. To continue to do this we sometimes need to increase rents to balance the increasing costs of providing them. This means your rent payment could go up later this year.

How Swan sets rents is carefully monitored and regulated. There are a set of rules we have to follow in order to set rents. This year we are allowed to increase by a maximum of the Consumer Price Index, as of September 2020, plus 1% which equates to a total of 1.5% overall.

Our priority is to reinvest in our existing homes and communities for those who live there as well as building more affordable homes in the boroughs

where we work. Any increase allows us to continue to carry out communal repairs and improvements to our estates and also covers the increasing costs of keeping our buildings safe and your home secure and warm.

Our latest survey shows that on average customers gave us a rating of 6.5 out of 10 on satisfaction with their rent costs. We know we need to do more to show customers what we use this money for. We will give customers more information about how we plan to use the extra money from rent increases during the summer months. We hope that you will find this information useful.

If you receive benefits you are unlikely to be impacted by any change in your rent as it will be covered by an increase in your benefit payments.

For other households, we estimate that rents could increase by an average of £1.70 per week.

If you would like to discuss in more detail how Swan sets your rent please contact Customer Involvement and Community Development team on 01277 844242 or email involvement@swan.org.uk. If you are concerned about your finances, please speak to our dedicated Welfare Benefits Team on 0300 303 2500 or at benefits@swan.org.uk

Somewhere to feel at home

Just report it!

Swan’s dedicated Neighbourhood Team take all reports of illegal drug use seriously. Did you know that any type of drug use in a Swan home (including the possession of drug paraphernalia) is a breach of tenancy?

If you smell or witness drug use, including the use of cannabis, in any of our homes or estates please report it. We also encourage everyone to remain vigilant to the use of butane gas cannisters which have been linked to a dangerous and growing drug trend.

All reports of drug use are taken seriously and you can ask to remain anonymous. If you have concerns about drug use or any anti-social behaviour in your local area, email ASB@swan.org.uk or call 0300 303 2500.

08

NICE TO KNOW

Axis help to reconnect families Neave Crescent is a supported living scheme in Romford. Many of the residents who live there have shielded throughout the pandemic and have been isolated from their friends and families.

Their outdoor space lacked shelter and they needed somewhere that would enable them to safely and comfortably meet their loved ones (when restrictions allowed).

Swan, Axis and Outlook Care worked together on the project to construct two outdoor gazebos with solid concrete bases. The new gazebos are fully accessible and provide shelter from wind and rain.

As restrictions begin to ease, residents at Neave Crescent are now able to reconnect with their loved ones in a private and sheltered spot while remaining Covid-secure.

Somewhere to feel at home

Count me in

10

Co u me nt in

Here at Swan we’ve got some exciting plans as part of our new Corporate Strategy ranging from ways we can love our planet through reducing our carbon footprint to improving trust with our customers as well as introducing more digital solutions. But we need your help.

We want to understand what’s important to you and make sure you’re fully involved in helping to shape and deliver our plans.

You can get involved in lots of different ways – it’s entirely up to you. From workshops and meetings to simple, online surveys and feedback the choice is yours.

To register your interest email us at involvement@swan.org.uk with COUNT ME IN in the subject and your name, address and preferred contact method (email or telephone) or call us on 01277 844242 and we’ll be in touch with more information about the different opportunities including how you can become a 'Love the Planet Champion'. These champions will be asked to share their thoughts on renewable energy, recycling and green living.

NICE TO KNOW

Somewhere to feel at home

11

Meet the resident Tracey uses a wheelchair and she found it very hard to use the kitchen in her home. She had an assessment and was delighted to find out that her kitchen could be adapted to better meet her needs.

Tracey said “I had the new kitchen put in as I use a wheelchair. I had no problem getting the changes I needed approved at all.

The new cabinets have pull-down shelves and my hob and sink have nothing underneath so I can push my wheelchair under them. Everything is now within my reach. Before everything was too high or too low. I now love being in my kitchen!

The guys that installed my new kitchen were brilliant. They were always checking that everything was right for me. They were a lovely bunch and worked hard. Vince, the Axis Building Surveyor, was also brilliant and helpful - thank you!”

Swan is committed to ensuring everyone can feel at home. We offer an adaptation service to meet residents’ age and disability related needs.

If you would like more information on this service please call 0300 303 2500 and speak to your Neighbourhood Officer or Supported Housing Officer. You can also find out more information online: www.swan.org.uk/residents/resident-services/aids-adapations

Recruiting now...

Make a difference!

The award-winning Swan Care and Specialist Accommodation team are based in Essex and provide quality care and support to people living in the community.

They are looking for amazing people with a passion for caring for others.

If you would like to know more call 01277 844777 and ask to speak to Mel Garrod and Abi Powell

What we offer:

      

A comprehensive induction programme and training to support you in your role Real Living Wage 25 days holiday pro rata for working part time hours Option to buy an extra five days annual leave Contributory pension Life Assurance Bupa Healthcare

NICE TO KNOW

Backyard Nature Over the last year many of us have been inspired by the nature that surrounds us – we’ve marked the passing seasons by watching the trees and flowers grow, we’ve listened to the birds and we’ve even chased butterflies.

We’re launching the Backyard Nature programme to help young children and families explore and grow their passion for nature even more. This programme will be launching on the Beechwood and Churchview estates in Basildon soon. If your passion for nature and the environment stretches further than your backyard you may also be interested in becoming one of our ‘Love the Planet’ champions, this is open to all of our customers.

If you would like more information on the Backyard Nature programme or becoming a ‘Love the Planet’ champion please call 01277 844242 or email involvement@swan.org.uk

Young Leaders Programme Do you know a young person aged 11-25 years old who could be a young leader? Young people are the future and we want to support them to become respected community influencers.

Swan’s Young Leaders Programme will work with young people to help them grow their skills and confidence so that they can have a direct and positive influence. They will be supported and encouraged to use their skills and there is £500 available to help them to develop and deliver projects that benefit people living in their local area.

For more information contact the CICD Team by calling: 01277 844242 or email involvement@swan.org.uk

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Celebrating Pride This month we are celebrating Pride month and showing support for the LGBT+ community.

Pride events are held in June and throughout the summer months however, due to the ongoing pandemic, things may look a bit different again this year. If you would like to find out more about the Pride events in your area check out www. essexpride.org, www. basildonpride.co.uk, www. southendpride.org.uk, www.facebook.com/romfordpride, www.prideinlondon.org, www.ukblackpride.org.uk Swan is committed to LGBT+ equality and is one of just seven organisations in the UK to achieve HouseProud Pledge Pioneer status. Further information about the pledge scheme can be found at www.houseproud-lgbt.com/pledge

If you are interested in helping Swan to

deliver brilliant customer care and great

places to call home for the LGBT+ community, or have any other suggestions to help us take this work forward, please contact Anna Williams, Diversity and Inclusion Manager – awilliams@swan.org.uk or call 01277 314960.

£50 for your thoughts...

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

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

So, tell us what you think about how we can: • improve services • offer new services • save money or reduce waste All suggestions are considered by our Resident Consultative Committee. Any ideas we implement will be published in HOME.

We will award

£50

in Argos vouchers for any ideas that we can use.

If you have any suggestions or ideas don’t delay - send them to us today! Send your ideas, along with your name and address to info@swan.org.uk with My Big Idea in the subject line or call the Customer Involvement Team on 01277 844242

YOUR HOME

Home insurance When money is tight home contents insurance may feel like an unnecessary expense. However, many of our customers are breaching their tenancy agreement if they do not have a home contents insurance policy in place.

Swan’s insurance covers the bricks and mortar of your home but it does not protect your personal belongings. Contents insurance covers your furniture, the clothes in your wardrobe and all of your belongings. Some of our customers were recently affected by unavoidable power cuts. The food in their freezers spoiled and had to be thrown away. Most home contents insurance policies will help you to replace frozen food if something like this happens.

Swan partners with Thistle Tenant Risks and Ageas Insurance Limited who provide the My Home Contents Insurance Scheme, a specialist Tenants Contents Insurance policy, although you are free to use any insurance provider.

You can ask your Neighbourhood Officer for an application pack or you can call Thistle Tenant Risks on 0345 450 7288 or visit their website for more information www.thistlemyhome.co.uk

Assisted Decorations Lockdown restrictions have meant that many of us have spent a lot more time in our homes over the past year. Some people have used this time to redecorate.

Did you know that Swan provides help to some customers who are unable to decorate their homes themselves? If you (or someone you know) are over the state pension age or receive a Disability Living Allowance or Personal Independence Payment, are unable to do your own decorating and don't have anyone who can do it for you, you may qualify for Swan’s Assisted Decoration Scheme.

Working in partnership with Axis, customers who qualify for this scheme, can have two rooms (e.g. bedroom and bathroom) or halls, stairs and landing redecorated. If you would like to know more, please call your Neighbourhood Officer on 0300 303 2500 or email info@swan.org.uk.

*This service is available to a limited number of customers every year.

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 MySwan Portal can be found on the Swan homepage

Get our new MySwan portal today!

We’re delighted to officially launch our new residents’ portal, ‘MySwan’.

MySwan allows you to check your rent balance and pay your rent, at a time that suits you.

We want to thank the customers who have been the first to try the new portal over the last few months. You have given us useful feedback so that we can make sure that it really is as easy as 1,2,3 for everyone to use.

MySwan is available 24/7, 365 days a year on a desktop or mobile device such as a tablet, laptop or smartphone. It’s simple, fast and safe. The next time you have a question or want to reach us, just log onto MySwan.

Yasmine, one of our residents at Blackwall Reach in East London, has tried the portal. She said she found it “quick and easy to register - I really love being able to access services 24/7”.

Sign up to MySwan today at www.swan.org.uk or contact our Customer Relations Team on 0300 303 2500 and select Option 4.

They will be happy to help you get set up on the portal.

YOUR HOME

How did we do?

April 2020 - March 2021

* Swan is changing the way it measures customer satisfaction so we have been unable to update these figures. Look out for a full explanation and more information in your Residents' Annual Report which will be published in September.

78%*

81%*

Satisfied with overall service (target 85%)

Satisfied with quality of home (target 85%)

202

100%

92%

We received 88 Stage 1 complaints in this period

Stage 1 complaints responded to within six working days (target 98%)

People satisfied with the complaints procedure (target 86%)

These two figures (left) are correct to September 2020.

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Did you know?

Over the last six months complaints have reduced by 10.19%.

More than 100 Swan staff have been trained on the Housing Ombudsman Complaints procedure.

Swan's Customer Portal Registrations have risen from 172 in November to 971 at the end of March, a percentage increase of 468%.

93.74% People satisfied with their last repair (target 93.5%)

100%

19.1

93.67%

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

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

Repairs completed at first visit (target 96.5%)

81%

96.53%

79

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

Repair appointments made and kept (target 97%)

We have had 79 compliments during this period

COMPETITION

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 choose which of these great prizes you would like to win. The closing date for entries is Friday 13 August 2021.

Please note, there may be a delay in distributing prizes due to the current Covid-19 pandemic.

1. £100 Argos voucher What is the capital of Ireland?

A. Dublin B. Cork C. Limerick

If you qualify to enter, just fill out the form below with the answers circled and post to: Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ with your name and address or email us at competition@swan.org.uk quoting ‘Swan Reward Scheme competition’ with your answers, name and address.

Images are for illustrative purposes only and prizes may vary.

Please circle your answers 1. £100 Argos voucher

A

B

C

A

B

C

3. Nintendo Switch Lite

A

B

C

4.£100 B&Q decorating voucher

A

B

C

5. LG 43 inch Smart 4K TV

A

B

C

6. £100 Argos voucher

A

B

C

2. Bush Washing Machine

Full name Address

Phone number

2. Bush Washing Machine What type of food is Penne?

A. Pasta B. Fruit C. Cereal

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5. LG 43inch Smart 4K TV What is the name of the Royal family’s castle in Scotland?

A. Leeds Castle B. Dover Castle C. Balmoral Castle

3. Nintendo Switch Lite How many players are in a football team?

A. 7 B. 11 C. 15

4. £100 B&Q decorating voucher Yellow and blue make which colour?

A. Orange B. Green C. Purple

6. £100 Argos voucher How many years in a century?

A. 1,000 B. 10 C. 100

COMPETITION

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To help we have listed the creatures below; Worm, tarantula, bee, cockroach, fly, earwig, mosquito, ant, hawkmoth, butterfly, grasshopper, ladybug, dragonfly, beetle and snail.

Creepy crawly creature crossword Complete all 15 and you could win a £25 Argos voucher.

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

When you have filled in the

crossword, send this page

along with your name, age and address to: Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ or email a picture of the page to competition@swan.org.uk remembering to put HOME in the email subject line.

Entries will be drawn on Friday 13 August 2021. Please note, there may be a delay in distributing prizes due to the current Covid-19 pandemic.

This competition is only open to Swan residents aged 16 or under from a qualifying household. Please check www.swan.org.uk to see if you qualify.

Despite the Covid-19 pandemic and our offices remaining closed to visitors, we are here to help you. Our staff who are not working in the field are working from home, you can still get the support you need: You can access information about our services on www.swan.org.uk You can find our Live Chat service here too.

If you cannot find what you need online please do speak to us via Live Chat or email us at info@swan.org.uk

You can also call us but please do bear with us, you might have to wait a bit longer than usual to speak to our staff.

somewhere to feel at home

Swan HA Pilgrim House Billericay Essex CM12 9XY

NU living Tramway House 3 Tramway Avenue Stratford E15 4PN

Hera Management Services Limited Tramway House 3 Tramway Avenue Stratford E15 4PN

Our staff are available to help you Monday Thursday 9.00am - 5.15pm

Our staff are available to help you Monday Thursday 9.00am - 5.15pm

Our staff are available to help you Monday - Thursday 9.00am - 5.15pm

Friday 9.00am - 5.00pm

Friday 9.00am - 5.00pm

Tel: 0300 303 2500

Tel: 0300 303 2500

swan.org.uk

nuliving.co.uk

@swanhousing

@nulivinghomes

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

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

Friday 9.00am - 5.00pm Tel: 0345 683 8812 heramanagementservices.co.uk @heramanagement

All information in this newsletter is correct at time of publication.