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).

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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.

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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.