Equality and diversity

Our vision is to deliver a truly inclusive customer service offer that improves lives. During 2021/22, we worked hard to continue delivery of our Equality Scheme 2018-2022 Action Plan, which is focused on achieving five key objectives including to: ‘Support our customers to achieve equality outcomes in times of change’.

If you would like more information you can view our Annual Equality, Diversity and Inclusion Report which will be published on www.swan. org.uk later this year.

Celebrating in the community

The ending of Covid-19 lockdown restrictions provided some great opportunities for us to get back out into the community. For example, we attended Essex Pride and Basildon Pride and an International Women’s Day event at The Reach Community Hub in Tower Hamlets that was organised by our partner, London Tigers.

HouseProud Pledge

We remain committed to meeting the commitments we have made by signing the HouseProud Pledge: Making sure that LGBTQ+ residents can have input at executive/strategic level, increasing LGBTQ+ visibility, and providing staff training to improve understanding of LGBTQ+ lives. If you would like to get involved please contact the Customer Involvement team on involvement@swan.org.uk or 01277 844242.

For more information about the HouseProud Pledge and HouseProud’s ‘No Place Like Home’ research that led to the development of the pledge, please see www.houseproud-lgbt.com.

How did we do?

2021/2022

92.14%

Repairs completed at first visit (Target 96%)

96.5%

Repair appointments made and kept (Target 96.5%)

87.4%

People satisfied with their last repair (Target 90%)

60%

Satisfied with overall service (Target 80%)

92.1% Satisfied with repairs service (Target 93.5%)

81%

Satisfied with quality of home (Target 65%)

£126.24

Average cost of a repair (No target)

100%

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

12.4

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

85% Satisfaction with our letting service (Target 80%)

69% People satisfied with the complaints procedure (Target 86%)

1.96%

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

101.57%*

% of rent collected (Target 100%).

* Figure is more than 100% as this includes rent arrears collected.

100% Stage 1 complaints responded to within six working days (Target 98%)

283 Number of Stage 1 complaints received

82% Satisfied with ASB case handling (Target 80%)

61% People satisfied with how their report was dealt with (Target 86%)