Residents' Annual Report 2010/11 - Swan Housing Association

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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
Page 1 and 2: Residents’ AnnualReport 2010/11
Page 3 and 4: Bow Cross, Tower HamletsWelcome mes
Page 5 and 6: Swan’s Annual Residents’ Confer
Page 7 and 8: Customer ServiceWhat are we doing f
Page 9: ComplaintsWhat are we doing?We have
Page 13 and 14: Resident InvolvementResident traini
Page 15 and 16: Resident InvolvementWhat have you t
Page 17 and 18: 700th home completed at Forest Gate
Page 19 and 20: Quality of HomesElectrical upgrades
Page 21 and 22: Repairs and MaintenanceHow did we d
Page 23 and 24: Regenerating Our EstatesWhat are we
Page 25 and 26: 3Your Tenancy
Page 27 and 28: Homes Available to RentDuring the y
Page 29 and 30: Homes Availableto RentRentsLocal Of
Page 31 and 32: RentsShafique Hamza, Welfare Benefi
Page 33 and 34: Type of TenancySheltered Accommodat
Page 35 and 36: Your TenancyLeasehold/shared owners
Page 37 and 38: Where You LiveSwan’s Estate Servi
Page 39 and 40: Working TogetherWorking with key pa
Page 41 and 42: Anti-Social BehaviourWhat have you
Page 43 and 44: How the Money is SpentWhat are we d
Page 45 and 46: Value for MoneyWhat have you told u
Page 47 and 48: Governance and FinanceHow We Are Go
Page 49 and 50: Governance and FinanceSwan’s fina
Page 52: Streamlight development Tower Hamle

Residents' Annual Report 2010/11 - Swan Housing Association

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