Residents' Annual Report 2010/11 - Swan Housing Association

Residents’ AnnualReport 2010/11

ContentsWelcome message from Richard Frost, Chair of Swan Boardand John Synnuck, Chief Executive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02About This Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 03Resident InvolvementCustomer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 06Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 08Resident Involvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 09Meeting Your Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Your HomeThe Quality of Homes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Repairs and Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Regenerating Our Estate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Your TenancyHomes Available to Rent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Rent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Types of Tenancies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31General Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Sheltered Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Supported Housing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Leasehold/Shared Ownership Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Your NeighbourhoodWhere You Live . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Working Together . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Anti-Social Behaviour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Value for MoneyHow the Money is Spent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Value for Money . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Governance and FinanceHow We Are Governed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Financial Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Swan’s mission is“to create homesand communitiesthat people wantto live in.”By beingImaginative,Insistent andIn touchCover image: Swan residents’Basic Repairs Workshop01 Residents’ Annual Report www.swan.org.uk

Bow Cross, Tower HamletsWelcome messageWelcome to Swan’s Annual Report for residents.Inside you can find out what we have beendoing for residents during the year, how well thecost and performance of our services comparewith other landlords and learn about what we areplanning for the future.Swan has had a busy and successful year andalthough we are very proud of our achievements sofar, there is always more work for us to do.Following the positive result from the AuditCommission in 2010, we have taken on board therecommendations made to both improve our repairsservice and involve residents in helping us achievevalue for money.We have got better at comparing our services withwhat other landlords do and you will see informationon this throughout the report.Last year we made real progress in improvingoutcomes for different groups of residents.Improvements were made through our DiversityAction Forums (DAFs) and our Service ImprovementProgramme, Striving for Excellence. Throughout, wehave worked with groups of residents on the issuesthat are most important to you.We are committed to involving more of you in themanagement and maintenance of Swan homes. Wehave put residents firmly in the driving seat tochallenge our performance and work with us toachieve our vision to ‘create homes andcommunities that people want to live in’.We now have resident majority RegionalCommittees in London and Essex, residents on ourService Improvement and Equality and DiversityCommittees and on our Board. We have a newResident Scrutiny Framework which sets out howresidents monitor our performance against ourservice standards.We have set up a Residents’ Quality Panel who helpus manage our contract with Axis and a Value forMoney Panel to help us scrutinise our costs. Inaddition we have expanded our Resident MysteryShopping Programme.We have a successful track record in regeneratingcommunities. We have completed the regenerationworks on the Exmouth Estate in Tower Hamlets andcontinue the regeneration works at Bow Cross alsoin Tower Hamlets, where we won “Best Social andAffordable Housing Project 2010-2011” at theprestigious London District Surveyors Awards.In Essex we have completed the first BeechwoodVillage properties on the Craylands regenerationproject in Basildon, delivering new properties forsocial rent, shared ownership and sale. In thecoming year we will be working with Tower HamletsCouncil to start the regeneration of Blackwall Reach.This is one of the largest regeneration schemes inLondon and will see the provision of approximately1,600 new homes for rent and sale.We hope you find our report interesting, informativeand an enjoyable read and we look forward tohearing your views.Please take the time to return the enclosed surveyto help us improve next year’s report.Richard FrostChair of Swan BoardJohn SynnuckChief Executivewww.swan.org.uk Residents’ Annual Report 02

About This ReportAlthough we developed our 2009/10 residents’Annual Report with residents, we wanted to workmore closely with you to produce an even betterreport this year. So how have we done this?Who was involved?We sent out a feedback form to all involvedresidents asking if they thought the Annual Reportwas helpful, what we could do to make it better andwhether they would like to work with us to producethis year’s report. We also held a workshop at ourResidents’ Conference in June 2011 to get moreresidents’ views on how we can improve the report.This report has been agreed by both our ResidentConsultative Committees and members of theAnnual Report Focus Group.A special thanks to the Resident Annual ReportFocus Group. We are very grateful for their time andeffort. We are also grateful to all residents who filledin our surveys and attended our Residents’Conference and workshops.What you have told us you wantedOver the last year we have been listening to yourviews. You told us that the services that weremost important to you were:• Repairs - You wanted to be kept better informedand wanted a quicker response to communalrepairs on our larger estates.• Anti-Social Behaviour - You wanted more CCTVand improved security.• Value for money from the rent you pay - Youwanted us to keep our service charges moreaffordable.For the Annual Report you wanted more picturesand quotes from residents which told a story.You also wanted the headings for each standard tobe meaningful and wanted the tenancy sectionexpanded to include Supported Housing, ShelteredAccommodation and Leasehold Services. We havetaken on board your comments and haveincorporated your suggestions into this year’s report.Members of the Resident Annual Report Focus GroupErnieFranklinDarrenCoanKathyMaceStephenFrancisCarolFranklinJennyFlickerJackieChapmanPatFowlerMichelleRichards“It’s been great to be involved andextremely interesting. I hope I havehelped to create something otherresidents will find useful.I have really enjoyed learning moreabout Swan and this has helped mein my role as a member of theMystery Shopping Panel, Value forMoney Panel and other focus groups. ”Staff and some residents at the Annual Reportworkshop held at this year’s Residents’ ConferenceErnie Franklin, resident from Laindon03 Residents’ Annual Report www.swan.org.uk

Swan’s Annual Residents’ Conference 2011What we need to tell you• How we are performing compared toother landlords.• How we meet our service standards.• What services we need to improve.Who checks our progress?Our performance is regularly reviewed andscrutinised by our London and Essex ResidentConsultative Committees and London and EssexRegional Committees. Residents are represented atall of these meetings.Each year we carry out a customer servicesatisfaction survey that gives us lots of comparableinformation which we also share with you.How are we doing against thesix Standards?Throughout this report we set out how we aremeeting the six National Standards which weredeveloped with residents across England. TheseStandards were produced to ensure that YOU get afair deal from Swan. Each section sets out what wehave done this year and what we still want to do.The six Standards cover the services providedby Swan:• Resident involvement.• Your home.• Your tenancy.• Your neighbourhood.• Value for money.• Governance and finance.In last year’s Annual Report we told you about ourplans for the local offers we were developing withresidents. Local offers are the standards agreedwith residents to meet local need and priorities andaim to improve our services.We developed them following wide consultation withresidents through our Residents’ Conference, theResident Consultative Committees and localmeetings. We also worked with a small group ofresidents to finalise them.Throughout this report we will tell you about theprogress we have made in implementing the localoffers under each of the National Standards relatingto the service.From October 2011 we will be working withresidents to develop a new set of local offers for2012/2013. We have included details of those localoffers that have already been agreed with residents.www.swan.org.uk Residents’ Annual Report 04

You’ve got to be in it to win it - the lucky raffleprize winners at this year’s Residents’ ConferenceResident1Involvement

Customer ServiceWhat are we doing for our residents?Excellent customer service is not just about youbeing able to contact us easily and get a quickresponse. It is also about us providing you with aconsistent high quality service and doing what wecan to deliver a service that meets all your differentneeds in a consistent way.We provide a number of ways for you toaccess our services:• Locally based offices at Bow Cross, ExmouthEstate and Chrisp Street in London and at PilgrimHouse in Billericay, Essex.• Emails and letters are acknowledged within threeworking days and we provide a full reply within10 working days.• Phone calls will be answered within six rings/20seconds. Phone 0300 303 2500.• Axis free phone 0800 783 2768 to report repairs.• Swan’s website at www.swan.org.uk and ourWeb4residents site at www.web4residents.orgYou can now report repairs, track repairs andobtain rent statements from the tenant portal.• Block surgeries.• Home visits.• Using Charlie Swan, our Facebook account.Service standardsOur service standards were developed with you andare set out in our 13 service standard leaflets. Theleaflets include information on how to access ourservices and the level of service you can expect toreceive from us. Our resident mystery shoppers andthe resident inspectors help us monitor how weperform against these standards.Annually we report our performance against thestandards to you. We also have performancetargets for each service which are in this report.You can read more about our services in your tenantor leaseholder handbook or by watching your signup DVD and we regularly update you in our residentnewsletter ‘The Communicator’.Service standard leafletsHow did we do?Performance April 2010 to March 2011% of phone calls answered within 20 secondsActual Actual Target Average Top09/10 10/11 10/11 PerformersSwan 86% 94% 90% 76%Axis 91% 96% 90% 76%Providing you with a friendlyand professional serviceAnnual customer satisfaction surveyEvery year we carry out a telephone customersatisfaction survey and also service specific surveys,so we know what you think about every aspect ofour service. This feedback tells us where you thinkwe are doing well, but also highlights where youthink we can do better.Meeting target/top performer – keep it upwww.swan.org.uk Residents’ Annual Report 06

Customer ServiceEach year we develop an action plan to improve the service and your satisfaction.Swan Swan General Average Top Swan Average TopTarget Needs Performers Supported Performers10/11 Tenants General Needs Housing SupportedTenants Tenants Housing Tenants% of residents 78% 78% 80% 82% 88%satisfied withtheoverall serviceprovided by Swan% of residents 63% 60% 64% 81% 70%satisfied that theirviews are takeninto accountWhat have you told us?Our greatest priority for improvement is solving yourproblems more quickly.Last year we told you that we had set up the ‘Right FirstTime’ project in partnership with residents and Axis, ourrepairs partner, to carry out a self assessment of ourservices. We completed this project in 2010 and weare well on the way to implementing the action planwhich was agreed with residents.We know that it is not enough to just achieve ourperformance targets. It’s how we do things not justwhat we do that counts.We know that we need a clear focus on repairs andwe want to support you and give you the bestservice we can. We want to continually do betterand make a real impact to residents’ services. Sohow are we going to do it?Improving our services in 2011/2012• Our key objective for the coming year is for allSwan employees to have a positive “Can Do”attitude.• In April 2011 we launched our BehavioursFramework which clearly sets out for staff whatbehaviours we expect of them.• During 2011 all staff will be trained to ‘live’ thebehaviours. This training will ensure that weprovide our services in a positive way and that weget it ‘Right First Time’.• To continue to be successful we need to improveour residents’ satisfaction in the way we provideour services.Residents voting on our servicesConsulting residentsMeeting target/top performer – keep it upAbove average performer – want to do betterNot meeting target/bottom performer – must do better07 Residents’ Annual Report www.swan.org.uk

ComplaintsWhat are we doing?We have a three stage complaints process.Stage 1 – Manager’s responseStage 2 – Director’s responseStage 3 – Panel hearing chaired by a RegionalCommittee Member with a resident representativeand advice from a Swan Director who has not beeninvolved in the complaint.We are closely monitoring our complaint andcompliment handling systems and year on yearcontinue to improve our performance. We areclosely monitoring customer satisfaction on howcomplaints have been handled and the outcome oftheir complaint and have seen an improvement inboth. We realise that in some cases residents willnot be happy with an outcome, but we do wantthem to feel satisfied with the way the complaintwas processed and that it was handled promptly,politely and fairly.What have you told us?Most complaints are about our repairs service. Wehave identified that the main issue is around keepingyou up-to-date with the progress of a repair. Thishas been included in our Operational Plan for2011/2012 as a key area for improvement.Improving our services in 2011/2012We will:• Implement the improvements identified by the‘Right First Time’ project.• Increase complaints satisfaction to 70%.• Review our complaints policy and procedure.• Develop a text messaging feedback service tobetter understand your views of the complaintservice.• Implement an automated telephone system,agreed with residents, offering selection options atthe start of each incoming call.How did we do?Performance April 2010 to March 20112008/09 2009/2010 2010/2011 Target Average TopPerformersTotal number of 264 333 205 Not Notcomplaints received measured measuredAcknowledged within 92% 98% 99% 100% Not3 working days measuredStage 1 response within 86% 96% 100% 95% Not10 working days measuredSatisfaction with how we N/A 53% 73% 70% 60%dealt with the complaintSatisfaction with outcome N/A 47% 55% 70% 57%of the complaintMeeting target/top performer – keep it upAbove average performer – want to do betterNot meeting target/bottom performer – must do betterwww.swan.org.uk Residents’ Annual Report 08

Resident InvolvementWhat are we doing?We involve residents in holding us to account toimprove the services we provide to you.We have developed a Resident Scrutiny Framework,‘Residents in the Driving Seat’ so it is clear how youcan influence and work with us to deliver a betterservice.We will have:• Residents taking ownership of the scrutinyframework and working with us in partnership todirect and influence service delivery.• A pool of residents who have developed the skillsand capacity to effectively monitor performance.• More residents playing an active part in scrutinynow and in the future by proving it really can makea difference.• Residents feeling they have real opportunities toinfluence service delivery and change.‘Residents in the Driving Seat’ outlines ourframework for resident scrutiny.It complements and supports our other corporatestrategies and frameworks to assist us in achievingour goals, such as those set out in our:• Corporate Plan.• Housing Services Strategy.• Resident Involvement Strategy.• Value for Money Strategy.• Equality and Diversity Strategy.• Anti-Social Behaviour Policy.John Elkins, Chair of the Essex Regional Committee,Chair of the Essex Resident Consultative Committeeand Resident Board AdvisorTyson Bunby, Chair of the London RegionalCommittee, London Resident ConsultativeCommittee Member and Resident Board MemberBoth of these pictures were taken at our Residents’Conference where John and Tyson told residentshow they can become more involved with therunning of Swan.“If you want to make a difference to the service residentsreceive, the area in which you or others live, learn how toget started by sparing just a couple of hours a month.”John Elkins, Chair of Essex Regional Committee, Chair of the EssexResident Consultative Committee and Resident Board Advisor“The more residents we can get involved, the bigger the impact we can make. Onecall is all it takes to the Resident Involvement and Community Development team andthey will give you all the help you need. You will make a new circle of friends and willfeel part of a team that is really making an impact for residents.Our relationship with Swan has not been one of just being a tenant and landlord butmore like being part of a family that is working together, for the benefit of all residents.”Tyson Bunby, Chair of the London Regional Committee, London Resident Consultative CommitteeMember and Resident Board Member09 Residents’ Annual Report www.swan.org.uk

Resident InvolvementResident Involvement Scrutiny FrameworkNeighbourhoodAgreementsEstate InspectionsComplaintsService ReviewsResident andCommunity GroupsSuggestionSchemeService UserForumsFocusGroupsEquality andDiversityCommitteeServiceImprovementCommitteeValueforMoneyPanelRCCEssexSwan BoardRCCLondonRegionalCommitteeLondonRegionalCommitteeEssexCustomerFeedbackPanelResidents’QualityPanelMysteryShoppingPanelwww.swan.org.uk Residents’ Annual Report 10

Resident InvolvementFormal resident involvementThe London and Essex Regional Committeestogether with the London and Essex ResidentConsultative Committees (RCCs) scrutinise,challenge and monitor Swan’s performance.The RCCs provide a residents’ view for settingtargets and provide resident experience to assist inpolicy reviews. Both RCCs receive information andupdates from the Resident Mystery Shopping Paneland Customer Feedback Panel. The two RCCs aremade up of local Resident Association Members aswell as nominated neighbourhood representatives.Value for Money PanelIn 2010 we set up a residents’ Value for MoneyPanel to ensure that we consult and listen toresidents’ views in terms of value for money. Thisincludes decisions on how much should be spenton services which residents pay for through servicecharges. This group develops meaningful value formoney measures for residents that show whatdifference the strategy is making.We measure the impact of involvement bymeasuring the cost of each event/focus group andother resources to run it; and compare these withthe impact they have had on individual residents,wider communities and the business. This ensuresthat all of our involvement methods represent goodvalue for money.Monitoring and inspectionThose closely involved with the scrutiny of Swan’sservices have access to three main resident-ledmonitoring and inspection teams:• Mystery Shopping Panel.• Residents’ Quality Panel.• Customer Feedback Panel.These panels have annual programmes to monitorand measure performance. The results from thepanels’ findings are presented to the RCCs andCommittees and the actions identified are includedin Swan’s Service Improvement Plan. Improvementsidentified are reported back to residents through ournewsletter ‘The Communicator’.“I enjoy mystery shopping toscrutinise Swan’s services. Thisenables us to assist in making surethat we get Swan’s services RightFirst Time.”Resident Mystery Shopping Panel MemberThe Customer Feedback Panel is made up ofresidents who have expressed an interest inproviding feedback on our services. This paneloffers direct access to resident views, experienceand opinions. The panel are also invited to attendfocus groups on different subjects in order for us toobtain further feedback on our services.11 Residents’ Annual Report www.swan.org.uk

Resident InvolvementResident trainingResidents receiving their training certificatesWe provide an annual programme of training forinvolved residents. This year we are providingtraining for residents on; presentation skills andconfidence building, effective scrutiny andperformance management, influencing andnegotiating skills, risk management, timemanagement, first aid, food hygiene, repairs andmonitoring your money.“Since completing my CharteredInstitute of Housing Level 2 I feelempowered by gaining knowledge onhousing related issues. I have a newfound sense of worth andaccomplishment. My confidencecontinues to grow.”Natasha Greaves, London RegionalCommittee Member and London ResidentConsultative Committee MemberLocal level involvementWe enable residents to influence change at a localneighbourhood level. We do this through:• Estate inspections• Neighbourhood Agreements• Young Persons’ Forum• Black Minority Ethnic resident surgeries• Asian women’s group• Fun days• Road shows• Estate Resident BoardsEllen Ferris receiving her STAR Awardfrom Jim Fitzpatrick, MP for Poplarand LimehouseSix landlords in Tower Hamlets sponsored the STARAward to recognise resident contributions to theircommunity. Swan residents nominated Ellen Ferrisfrom the Exmouth Estate for the InspirationalResident Community Award and she was thesuccessful winner.www.swan.org.uk Residents’ Annual Report 12

Resident InvolvementHow did we do?Performance April 2010 to March 2011Throughout the year we have held:Community Development events 107Formal and informal meetings 47Focus Groups 11In addition the number of involved residents increased:Residents who are on our Customer Feedback Panel 228Residents who are actively involved 272Resident involvement annual satisfaction survey resultsHow satisfied or dissatisfied are you that yourviews are being taken into account by Swan?How would you rate the opportunities in whichyou get involved in terms of value for money?4%4%7%4%47%7%4%2%11%53%34%23%KeyKey Very satisfied Fairly satisfied Neither satisfied ordissatisfied Fairly dissatisfied Very dissatisfied No opinion Very good Fairly good Neither good orpoor Fairly poor Very poor No opinion81% of involved residents were either fairly or very satisfied that their views were takeninto account by Swan.76% of involved residents felt that the opportunities in which they could get involved weregood value for money.13 Residents’ Annual Report www.swan.org.uk

Resident InvolvementWhat have you told us? Improving our services in 2011/2012We will:“When I first moved tothe UK I missed thefeeling of community thatwe had in Italy. At theResidents’ Conference andthrough my work with SwanI have that feeling again.”Luigi Bianco, resident of Bow Cross, LondonResident Consultative Committee Member• Develop a public relations strategy to promote thework of the resident involvement team.• Involve residents in setting the annual budgets forkey service areas.• Work with residents to develop a set of localresident involvement performance indicators.• Work with residents to produce a monthlyperformance report in line with Swan’s ResidentScrutiny Framework.• Train a group of Resident Inspectors to carry outregular inspections of Swan’s services.“I would urge anybodyto take up theopportunities on offer. Ihave now completed theChartered Institute ofHousing Level 2 Certificate,which was sponsored bySwan. In February I was invited tobecome a member of the Essex RegionalCommittee. I have developed my careerpotential, made new friends andincreased my confidence. I amenjoying every minute of it.”Jo Alphous,Essex Regional Committee MemberLocal Offers updateSet up a Resident Inspection TeamWe have:• Set up clear criteria for auditing repairs bytelephone and we will be developing anon site inspection programme later in the year.• Developed a plan on how the inspectorswill work with the repair team.• Trained two residents on repair inspection andsupported them to be successfully accreditedwith a Chartered Institute of Housing certificate.The Resident Inspection Team will be carrying outan inspection of the repairs call centre in Septemberand a further inspection will be carried out in March2012. The results will be published in ‘TheCommunicator’.Local Offer implementedwww.swan.org.uk Residents’ Annual Report 14

Meeting Your NeedsEquality and diversityWhat are we doing?Our approach is to make equality and diversityconsiderations part of everything that we do. Wework with residents on the equality, diversity andinclusion issues that matter to them most.We do this by:• Undertaking Equality Impact Assessments (thisensures that our policies, projects and schemesdo not discriminate against any group).• Completing practical and awareness buildingprojects and initiatives through the Diversity ActionForums (DAFs).• Implementing equality and inclusion related serviceimprovements through the Service ImprovementPlan.Our DAFs include resident representatives and wecontinue to encourage residents from all sections ofthe community to get involved in DAF projects. Wealso have an Equality and Diversity Committee inplace which includes resident representatives. Therole of the Committee is to scrutinise our progressand make recommendations at a strategic level.How did we do in 2010/2011?• The numbers of residents from ethnic minoritygroups accessing the adaptations serviceincreased by 11%.• The development of two youth forums has increasedresident involvement from younger people.• The welfare benefits advice service secured£486,309 for residents in Essex and £419,364 forresidents in London who were entitled to benefitsthat they were not receiving.• We supported residents to successfully completetheir Entry Level 1 ESOL (English for Speakers ofOther Languages) certification. An awardceremony was held in the Bow Cross CommunityHall on 8th December 2010.• We held additional Equality Learning Workshopsand training for Swan and Axis staff.What have you told us?Through the completion of resident profiling (orequality monitoring) questionnaires, we betterunderstand the communities that we serve and thediverse needs of households.Asking you what matters mostFor example we know that:• 45% of heads of households are aged between 26and 45 years old and 8% are over 66 years old.• Nearly 18% of heads of households have adisability, of which the most common disability is amobility impairment.• Nearly 20% of heads of households are from aBlack, Asian, Minority Ethnic (BAME) group.• 64% of heads of households are female.• Christianity and Islam are the most commonreligions amongst heads of household.• Although many residents are still reluctant toprovide information on sexual orientation, Swanwelcomes a lesbian, gay, and bisexual communityin both Essex and London.Improving our services in 2011/2012This year we will be writing a new EqualityScheme that sets out our equality priorities and howwe will deliver them. We will provide fair andsuitable services for residents and customers andtackle the issues that are most important to differentgroups of people in the community. We will alsolook at ways to help people in our neighbourhoodsto get on well together.We have also re-launched our DAFs and haveestablished a new Equality and Diversity ExecutiveGroup to oversee the equality and diversity relatedwork we do.15 Residents’ Annual Report www.swan.org.uk

700th home completed at Forest Gate2Your Home

Quality of HomesService with a smileWe know from surveys and feedback from residentsthat the quality of the homes we provide and howwe maintain them is of great importance.What are we doing?Swan’s Decent Homes PLUS standard ensuresthat your home is maintained and improved abovethe minimum standard set by the Government. Thisinitiative has been developed in partnership withresidents to ensure that your home is safe. We willundertake a full review of your home and include anyworks required into our Repairs and PlannedImprovement programmes. If your home is in needof improvement works we will write to you beforethey start. We will offer you a choice of colours orfinishes when we carry out works to your home. Forfurther information please refer to our DecentHomes PLUS booklet.Fuel Poverty and Affordable Warmth PolicyFuel poverty is simply an inability to afford adequatewarmth. This is defined as having to spend more than10% of your income to achieve satisfactory heating.We will work to reduce fuel poverty by:• Improving the efficiency of our homes.• Providing energy advice and maximising thetake-up of grants.• Telling you about benefits and grants that areavailable.• Providing cost-effective and adequate heatingsystems.• Providing information and raising awareness onenergy consumption.• Minimising the use of pre-payment meters.Going ‘Green’As a key provider of housing we are committed totackling and reducing both the organisation’s CO2emissions and those of our residents. Although wehave measures in place to tackle fuel efficiency (andtherefore fuel poverty) we still need to furthereducate both staff and residents to help reduceoverall CO2 emissions.At the Residents’ Conference 125 ideas wereprovided by residents on how we can reduce ourcarbon footprint. From this feedback we havedeveloped an action plan and this year we willestablish a resident-led ‘Green’ group who will actas green champions, promoting best practice to allother residents. We will provide information throughour website and ‘The Communicator’ to assistresidents in reducing their carbon footprint.17 Residents’ Annual Report www.swan.org.uk

Quality of HomesElectrical upgradesImproved investment in homes:In the 12 months to March 2011 we spent £3million on improving our homes and installed:• 138 kitchens.• 42 bathrooms.• 117 new boilers/central heating systems.We carried out:• Electrical upgrades to 145 homes.• External decorations to 400 homes.• Fire Risk Assessments for all blocks.We spent £718 per property on major repairsand cyclical maintenance.What have you told us?This year has seen a large increase in the number oftenants willing to complete and return theirsatisfaction surveys and these surveys have showna general increase in positive responses fromresidents.91% of you said you were very or fairly satisfied withplanned works that were undertaken.100% of you said you were very or fairly satisfiedwith the assisted decorations that were undertaken.Residents told us that contractors did not alwayswear the shoe protectors provided by Axis. This isnow being addressed.Improving our services in 2011/2012We will:• Ensure all the communal television aerials areready for the digital switchover in 2012.• Continue to undertake stock condition surveys to20% of our homes per year.• Ensure that 1,400 homes have a carbonmonoxide alarm fitted as part of the DecentHomes PLUS Standard.• Complete the first property alterations to alleviateovercrowding.• Develop a series of options and cost appraisalsfor the implementation of a wide range of energyefficiency measures, including using solar panelsto reduce fuel poverty.Aids & adaptationsWe work with Councils to provide an effectiveadaptation service for our tenants. Swan has aspecific budget to undertake these types of worksand in 2010-11 we completed:• 26 walk-in showers.• 28 grab rails and other small works.• 12 stair lift or through floor lift installations.• 66 other types of works to allow residents to stayin their home.97% of all residents who returned the adaptationsquestionnaire said they were very or fairly satisfiedwith the overall works and service received.Meeting target/top performer – keep it upwww.swan.org.uk Residents’ Annual Report 18

Repairs and MaintenanceHow did we do?Performance April 2010 to March 2011Swan Swan Average Top Swan Average TopTarget General Performers Supported Performers10/11 Needs General Needs Housing SupportedTenants Tenants Tenants HousingTenantsGeneral Customer 75% 73% 79% 77% 77%Satisfaction survey 2010% of residents satisfiedwith the way Swan dealswith repairs and maintenance?The above satisfaction survey results come from anannual survey.73% of you said you were very or fairly satisfied withrepairs that were undertaken.• You said that you were not always being keptinformed of repair delays. With Axis’ new repairsystem ROCC, it is now easier to identify anydelays so that we can inform you.• You said there was a delay in getting your repairscompleted as Swan had to authorise the works.We have now increased Axis’ authorisation levelsso that repairs can be carried out more quickly.• You said you were unhappy with the attitude ofsome of the Axis staff. We quality check recordedtelephone calls each month to ensure thattelephone answering meets the standard weexpect and we have taken corrective action wherenecessary.In addition the Residents’ Quality Panel undertake amonthly satisfaction survey, which shows that 95%of residents were satisfied with the repair that wascarried out.What are we doing?You want a ‘Right First Time’ repair servicewhich means:• We arrive on time.• We complete the repair in one visit or where we haveto come back, we do so in a reasonable timescale.• We complete the repair to your satisfaction.We are in the second year of a 14-year partneringcontract with Axis to deliver our repairs service.Kitchen repairsTo keep your home in good repair we offer you:• A 24 hour freephone number to report repairs:0800 783 2768.• The priority of your repair and timescale forcompletion.• A two hour appointment slot.• An emergency out of hours service.• The facility to report repairs through our new tenantportal via the Swan website www.swan.org.ukMeeting target/top performer – keep it upAbove average performer – want to do betterNot meeting target/bottom performer – must do better19 Residents’ Annual Report www.swan.org.uk

Repairs and MaintenanceHow did we do?Performance April 2010 to March 2011Repairs performance jobs completed in targetActual Actual Target Average Top09/10 10/11 10/11 PerformersEmergency 100% 99% 99% 99%Urgent 99% 99% 99% 98%Routine 98% 98% 98% 98%Appointments made and kept 62% 92% 90% 99%Repairs completed at first visit 93% 94% 90% 91%Improvements to our repairs andmaintenance serviceWe have:• Provided an online system for reporting andtracking repairs.• Set up a text messaging service to remind you ofyour repair operative visit.• Reviewed over 100 telephone calls to and fromAxis call centre every month to ensure continuedhigh levels of service.• Provided a two hour time slot for all post repairinspections.From the chart above you will see that we haveimproved our performance from last year.The number of repair requests increased to 21,000in 2010/2011. Over the last 12 months up to March2011 we spent £2.5 million on day to day repairs.The average cost for each job was £101 which is inline with the national average.We spent £457.70 per property on day to dayrepairs and empty properties.Residents’ Quality PanelWe established a Residents’ Quality Panel (RQP) toenhance the strategic partnership with our repairsand maintenance partner, Axis. This Panel enablesresidents to engage and contribute to themonitoring of the service, as well as influence futureimprovements in the delivery of our repairs service.RQP members telephone residents and carry outvisual checks on 10% of repairs each month. Theidea is to find out from residents who have had arepair carried out how satisfied they were with theservice. The RQP gives regular feedback which isdiscussed at monthly meetings with Axis.We use the RQP, Mystery Shopping Panel andinternal and external satisfaction surveys to furtherlook for ways to improve our service. Over the lastyear resident satisfaction from the RQP surveysincreased from 88% to 95%.Our aim for this year is to expand the membershipof the RQP so we can check even more work andachieve an even higher satisfaction rate.“The RQP members look atways to make Swan’s repairservice better by undertakingregular customer satisfaction surveysand quality inspections. Two of thePanel members are now CharteredInstitute of Housing accredited ResidentInspectors. We meet regularly to discussresults and to make recommendations forimprovements. It is really rewarding workand it gives me and other residents a realopportunity to help make Swan’s repairsservice one of the best there is.”Stephen Francis, Chair of the Residents’Quality Panel and member of theEssex Resident Consultative CommitteeMeeting target/top performer – keep it upNot meeting target/bottom performer – must do betterwww.swan.org.uk Residents’ Annual Report 20

Repairs and MaintenanceHealth and safetyGasWe have brought forward our gas safety checks bytwo months so we can make sure we complete thecheck before the current gas safety certificate expires.As part of the gas programme we test smoke alarmsand carbon monoxide detectors.How did we do?Performance April 2010 to March 2011Properties with valid gas safety certificatesActual Actual Target Average Top09/10 10/11 10/11 Performers100% 100% 100% 100%In line with legislation Fire Risk Assessments havebeen carried out at all of our sheltered, high rise flatsand flats with communal facilities.Improving our services in 2011/2012We will:• Have an online portal so that residents canmanage and monitor their own individual repairs.• Use text messaging to confirm appointments andan operative’s attendance.• Produce a user friendly advice leaflet on energysaving ideas.• Improve the process of paying compensation formissed appointments.• Improve Axis’ call handling technique andtelephone manner by introducing a monthly calltakers league table.• Improve telephone callbacks to residents byintroducing callback sheets which are monitoreddaily by the Axis Officer Manager.• Provide operatives with palm top computers tohelp reduce the number of missed appointments.Meeting target/top performer/Local Offer implemented – keep it upLocal Offers updateAppointments made and kept for 93%of repairsWe have made significant progress from last year tokeep appointments made for repairs. This is a keyaction for us to ensure that we get our repairsservice ‘Right First Time’ and is monitored monthlyat our partnering meetings with residents and Axis.Provide an online system for trackingYou can now track progress of your repairthrough our website: www.swan.org.ukDevelop a Decent Homes PLUS Standardfor our homes• We agreed the Decent Homes PLUS Standardwith residents.• Good progress has been made on our stockcondition survey and the fitting of carbonmonoxide alarms.• We offer residents the option to purchaseadditional units when kitchens are renewed.Offer leaseholders the option to purchase anew kitchen when kitchens are renewed intheir areaLeaseholders can choose to purchase a newkitchen under similar cost terms available to Swan.Provide a Rapid Response team on theExmouth EstateFor residents on our Exmouth Estate in TowerHamlets we provide a quicker response forcommunal repairs. We will review the service withthe aim of expanding it to other areas in January2012.Local Offers agreed with residents so farfor 2012/2013• Carry out two inspections of the Axis repairscall centre.• Undertake 1,700 stock condition surveys as partof our Decent Homes PLUS standard.• Ensure 1,400 homes have carbon monoxidealarms fitted.21 Residents’ Annual Report www.swan.org.uk

Regenerating Our EstatesWhat are we doing?Regeneration is more than providing new homes. It isabout working with the community, encouraging youto take the lead so we can create communities thatyou want to live in.Bow Cross – Tower HamletsPhase five of the Bow Cross regeneration scheme willsee the delivery of a further 232 mixed tenure homesover a period of three years. This is the most complexand challenging phase of works on Bow Cross.Works are progressing well and the first handoversare expected in September 2011.We have three tower blocks at Bow Cross, two are inthe process of being refurbished and one has beencompleted.Enjoying their new home on Bow CrossExmouth Estate - Stepney, Tower HamletsThe refurbishment works on the Exmouth Estate arenow complete.Forest Gate - Newham PFIWe started to provide services under the PrivateFinance Initiative (PFI) contract in February 2009.The scheme comprises the following:• 894 rented properties.• 437 leasehold properties.779 homes have been refurbished so far to bring theproperties up to the Decent Homes PLUS Standard.Works are underway to complete the remaininghomes by 2012.Beechwood Village - BasildonIn partnership with Higgins Construction we haveemployed five local apprentices on site. We haveworked with our development partners and the localcommunity to improve the overall design scheme andhave incorporated their comments into a newplanning application for the next phase of the project.We are progressing with the first phase of theregeneration of the Fryerns and Craylands Estate,which will provide the following mix of new homes:• 139 rented homes.• 12 shared ownership homes.• 239 homes for sale.We have let the first 44 new homes for rent and soldfive shared ownership properties.George Ferris, Chair of the LondonResident Consultative CommitteeForest Gate 700th home refurbishmentNew homes at Beechwood Villagewww.swan.org.uk Residents’ Annual Report 22

Regenerating Our EstatesNew development in constructionSolar panels on new propertiesCranes Court - BasildonCranes Court was formerly used by Swan as a foyerand parent and baby accommodation, but as theywere not designed for this purpose we haveprovided a new foyer in Basildon. The site providedan ideal opportunity for Swan to build a Code forSustainable Homes Level 6 scheme.A property which achieves level 6 of the Code forSustainable Homes is “zero carbon”. A zero carbonscheme is one which has no negative impact on theenvironment. All the energy needed will be suppliedwithin the development and be from a renewablesource (for example, using the sun or wind toproduce electricity). In addition to having to produceall the energy it needs, the property may have waterrecycling to reduce the amount of water needed,which will lessen the property’s impact on theenvironment.The key features of the scheme are:• Rainwater harvesting.• Combined heat and power generator.• Whole house ventilation.• “Smart” electric meters.• Triple glazed windows.• 100% Lifetime Homes compliance.• Locally sourced materials.This scheme completes in January 2012 and willprovide 28 homes for rent.The Development and Regeneration Team are ontarget to increase Swan’s housing stock by 5% eachyear. Schemes such as Cambridge Road in Barking,Angel Way in Romford and Peachy House in Ilfordare progressing through planning and will shortly beon site.How did we do?Performance April 2010 to March 2011We completed 99 new homes during the year.Improving our services in 2011/2012We have secured funding from the Homes andCommunities Agency under their 2011/15Affordable Housing Programme to help deliver 1,500homes over the next four years.We will:• Renew our specification of works on ourregeneration sites to ensure that residentfeedback is incorporated into our new designbriefs.23 Residents’ Annual Report www.swan.org.uk

3Your Tenancy

Homes Available to RentWhat are we doing?We aim to let our homes in a fair, transparent andefficient way. We will take into account the needs ofboth existing and potential tenants when developingour letting processes.2010 saw the introduction of HomeKey, which is anonline Choice Based Lettings scheme.There have been a number of benefits as a result ofintroducing HomeKey. These include:• 18% increase in customer satisfaction with thelettings service.• 27% increase in applicants registering for atransfer.• Average re-let time for a home through a transferis down to 14 days.• Reduction of 9% in refusals.• An increase in chain moves resulting in an extra13 moves.• 10 extra family sized homes have becomeavailable for Swan tenants.• Increasing mobility with a 25% increase in out ofborough moves.• Eight households moving out of central London toEssex.• An overall increase of 52% in transfers for Swantenants compared to the previous year.Atelier Court, LondonWe made the best use of available housing• 123 households moved through a mutualexchange.• 11 took advantage of our downsizing scheme andreceived money to move into a smaller home.• 12 adult children of existing tenants movedinto their own home under our allocations policy.• We introduced a scheme to help overcrowdedfamilies with children to manage their space.How did we do?Performance April 2010 to March 2011Time taken to turn around general needsempty homesActual Actual Target Average Top09/10 10/11 10/11 PerformersLondon 15 19 16 24Essex 19 15 16 24Average 17 16 16 24in daysMeeting target/top performer – keep it upNot meeting target/bottom performer – must do better25 Residents’ Annual Report www.swan.org.uk

Homes Available to RentDuring the year 501 homes became available for letting. Of these 292 were existing homes and 209 newlybuilt/refurbished (110 were handed over by Development at the end of the previous financial year).Local AuthorityTotal Noof Lets2% Basildon 170 Braintree 28 Castle Point 5 Chelmsford 6 Colchester 24 Harlow 3 Havering 64 Ipswich 1 Redbridge 16 Rochford 6 Southend 25 Tendring 6 Thurruck 9 Tower Hamlets 129 Uttlesford 9Total 50126%2%1%5%1%3%13%1%5%1%1%6%33%Lettings Satisfaction SurveyEvery summer we survey those on the transfer list to see how good our lettings service is and thenpublish the results in ‘The Communicator’ and on our website www.swan.org.ukIn 2010, 97% of tenants told us they understood their banding, a 13% increase from the previous year.76% were satisfied with the lettings service overall, which is an 18% increase from the previous year.Feedback from residents moving into newly built homes88% of residents moving to a newly built home were satisfied. This is a 4% improvement from theprevious year.www.swan.org.uk Residents’ Annual Report 26

Homes Available to RentWhat have you told us?You said that you would like us to allocate housingto local people. We now highlight some propertieson HomeKey for those with a local connection.Almost 90% of respondents on the transfer list saidthey wanted us to introduce local lettings plans. Wenow introduce plans in agreement with the localcouncil wherever we can.“Swan’s Lettings team have been veryhelpful and have been willing to helpat all times on the phone.”Mrs D, Clacton“I think that Toni Stefano has beenvery helpful and always willing totalk to me or my partner.”Miss B, BasildonImproving our services in 2011/2012We will:• Introduce a cross team Management Panel toassess priority transfer move requests.• Promote the space management scheme toassist those living in overcrowded homes.• Recruit a part time Viewings Officer to streamlineand co-ordinate property viewings.• Reduce refusals by ensuring correct andconsistent advice is given to local authoritynominees.• Create a database of all Swan tenancyagreements past and current with each tenancyrecorded on Universal Housing, our computerdatabase.• Promote local lettings plans on all newdevelopments over 25 homes.• Carry out a review and survey of residents on thetransfer list.Churchview Estate, Basildon, Essex27 Residents’ Annual Report www.swan.org.uk

Homes Availableto RentRentsLocal Offers updateDevelop local lettings plans for our newdevelopmentsWe have developed local lettings plans at BowCross in Tower Hamlets and Oldchurch in Havering.Develop a ‘Space Saver’ scheme that offershome assessments to those living inovercrowded accommodationWe are in the process of carrying out assessmentsof those living in overcrowded accommodation togive advice and where possible, assistance andpractical support. Currently we have offered 25residents space saving furniture and one residenthas accepted our offer.Develop a ‘Keep in Touch’ scheme providingregular contact for those who want itThe pilots for this scheme start in September 2011.We offered five residents an extendedmoving in dateWhen carrying out new tenancy assessments weidentify residents who need extended moving intime. To date we have offered five residents anextended moving in date.Provide a handyperson service for all newsheltered housing tenants within 48 hoursof moving inWe now provide a handyperson service who visitson request.Local Offers agreed with residents so far for2012/2013• Carry out a review of the Space Saver scheme.RentsWhat are we doing?RentsOur challenge is to ensure that our rents areaffordable and the service charges cover the costsof the service you receive. Our rents are set usingGovernment guidelines, taking into account thenumber of bedrooms within your home, value ofyour home and the average wage for your area.The purpose of the guidelines is to harmonise therent charged by social housing providers, so thatthey charge similar rents for similar properties withinthe same area.We have dedicated Income Recovery teams whodeal with account queries and ensure that werecover unpaid debts. If you find yourself in financialdifficulty, the Income Recovery teams can supportyou and help you get the right advice to improveyour financial situation. We are also working inpartnership with Basildon Citizens Advice Bureau(CAB), who work from our Pilgrim House office oneday a week, offering debt advice for Swan residents.You can now view your rent account and makepayments using our online service by going into thetenant portal.Welfare Benefits:Swan provides a free welfare benefits advice serviceand last year the service received 857 referrals andhelped residents claim £905,673. Due to the currenteconomic climate we know that the role of theWelfare Benefit Officers will become even moreimportant.Local Offer implementedwww.swan.org.uk Residents’ Annual Report 28

RentsHow did we do?Performance April 2010 to March 2011Average rentThe rent levels shown below do not include service charges and show the average rent level per propertysize for all properties occupied during 2010/11.Please note these are the most recent comparable figures available.Essex Bedsit 1 Bedroom 2 Bedroom 3 Bedroom 4 BedroomSwan in Essex £61.40 £72.34 £88.59 £101.48 £111.16Swan in Basildon £61.40 £69.02 £87.82 £101.20 £110.72Other Registered Providers £61.56 £72.93 £88.70 £100.06 £109.26in BasildonLondon Bedsit 1 Bedroom 2 Bedroom 3 Bedroom 4 BedroomSwan in London £92.67 £88.78 £102.03 £112.25 £128.14Swan in Tower Hamlets NA £88.11 £101.30 £110.74 £130.36Other Registered Providers £71.46 £83.95 £94.48 £106.87 £120.55in Tower HamletsDuring 2010/11 we significantly reduced the level of rent arrears amongst our general needs homes. Thiswas achieved by working hard with residents to prevent the build up of rent arrears and by providingsupport to those residents who had trouble paying their rent.Rent arrears % Actual 09/10 Actual 10/11 Target 10/11 Average Top Performers% of rent collected 94.2% 101.3% 100% 100%Current rent arrears as a 4.69% 3.73% 4.5% 2.4%% of rent dueMeeting target/top performer – keep it upBelow average performer – must do better29 Residents’ Annual Report www.swan.org.uk

RentsShafique Hamza, Welfare Benefits Officer for LondonA recent survey showed that 89% of youunderstood the rent increase letter. This is anincrease of 6% from last year’s results.We have publicised recent changes to housing andwelfare benefits in ‘The Communicator’ and localnewsletters. We will continue to advise residents offorthcoming changes that might affect them.What have you told us?We set up a Residents’ Income Focus Group to helpidentify ways to improve our service. The group meton a regular basis and made suggestions to improveour website, developed welfare benefit leaflets andreviewed the wording of the arrears letters.Improving our services in 2011/2012We will:• Carry out an annual review into the costs ofincome payment methods.• Promote the benefits that a bank account canoffer.Nicky Kimber, Welfare Benefits Officer for Essex• Increase financial awareness amongst olderresidents.• Work with external agencies to promote financialawareness workshops.• Improve ‘self service’ money and debt advice forour residents, including improving information onour website and developing a guidance note onmoney issues.www.swan.org.uk Residents’ Annual Report 30

Type of TenancyGeneral NeedsBow Cross Estate, Tower HamletsWhat are we doing?We use a range of different types of tenanciesdepending on the type of housing you live in.This year we have revised our tenancy agreementafter consulting with our tenants, to ensure that it iseasy to read and understand.All new tenants moving into our general needshousing are given a starter tenancy which is for aperiod of 12 months. This effectively means they areon probation for a year. As long as a tenant does notcause any nuisance to neighbours and pays their renton time, their tenancy will be converted to an assuredtenancy at the end of the 12 months. We visit startertenants three times in their first year and offerguidance and support on all tenancy matters.In order to prevent illegal sub-letting we operate atenancy audit programme to check the identity ofthose occupying our homes. Every home issurveyed over a five year period.We provide a Floating Support service in Essex andwork with a range of agencies in London to ensurethat you are offered a choice of services to help yousustain your tenancy.How did we do?Performance April 2010 to March 2011We have:• Terminated seven starter tenancies due to badbehaviour by the tenant.• Visited 20% of our properties to carry out tenancyaudits. We recovered three properties due toillegal occupation and a further three are currentlyunder investigation.What have you told us?You want us to tackle illegal sub-letting of ourproperties.Improving our services in 2011/2012We will:• Complete a further 20% of tenancy audits andpublish the overall outcomes in ‘TheCommunicator’.• Increase publicity on the work we do as part ofthe National Fraud Initiative.31 Residents’ Annual Report www.swan.org.uk

Type of TenancySheltered AccommodationAt our two sheltered housing schemes in GreatDunmow and our extra care scheme in Rayleigh wewant our residents to feel safe, be independent andhave the opportunity to get involved in socialactivities.What are we doing?Following the review of our Older Persons’ Serviceresidents emphasised the importance of maintainingtheir health and general wellbeing and their fears ofbecoming socially isolated. It was clear ourresidents wanted more activities. We securedexternal funding to set up a communal IT suite forresidents at Boyescroft and Oakroyd House in GreatDunmow. For many of our residents this was thefirst time they had ever used a computer and theycan now email and use Skype. This has enabledsome residents to keep in touch with their friendsand families who are unable to visit them regularly.This has been a very successful project and anawards ceremony was held to celebrate its success.How did we do?Performance April 2010 to March 2011We have:• Completed the Telecare upgrade at DobsonsHouse, our extra care scheme in Rayleigh, Essex.• Introduced more activities to all schemesincluding chair aerobics and visiting services suchas an optician, chiropodist and hairdresser.• Secured funding to deliver a digital inclusionproject.Resident at Dobsons House, Rayleigh“I thoroughly enjoyed theaerobics and even my husbandTed came along.”Ted and Norma SterryImproving our services in 2011/2012We will:• Start work to upgrade our Telecare systems at thesheltered housing schemes in Great Dunmow,Essex.• Evaluate our present Telecare model to seewhether we can expand our current service tolocal communities.• Increase resident participation and develop morecommunity and intergenerational activities.What have you told us?“I found the aerobics to be excellent as they helped me, particularly withstrengthening under my arms. I also enjoyed the computer training for whichI received a certificate.”Dianne Briggswww.swan.org.uk Residents’ Annual Report 32

Your TenancySupported HousingLiving independently is not always easy and Swan’sSupported Housing team support and empower ourresidents to lead full and active lives independentlyin the community. By providing a more intensivehousing related support service, the team aims tohelp our residents to have a better quality of life bypreventing the problems that can cause vulnerablepeople to:• Become homeless.• Build up debts or rent arrears.• Need hospital treatment or move into care.“I receive supportfrom Donna, mySupported Housing Officer atSwan. Donna helps me withany problems I may have inmy home as well assupporting me to dothe things I wantto do.”Alan Root, Supported Housing Service UserImproving our services in 2011/2012How did we do?We have:Performance April 2010 to March 2011• Involved our residents with learning disabilities tohelp us adapt some of our leaflets into a Makatonformat, which is easier to understand.• Secured additional ‘Foyer Health’ funding fromthe Foyer Federation.Supported Housing for parent and babyMakaton formatWhat have you told us?“My project worker hashelped me learn basicskills that will help me startto live more independentlyin life.”Stephen Hayward, Foyer residentWe will:• Attain Foyer Federation accreditation.• Report and monitor on the success of the repairsservice following its review in 2010.• Deliver safeguarding training to staff to raiseabuse awareness.• Develop a Supported Housing website for ease ofaccess and to promote personalised services.• Implement a central Gateway ‘first point ofcontact’ to allow ease of access to services.• Introduce the Personalisation Agenda to expandon our current services. We will give peoplegreater choice and control over the services weprovide.• Deliver a ‘Hub and Spoke’ service in Uttlesford.We will offer services and facilities to the widercommunity, as well as our residents of shelteredschemes.33 Residents’ Annual Report www.swan.org.uk

Your TenancyLeasehold/shared ownership serviceSwan has over 1,100 long leaseholders and sharedowners.It is a specialised service because of all the differentrights and responsibilities in leases.What are we doing?We have:• Listened to what you told us and changed theformat of the actual and estimated service chargebills to explain clearly how the service charge iscalculated.• Improved the process of producing our actual andestimated service charges.• Reviewed our leaseholder policy.• Reviewed the management and administration feefor leaseholders. This means that leaseholderspay the actual costs for providing a leaseholdservice.• Reviewed our service charge policy so that allpeople who pay service charges, includingassured tenants, receive information that is easierto understand.How did we do?Performance April 2010 to March 2011We have:• Established a Leaseholder Forum which has metthree times, but we need more of you to getinvolved. Please contact your LeaseholdManagement Officer if you are interested injoining.• Achieved a 115% collection rate for leaseholderservice charges.Helping you get on the property ladderWhat have you told us?You want to get more involved with the selectionprocess of new contractors. We now have aleaseholder from the Exmouth Estate, TowerHamlets on our tender panel for the re-tendering ofthe grounds maintenance contracts. They will sit onthe panel selecting the contractor, where the keyconsideration will be delivering value for money anda quality service.Improving our services in 2011/2012We will:• Aim to improve leaseholder satisfaction by 2%.• Implement the recommendations of the ServiceCharge Review to make service chargedocumentation easier to understand.• Work in partnership with Gateway HousingAssociation to mystery shop our services.For more information about the leasehold serviceplease visit our website www.swan.org.ukwww.swan.org.uk Residents’ Annual Report 34

Residents’ Noak BridgeBeautification Project.Image courtesy of residentJan Francis, Noak BridgeYour4Neighbourhood

Where You LiveSwan’s Estate Services TeamWhat are we doing?We have introduced a new neighbourhoodmanagement policy that combines the work we doon estate services and Anti-Social Behaviour.We have recently completed an estate servicesreview with residents to look at the cost of deliveringour service. We are identifying how we can getbetter value for money for the materials we buy.We have an in-house Estate Services team who lookafter communal areas. In some areas, mainly inEssex, external contractors provide the groundsmaintenance service. We are looking at both theway the service is provided in these areas andreviewing our gardening contract in partnership withresidents.Caretaking standards of serviceWe will:• Clean all blocks of flats at least weekly.• Check for abandoned vehicles and remove within21 days.• Remove all graffiti and check for vandalism.• Check communal lighting.• Remove all bulk rubbish.• Inspect for repairs.• Keep noticeboards up to date with cleaningschedules and photographs of staff responsiblefor cleaning, along with contact details.• In the event of heavy frost or a snow fall, sweepand clear pathways from the entrances to blocks.We offer estate inspections at varying times toencourage you to get involved in the monitoring ofyour estate. We ensure that our estates are kept toa high standard and have developed a guide inconsultation with our Resident ConsultativeCommittees that helps us to monitor our standards.This guide has attracted praise and recognition fromother landlords who have adopted many aspects ofthe Swan Estate Services Cleaning StandardsGuide. All residents who receive a cleaning servicefrom us are issued with a pictorial guide.www.swan.org.uk Residents’ Annual Report 36

Where You LiveHow did we do?Performance April 2010 to March 2011The average cost for communal cleaning in flats was£6.62 per week.We use a system of A, B and C to grade ourcaretaking standards.We have:• Carried out 855 estate/block inspections, of theseover 96% attained an A standard.• Ensured that all blocks/estates found to be of anunacceptable standard (less than 0.5%) werebrought back to standard within 24 hours.• Undertaken satisfaction surveys.- 92.5% of residents felt that the internal andexternal cleaning was a good or excellentservice.- 92.3% of our residents felt that our caretakingand cleaning service provides good value formoney.- 80% of estate inspections were attended by aresident.“By attending the estate inspections I amempowered as a resident to get thingsdone as I accompany residents fromother estates on their estate inspections.”Michelle Richards, resident who attendsestate inspectionsWhat have you told us?Details of the Environmental Improvement Fundhave been published in ‘The Communicator’, atlocal resident meetings and at our Residents’Conference. We have £65,000 for the year and arekeen to give residents an opportunity to put forwardideas to improve the areas where they live.Improving our services in 2011/2012We will:• Develop a low cost gardening scheme for olderpersons and those with a disability.• Review the satisfaction of residents living onestates that are not cleaned by our EstateServices team.• Continue to consider requests to install CCTVon estates.Local Offers updateCarry out estate inspections at weekendsand evenings involving residents and otheragencies where requestedNow in place.Set up a low cost gardening scheme forolder persons and those with a disabilityWe will be setting up this scheme once we havere-tendered our gardening contract which will betowards the end of the year.Expand our CCTV serviceWe have installed cameras at Bow Cross andthe Exmouth Estate in Tower Hamlets to increasesecurity as requested by residents.Develop a parking policy for Bow Crossin Tower HamletsThis was approved at the Bow Cross EstateResidents’ Board in September 2011.Local Offer implemented“We sign off the spending of a specialist budget called the “Environmental Improvement Fund”which helps to improve the quality of our estates. We look at all of the applications which youput forward and authorised £30,322 to spend on local areas. Some of the ideas where we havemade a difference to local communities are gardening projects, new security doors and gates,additional lighting for car parks, electronic pigeon deterrents and estate tidy up days.”George Ferris, Chair of the London Resident Consultative Committee37 Residents’ Annual Report www.swan.org.uk

Working TogetherWorking with key partners at community eventsWhat are we doing?We work with our key partners to deliver the bestservice for the communities in and around ourestates.How did we do?Performance April 2010 to March 2011We have:• Continued to work with the local Crime andDisorder Partnerships to tackle Anti-SocialBehaviour.• Arranged for a Credit Union representative to meetresidents signing up for a new home in PriestmanPoint, Bow Cross, Tower Hamlets, to provideinformation about their services.• Worked with Estuary Housing Association todevelop a joint Good Neighbourhood Agreementfor a new development in Havering.• Worked with the Primary Care Trusts to promotehealth and wellbeing at our Supported Housingand Sheltered schemes; offering baby massage,health visitors and visiting chiropodist andopticians.• Worked with Tower Hamlets Council to reviewtheir lettings policy to give more priority for thosewho have waited the longest.• Part funded a Family Intervention Worker in TowerHamlets who worked intensively with a number offamilies in our homes to help them access theservices they needed and to prevent them losingtheir homes.• Agreed local lettings plans with Redbridge andTower Hamlets.Improving our services in 2011/2012We will:• Review how we work in partnership with otheragencies to support vulnerable tenants.• Set up job clubs in partnership with the SwanFoundation.• Work with the Home Improvement Agency toassist people to live independently in their homes.• Work with other landlords to increase the mobilityoptions for Swan tenants.• Continue to play an active role in the East LondonHousing Partnership, which was set up toincrease the quality and availability of housingwithin East London.• Work with the developers of HomeKey to expandthe system and enable reciprocal moves withother landlords.www.swan.org.uk Residents’ Annual Report 38

Anti-Social BehaviourWe know that the bad behaviour of other peoplecan really make life miserable. We have aresponsibility to make sure you do not suffer asa result of Anti-Social Behaviour (ASB) and eachresident has a responsibility to make sure theirbehaviour does not upset others.What are we doing?We have:• Developed an ASB minimum standard pledgewhich everyone signs up to, in partnership withother agencies working in Tower Hamlets.• Developed new information packs with details ofvictim support, hate crime and domestic abuseinformation and support.• Implemented a new IT system for monitoring ASBcases.• Scrutinised the costs spent on ASB through ourValue for Money Panel.• Piloted the use of Good Neighbour Agreementson some of our estates in London and Essex.• Held focus groups on the Exmouth and BowCross Estates in Tower Hamlets to discuss issuesrelating to Anti-Social Behaviour. We will continueto hold focus groups on estates where Anti-SocialBehaviour is an issue.• Installed CCTV on both Bow Cross and theExmouth Estate in Tower Hamlets.• Organised summer play schemes such as theone at Bow Cross and a football tournament inBasildon, Essex.• Purchased equipment to monitor the noise levelsof residents who cause noise nuisance.How did we do?Performance April 2010 to March 2011Satisfaction with our Anti-Social Behaviourservice has increased from 47% in March2010 to 68% in March 2011. We developed a newAnti-Social Behaviour satisfaction survey which wehope will increase the number of returned surveys.Types of ASB reported 2009/10 2010/11Noise 93 79Verbal / Harassment / 40 39Intimidation / ThreateningHate-Related Incidents 21 1Vandalism and Damage 21 4to PropertyPets and Animal Nuisance 21 7Nuisance from Vehicles 5 0Drugs / Substance Misuse / 21 19Drug DealingAlcohol Related 6 2Domestic Abuse 7 8Physical Violence 11 8Litter / Rubbish / 18 7Fly-TippingGarden Nuisance 1 2Misuse of Communal 3 13Area or LoiteringProstitution / Sexual Acts / 2 0Kerb CrawlingCriminal Behaviour / Crime 59 10Total 329 199Action taken to deal with ASB 2009/10 2010/11Early Interventions 228 690Referral to other agencies 56 82including mediationAcceptable Behaviour 40 6Agreements / ContractsLegal Actions 5 17Below average performer – must do better39 Residents’ Annual Report www.swan.org.uk

Anti-Social BehaviourWhat have you told us?“As a resident in the Laindon areaI was experiencing anti-socialbehaviour from young people who usethe park next to my house. I contactedmy Housing Officer who came to see meand we discussed the best way to deal withmy problem. As the problems were at nightwe thought an approach light at the back ofthe house would be the best way to dealwith the problem. Within a couple of daysthe light was installed and now myproblem has gone.”Carol Franklin, resident who sits on the ASBFocus Group and is also a member of theEssex Resident Consultative Committee andthe Essex Regional CommitteeWorking with other organisationsto tackle Anti-Social BehaviourImproving our services in 2011/2012We will:• Review the effectiveness of the out of hoursAnti-Social Behaviour service to establishfrequency of use and value for money.• Implement any changes identified in the new ASBRespect Standard which was launched in June2011.• Review the information on our website aboutAnti-Social Behaviour to ensure it is clear, easy tofind and reflects what residents want to see.• Use the new tools likely to be introduced byGovernment reforms.• Continue to work with the resident Anti-SocialBehaviour focus group to further improve ourservices.Local Offers updateProvide an out of hours service, seven daysa week for reporting ASBWe have provided this service for a year and 116calls have been made to this service. Remember tocall 0800 075 66 99. There is also a new free textnumber 80800 - Get help when you need it most!Provide better feedback through ourwebsite on reports of ASB, including thosemade anonymously to encourage residentsto come forwardOur website has been improved so that you cannow report ASB anonymously. Cases can now betracked on our website.Provide area specific ASB reports to eachResidents’ Association and EstateResidents’ BoardReports are now provided at each meeting.Local Offer implementedwww.swan.org.uk Residents’ Annual Report 40

Value for5Money

How the Money is SpentWhat are we doing?During the year we have spent £122 million onproviding services and building 99 new homes.Performance April 2010 to March 2011How did we do?Each year we undertake a benchmarking exercisewhere we compare our costs and the quality of ourservices against other similar providers to seewhether we provide a good level of service for areasonable cost compared with others. Details ofhow we compare with others are shown in eachsection of the report. This information helps us to dothings better. Our overall aim is to give you the bestvalue for your money for all our services. Theseresults are also published each year in ‘TheCommunicator’.Service charge breakdownDuring 2010/2011 Swan spent nearly £3.3 millionon services provided to homes where a servicecharge is paid.If you are a leaseholder or shared owner you willreceive a detailed breakdown of the costs for yourproperty/block/estate when you receive yourestimated and actual service charge account.If you are a tenant you will receive a breakdown ofthe service charges for your home when you receiveyour annual rent increase notification.2010/11 Swan service chargebreakdown (per £1 on average)How your rent is spent(per £1 on average)13p3p1p19p2p37p14p39p21pKey30pKey Interest paid on bank loans Housing Repairs and management Overheads Resident involvement21p Communal cleaning and gardening Utilities/insurances Communal repairs Health and safety provisions Security/CCTV Otherwww.swan.org.uk Residents’ Annual Report 42

Value for MoneyWhat are we doing?In September 2010 we set up a Residents’ Value forMoney Panel to increase our residents’ role inassessing value for money. We want to fully embedvalue for money across Swan, so we also revampedour Staff Value for Money Panel and agreed newterms of reference.How do you know that you are getting value formoney from Swan?Cost...........per unit.........for the quality............compared with elsewhereHow did we do?Performance April 2010 to March 2011Efficiency savings means we have more money tospend on providing our services.We have:• Introduced fixed prices for legal work to obtainASB injunctions.• Installed tracker devices to all our Estate Servicesvehicles. These were supplied free by theinsurance company. They helped us in routeplanning and will help make savings on fuel.• Completed a Service Charge Review. This hashighlighted a need to change the way we manageour estates where there is a managing agent,giving us more control of the quality of theservices they provide for the money you pay.• Reviewed our contractor for the installation of newPVC double glazed windows and achieved a 5%reduction in costs. We have also improved theenergy efficiency of the windows, which willdirectly benefit residents.• Reviewed internet access by entering into a sevenyear agreement with a specialist internet providerto provide short term internet facilities at some ofour NHS accommodation sites. Only the usagecharges are paid directly by the resident to theservice provider with no cost to Swan.• Introduced a new mobile phone contract for staffsaving approximately £50,000 over the two years.• Supported Housing staff piloted car sharing onvisits to clients to reduce Swan’s carbon footprintand mileage costs.• Housing teams are trialling texting tenants the daybefore pre-arranged visits. We hope to reducethe number of visits missed by tenants, so thatOfficers’ time can be used more effectively oncustomer care.• The Estate Services team now order cleaningmaterials in bulk to reduce costs, so far saving£1,500.43 Residents’ Annual Report www.swan.org.uk

Value for MoneyWhat have you told us?In our annual survey 69% of our residents said theyreceived good value for money for their rent.“The Residents’ Value for Money Panelhas been in place almost a year. Wemeet as a group every two months andover the last 12 months the Panel hasreviewed many different departmentfunctions. The Panel forms part of thegovernance structure of Swan, scrutinisingdepartments on the Value for Moneyprovided for the work they carry out.As the Chair of the Panel and a residentmyself, I would like to assure you that Valuefor Money is not about saving money andproviding low cost alternatives. Value forMoney is about providing the best qualityservice for less cost or providing a betterservice for the same costs.In the past three years residents have helpedSwan choose their repairs partner Axis, approvedthe types of boilers installed in our properties andthe floor coverings for kitchens and bathrooms.Over the next 12 months the Value for MoneyPanel will again be reviewing key areas ofSwan’s business and will consider how serviceshave been improved for residents. We willcontinue to look at new areas and considerhow Swan provides Value for Money for all ofSwan's residents and stakeholders. If youwould like to become a member of the Panelplease contact the Resident Involvementteam for further details on 01277 844242.Swan Housing has a number of suggestionschemes open to both residents and toSwan Officers. I would like to hear yourideas on how Swan can improve thequality of services. I cannot promise thatevery idea will be actioned but I canpromise that every idea will beconsidered and I will endeavour toprovide feedback to you personally.”Darren Coan, Chair of the ResidentValue for Money PanelImproving our services in 2011/2012We will:• Introduce solar panels on the roofs of some of ourhomes. This scheme will directly benefit residentsthrough the provision of free electricity which isgenerated from the solar panels. It will notnecessarily provide all their electricity, but aims toreduce fuel bills by around 40%, saving residentsapproximately £300 per year.• We will renegotiate our contract with Allpay whoprovide our rent cards and direct debits, whichwe anticipate will save £8,000.• Provide regular information to residents on costsand satisfaction with our services.• Report how money is spent on all services in ablock or where a service charge is paid.• Introduce and evaluate a new service chargeestimation procedure.• Simplify service charges statements so that it iseasier to understand the difference betweenestimated and actual service charge.• Compare our costs with other social landlords.Local Offers updateProvide regular information on costs andsatisfaction with our servicesInformation is provided in ‘The Communicator’ andthe Annual Report and to the Resident Value forMoney Panel.Set up an independent resident-ledContractor Monitoring BoardThe Residents’ Quality Panel will be expandedto fulfil this role.Report how money is spent on all servicesin block or where a service charge is paidResidents wanted greater transparency in howservice charges are calculated and apportioned.This has been done as part of the Service ChargeReview and is now included in the estimated andactual service charge accounts.Compare our caretaking costs with othersocial landlords within Tower HamletsThis is is currently being worked on with theassistance of HouseMark and the London Boroughof Tower Hamlets.Local Offer implementedLocal Offer – work under waywww.swan.org.uk Residents’ Annual Report 44

John Elkins, Chair of the Essex RegionalCommittee and Tyson Bunby, Chair of theLondon Regional Committee6Governanceand Finance

Governance and FinanceHow We Are GovernedThe Swan BoardSwan has an experienced Board which includes aResident Board Advisor and a Resident BoardMember. The Board is responsible for the goodgovernance of Swan. This means that the Boardregularly checks how Swan is performing, includinghow it is run and managed. The Board is alsoresponsible for managing risk and growing theorganisation. The Board meets quarterly and issupported by the following Committees:• Service Improvement.• Equality and Diversity.• Audit and Risk.• Finance and Personnel.• London and Essex Regional Committees.There is an annual appraisal of Board and RegionalCommittee Members to identify any skill gaps.Training is then provided.Essex Regional CommitteeLondon Regional Committeewww.swan.org.uk Residents’ Annual Report 46

Governance and FinanceExecutive TeamThe Executive Team are responsible for implementing the strategic decisions taken by the Board.John SynnuckChief ExecutiveMark ThompsonDeputy Chief ExecutiveJamie SmithGroup Finance DirectorMichael RutherfordFinancial Services DirectorSandra FawcettHousing Director LondonMary GibbonsHousing Director EssexTerry BirdDirector of Asset Management47 Residents’ Annual Report www.swan.org.uk

Governance and FinanceSwan’s financesexplainedTurnoverThe income we receive as:• Rent and service charges.• Other income from theproperties we manage.• Sales of shared ownershiphomes.Operating costsOur expenses for managingand repairing our properties, aswell as the running costs of ouroffices and staff.SurplusWe have made a surplus thisyear. This means our incomewas more than our expenses.Last year we made a deficit,our income was less than ourexpenses.Surplus on sale of propertiesThe money we received fromselling homes under the Rightto Buy and other similarschemes, minus the value ofthe properties.Interest payableThe total interest charged onloans, minus the interestreceived on bank deposits.ConsolidatedAll the financial accounts of all theSwan companies added together,with payments between themtaken out.Financial AccountsShow me the moneyEach year we tell you how we are doing financially. These pages arefrom our Financial Statements from 1st April 2010 to 31st March 2011.For the full Financial Statements please visit www.swan.org.ukConsolidated Group Income and Expenditure Account for theyear ended 31st March 20112011 2010£’000 £’000Turnover 76,032 66,259Operating Costs (63,142) (53,016)Operating Surplus 12,890 13,243Surplus/Deficit on sale of properties 729 (22)Interest payable (12,565) (13,735)Surplus/Deficit for the year 1,061 (432)www.swan.org.uk Residents’ Annual Report 48

Governance and FinanceOur finances explainedPropertiesThis is the value of all our homes,offices and garages.Fixed assetsThe value of things that we ownfor longer than a year, like officeequipment, computers andfurniture.Current assetsMoney that people ororganisations owe us. It alsoincludes properties we havedeveloped or are developing forsale.Current liabilitiesMoney that we owe to peopleand organisations that must bepaid in the next year.Net current assetsCurrent assets minus currentliabilities.Long-term loansSo that we could buy our homesfrom the Council in 1994 we tookout loans (like a mortgage). Wehave increased our loans sincethen to build and buy newhomes.Audit ReportThe above table is from ourFinancial Statements, which havebeen audited and signed off byGrant Thornton UK LLP.Consolidated Balance Sheet as at 31 March 20112011 2010£’000 £’000 £’000 £’000Properties 512,639 496,653Other fixed assets 4,873 4,614Total fixed assets 517,512 501,267Current assets 94,388 80,021Current liabilities (36,878) (35,295)Net current assets 57,510 44,726Net assets 575,022 545,993A message from Richard...I hope you enjoyed reading our Annual Report.Every year with your help we show you how we havedone, how well we are doing and what we have stillleft to do.I would like to thank everyone who offered theirsupport in writing this report. What you tell us enablesus to make a real impact to residents’ lives.Please take the time to complete the enclosed survey. This will help usto know what you think of this report and how we can improve it fornext year.Richard Frost, Chair of Swan BoardAll percentages have beenrounded up in this document.49 Residents’ Annual Report www.swan.org.uk

Streamlight development Tower HamletsSpeaking your languageIf you would like someone to explain anything in thisdocument to you, please call us on 0300 303 2500.pKh YJj ßp ßTC FA cTáPoP≤r ßpPTJj FTKa KhT IJkjJPT mqJUqJ TPr KhT fJyPuh~J TPr IJoJPhrPTjJ’JPr ßlJj TrΔjÇISO 9001ISO 14001Swan Housing AssociationPilgrim House, High Street, Billericay, Essex. CM12 9XYPhone 0300 303 2500 www.swan.org.uk