Residents' Annual Report 2010/11 - Swan Housing Association

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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
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 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: Working TogetherWorking with key pa
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

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