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somewhere to feel at home

THE CUSTOMER SERVICE ISSUE AUTUMN 2021

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WELCOME In this issue you can find out how we are working to improve our customer service.

NEED TO KNOW

NICE TO KNOW

Customers at the core

Home care team award

Page 5

Page 15

YOUR HOME

COMPETITION

A Samsung Galaxy Tablet, new cooker and a 43' Smart TV plus many prizes to be won on page 20

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Fire safety

Swan rewards

Page 24

Page 28

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Introduction to Swan’s services A note from Pete Morley-Watts, Executive Director of Customer Experience.

A year into my role as Executive Director of Customer Experience, and Covid-19, has brought many challenges to us all. The full impact of social isolation on mental health is still to be fully understood, but many people have struggled as a result of not being able to see family and friends. At Swan, we’ve had to deliver some services differently throughout the pandemic but we’ve remained committed to our customers.

In this edition of HOME we’re focusing on customer service and what we’ve been doing to improve, driven by what you’ve told us through your involvement in surveys, feedback from complaints and interactions with customer groups. We’re also sharing our new approach to getting involved and having your say - whether you’ve time to spare to take part in focus groups and more formal meetings or can only spare a few minutes to take part in a quick poll or survey. We want to hear from as many of our customers as possible, so we’ve developed lots of ways for you to have your say to help us shape our services and make them even better.

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We know that things are tough right now with increases in fuel and energy bills so we’ve included lots of information about the help available, whether that’s applying for a discount in your energy bills through the Warm Home Discount Scheme or finding out about our holiday hunger clubs. Our welfare and benefits teams are also always on hand to help.

There’s also lots of heart warming stories to remind us why we exist and I’m really proud of all the work we do in our communities, including supporting our young people in Foyers to reach their full potential. We’re also here to support any customers who want to gain new skills and qualifications, so if you’d like some support read on.

I hope you enjoy reading this issue of HOME and if there are any news stories you’d like us to cover, please get in touch by emailing involvement@swan.org.uk

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MySwan portal A big service improvement that we have made was to launch a new customer portal last autumn. Known as ‘MySwan’, the portal allows you to check your rent balance and pay your rent at a time that suits you.

Thank you to those residents who took part in a recent survey about the portal. Your useful feedback will help us make sure that it is really is as easy as 1,2,3 for everyone to use.

You told us that some of the links from the portal to other internet pages were broken, some information was missing and some information was not easy to find. We have now fixed these issues.

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.

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”.

Did you know? Since November 2020 Swan customers have made more than 2,500 transactions using MySwan.

Sign up to MySwan today at www.swan.org.uk Or contact our Customer Services team on 0300 303 2500 who will be happy to help you get set up on the portal.

SIGN UP NOW

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NEED TO KNOW

Customers at the core Our Corporate Strategy has been refreshed to put our customers at the heart of how we deliver our services. We’re focusing on how we can listen to you more - so that your views shape how we do things.

Here are lots of new, easy ways that you can get involved!

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Tell us how you feel The options here are quick, less formal ways to share your views.

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Satisfaction surveys

Touchpoint Surveys

Take part in more detailed questionnaires to help us make sure we’re putting our customers’ needs first.

Answer two or three short questions via text message, our website or social media channels.

Spotlight, proactive customer involvement Listening to our customer voice and then focusing in on issues before they become a problem or a complaint.

Give us your views and help us get it right.

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

Virtual Customer Associations

Estate champions and inspectors

Join one of our Customer Associations and attend meetings online, from the comfort of your home.

Feedback about our estates, with digital options available.

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Task and Finish Groups

Focus Groups

Complaints subgroup

Join one of the groups (mentioned above) to focus on specific areas of work that you are most interested in.

Take part in occasional focus groups to help us shape our services.

Sign up to review our complaints process.

Customer Communications leads

Help us get it right There are also more formal ways that you can get involved.

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 Help us get it right panel Join our new formal Customer Involvement panel that will feed into our Service Improvement Group and Customer Committee - we will set up special groups to put what you tell us into action.

Help us communicate better with our customers by getting the tone, language and format right.

Want to find out more or sign up?

Contact Customer Involvement Team on involvement@swan.org.uk or call 01277 844242.

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Building better customer trust Developing and maintaining the trust of our customers is really important to Swan. That’s why ‘Build Customer Trust’ is AIM:1 of our Corporate Strategy.

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In November last year, the Institute of Customer Service (ICS), the leading body for customer service across the UK, carried out a large customer survey for Swan. Our results did not reflect the high levels of customer satisfaction we want to deliver. Based on the survey results, we’re working on three main ways we can do things better:

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Better understand our customers By understanding you and what you want from us, we then can adapt and improve our services to better meet your needs.

Review and improve our customer service standards This will make sure we are delivering excellent and consistent customer service to you.

Enhance the ways you can contact us We will give give you greater choice in how you interact with us, focusing on improving ways you can get in touch online.

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Question of the month One of the ways we have been working to improve our services is by asking customers who get in touch by phone a ‘Question of the month’. The questions we have asked so far have included topics such as how we can improve our communication and what we could do to make our estates better.

This feedback is then collated and passed to the relevant team to make improvements.

We will soon be publishing the actions we have taken on our website, so keep an eye on www.swan.org.uk If you want to get involved, contact the customer involvement team on involvement@swan.org.uk or 01277 844242.

£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 'help us get it right panel'. 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.

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NEED TO KNOW

You’re not alone We want everyone to feel safe in their home and community. During the Covid-19 pandemic, reported cases of domestic violence and abuse increased.

Anyone can experience domestic violence and abuse regardless of gender, age, sexual orientation, ethnic or religious group, disability, wealth or lifestyle. It may include physical violence, emotional or psychological abuse, sexual abuse, financial or economic abuse, harassment, honour-based violence, forced marriage or female genital mutilation.

If you are hurting your partner, ex or family member, you can get help to stop from the Respect Phoneline on 0808 802 4040.

If you are experiencing domestic abuse, help is available. You can call a helpline: •

National Domestic Abuse Helpline (for women) 0800 2000 247

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Essex Domestic Abuse Helpline (for anyone in Essex) 0330 333 7444

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Solace Women’s Aid (for women in London) 0808 802 5565

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Men’s Advice Line 0808 801 0327

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Mankind Initiative Helpline 01823 334244

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LGBT+ Advice Line – GALOP 0800 999 5428

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Action on Elder Abuse 0808 808 8147

across the UK. If you’re experiencing domestic abuse, you can use Safe Spaces to call Swan, a helpline, a support service or a loved one. Find out more at: http://uksaysnomore.org/safespaces You can download the Bright Sky app (if it is safe for you to do so and you are sure that your phone isn’t being monitored).

You can contact your Neighbourhood Team or Supported Housing Team by emailing info@swan.org.uk or by calling 0300 303 2500 (even if you are living in a Swan property but are not the tenant).

More information and advice is also available on our website: www.swan.org.uk/domesticabuse

Many UK Pharmacies now provide Safe Spaces where you can make a phone call in private. Safe Spaces are available in Boots, Superdrug, Morrisons, Well pharmacies & many independent pharmacies

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Our Neighbourhood and Supported Housing teams are here to help our customers who are experiencing domestic abuse.

Kayla’s story: Kayla’s* ex-partner was controlling and physically, mentally and emotionally abusive to her during their relationship and her two young daughters witnessed some of this behaviour. After they separated and a Non-Molestation Order (which prohibited him from contacting her) expired, he started to wait outside her child’s school for her, send associates to look out for her and wait near her home. He also contacted her by setting up a fake profile on a dating app.

Working with Kayla, we helped her to get legal advice and obtain another Non-Molestation Order but when the order expired, her ex began to stalk and harass her again. It became clear that she would never be able to feel safe in her home and local area. With our support, Kayla has recently been offered a transfer to a property in another area.

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Natasha’s story: Natasha’s* partner was abusing her, their children and the family dog. After years of abuse and trying to leave, Natasha was physically assaulted by her partner in their home. She ran into the street and the police were called. The police arrested her partner and imposed bail conditions to prevent him from returning to the home or contacting Natasha or their children.

Working with Natasha, we improved the security of her home and helped her to make a benefits claim, get legal advice, obtain a Non-Molestation Order (a court order to prohibit her partner from contacting her) and apply for a Property Adjustment Order to get the tenancy transferred from her partner to her.

We also helped her to get other support for herself and her children.

Natasha said: “A Swan officer called me every week, listened patiently and responded to all my requests for help. Thank you for your prompt support”.

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NICE TO KNOW

Construction training at Blackwall Reach Swan has been partnering with New City College (NCC) since May to deliver an accredited entry level 3 multi-trades construction programme for 14 residents from Blackwall Reach, East London.

Aimed at helping our customers to secure jobs in the construction industry, as well as honouring our commitment to employ local people, the course focuses on electrical, plumbing and carpentry, in addition to providing support on functional and employability skills.

The participants are currently taking a theory course at the NCC Tower Hamlets Campus and will then complete a two-week work placement through Swan’s in-house developer, NU living.

After the course, Swan will continue to support course participants to take further courses or find a job.

Speaking about the course, Abdullah Hossain, Employment and Training Manager for Swan, said: “It has been great to be able to support our customers to gain employment skills and I am really pleased that four of participants are women, helping to address the gender imbalance in construction and inspire more women to pursue a career within the industry.”

AQA Learning Programme At Swan we work to improve lives, every day.

One of the ways we have been doing this is by becoming an AQA accredited learning centre.

We’ve been delivering the AQA Unit Award Scheme (UAS) as a pilot scheme at our Foyers which provide a safe, caring place for young people aged 16-25 who receive support live, learn and make a positive transition into independent adulthood.

So far, 12 young residents at our Foyers have completed the learning units on different topics.

The UAS is a unique recording of achievement scheme, rather than a qualification. It offers learners the opportunity to have their achievements formally recognised with a certificate each time a short unit of learning is successfully completed.

Following this successful pilot, we will be rolling out the AQA programme to support more Swan customers to reach their potential.

We have developed a range of learning units focused on life skills, such as financial management, maintaining tenancy, health and wellbeing and employability skills.

If you want to get involved, contact Abdullah Hossain on 01277 844242 or ahossain@swan.org.uk

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Holiday hunger help Swan has partnered with Prosports Solutions and Multi Sports for Schools to deliver a 'Holiday Hunger' programme to support people living in Basildon, Essex and on the Exmouth Estate, London, who may find it difficult to feed their children during the school holidays.

In the UK, three million children are at risk of going hungry during the school holidays. The loss of free school meals given out during term time, in addition to the extra childcare costs around the holidays, can make it a struggle for some families to feed their children.

Prosports Solutions ran our Whitsun half term programme during the first week of June. A total of 16 local children attended ‘Camp Epic’ for four days with sporting activities being delivered from Mopsies Park, a local green space, as part of the scheme.

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Our summer 2021 programme was delivered by Multi Sports for Schools, an established extracurricular provider in schools throughout Essex. The programme took place four hours per day, five days per week over a five-week period, with fun physical activities being held at Northlands Park as part of the project.

Across both programmes, children then returned to The Beech Community Hub where they refuel following the sporting activity with a tasty, nutritious meal.

To find out more, contact: involvement@ swan.org.uk or call: 01277 844242

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Case study Our Foyers provide a safe, caring place for young people aged 16-25 years of age who receive support to discover their talents, maintain successful lives and make the transition to an independent adulthood.

Sophie* moved into Swan House Foyer in 2017 as a quiet, shy and sad young girl, dealing with a long and controversial pending court case against her abuser.

In January 2021 this court case finally came to an end - with her abuser now facing a 30-year sentence.

She found her voice and courage to bravely stand trial. Sophie is now able to find happiness and move forward with her life. She is a brave, courageous, fantastic and talented young lady who we have seen flourish. She now knows there is light at the end of the tunnel. With her sights set on her new-found life, we are so proud of the person she has become.

This is Sophie’s experience of living at Swan House Foyer, written in her own words:

"

Swan House Foyer has been amazing they

have helped me blossom into this flower, I have been given a second chance to bloom…

I was very shy and quiet, but now I can finally say I have found my voice! The advice and support from staff have helped me stand up and read my impact statement in court. It was something so personal and so sensitive, I had to read in front of complete strangers…

I found the courage to do this because Swan made me feel that I was and am the most important person in my life and that the courage I have is

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amazing, (because I never saw it before) …. Yeah, they can nag a little and the rent is pricey (haha) but you do get the most understanding and gentle people. They have made me see I am worth it…

Along with the encouragement and sometimes serious talking... Swan, you have most hilarious laughs and have given me the best memories. Take something so traumatic and you can mould it into anything you wish - because your story isn’t over yet… my story isn’t over yet. I have found my voice and my confidence is slowly coming back... It’s amazing how something so massive can take its toll on you and completely throw you off the narrow path you were once walking on… but only walking that narrow path because you were being told to keep quiet, keep it a secret.

I would like to mention staff both past and present in helping me get to where I am today... Denise my Young People Coach is so inspiring; she has helped me to realise I am amazing. She is just as amazing.

She has a wicked sense of humour and never fails to make me laugh, even at times when I didn’t feel I could. She really brought out a Sophie* that I didn’t know existed.

I wanted to take this time to thank ALL the staff who have come and gone from Swan House Foyer and seeing the journey that I have been on because without you, I would not of achieved my greatest triumph…. Becoming me.

"

Sophie is now living independently. You can read her full story at www.swan.org.uk/news/2021/frontlinestory-from-our-foyer-meet-sophie/

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Foyer success story Congratulations to Heather Court Foyer resident Jess* who is heading to university to study psychology.

Jess’s difficult experiences growing up were instrumental in her choice of degree; her mum was an alcoholic, her dad was not around and she had to care for her younger brother, meaning she was unable to enjoy a “normal childhood”. Growing up, Jess also suffered with her mental health; she used to get anxious, cry a lot, and would take it out on herself.

Jess says she likes asking questions and finding answers to why things may have happened the way they did when she was growing up; she wants to know why she and her mum were the way they were. Studying psychology is a way of taking control and responsibility of her life and the things that have shaped her. Ultimately, she wants to help people to heal and to heal herself.

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Going to university has been a few years in the making for Jess. Two years ago, she felt conflicted and at the last minute decided not to go. She took two years out to recover from her home life, take a break and get into the right mindset to go to university.

Now, Jess feels ready; she has a great mentality and doesn’t let anyone, or anything, stop her. Jess says that she has learned that it’s okay to fail; she always gets back up. She is determined to make it and prove people wrong.

Although nervous, Jess is “really excited” about her new chapter. Above all, she is excited about the prospect of learning, as there are so many things she wants to learn.

Everyone at Heather Court would like to wish Jess the very best at university, we are so proud of what she has achieved! *name changed to protect identity

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NICE TO KNOW

Home Care Team Award Swan’s Rapid Response Team, which enables people who are in need of care and support to remain independent for as long as possible while living in their own home, took home the trophy for The Home Care Team Award at The Great British Care Awards, South East Regional Finals 2020.

Among hundreds of other worthy UK-wide entries, Swan impressed the judges with their ‘personalised approach, customer satisfaction, clear and positive outcomes’ in the ‘Home Care Team’ category which recognises the team that best demonstrates a shared vision and agreed goals.

Group activities are back!

Our Activity programmes are now up and running again in our Supported Housing properties – bringing fun and enjoyment to many of our customers who missed seeing people during Covid-19 lockdowns.

Being able to open up our communal areas has been a particularly welcome relief to our residents living at Dobson’s House, our extra care scheme in Raleigh, Essex, During July, customers enjoyed 28 activities, from quizzes, singing and dancing, chess competitions, and plenty of ‘get togethers’ for a cuppa and a chat.

Residents have also been able to meet in the garden where they recently held an Afternoon Tea event to celebrate NHS, social care and frontline workers.

Customers at our sheltered housing schemes at Boyes Croft and Oakroyd House in Great Dunnmow, Essex have also been holding weekly ‘Fish ‘n’ Chip’ lunches and movie afternoons.

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Key worker living We have three Key Worker Living accommodation schemes that have been specially developed in partnership with the NHS to provide high-quality, affordable rented housing to NHS key workers and those working in the emergency services and public sector.

We are currently offering a redecoration programme for customers who have been residing in this accommodation for over five years, as well as refreshing many properties with new floors and paint.

To give NHS staff living in our accommodation the flexibility to choose their times for moving into their home between shifts and at weekends, we have recently set up a contactless key collection option.

Learning Disability Week 2021 Customers living in our supported accommodation for people with a learning disability took part in a colouring competition to mark Learning Disability Week, which took place from 14-20 June.

This annual campaign is led by Mencap and invited people with learning disabilities across the UK to get creative as they recognised that: 'getting involved in creativity and self-expression can help improve mental health and lead to greater community inclusion.’

Residents were invited to submit a completed colouring in sheet to be in with a chance of winning a £30 voucher.

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NICE TO KNOW

Virtually there



There was a recent fatal knife attack in Laindon, for which four teenagers have been arrested.

2010

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46

44

40

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England and Wales, exluding Greater Manchester

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There have been more deaths this year (2021) so far from knife crime in London than in the whole of 2020.

Knife crime at highest recorded level in past 10 years

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In 2019/20, there were 46,265 knife crime offences recorded by police in England and Wales; more than a third of these were in London.

Pupils also learned about Leon, the film’s director and workshop facilitator’s, own

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The facts about knife crime:

The workshops enabled students to think through the impact of knife crime and gave them the opportunity to ask questions.

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On Friday 25 June, in partnership with James

Hornsby High School, Virtually There was shown to 38 students and four teachers, helping to increase awareness, reduce knife crime and save lives.

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In May 2021, we commissioned the delivery of a series of anti-knife crime workshops called ‘Virtually There’ that use virtual reality (VR) to show a 24-minute-long immersive film of the experiences of both the victim of a knife crime attack and the perpetrators’ experiences following an incident.

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Swan’s Customer Involvement and Community Development Team has been working on a range of antiknife crime projects in Essex and East London, through the ‘Challenging Life by Knife’ programme. This project aims to reduce the number of knife crime incidents and to educate young people about the dangers and impact of carrying and using a knife.

2020

Information from commonslibrary.parliament.uk

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personal experience and the inspiration behind the film. Leon’s younger brother was stabbed seven times.

Fortunately, he survived the attack, yet it still had a devastating impact on his family.

This hard-hitting experience generated lots of positive feedback from students and teachers alike, with one of the teachers saying this film was, “completely beyond her expectation”.

The sessions also explain the law around knife crime, explore the physical harm that a knife can cause, and explain what to do if you find someone who has been stabbed.

Swan will be delivering this project in other schools across Essex and East London over the coming months.

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Backyard Nature Swan is part of a consortium of housing associations who are working collaboratively with Backyard Nature to help young children and families explore and grow their passion for nature.

The Backyard Nature programme is taking place on the Beechwood and Churchview estates in Basildon and will give participants the tools to keep looking after local green spaces after the programme is finished.

If you would like more information on the Backyard Nature call 01277 844242 or email involvement@swan.org.uk

Taxonomy of joy Swan has commissioned make:good and Bow Arts to work with the communities in the Blackwall Reach regeneration area in East London to create a series of meaningful and collaborative pieces of artwork. When complete the artwork will be permanently displayed in the Millennium Green public park at the centre of the scheme.

The Taxonomy of Joy project invites local people to share joyful memories and moments through a series of interactive pop-up events. This collection of joy – from multi-generational family memories of the area to everyday moments that make us smile – will be used to inspire the creation of a series of public art pieces.

The project will be installed in 2022.

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YOUR HOME

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Need help to keep your home warm?

Did you know that you may be entitled to help with keeping your home warm?

Depending on your circumstances, you may be entitled to a payment of £140 towards your energy bill through the Warm Home Discount Scheme.

Your energy supplier will decide whether you are eligible on a case-by-case basis. You simply need to contact them to find out if they take part in the scheme and how to apply. The scheme opens on 18 October 2021, although some energy suppliers may open their scheme earlier.

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If you were born on or before 26 September 1965 you could also be entitled to between £100 and £300 to help with your heating bills through a Winter Fuel Payment. This will automatically be paid if you are receiving a State Pension or some other benefits in November or December. If you are not in receipt of these benefits you will need to make a claim.

Our Welfare Benefits Team can help you with this. Call 0300 303 2500 or email benefits@swan.org.uk

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YOUR HOME

My mum's house Getting to know you, gaining your trust and working with you to ensure the efficient improvement to your home are three important priorities for all our Axis operatives.

Many Axis people who work in your homes have done so since the start of the contract - that’s over 14 years ago. We therefore like to think of ourselves as your old friends.

And we like to think that because of this you can trust us to do a good job – and that we will treat you with respect and honesty, as old friends should!

But we don’t take that for granted. So, we thought you would like to know a little bit more about Axis’ values of respect and honesty – and get to know us a little better too!

My Mum’s House The first is a policy of respect which we call ‘My Mum’s House’.

John Hayes, Axis CEO Founder, Chairman and Chief Exec explains: “Your mum’s house is her sanctuary. It’s her house and it is her home. So, I asked myself: ‘What sort of people do I want working in my mum’s house?’

It is very simple: I want them to be respectful, not have the radio blaring, no bad language or smoking, to clean up after them and explain what they are doing. It is about showing respect.

These are the sort of people I want working for Axis. And that’s because much of our work takes place in people’s homes.”

What My Mum’s House means for you: My Mum’s House ensures that our Axis people are: •

Clean and tidy – treating your home and your property with respect and cleaning up after the work

•

Easily identifiable wearing Axis workwear and Axis ID

•

They will not play loud music, smoke or use bad language. And they will keep you fully informed and up to date as to the progress of your works.

Our core values of honesty, respect, harmony diversity and commitment to our community underpin our daily lives at Axis especially when working with our residents. We have a strict Code of Conduct in addition.

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Interview with Dawn Dawn has worked in Swan and Axis’ Basildon office since the start of our partnership.

Having worked as a Resident Liaison Officer and now as Customer Service Manager (managing the Call Centre too), Dawn is well-placed to talk about how we get to know Swan residents and how we build a relationship with you.

Dawn says: ‘I try and put myself in the resident’s shoes. It is easy to forget, especially now we are working at home more, what it is like for the resident who may be experience a leak or a fault for example. We obviously won’t leave them in this state and work hard to resolve issues quickly and promptly.

My motto is: ‘Deliver your service promptly – and never take anything personally. And definitely focus on seeing the situation from the resident’s point of view.’

Our relationship with Swan has always been very open. That has created a culture of honesty and openness. So, similarly, I am always up front with residents. I keep them up to date and if anything goes wrong, I always tell them ‘I cannot change what happened, but I will work hard to make it right for you."

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YOUR HOME

Tenancy changes Do you have a weekly tenancy but get paid monthly? Are you paying your rent every month, but your tenancy is showing as being charged weekly?

If your answer is yes, we may be able to help.

In the past, all our tenancy agreements were set out as weekly, which meant that your rent was charged each week. However, following feedback from residents we changed this some time ago and we now offer all new residents monthly tenancies (so that your rent is charged on the first of every month).

This only applies if you have a new tenancy with us, or you agree to change the tenancy to a monthly one.

We can’t make these changes every month, but we will be making these changes for existing residents from December 2021.

If you would like to make this change, please contact your income officer on 0300 303 2500 or email incometeam@swan.org.uk Don’t worry, nothing else changes on your tenancy.

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Fire safety Swan takes the matter of fire very seriously. We have a Primary Authority Partnership with London Fire Brigade (LFB) ensuring that we have a consistent approach to our Fire Safety advice across all of our estates in Essex and East London.

Our residents also have a role to play in keeping each other safe. Please take the time to read – and make sure that you follow – the below fire safety advice: General Fire Safety Advice •

Remember to check your smoke alarm at least once a month.

•

Familiarise yourself with your building and the fire exits. Make sure that you and everyone living in your home know the exits for your building should they be required in the event of an emergency.

•

Close all internal doors when you go to bed or leave your home.

•

Keep matches away from children.

•

Do not store flammable liquids such as petrol in your home, bin store or chutes.

•

Take care in the kitchen; never leave your cooking unattended and take extra care when cooking with hot oil.

•

Never leave candles unattended.

•

Make sure cigarettes are stubbed out and disposed of carefully.

•

Don’t overload electrical sockets.

•

If you require oxygen to assist a medical condition, please ensue you have informed Swan.

If you spot any damage that could impact fire safety, such as broken smoke alarms, heat detectors or door closers within your property or communal areas please call Axis on 0800 783 276.

For more information and for the latest advice on fire safety visit www.fireservice.co.uk

Fire safety reminder Please remember that it is forbidden to smoke in any communal areas. If you suspect that this is taking place in your block, please help us to keep everyone safe by reporting it to Estate Services on 0300 303 2500 or EstateServicesManagement@swan.org.uk

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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, the food in your freezer and all of your belongings should something go wrong.

Over the last six months, several Swan properties have experienced sewerage leaks and flooding. In all of these cases tenants’ belongings, including furniture and flooring, were damaged and had to be disposed of. Most home contents insurance policies will help you to replace these essential items when 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

Gas services changes We receive a high number of break down calls during the winter reporting no hot water and/or heating - and we know how unpleasant it can be without these services, especially when it is cold.

To help us to attend to these repairs more quickly, Axis will be moving gas services to the summer months. This may mean that your next gas service come around more quickly than usual. Please support us to bring this programme forward so that we are better able to support you through the winter months.

We are committed to keeping you safe – please note that safety checks will still be carried out every ten to 12 months.

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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.

61.5%*

83%*

Satisfied with overall service (target 75%)

Satisfied with quality of home (target 84%)

225

100%

93%

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 76%)

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

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26

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

100%

18.5

98.16%

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%)

84%

96.4%

75

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

Repair appointments made and kept (target 97%)

We have had 75 compliments during this period

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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 12 November 2021.

1. £100 Argos voucher How many rings are on the Olympic flag?

A. Three B. Five C. Seven

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

2. Electric Cooker

A

B

C

3. Samsung Galaxy Tablet

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

Full name Address

2. Electric Cooker Which is the closest planet to earth?

Phone number

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A. Mars B. Jupiter C. Saturn

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5. LG 43inch Smart 4K TV What type of cheese is Stilton?

A. Blue B. Chedder C. Gruyere

3. Samsung Galaxy Tablet How many colours in the rainbow?

A. Five B. Seven C. Eleven

4. £100 B&Q decorating voucher

6. £100 Argos voucher Who won The UEFA Euro 2020?

A. England B. Italy C. France

What is the Capital of Australia?

A. Sydney B. Canberra C. Poole

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COMPETITION

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Fishy finds Find all 10 differences 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 12 November 2021.

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.

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Despite the Covid-19 pandemic and our offices remaining closed to visitors, we are here to help you. Keep an eye out for regular updates on our website swan.org.uk and even with some staff working from the office and some 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

Tel: 0300 303 2500

Tel: 0300 303 2500

Tel: 0345 683 8812

swan.org.uk

nuliving.co.uk

heramanagementservices.co.uk

@swanhousing

@nulivinghomes

@heramanagement

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

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

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

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