Residents' Annual Report 2010/11 - Swan Housing Association

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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
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 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: Homes Availableto RentRentsLocal Of
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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