Residents' Annual Report 2010/11 - Swan Housing Association

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