Residents' Annual Report 2010/11 - Swan Housing Association

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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
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 and 10: ComplaintsWhat are we doing?We have
Page 11 and 12: Resident InvolvementResident Involv
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: Quality of HomesElectrical upgrades
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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