Swan | Tenants' Handbook

TENANTS' HANDBOOK

WELCOME TO YOUR

NEW HOME

NOW THAT YOU HAVE SIGNED YOUR TENANCY AGREEMENT AND RECEIVED YOUR KEYS, WE HOPE THAT THIS HANDBOOK, YOUR TENANCY AGREEMENT AND THE OTHER INFORMATION THAT WE HAVE GIVEN YOU WILL HELP YOU SETTLE INTO YOUR NEW HOME. WE HOPE THAT YOU’LL BE VERY HAPPY!

However, we know that sometimes we don’t get things quite right – and we want to help sort any issues you may experience as soon as possible. If you have a complaint you can call us on 0300 303 2500 and we will be happy to help you. (Read more about our Complaint Procedure on pages 39 – 41.)

We are here to help so please don’t hesitate to get in touch

Visit our website at swan.org.uk where you can talk to us via Live Chat

Phone on: 0300 303 2500

Email: info@swan.org.uk

Write to us at: Pilgrim House, High Street, Billericay, CM12 9XY.

Keep this handy card with our contact details on for ease when getting in touch with us.

WELCOME TO YOUR NEW HOME

YOUR TENANCY

NEED TO KNOW: YOUR HOME

1.0 KEYS

You will be provided with two sets of keys when you move into your new home. We only keep master keys to communal doors to blocks of flats and do not keep duplicate keys to your home. If you lock yourself out of your home or lose or damage your keys, you will need to arrange a new set by contacting us. You will need to pay for their replacement.

1.1 PROPERTY CONDITIONS

Swan’s general needs homes are let unfurnished and as seen. Before you sign your agreement, you will have had an opportunity to view your home. We will have carried out a range of safety checks and any required repair work to make sure that it is safe and ready for you to settle into. Sometimes, to help you get moved in faster, some outstanding repair work will be completed after your move in. We will agree this with you at the time. This is unless you are moving through a mutual exchange, in which case you will have agreed with the outgoing tenant the condition that the property will be left in before you move in.

All our homes meet the Lettable Standard that sets out that your home must be safe, clean and free from the need for any immediate repairs. You can download our Lettable Standard at www.swan.org.uk

1.2 UTILITIES

It is your responsibility to let utility companies, such as electric, gas and water, know the date your tenancy started. We suggest that you take meter readings on the day that you move into your new home, so that you have them ready when a utility company asks you for them. This will help ensure that your first energy bills will be accurate (unless you have a pay per use meter).

If your home has a gas supply, you will need to contact Axis to get it uncapped (see page 18).

If you are having a gas cooker connected, it must be fitted by a registered Gas Safe engineer.

1.3 TELEVISION / SATELLITE

If you live in a house or bungalow, you are responsible for your own television aerial and, where required, a TV license. You do not need our permission to install an ordinary TV aerial. However, please ask us for permission before you put up a satellite dish.

If you live in a flat, you can access services via the communal satellite system (IRS) or via cable services, where installed. You are required to pay for your own satellite service.

It is your responsibility to ensure that you have a TV licence where required. Satellite dishes installed on blocks of flats will be removed by Swan.

1.4 DECORATION

You are responsible for the internal decoration of your new home. Although, if it has been assessed as being in a poor decorative condition, we may give you some financial assistance in the form of vouchers towards your decoration costs.

If you are an older customer (aged 65 years or over) or are disabled, we may be able to help you with internal decorating if you cannot do it yourself and do not have any family who can help you.

Please note that residents are not permitted to decorate communal areas of buildings.

Decorating your home allows you to put your personal stamp on it. There are options that don’t involve taking out high-risk credit or borrowing beyond your means. You can often find good deals by visiting Facebook Marketplace and www.reuse-network.org.uk. You could even give upcycling older items a try.

NEED TO KNOW: YOUR HOME

1.5 HOME CONTENTS INSURANCE

It is your responsibility to insure any personal belongings and internal furnishings by taking out contents insurance.

Contents insurance is designed to protect your belongings against unforeseen circumstances such as internal leaks, power cuts, accidents or burglaries. This means you don’t need to worry about replacing essential items in your home if something unexpected happens.

If sprinklers are fitted inside your home, it is important that you check with your contents insurer that their policy covers water damage as a result of sprinkler activation.

Swan partners with Thistle Tenant Risks and Ageas Insurance Limited that provides the My Home Contents Insurance Scheme for all tenants and residents living in social and affordable housing. You can find more details on the scheme and arrange cover in an easy and affordable way by calling them on 0345 450 7286 or visiting www.thistlemyhome.co.uk.

NEED TO KNOW: YOUR HOME

1.6 PETS

We recognise the benefits that living with a pet can bring and have adopted a pet-friendly policy.

You do not need our permission to keep pets that live in a small cage, or a small aquarium or vivarium. You do need our permission to keep some larger pets and you may be asked to sign a pet agreement before you can keep a dog or a cat.

Permission to keep pets that are required as an aid to customers with a visual, hearing or sensory difficulty, or any other disability will normally be permitted.

Please read our Pet Policy and the conditions of your tenancy before getting a pet. You can access our policy at www.swan.org.uk/customer-policies.

You can also chat to one of our Neighbourhood team by calling 0300 303 2500 or emailing info@swan.org.uk.

You will not be allowed to keep a cat or dog if you live in a block that is subject to a restriction on pets in the lease.

1.7 GARDENS

If you have a garden (including a balcony garden) it is important that you look after it.

Gardens, including hard standings, should be wellmaintained, tidy and free from rubbish. You are responsible for any trees, hedges, plants, fencing, gates and any outbuildings within your boundary.

You should not plant any fast-growing trees or allow hedges to grow over six feet tall or overhang your boundary. Trees should not be planted close to buildings or walls and you need to get our written permission before you remove any trees, boundary hedges or fencing, or erect a shed or greenhouse.

For customers who are older or disabled, we may be able to offer some assistance with gardening. Contact our Neighbourhood team by calling 0300 303 2500 or emailing EssexNeighbourhood@swan.org.uk.

• Balconies should be kept clear and tidy and you should not allow items, such as clothes or planters, to overhang the railings.

• Please do not encourage pigeons to visit your balcony by feeding them.

NEED TO KNOW: YOUR HOME

1.8 PARKING

Unless you have a private driveway, there is no guarantee that you will be able to park in the space closest to your home. Your tenancy does not include allocated parking and it is not unusual for there not to be enough parking to go around.

Many developments, especially those in London, are car-free. If your home is in a car-free area, it means that there is no parking available. Some areas operate a parking permit scheme where you can apply for a permit to park on the road. If your home is part of a permit parking scheme, you are responsible for ensuring that you have the correct permit displayed at all times.

You must not park in any designated emergency vehicle access route

1.9 BINS

With the exception of communal bins for blocks of flats, we do not provide rubbish bins. If your home does not have bins, please contact your local authority via www. gov.uk/find-local-council. The local authority is also responsible for removing household rubbish – see your local authority (council) website for collection days for your home.

NEED TO KNOW: YOUR HOME

1.10 COMMUNAL AREAS

Please follow our guidelines below to keep communal spaces safe and enjoyable for everyone.

• Make sure that you keep all communal areas clear and do not obstruct doors or exits as these are fire escape routes in an emergency.

• Items such as prams, bikes and other possessions are not allowed to be kept in communal areas as they can prevent you from escaping in an emergency and stop the emergency services from getting to you. If items pose a safety risk, they may be removed by Swan staff.

• You are not permitted to have door mats outside your front door in the communal area.

• Don’t leave refuse in the corridors as this is also a fire risk. Rubbish should be disposed of in the designated bin areas.

• Communal doors must be kept closed at all times as these are fire doors.

• You are not allowed to smoke in communal areas or outside main external doors.

• Please dispose of your household waste in the correct place – do not block rubbish chutes with oversized waste such as pizza boxes, or leave rubbish outside bin sheds where foxes can scavenge. Do not store rubbish or items for recycling in communal areas.

• Do not throw anything from any landing, balcony or window.

• You are not allowed to use the communal electricity for any personal electric appliances; this includes running extension leads from communal sockets and plugging in electronic air fresheners.

Please note: We carry out regular inspections of all communal areas and will take action against anyone who is not adhering to the extra conditions for those shared areas that are set out in their tenancy agreement.

Fire crews receive an average of 17 calls a day about broken lifts. The majority of these are a result of vandalism or misuse. Please note that any costs incurred by Swan as a result of a lift breaking down due to vandalism or misuse are a breach of your tenancy agreement and could result in action being taken against you.

NEED TO KNOW: YOUR TENANCY

2.0 YOUR TENANCY

Before you moved into your home, you will have signed a tenancy agreement. Your tenancy agreement is a legal contract between you, ‘the tenant’, and Swan, ‘the landlord’. It sets out the conditions that you need to keep while living in your home. Your tenancy agreement is a legal document and you should keep it in a safe place.

Tenancy types

There are different types of tenancies. The below information may help you to understand your tenancy.

Fixed-term tenancy

In line with our Tenancy Policy, fixed-term tenancies are issued to all tenants who are new to social housing and moving into a three bed or larger home. Initially, you will be asked to sign a one-year fixed-term starter tenancy. As long as you follow the conditions and your circumstances remain the same, you will be invited to sign a five-year fixed-term tenancy at the end of the first year. You will continue to be offered a new fixedterm tenancy every five years as long as your circumstances remain the same and you have followed the conditions set out in the tenancy.

NEED TO KNOW: YOUR TENANCY

Assured tenancy

If you have an assured tenancy, you have the right to stay in your home for an unlimited period of time without signing a new tenancy. Assured tenancies are issued to people who have held a social tenancy since April 2012 or meet the fixed-term tenancy exclusion criteria set out in Swan’s Tenancy Policy. You can download a copy of this policy here: www.swan.org.uk/Corporate-Publications

Starter tenancy

Starter tenancies are a one-year assured shorthold tenancy that automatically convert to an assured tenancy if all the conditions are kept. We can extend a starter tenancy for up to six months, but we will advise you on this before the first 12 months are up.

Assured shorthold tenancy

Assured shorthold tenancies are issued to those in temporary or specialist accommodation. They are not as secure as assured or fixed-term tenancies.

If you have a starter tenancy, you do not have the same rights as tenants who have a secure, assured or fixed-term tenancy such as the right to exchange, transfer or buy. You can find out more about Right to Buy at www.gov.uk.

NEED TO KNOW: YOUR TENANCY

2.1 KEEPING YOUR TENANCY

It is important that you keep to all the conditions of your tenancy otherwise you may lose your home. We want to support you to stay in your home. We would normally only take steps to end your tenancy if:

• You stop living in the property as your main home

• You owe us rent

• You have been violent to someone living with you

• You have been running a business from your home without our permission

• You have not let us into your home to carry out a safety critical check

• Someone living at the property or visiting you has damaged or neglected the property

• Someone living at the property or visiting you has harassed or caused a nuisance to your neighbours

• Someone living at the property or visiting you has been convicted of using your home for an illegal purpose, such as drug dealing

When two or more people sign a tenancy agreement, they are called joint tenants. All tenants are responsible for keeping to the conditions of the tenancy. If one of you breaks a condition of the agreement, we can hold you both responsible.

2.2 CHANGING YOUR TENANCY

If you are a sole tenant of an assured tenancy, you can apply to add someone to your tenancy and we will consider your application.

If you have a five-year fixed-term tenancy or an assured tenancy, you may have the right to assign your tenancy to someone who is living with you if they would qualify to succeed the tenancy if you died.

2.3 PASSING ON YOUR TENANCY

When a tenant dies, there are some circumstances when their tenancy can be passed on to someone else living in their home. This is known as succeeding the tenancy and the new tenant is known as a ‘successor’. This cannot happen if the tenant who died had already succeeded the tenancy.

You have the legal right to take over the tenancy if you were living with the tenant when they died as their husband, wife or civil partner.

We may also let you take over the tenancy if you are another member of the tenant’s family and you have lived with them for at least one year before their death.

If you succeed the tenancy in this way and your home is larger than is needed for your household, you will be required to move somewhere smaller.

NEED TO KNOW: YOUR TENANCY

2.4 ENDING YOUR TENANCY

If you have a fixed-term weekly tenancy you can end your tenancy by giving four-weeks’ notice. If you have a monthly tenancy you will have to give one month’s notice.

If you do not give us this notice, you will have to pay the rent and other charges until we take back the property. This can take a while as we may have to go through legal proceedings to end the tenancy.

When you give notice to end your tenancy, we will give you written confirmation of the date that your tenancy is due to end.

When you give notice, we will inspect your home and identify any work you have to do before you leave. You must leave the property and garden in a clean and tidy condition. We will charge you for any repairs, cleaning or clearing that you did not do before you moved out.

At the end of the notice period, you must return your keys to us no later than midday on the day your tenancy ends. If you do not, you may have to pay further rent.

2.5 RENT AND SERVICE CHARGES

We don’t make any profit from the rent or service charges that you pay. This money is used to pay for the services you receive, such as repairs and maintenance and the management of your tenancy. It is also reinvested into your local community.

Your tenancy agreement will state how much rent you pay. It is important to make sure your rent is paid on time.

The amount of rent you are charged will change each year. If your rent is charged weekly, it will usually be in October and we will give you four weeks’ written notice of any change in the amount of rent and/or service charges you must pay. If your rent is charged monthly, it will change on 1 November and annually after this, and we will give you one month’s notice of this change.

You will be charged either a ‘social’ or an ‘affordable’ rent. If you are charged a social rent this is based on a formula set by the government. It is based on the average wage for where your home is, how many bedrooms it has and how much it is worth. If it is an affordable rent, it is based on a percentage of the local private rented market value for a similar property.

You may have to pay a service charge on top of your rent. A service charge is a payment you make to cover the areas and services you share with your neighbours. For example, if you live in a block of flats and share a hall and stairway with other people, the cost of maintaining and lighting this area is covered by your service charge. We can only charge you what the service has cost us to provide.

You may also be charged a heating and/or hot water charge if you are living in a property with communal heating or a Combined Heat and Power system (CHP). The charge will be based on how much gas or electricity you use and you will be required to sign a heat agreement at the start of your tenancy.

NEED TO KNOW: YOUR TENANCY

2.6 YOUR RENT STATEMENT

We will provide you with a regular statement of your rent account. Your statement will show any rent and service charge debits and any payments we have received will show as credits.

When you receive your statement, it is important you check it properly and contact our Income team if you have any queries regarding the debits, credits or balance showing.

2.7 PAYING YOUR RENT

Your rent is one of the most important financial commitments you have. It is important that you make rent payments a priority. You can pay your rent in a number of different ways. You can decide which way is the best for you.

Paying your rent is as easy as 1, 2, 3. We know that it doesn’t suit everyone to get in touch during office hours. You can check your account balance and pay your rent at a time that suits you using the MySwan portal. You can check your rent balance, ask to keep a pet and more here. 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. Sign up now at swan.org.uk

NEED TO KNOW: YOUR TENANCY

Other ways to pay



Direct Debit: This is the most convenient way to pay rent on a regular basis. Payments can be set up to be made weekly, fortnightly or monthly and on any working day.

PayPoint: Using your allpay rent card, cash payments can be made at any shop or outlet displaying the PayPoint logo.

Online: You can pay online by going to  www.allpayments.net.

Automated Payment Line: You can make a payment using our 24/7 automated payment line by calling 0330 041 6497. 

Phone: You can make payment over the phone using a credit or debit card by calling 0300 303 2500.

Text: You can use your mobile phone to pay after registering with allpay at www.allpayments.net/TextPay.



Post Office Rent can be paid by cash or cheque at any Post Office using an allpay rent card.

Please note, if you are an NHS key worker, not all of the above payment methods may be available, so please check before paying.

2.8 RENT ARREARS

You may be at risk of losing your home if you do fall into arrears.

If you fall into any rent arrears, please get in touch with one of our Income team as soon as possible by calling 0300 303 2500 or emailing info@swan.org.uk. We’re here to help and we have a number of options that can support you if you’re having any financial difficulties.

If you are having financial difficulties, we have more information on the support available to you on page 33.

NEED TO KNOW: YOUR TENANCY

2.9 REPAIRS AND MAINTENANCE

Swan is committed to ensuring our homes are well repaired and maintained. Our repairs partner Axis looks after the maintenance and any repairs that your home may need. You can contact Axis 24 hours a day.

Phone

0800 783 2768 or 0203 597 2067

Email swanresidents@axiseurope.com

Text 07786 205 096

(Please include your name, address and brief details of the repair.)

When you first move in you should familiarise yourself with the location of your stop cock, electrical fuse board and smoke fire detector.

If you have moved into a newly-built home, for the first year any repairs due to faulty materials or the standard of work are the responsibility of the developer. This period is known as the defects liability period and some minor repairs may not be carried out until after this period has ended.

We have some helpful ‘How to’ videos at: www.swan.org.uk/repair-videos

NEED TO KNOW: YOUR TENANCY

WHAT YOU CAN EXPECT FROM US

• Carry out repairs that are our responsibility within agreed timescales.

• Keep the structure and exterior (including the roof, walls, doors, windows, paths) of the building in good repair.

• Ensure that supplies for gas, water, electricity and plumbing are in good working order.

• Maintain your kitchen and bathroom and shared areas like entrances and stairways.

• Provide you with appointments for completing repairs to your home.

• Communicate with you throughout the repair so you are kept informed.

• Swan’s Repairs Standard includes more information about who is responsible for different repairs. You can download a copy at www.swan.org.uk/customer-policies.

WHAT WE NEED FROM YOU

• Carry out internal decorating and make sure the property is secure at all times.

• Minor repair jobs, such as clearing blocked sinks and toilets and replacing your toilet seat, yourself.

(Although for older and disabled tenants we may, in some circumstances carry out some repairs and decorating that would normally be the tenant’s responsibility)

• Report all defects and problems which are our responsibility straight away.

• Allow access for works and safety inspections to be completed, keep appointment times and be in for appointments that have been arranged.

• Take preventative action to minimise condensation and mould within your home.

• Keep pests such as rats, mice, cockroaches, ants and fleas under control.

NEED TO KNOW: YOUR TENANCY

2.10 HOME IMPROVEMENT

You are welcome to make improvements to your home.

Before you make certain changes, you must get our permission in writing. Improvements that you need our permission for include:

• Installing a new kitchen or bathroom

• Putting up a satellite dish or CCTV camera

• Decorating the outside of your home (we aim to do this every seven years)

• Adding to or replacing any of the fixtures or fittings inside your home

• Erecting an extension, porch or conservatory

• Any building work, including the relocation or removal of walls and internal doors and electrical work or gas work

• Any work that creates a hole between your home and the communal parts of the building

• Constructing a hard standing or driveway

• We will need to see your permission from the council and we will expect you to get the work carried out to a good standard

You must also get any other approvals you need for the work, such as listed buildings or planning permission.

If you live in a block of flats over 18m in height (or seven storeys), in addition to attaining relevant planning and building control consents, you must also get the consent of your appointed Building Safety Manager. They will monitor and inspect the works to ensure they are completed to the required standard.

Any work that involves gas must be carried out by a contractor registered on the Gas Safe Register.

For electrical work, the contractor must be NICEIC approved and we may ask you for a copy of their certification.

The improvements you make may increase the value of your home and you may be entitled to compensation for the work when you move out. This will depend on:

• Whether the improvement qualifies for compensation

• How much you paid for the work to be done

• How long the improvement is likely to last

• Whether you got our permission before you made the improvement.

NEED TO KNOW: YOUR TENANCY

2.11 AIDS AND ADAPTATIONS

To ensure our customers are safe and comfortable in their homes, we offer an adaptation service to meet residents’ age and disability-related needs.

Minor adaptations that we can carry out include:

• Installing grab rails

• Installing extra stair rails

• Installing lever taps

• Providing level access entrances

• Installing flashing or vibrating smoke alarms

Major adaptations that we can carry out include:

• Installing a shower

• Installing a ramp

• Installing a stairlift

• Providing extra bathroom facilities

For further information, please contact your Neighbourhood Officer on 0300 303 2500 or email info@swan.org.uk.

NEED TO KNOW: YOUR SAFETY

3.0 FIRE SAFETY

There are more than 70,000 fires in homes across the UK each year. You can reduce the risk of a fire starting in your home by being aware of the risks in the kitchen, being sensible with cigarettes and candles and handling electrical appliances with care.

You should test your alarm weekly by pressing the small button marked 'test'. If working correctly, the alarm will sound for 10 to 20 seconds then stop.

Once a month it is also advisable to run a vacuum nozzle over the alarm (if you can reach it safely), to remove any dust or cobwebs.

If you think your smoke alarm is broken or it starts to 'beep' (this means the backup battery needs replacing), you should contact Axis (see page 18).

Don’t smoke in bed or overfill ashtrays.

Don’t leave candles alight when you are not in the same room.

Don’t leave hot oil or fat unattended while you are cooking.

Don’t overload sockets or leave appliances plugged into the socket when you are not using them.

Don’t use portable electrical appliances that have not been tested.

Don’t hang clothes within a metre of a heater.

Your fire door is an important safety feature. You must inform us if your door is not in good repair, or where the self closer is not working. You must provide us access each year to inspect your flat fire door.

You must not use or store LPG cylinders or appliances, petrol, diesel, fuel, paraffin, dangerous chemicals or any other similar substance in your home or in any shed or garage that you rent from Swan.

FIRE DOORS

Front doors in our flats and other doors in your communal areas are fire doors and designed to withstand a fire for a minimum of 30 minutes. This is why it is important that you keep fire doors closed at all times.

NEED TO KNOW: YOUR SAFETY

3.1 BALCONIES AND OUTDOOR AREAS

Fires can occur on balconies and outdoor areas, which can easily spread to inside the building. To ensure the risk of a fire starting is reduced:

Never use barbecues (including disposables) on your balcony - they can start a fire that could spread to other parts of the building.

White goods such as fridge freezers and tumble dryers must not be stored on balconies. They are not suitable for outdoor use and are a potential source of ignition.

Do not store BBQs (or any type of fuel or flammable liquid, BBQ gas and starter fuel) on your balcony or in your outdoor area close to the building.

Do not drop cigarettes on your balcony floor or over your balcony. It may cause a fire on another balcony or in the outside area of your building that could spread. We recommend that you don’t smoke on your balcony, if you do smoke on your balcony or in your garden, use an ashtray and dispose of smoking materials carefully and safely.

If a fire breaks out on your balcony, it could spread much faster than inside your building. While plants and a few items of patio furniture are okay, ideally you should keep your balcony completely clear.

NEED TO KNOW: YOUR SAFETY

3.2 FIRE ESCAPE PLANNING

It is important that you know and understand what to do in an emergency.

Know your plan

In case of fire, it is important to understand the evacuation procedure for your building (evacuation procedures will either require you to ‘stay put, if safe’ or to ‘fully evacuate’).

If you live in a block of flats, you will have been given a copy of the fire evacuation strategy for your new home at the start of your tenancy. This is sometimes called a 'Fire Action Plan'. This plan tells you what to do if there is a fire in your home or other part of the building. It is important you read it carefully and understand it.

Fire action notices can also be found on the ground floor and adjacent to lifts (where provided) in all blocks and include information on what to do in the event of a fire in the building.

Living in a block of flats

In accordance with national guidance, all our purpose-built blocks of flats operate a defend in place, commonly referred to as 'stay put, if safe' policy. If we need to change this policy, we will let you know in writing and provide a copy of the new guidance for your home.

Living in a house converted into flats

Flat conversions or converted street properties have a different fire evacuation strategy or plan to purpose-built blocks of flats. This is because the structure of the building is unable to prevent fire spreading between flats, as designed to do in a purpose built block of flats.

The fire action plan for all converted properties is 'full evacuation'. This means if there is a fire in your home or another part of the building, everyone must leave immediately.

Person-centred risk assessments

If you or someone in your household might find it difficult to leave your home in an emergency, or you're concerned about a vulnerable neighbour, you should contact your Neighbourhood Officer, or email us at firesafety@swan.org.uk. One of our officers will then arrange to visit you at home to talk about your concerns.

With your consent, we may arrange for a followup visit with one of our Fire Risk Advisors or officers from the relevant fire service for your area. This is to talk to you about what steps need to be taken to keep you safe and ensure you know what to do if there is a fire in your building.

NEED TO KNOW: YOUR SAFETY

If any of your smoke alarms go off, never assume that it is a false alarm:

• Don’t waste time investigating what’s happened or rescuing valuables

• Don’t tackle fires yourself, many people are injured this way

• Leave it to the professionals

• Before you open a door check if it’s warm with the back of your hand. If it is, don’t open it, there may be a fire on the other side

• If there’s smoke, keep low where the air is clearer

• Ensure all fire doors are kept closed, including your flat door

• Call 999 as soon as it’s safe to do so – 999 calls are free

• Never go back into the building once you are safely outside

If you cannot make voice calls, you can contact the 999 emergency services by SMS text from your mobile phone. You will only be able to use this service if you have registered with emergency SMS first. Text ‘register’ to 999. You will get a reply – then follow the instructions you are sent.

We have more helpful information on our website as to how you can keep your home fire safe. Visit www.swan.org.uk/fire-safety.

3.3 BALCONY, WINDOW AND ROOF SAFETY

If you live in a tall building, falls from height pose a risk to you and your family, especially small children.

In the event of any damage to your windows, balcony railings or glazing, it is important you report these repairs to Axis at once, so we can make them safe or carry out an urgent repair.

This includes any damage to balcony or walkway railings, balustrades or glazing panels to communal walkways.

To make sure you and your family stay safe in your home, remember:

• Don’t disconnect the window restrictor on your window unless you need to open the window fully to clean it. The restrictor is a safety device that prevents the window opening wide enough to allow a child to fall out.

• Never leave small children unattended in a room where windows or French doors leading to balconies are open.

• Keep the area below windows and balcony railings clear of furniture or stored items. These could be used by a child to climb out of an open window or climb over a balcony railing.

• Don’t put any material (such as vinyl sheet or tiles) down on your balcony. This will prevent rainwater from draining properly and may also make the surface slippery when wet, causing you to slip and fall.

• Barbecues are not permitted on balconies, nor are fairy lights, as these can cause a fire risk.

Remember, if there is a fault or a repair is needed to your windows or balcony railings, you should report to Axis immediately (see page 18).

NEED TO KNOW: YOUR SAFETY

3.4 ELECTRICAL SAFETY

A large proportion of domestic fires each year are caused by electrical faults.

Swan carries out electrical safety inspections on its rental properties at least once every five years to keep our customers safe - and we recommend that homeowners do the same. The inspection is required to make sure your mains electrical system is safe and suitable to use.

If you rent your home from us, Axis will write to you before your electrical inspection is due so that one of its fully qualified electricians can complete the next inspection before your existing electrical safety certificate expires.

We will do our best to make the appointment for a time that suits you, but we do reserve the right to take legal action if we cannot gain access to your home.

This ensures that we always have an up to date electrical certificate for your home and can comply with our duties under the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020.

• It is important that you look after your electrical equipment between these inspections – just because something works doesn't mean it's safe!

• To make sure your home is safe, you should inspect electrical fittings and equipment to make sure they're in good condition.

• Always be conscious not to overload your sockets.

• Please do not carry out your own electrical repairs. If you think a socket in your property or an electrical supply in a communal area is damaged or faulty, please contact Axis straight away, or if you're a homeowner you will need to arrange for an electrician to attend.

• Remember, all electrical work or repairs must always be done by an NICEIC-registered electrician.

Electrical items

There have been many fire incidents caused by electrical installations and appliances over recent years. Manufacturers regularly recall products for safety issues. You can check for product recall updates by visiting www.productrecall.campaign.gov.uk. You can also keep up to date with product recall and safety notices by registering your electrical appliances directly with the manufacturer (details supplied when you purchase) or visit register my appliance.

More information about electrical safety can be found at:

• Electrical Safety First  www.electricalsafetyfirst.org.uk

• National Inspection Council for Electrical Installation Contracting niceic.com

NEED TO KNOW: YOUR SAFETY

3.5 GAS SAFETY

Every year people die from carbon monoxide poisoning caused by poorly installed and maintained gas appliances. When gas doesn't burn properly carbon monoxide is produced, which is poisonous. You can't see, taste or smell it, but carbon monoxide can kill in a matter of hours.

If you rent your home from us, Axis will write to you two months before your annual gas safety inspection is due. This ensures one of its gas registered engineers can complete the safety inspection before your existing gas safety certificate expires. You must provide access to allow us to complete this gas safety inspection. Failure to do so will result in us seeking a court warrant for entry, the costs of which will be passed onto you.

If you are a leaseholder or shared owner, you must keep your gas appliances in good condition. You should appoint a registered Gas Safe engineer

to do an annual gas safety inspection of any gas appliances in your home. You can find a qualified gas engineer in your area by searching the Gas Safe Register at gassaferegister.co.uk. Once you have completed your annual check, please email a copy of your certificate to LeaseholdTeam@swan.org.uk.

If you suspect there is a gas leak:

• Open all doors and windows straight away

• Shut off the gas supply at the mains (a large lever usually next to the gas meter)

• Call the National Gas Emergency Service on 0800 111 999

• Don't smoke, light matches, lighters or cigarettes

• Don't turn electrical and light switches on or off

NEED TO KNOW: YOUR SAFETY

If you suspect a carbon monoxide leak:

• Open all doors and windows straight away

• Shut off the gas supply at the mains (a large lever usually next to the gas meter)

• Call the National Gas Emergency Service on 0800 111 999

• Contact us so we can arrange for a safety inspection

Remember, you should never:

Use a gas appliance if you think it is not working properly

Cover an appliance with anything

Block or obstruct any fixed ventilation grilles or airbricks

Block or cover outside flues

The signs to look out for include:

• Yellow or orange flames (except for fuel effect fires) - flames should normally be blue

• Soot or stains around the appliance

• Pilot lights that frequently go out

The symptoms of carbon monoxide poisoning include:

• Tiredness

• Drowsiness

• Headache

• Nausea

• Chest pains

• Stomach pains

These symptoms are similar to many common ailments and may easily be confused with flu or simple tiredness. If you suspect you or someone else is suffering from the effects of carbon monoxide, you should switch off any fuel burning appliances and seek urgent medical help straight away.

Carbon monoxide – know the danger signs

NEED TO KNOW: YOUR SAFETY

3.6 LEGIONELLA

Legionella is a bacterium that can grow in stored or stagnant water, under certain conditions. Inhalation of infected spray or droplets of water vapor can result in Legionnaire’s disease. This is a pneumonia that may be mild and flu-like, but can be more serious, and sometimes fatal. Early treatment with the correct antibiotics is effective in most cases.

We follow a Health and Safety Executive approved Code of Practice, carrying out regular inspection and water safety testing of shared water systems in blocks of flats. It is unlikely that you will be at risk from Legionella bacteria in your home water system as mains supply water is treated by the water companies. Renewal of stored water in cylinders or tanks is frequent in occupied homes, so bacteria does not have the opportunity to grow.

The following precautions are advisable to avoid the possibility of Legionella:

• Ensure all water storage tanks have tightlyfitting covers in place

• Regularly descale and disinfect taps, shower heads and hoses

• Ensure all thermostats on stored hot water cylinders are set to 60° C or above

• If you leave your home for a holiday or a long period of time, drain off and refill any stored water tanks when you return, before first use

• Flush showers and taps including outdoor taps and hoses for two minutes following any period of non-use, including holidays

• Be mindful of water butts in your garden and use the water regularly

NEED TO KNOW: YOUR SAFETY

DAMP, MOULD AND CONDENSATION

3.7

At Swan, we take reports of damp and mould very seriously. If you spot signs of damp and mould in your home, please report it to us immediately, even if the problem is only small.

You can do this by contacting Axis. Call 0800 783 2768, text 07786 205 096 or email swanresidents@axiseurope.com

There are lots of reasons that mould and damp can occur in homes. To make sure every case is properly investigated, Axis will visit and assess your home. During the visit they will identify the causes of the mould and advise on any repairs needed. Should a repair be advised, the timeframe and duration of the repair will depend on the severity of the issue.

The Axis operative may also give you advice on your heating controls to help them perform better and work with you to help make changes that will prevent mould in the future.

What is damp, mould and condensation?

Condensation is when moisture or water in the air collects on a cooler surface. Most people have a little bit of condensation, like the droplets you see on your windows after a shower. While it’s usually nothing to worry about, condensation can lead to damp and mould if left for too long.

Mould looks like little black dots in the corners of the windows or anywhere water collects. Mould can be bad for your health, so it’s important you take action if your spot signs of mould in your home.

Damp looks like a wet patch on a wall or ceiling and appears when condensation is left for a long time. Left untreated, damp can cause structural problems with a building.

You should always report damp and mould in your home as soon as possible.

Why does damp occur?

There are lots of reasons why damp and mould can happen in homes. These can range from there being too much moisture in the air to plumbing and ventilation faults, or more deep-seated problems with a building.

You should always report damp and mould in your home as soon as possible.

How can I avoid damp and mould?

Damp and mould can be caused by lots of things. However, there are some simple steps that you can take to help avoid this problem appearing in your home.

NEED TO KNOW: YOUR SAFETY

Remove moisture in your home when you can

A common cause of mould is condensation or moisture on surfaces in your home. This is most common in areas such as kitchens and bathrooms. To avoid this, wipe condensation or water droplets from walls, tiles, shower screens and windows. If you discover a leak or damp patch in your home, please report this to us as soon as possible.

 Keep your home properly ventilated

Open your windows and use vents regularly to let out moist air and let fresh air in and use any extractor fans you may have. To stop moisture from spreading when you are cooking or bathing, keep the doors to the bathroom and kitchen closed.

 Stop rooms from getting too cold

Very cold rooms can provide ideal conditions for mould to grow, so it’s recommended you don’t let the temperature in your home fall below 14°C (the ideal temperature for your living room is 20°C for the bathroom it’s 23°C and for the bedroom and kitchen it’s 16°C).

 Try not to dry clothes on radiators

Drying clothes on radiators increases the moisture that they release and can create damp spots in your home. Instead, try and hang them on a clothes airer – place this in a well-ventilated room with any doors to the rest of your home closed.



Avoid placing furniture close

to walls

Mould can grow in spaces where air can’t circulate, so avoid leaning large items of furniture or storing lots of items against walls, with no space for air to move.

3.8 ANTI-SOCIAL BEHAVIOUR

We want everyone to feel safe and happy in their home and we believe everyone should be able to enjoy their home without being disturbed by those living nearby.

You are responsible for the behaviour of people living in or visiting your home (including children). Please be tolerant and mindful of your neighbours, especially in areas of high density living such as a block of flats. Please take care not to do anything that may cause a nuisance, annoyance, distress or alarm to others.

The most common complaints of anti-social behaviour we receive are about noise nuisance and we ask that you keep noise to a minimum, especially between 10pm and 7am. To reduce the likelihood of someone making a complaint about you, we ask you to avoid the following:

• Playing loud music or having your television or radio too loud

• Arguing or shouting

• Slamming doors

• Allowing your dog to bark continuously

• Allowing children to make excessive noise

We recognise that some behaviour may have an impact on others however would not be classed anti-social behaviour. Examples of this include, daily living noise, children playing in their homes or nearby at reasonable times, cooking smells and parking disputes. We would encourage neighbours to resolve minor disputes between themselves and where necessary, we will provide the support of an independent mediator.

We take all incidents of anti-social behaviour seriously and will act to resolve any issues. If you need to report anti-social behaviour during office hours, please contact your Neighbourhood team.

Call 0300 303 2500 or email

ASB@swan.org.uk to report incidents of ASB.

To report an incident outside of office hours, please call 0800 075 6699.

You can also download the Noise App via the App Store or Google Play, to record and report noise nuisance -  www.thenoiseapp.com.

View our Hate Crime and Anti-Social Behaviour (ASB) policy

www.swan.org.uk/ASB-hate-crime.

NEED TO KNOW: YOUR SAFETY

3.9 DOMESTIC ABUSE

Anyone can be affected by domestic abuse (abuse by a current or ex -partner or relative) regardless of gender, age, ethnicity, religion, socio-economic status, sexual orientation or background. It may include:

• Physical or sexual abuse;

• Violent or threatening behaviour;

• Controlling or coercive behaviour;

• Economic abuse (abuse that has a substantial adverse impact on the abused person’s ability to acquire, use or maintain money or other property, or obtain goods or services);

• Psychological, emotional or other abuse;

• So-called ‘honour-based’ abuse (including so-called ‘honour-based’ violence);

• Forced marriage; and

• Female genital mutilation (FGM).

(The statutory definition of domestic abuse is set out in the Domestic Abuse Act 2021.)

If you, a relative, or a friend require advice or assistance in relation to any kind of domestic abuse, you can call the Police on 999 in an emergency or 101 in a non-emergency.

If you are in immediate danger, call 999 and ask for the police (if you are unable to talk, listen to the operator and respond by coughing or tapping the keys on your phone. If calling from a mobile you can press 55 to Make Yourself Heard).



If you are deaf, hard of hearing or speechimpaired, register your mobile phone with the emergency SMS service. You will then be able to send an SMS text message to 999 to get help.

If you are hurting your partner, ex or family member, help is available from the Respect Phoneline on 0808 802 4040.

You can find more information in our Domestic Violence and Abuse booklet which is available at swan.org.uk.

Our Make A Stand Pledge

To show our ongoing commitment to supporting victims and survivors of domestic abuse, we signed the ‘Make a Stand’ pledge that was launched in June 2018 by the Chartered Institute of Housing, in partnership with Women’s Aid and the Domestic Abuse Housing Alliance (DAHA). By signing the pledge, we continue to meet four commitments.

We have a policy in place and embedded to support customers who are affected by domestic abuse.

We have made information about national and local domestic abuse support services readily available for customers and staff, including on our website.

We have appointed a champion at senior level to own the activity we are undertaking to support people experiencing domestic abuse.

We have in place a policy to support members of staff who may be experiencing domestic abuse.

NEED TO KNOW: YOUR SAFETY

3.10 HATE CRIME

A hate crime or hate incident is any incident that is perceived, by the victim or any other person, to be motivated by hostility or prejudice against a person based on their actual or perceived disability, race, religion, sexual orientation, or transgender identity. In addition, some local authorities, police forces and organisations also consider crimes or incidents that are perceived to be motivated by hostility or prejudice against a person based on other actual or perceived differences to be hate crimes / incidents.

Hate crimes come in many different forms and strike at the heart of communities. With everyone’s help, the police can tackle those responsible and keep our communities safe.

Reporting a hate crime

You can find out how to report a hate crime to the police in your area via their websites:

Metropolitan Police – Hate Crime at: www.met.police.uk/advice/advice-andinformation/hco/hate-crime/

Essex Police – Hate Crime at: www.essex.police.uk/advice/advice-andinformation/hco/hate-crime/

Hate crimes can be reported online anonymously via the True Vision website at: www.report-it.org.uk/home. True Vision is a dedicated hate crime information and reporting organisation established by the Association of Chief Police Officers.



If you are a victim of, or witness a hate crime / incident in a block or estate managed by Swan, or if you know it involves a Swan resident, please report it to the Neighbourhood team by calling 0300 303 2500 or email ASB@swan.org.uk. To report an incident outside of office hours, please call 0800 075 6699.

4.0 YOUR COMMUNITY

You can keep up-to-date with news and information in a variety of ways: our customer magazine, customer newsletters and social media. You can find copies of all our key communications online at www.swan.org.uk and we will also regularly send information to your home.

If you are unable to access information via our website or need information in a language other than English, please contact us and we will be happy to share information with you in a way that meets your needs.

We provide community activities for our existing customers and support our regeneration projects by working with our partners to deliver a range of projects to enhance the work that we do. This work is carried out as part of our Corporate Social Responsibility Strategy.

4.1 EQUALITY, DIVERSITY & INCLUSION

We aim to deliver a truly inclusive customer service offer that improves lives.

We’re committed to working with residents, customers, partners and employees to tackle the equality, diversity and inclusion issues that matter to them and to achieving shared objectives with the aim of improving outcomes for everyone, regardless of:

• Age

• Disability

• Gender identity and gender expression

• Marriage and civil partnership

• Pregnancy, maternity and paternity

• Race, colour, nationality, ethnic or national origins

• Religion or belief

• Sex

• Sexual orientation

To find out more go to https://www.swan.org.uk/EDI

4.2 SUSTAINABILITY

We are committed to empowering our customers and providing holistic solutions that help to create sustainable communities.

Our Corporate Social Responsibility Strategy sets out our aims to:

• Provide education, training and employment opportunities for local people

• Build community cohesion

• Promote health, wellbeing and physical activity

• Foster sustainable communities

Sustainable development

We deliver innovative homes designed for tomorrow's lifestyles and technologies. We use modern construction methods, which combine the best construction standards along with reducing the carbon footprint of our developments. You can read more about how we do this here: www.swan.org.uk/sustainability.

4.3 LOVE THE PLANET

A key part of our Corporate Strategy is to ensure that we take care of our environment and support our residents to do the same.

We know many residents really care about the planet. If you would like to get involved with our work by signing up to be a ‘Love the Planet Resident Champion' please contact the Customer Involvement and Community Development team (see p.38). 

Our Environmental Sustainability Strategy sets out how Swan will enhance its position as one of the most sustainable and environmentally-conscious housing associations in the UK. You can download it here: www.swan.org.uk/sustainability

Our Environmental Policy 2020/22 also outlines our company stance on sustainability and looking after the environment. You can download it here: www.swan.org.uk/sustainability

5.0 GET INVOLVED

Giving us your feedback and making a difference to your services is being made as simple as possible. We’re focusing on how we can listen to you more, so that your views shape how we do things. There are lots of new, easy ways that you can get involved!

They won’t take up lots of your time, can be tailored to suit you and will provide the best opportunity for your voice to be heard. Your voice is very important and will make a difference to everyone who receives a service from us.

Tell us how you feel

The options below are quick, less formal ways to share your views.

Spotlight

Proactive Customer Involvement – listening to our customers' voices and then focusing on issues before they become a problem or a complaint. Give us your views and help us get it right.

Touchpoint surveys

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

Satisfaction surveys

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

Virtual Customer Associations

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

Estate champions and inspectors

Customers who are willing to engage and give feedback about our estates, with digital options available.

Help us to get it right

There are also more formal ways that you can get involved.

Help us get it right panel (HUG)

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.

Task and finish groups

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

Focus groups

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

Complaints subgroup

Sign up to review our complaints process.

Customer communication leads

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

Find out more and read our Count Me In:

Involvement and Communities Strategy and our Resident Involvement and Community Development Impact Assessment at

www.swan.org.uk/get-involved/

Do you want to find out more or sign up?

Contact the Customer Involvement team on involvement@swan.org.uk or 01277 844242.

NICE TO KNOW: YOUR VOICE

5.1 COMPLIMENTS AND

COMPLAINTS

Where possible, we will try and deal with all service requests quickly and efficiently but sometimes things go wrong. When this happens, we want to know about it so we can put things right. By receiving complaints, we can learn from our mistakes and make sure the same problem doesn't happen again.

Our Complaints Policy, which can be downloaded at www.swan.org.uk/feedback, explains more about how we manage your complaints and what you can expect from us if you do complain.

As part of our Complaints Policy, we have adopted the Housing Ombudsman’s definition of a complaint. We consider a complaint to be:

Complaint

A complaint is an "expression of dissatisfaction, however made, about the standard of service, actions or a lack of action by Swan, our own staff or those acting on our behalf, affecting an individual customer or group of residents."

NICE TO KNOW: YOUR VOICE

Stage one

If you want to make a complaint, your complaint will be registered at Stage one of our complaint procedure and someone will contact you to make sure we understand what has gone wrong and how you would like us to resolve it. We will acknowledge your complaint within two working days and respond in full within ten working days. If our Stage one response does not resolve your complaint, you can ask us to escalate it to ‘Stage two’ of our complaints process.

Stage two

At Stage two, your complaint will be reviewed by a senior manager who will look at how your complaint has been managed and decide whether there is more that we can do. You will receive a full response to your Stage two complaint within 15 working days.

If we decline your request to escalate your complaint, we will clearly communicate in writing our reasons for not escalating as well as your right to contact the Housing Ombudsman about our decision.

Please note: Until you’ve received this final response from Swan, you’re not able to make a complaint to the Housing Ombudsman.

The Housing Ombudsman

Once our internal complaints process is exhausted, and if you feel we haven’t put things right, you have the option to refer the matter to a designated person such as an MP or Councillor. Alternatively, you may choose to make a complaint to the Housing Ombudsman. The Housing Ombudsman will only consider investigating your complaint if you reported the original problem to Swan and have been through our internal process and you’re dissatisfied with our response. However, please note you can contact the Housing Ombudsman at any time for advice and guidance on a complaint.

Phone: 0300 111 3000

Monday to Friday 9.15-5.15pm

Email: Info@housing-ombudsman.org.uk

NICE TO KNOW: YOUR VOICE

There are some things that we won’t investigate as part of our complaints procedure. You can find out more detail on this in our Customer Service Policy. Some examples are provided below:

• Anything that is not our responsibility such as bin collections or an increase in Council Tax

• Where Legal proceedings have started

• Matters that have previously been considered under the complaints policy

If you have a complaint you can fill out our feedback form at www.swan.org.uk/ enquiry-form. 

Alternatively you can call our Customer Relations team on 0300 303 2500.



If you prefer you can write in to:

The Customer Relations Team Swan Housing Association Pilgrim House High Street Billericay CM12 9XY.

NICE TO KNOW: YOUR WELLBEING

6.0 EMPLOYMENT SUPPORT

If you are looking for a job or would simply like to develop your career and skills, we are now offering a wide range of free accredited eLearning courses. You can start these at any time and complete them at a pace that suits you. Just some of the courses available can be found below:

CV Writing

Website Management

Customer Service in Hospitality and Tourism Level 2 Food Hygiene and Catering

Digital Business Skills

Construction

Digital Training Package

Social Media Marketing

Hair and Beauty Career

Care Certificate Training Level 2 and 3

First Aid

If you would like to sign up for any of these courses or would like to have a quick chat to find out more, contact the Customer Involvement and Community Development team by emailing involvement@swan.org.uk or calling 01277 844242.

NICE TO KNOW: YOUR WELLBEING

6.1 MONEY ADVICE

Most people will face a financial difficulty at some point and we are here to support you in finding a solution. Our Welfare Benefits team is here to provide advice and support, to help you understand the benefits system.

We are here to offer advice and assistance specific to your circumstances, whether it be about applying for Welfare Benefits or directing you to another agency that can help you further.

We can help you to identify where you may be eligible for certain benefits, assist you in claiming and, if necessary, we will represent you at appeal tribunals.

It is important you seek help as early as possible. If you have more than one debt you may wish to contact the Money Advice Service on 0300 500 5000 or at www.moneyadviceservice.org.uk