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The Spring 2016 edition of our Residents Newsletter combining all three local editions in one (Essex, London, and Supported Housing)
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WWW.SWAN.ORG.UK | SPRING 2016 | WWW.WEB4RESIDENTS.ORG.UK
THECOMMUNICATOR
5New TenantHandbook
6Residents’ TrainingProgramme
7Award success
yMinisterial Visits
iSwan Rewards
JOIN US ON
11 JUNE - SEE
INSIDE FOR
DETAILS
Welcome
Welcome to the Spring edition of yourCommunicator. As the 2015/2016 financial year comes to an end it is time toreflect on the achievements of the past 12 months. Our annualperformance figures can be found on page 13, so take a lookand please don't hesitate to let us know what you think bycalling us on 0300 303 2500 or emailing us at:[email protected]
In this issue you can read all about SwanFest on 11 June. We are looking forward to meeting you at Barleylands Farmand Craft Village in Essex. Please turn to page 4 to find outhow you can register to join us.
Also in this issue you can find information about the 2016Residents’ Training Programme and, if you follow us on Facebook or Twitter, you will get the most up-to-dateinformation about our exciting family events which will becoming to you this Summer!
Your next Communicator will be delivered to you in Autumn2016, so, if you have any comments or suggestions please call the Communications Team on 01277 844770 or email usat: [email protected]
If you’d like to learn moreabout getting involved atany time, please call theResident Involvement andCommunity DevelopmentTeam on 01277 844242 oremail
Contributors
Beverley Ford Education, Training and Employment Officer
Elaine NavinNeighbourhood ServicesManager
Andrea O'CallaghanHead of Business Improvement and Allocations
Terry BirdGroup Director of Procurement Services
Stephen McCarthyIncome Services Manager
Caroline RichardsonHead of Resident Involvementand Community Development
THE COMMUNICATORPAGES 1/2
Jo March, Editor
On 11 June all residents are invited to come and join usat Barleylands Farm and Craft Village in Essex. We'relooking forward to meeting everyone for a fun-filledday of activities. For more information on how you canregister for this event please visit page 4.
Come and join us at SwanFest!
THE COMMUNICATORPAGES 3/4
Resident reportMeet Swan’s ResidentScrutiny Panel
Hello, I’m Jo Alphous,Chair of Swan’s ScrutinyPanel. The Scrutinypanel includes sixresidents (Julius,Anthony, Hilda, Delia andJennifer) and we aresupported by anindependent mentor,Emma Jackson, whohelps us to be moreeffective andaccountable. Membersof our panel live in avariety of differentproperties in Essex andLondon.
The Panel is always keento meet with and speak toother residents – we reallywant to hear your
comments and feedbackabout Swan! If you havesomething to say, why notcome to see us atSwanFest, 11 June 2016at Barleylands Farm andCraft Village? Yourcomments could make adifference too!
The Scrutiny Panel iscurrently examining howSwan deals with theremoval of dumpedrubbish and graffiti incommunal areas, this alsoincludes communal binareas for blocks of flats.So far, we have scrutinisedperformance information;requested evidence fromSwan; interviewed Jorgen
Dyer, Head of EstateServices and put variousstaff members andprocesses through theirpaces!
After the review, theScrutiny Panel will producea report that containsrecommendationsaddressing any areas ofconcern and suggestservice improvements forimplementation. Thisreport will then be
considered by Swan’sOperations Committee.The Panel will measure thesuccess of this review bymonitoring any value formoney savings, reductionin complaints andincreased satisfactionamongst users of theservice.
Special thanks go toDelia and the otherScrutiny Panel membersfor their hard work.
ResidentInspectors!Are you the sort of personwho notices when thingslook untidy, when floorsneed to be cleaned, gardensneed tending or rubbishcleared? Swan’s ResidentInspectors are a group ofvolunteers who carry outindependent inspections onSwan’s estates and blocks.If you would like moreinformation about how youcan join the team contactDiane Hammond, EstateServices Manager on 0300303 2500 or [email protected]
Residents are at theheart of everythingSwan does andresidents who getinvolved make a realdifference. Their insightis truly priceless andhelps us to improve.Would you like to makea real difference towhere you live or withinyour local community? Ifso, we really want youto be part of our team!
The benefits of gettinginvolved include gainingvaluable experience thatwill help enhance yourCV and helping todecide whereCommunity Grant andEstate ImprovementGrant money is spentand you could helpprojects within your localcommunity. We are alsolooking for residentswho would like to helpscrutinise ourperformance, tell us
how we can improveand help us to shapeour services.
If you have the time tohelp and would like tofind out how you canmake a differenceplease call theResident Involvementand CommunityDevelopment Team on01277 844242 for moreinformation.
Make a difference, get involved!
For more information on getting involved or on how you can join the Scrutiny Panel, please call theResident Involvement and Community Development Team on 01277 844242 or [email protected]
Join us at SwanFest 2016The countdown has begun!
On 11 June 2016, we’re launching abrand new, fresh and excitingapproach to your Annual Residents’Day! Join us for SwanFest 2016, afree, fun-filled day out for everyoneat Barleylands Farm and CraftVillage, one of the top attractions forfamilies in Essex.The day will be jam-packed with livemusic, information stalls, face painting,interactive games and activities andopportunities to learn more about Swanand help us to improve our services foryou!
In addition to all of this, you and yourfamily can also enjoy lunch at TiptreeTea Rooms and all the fun attractions onoffer at Barleylands Farm and CraftVillage – please check out their websitewww.barleylands.co.uk for full details ofall the attractions on offer.
There is plenty of free parking availablefor residents who would like to drivethemselves. Swan will also be providingcoaches for residents and their familiestravelling from London and Essex. Allyou need to do is let us know you areplanning to come and make sure youcome and see us in the InformationBarn where you will receive a lunchvoucher and wristbands that will giveyou access to all of the fun attractionsBarleylands Farm has to offer.
Places are limited so book your place now to avoiddisappointment! Fill out and returnthe form (right) to us at SwanHousing Association, FREEPOSTANG10361, Billericay, CM12 9ZZ;call the Resident Involvement andCommunications Team on 01277844242 or sign up online atwww.web4residents.org.uk/swanfest-2016
Please print all details in this box in BLOCK CAPITALS
Name (s) of adults attending
________________________________________________________________
________________________________________________________________
Number of adults attending ______________________________________
Number of children attending _____________________________________
Address________________________________________________________
________________________________________________________________
Postcode_______________________________________________________
Mobile telephone number ________________________________________
Land Line___________________________________________________Preferred method of contact__________________________________Email address_______________________________________________Any mobility or dietary requirements____________________________________________________________You can also book online at www.web4residents.org.uk/swanfest-2016
THE COMMUNICATORPAGES 5/6
Moving house?
Are you planning to move to a new home? When you move to a new homeit is important to remember that the home you are leaving behind will soonbe a new home for someone else. It costs Swan time and money to repairhomes that are left in a poor state of repair; it also takes longer for anotherfamily to be offered a much-needed home. If you leave your home in apoor state of repair you may be sent a bill after you move to cover the costof putting it right.
If you want to avoid being charged, please take a look at Swan’sRepairs Standards which can be found within the importantdocuments section of your Tenant Handbook. This information can beaccessed via a link on the homepage of www.swan.org.uk TheRepairs Standards document details exactly which minor repairsresidents are responsible for, all other repair and maintenance issuesshould be reported to Axis on 0800 783 2768.
Introducing the new Swan Tenant Handbook
In June 2015, residentswho attended theResidents’ Conferencewere consulted about thenew Swan TenantHandbook. Since then,there has been a lengthyconsultation period,involving both staff andresidents and now we aredelighted that the new,updated handbook hasarrived!
The new handbook isdesigned to include "bite-size” information on thetopics that matter most toyour tenancy and eachsection is easily identified bycoloured tabs andheadings. The handbook isfull of important informationincluding tenant andlandlord rights andresponsibilities.
The handbook is designedto be used as a referencebook and the answers tomany of the most common
queries can be found withinits pages. These include:the best way to contactSwan; the key tenancyconditions (and whathappens if they arebreached); things thatresidents need to askSwan’s permission for andthe importance of homecontents insurance. Thereis also a whole section onrepairs and maintenancethat clearly sets out what isSwan’s responsibility andwhat is a resident’sresponsibility. It also detailshow long a repair shouldtake to be completed.
At the back of thehandbook is a handypocket to store yourtenancy agreement andSwan’s repairs and servicestandards. These standardsclearly explain the serviceyou can expect to receivefrom Swan.
The new Tenancy Handbook will be given to allresidents who sign a new tenancy agreement but, ifyou would like a hard copy of the handbook andservice standards please [email protected] and we will get a copysent to you. It can also be accessed online via a linkon the homepage of www.swan.org.uk (in the dark-blue bar on the right-hand side of the webpage)
Beautify your bin -free bin cleaning forvulnerableresidents!Are you struggling to keep yourwheelie bin clean? Wheelie binscan be difficult to clean, soSwan’s Estate Services Teamoffer a free wheelie bin cleaningservice for elderly and vulnerableresidents. To see if you qualify,to book your bin in for a clean orfor more information please call0300 303 2500 and ask to speakto the Estate Services Team.
Swan is always on thelookout for residents’suggestions for howwe can make ourservices better.Residents’suggestions help usto improve ourbusiness.
Your Big Idea mayalso be useful for usto share with otherresidents and help usto deliver the servicesyou really want.
If you have anysuggestions or ideasdon't delay; sendthem to us today!
Want to win £50 to spend in Argos?Tell us your Big Idea! We will award £50 in Argos vouchers for any ideas that we can use.
So, tell us what you think about how we can:• Improve services;• Offer new services; and• Save money or reduce waste.
All suggestions are considered by ourResident Consultative Committees. Anywe implement will be published in TheCommunicator.
Send us your idea by post usingthis form or online at
web4residents.org.uk or swan.org.uk or by [email protected]
My Big Idea is...
...............................................................................................................................
...............................................................................................................................
...............................................................................................................................
Your name
...............................................................................................................................
Address
...............................................................................................................................
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Return your suggestion slip to:The Customer Feedback
Co-ordinator, Swan HousingAssociation, FREEPOST ANG10361,Billericay CM12 9ZZ
My Big Idea...
Do you want tolearn new skills?
Would you like tounderstand moreabout Swan andSocial Housing?
Do you needsomething to helpyour CV stand outfrom the crowd?
Swan’s free Residents’Training Programme offersall of this and also givesyou the opportunity tomeet new people, buildyour confidence and openup new opportunities!
The training courses areopen to all Swan residents,service users andleaseholders. They cover arange of areas and someare even speciallydesigned to help residentswho would like to getformally involved with us.
2016 Residents’ Training Programme
Qualifications
ConfidenceOpportunities
Life skills
Full details of the courses on offer are available on www.web4residents.org.uk/resident-training-programme-201617 You can register your interest online orfor more information call the Resident Involvement and Community Development Team on 01277 844242
Training courses arescheduled according to demand and at times and locations that suit you.
Swan has been named as one ofthe best Not-for-Profit companiesto work for in the UK. The businesswas ranked at number 63 in theSunday Times 100 Best Not-for-Profit Organisations To Work For.This is based on results of ananonymous staff survey whichwere independently analysed.
“We are proud to be recognisedas one of the best companies towork for in the UK – and to comein at number 63 the first time weenter the Top 100 is a fantasticachievement. We are particularlydelighted that we ranked in theTop 15 Not-for-Profit Companiesin the UK for staff being excitedabout our future.”John Synnuck, Swan’s ChiefExecutive
If you or someone you know is interested in a career at Swan, visit www.swan.org.uk/home/jobs-at-swan/vacancies.aspx for information on the latest vacancies.
Top 100!Swan named as one of the UK’s top 100 Not-for-Profit companies to work for!
THE COMMUNICATORPAGES 7/8
Swan, in partnership withour supplier, Safetybank,scooped the Most InnovativeIT System/App Award at TheHousing Innovation Awards2016. The awards celebrateinnovation in the housingsector. The award, presentedby Wayne Hemingway, wascollected by SandraFawcett, Executive Director -Operations, Terry Bird, GroupDirector of ProcurementServices and Jody Kennedy,the founder of Safetybank.
“We are delighted to winthis award. Swan takes thesafety of both staff andresidents very seriously.Safetybank enables our staffto spend less time onadmin, allowing them toconcentrate on moreimportant tasks.”Sandra Fawcett, ExecutiveDirector – Operations
“We are delighted to onceagain have demonstratedthe value of a winningpartnership between OliveCommunications and SwanHousing Association at theHousing Innovation Awards2016.
Swan has been a greatadvocate of our award-winning products andservices, and this award isa testament to a trulyinsightful and forward-thinking housing providerthat has integratedfantastic IT with servicedelivery to make its supplychain, residents and staffsafer.”Jody Kennedy, Founder,Safetybank
Swan scoops an innovation award!
Swan shortlisted for TPAS Awards!
Swan was shortlisted for twoTPAS Awards held recently atthe London Hilton. Stella,Chair of the LondonResidents’ ConsultativeCommittee was shortlisted inthe Tenant of the Yearcategory and the SwanFoundation’s ConstructionTrades School Project,carried out in partnershipwith Barking and DagenhamCollege, was shortlisted forthe Excellence in
Employment Skills andTraining award.
The TPAS awards celebrateand reward the people, ideasand organisations that shapethe tenant involvement workof tomorrow. Beingshortlisted is a hugeachievement anddemonstrates how Swan iscommitted to involving andsupporting residents asmuch as possible.
THECOMMUNICATORESSEXYour “local” section!
Estate Action DayCedarwood Court, Harlow
THE COMMUNICATOR ESSEXPAGES 9/10
Swan’s Housing and EstateServices Teams wererecently joined by groundsmaintenance contractorNatural Elements UK for anestate action day. Duringthe day, the team carriedout a deep clean of theblocks, cleaned andpolished the floors andcleared the site of allrubbish. Outside the blocksall of the paths and patioareas were jet washed, theflower beds were weededand the hedges trimmed.
“Our recent Action day at Cedarwood Court was agreat success; everyone involved did a veryprofessional job. The work was carried out quickly andefficiently and the site was left looking very clean andtidy. All the staff were extremely polite and helpful. Ourthanks to Vicky, our Neighbourhood Officer, forarranging and organising the whole event."Pam and John, Cedarwood Court residents
Celebratediversity withSwan! Swan is proud tocelebrate and supportall types of diversitywith our residents.Look out for SwanGroup at Essex Pride2016 on Saturday 9July in Central Park,Chelmsford. You canfind out moreinformation andregister for ticketsonline atwww.essexpride.org
Swan will also berepresented by HouseProud at London Pridein the parade takingplace on Saturday 25June. House Proud isa national groupcelebrating bestpractice on LGBTissues in housing. For more informationabout London Pridevisitwww.prideinlondon.org
Both of these eventsare annual celebrationsof LGBT (Lesbian, Gay,Bisexual, Transgender)life for the wholecommunity.
You can follow Swan'sHousing DiversityManager, AnnaWilliams on Twitter:@E&D_Swan
Improving your estate!
The Neighbourhood Teams allhave a small budget availablethat they can use to makethose much needed littleimprovements to the areasyou live in. Recently, smallimprovements have beenmade in Hatfield Heath inHertfordshire and ReubenWalk in Earls Colne.
In Hatfield Heath, lighting wasimproved in the communal binarea to help during the wintermonths.
In Reuben Walk, Earls Colne,a concrete bollard has beeninstalled to stop vehiclescutting over the grassed areain front of a resident’s home.They said:
“Thank you so much for thebollard it’s made such adifference all round”
“The new lighting in the bin area has made a hugedifference. The car park is now welcoming and it ismuch safer. Thank you for being so efficient in enabling this to be done.”A Hatfield Heath resident said.
THECOMMUNICATORLONDONYour “local” section!
Shadow Housing and Planning Ministervisits innovative Blackwall Reach
THE COMMUNICATOR LONDONPAGES 9/10
Shadow Housing and PlanningMinister, John Healey MP metMayor John Biggs, Senior Officersand Councillors at BlackwallReach, as part of a recent visit.The minister was interested tolearn about how the scheme isbeing delivered in partnership withSwan Housing Group and theGreater London Authority.
“We have a growingpopulation and providinghomes and essential servicesis a real challenge. TheBlackwall Reach scheme hasshown what can be achievedwith good partnershipworking and engaging fullywith residents from the start.”John BiggsMayor of Tower Hamlets
“I welcomed the opportunity to hear about how Tower Hamlets Councilare dealing with the housing challenges their residents face. Locally-ledregeneration schemes like Blackwall Reach can revitalise local areasand create new affordable homes. Tower Hamlets is showing whatcouncils can do with limited space but high aspirations.”John Healey MP, Shadow Housing and Planning Minister
Swan is proud to celebrateand support all types ofdiversity with our residents.Swan will be representedby House Proud at LondonPride in the parade takingplace on Saturday 25June. House Proud is anational group celebratingbest practice on LGBTissues in housing. Thisevent is an annual
celebration of LGBT(Lesbian, Gay, Bisexual,Transgender) life for thewhole community.
For more informationabout London Pride visitwww.prideinlondon.org
You can follow Swan'sHousing DiversityManager, Anna Williamson Twitter: @E&D_Swan
Celebrate diversity with Swan!
A new look for Heather Court
“Havering Council arevery pleased to beworking with Swan tojointly develop acollaborative approachto supporting andmeeting the needs of ourvulnerable youngpeople.”Tim Aldridge, AssistantDirector of Children’sServices at HaveringCouncil
Swan is now managingHeather Court, aSupported Housingaccommodation facilityfor young people aged16-25 in the LondonBorough of Havering. We are already making an impact on this schemefollowing an action daywhere we gave it a newlook!
In just seven hours, twentystaff from Swan’s EstateServices Team (who all gaveup their free time to make adifference to the youngresidents) gave the buildinga deep clean and repaintedit using paint donated bySwan’s suppliers.
The team used 1km ofmasking tape, 71 litres ofpaint and removed 1.4tonnes of rubbish includingfive shopping trolleys! Theyparticularly focused oncreating a fresh feeling inthe communal areas, toencourage the youngpeople to make use of
these facilities. The teameven managed to get oursuppliers to donate a new50inch TV for thecommunal lounge.
“We are looking forwardto working with the youngpeople who live atHeather Court. We plan tofurther develop theservices offered there tobetter meet their needs,build their aspirations andhelp them to leadsuccessful, independentlives.
Our long-term goal is totransform this schemeinto an accredited FoyerFederation service, whichwill deliver life-changingsupport to the youngpeople who live there.”Sandra Fawcett, Swan’sExecutive Director -Operations
THECOMMUNICATORSUPPORTED HOUSINGYour “local” section!
A year here!
Swan’s Foyers recentlyparticipated in theinnovative Year HerePostgraduate SocialLeadership Programme.Rachel Smith joined Foyerstaff as a Project Workerand worked with residentsto set up a socialenterprise project.
Residents said that theywould like to be able to
purchase small quantities ofitems usually sold in largerpackages, such as nappiesand toilet rolls, so that theydon’t have to pay for largerquantities fromconvenience stores whenthey run short.
Rachel helped them to setup the shop, working outwhat items to stock andsupporting the residents to
set their prices, so that theymake a small profit on theitems that are sold, whichcan be reinvested in theshop, whilst ensuring thestock isn’t priced so high itdoesn’t sell.
The shop has been a realsuccess and is now opento the wider communitysurrounding DovecottHouse.
Swan's two Foyers recentlycompleted their third yearworking with the Ford MotorCompany on a project todevelop the young people’semployability skills.
As part of the latestproject, the residentsproduced a piece ofartwork for Ford’sEuropean Head Officein Warley, Essex.
The artwork celebrates the50th anniversary of the Ford Transit van and
also the introduction of theFord Mustang to the UK.
They were supported by alocal artist who visited theFoyers every week giving theyoung people an opportunityto learn more about art andhow they can get their ownartwork exhibited.
The artwork was unveiled atan event attended by AndyBarrett, Managing Director ofFord Britain, Ford staff andFoyer staff who wereinvolved in the project and
the young artists whocreated it. Following theunveiling ceremony the
young people attended acelebratory lunch.
Foyer residents have artwork displayed at Ford Motor Company
THE COMMUNICATOR SUPPORTED HOUSINGPAGES 9/10
A new look for Heather Court
“Havering Council arevery pleased to beworking with Swan tojointly develop acollaborative approach tosupporting and meetingthe needs of ourvulnerable young people.”Tim Aldridge, AssistantDirector of Children’sServices at HaveringCouncil
Swan is now managingHeather Court, aSupported Housingaccommodation facilityfor young people aged16-25 in the LondonBorough of Havering. We are already making an impact on this schemefollowing an action daywhere we gave it a newlook!
In just seven hours, twentystaff from Swan’s EstateServices Team (who all gaveup their free time to make adifference to the youngresidents) gave the buildinga deep clean and repaintedit using paint donated bySwan’s suppliers.
The team used 1km ofmasking tape, 71 litres ofpaint and removed 1.4tonnes of rubbish includingfive shopping trolleys! Theyparticularly focused oncreating a fresh feeling inthe communal areas, toencourage the youngpeople to make use of
these facilities. The teameven managed to get oursuppliers to donate a new50inch TV for thecommunal lounge.
“We are looking forwardto working with the youngpeople who live atHeather Court. We plan tofurther develop theservices offered there tobetter meet their needs,build their aspirations andhelp them to leadsuccessful, independentlives.
Our long-term goal is totransform this schemeinto an accredited FoyerFederation service, whichwill deliver life-changingsupport to the youngpeople who live there.”Sandra Fawcett, Swan’sExecutive Director -Operations
THE COMMUNICATORPAGES 11/12
CustomerAccessProjectWe would like tothank all of theresidents who tookpart in the CustomerAccess Survey whichstarted in July 2015.
350questionnaireresponses werereceived!
Key findings from thesurvey indicate that:
77%of our residents haveaccess to the internet,ranging from
62%for those aged 65 or over to
90%for residents 45and under.
This information isnow being used tohelp Swan improvethe online servicesavailable toresidents.
Congratulations toMiss M fromBasildon who won aKindle Fire HD and a£20 Amazon voucherfor completing thesurvey!
Welfare Reform UpdateApril 2016 changes to benefits
As you know, in recentyears there have beenmany changes to Benefitsand Tax Credits. Thefollowing changes arebeing introduced fromApril 2016:
Backdated claims forHousing BenefitFrom April 2016, HousingBenefit claims can only bebackdated for a maximumof four weeks if you are ofworking age. This isreduced from six months. Itis now even more importantthat you make your claim ortell Housing Benefit of anychange in yourcircumstances immediately.If you don’t, you may missout on benefit that youcould have been entitled to.
Extended trips andholidaysFrom April 2016 you canonly receive Housing Benefitfor a maximum of fourweeks while you are awayfrom home. Previously thiswas up to 13 weeks. It isimportant to consider thiswhen you make any futuretravel plans. You may beentitled to Housing Benefitfor longer in limitedcircumstances.
Universal CreditThe roll out of UniversalCredit is continuing acrossthe country and you may beinvited to apply if youbecome unemployed. Youwill only be required to applyif you are below pensioncredit age and meet the
eligibility conditions. Thereare a number ofcircumstances where youwill continue to claimJobseeker’s Allowance oranother benefit. If you areunsure as to which benefityou should be claiming, theWelfare Benefits Team canprovide you with advice andsupport.
Benefit ratesThe main rates of workingage benefits will be frozen forfour years from April 2016.
If you have any queries orthink that you may beaffected by any of thesechanges then pleasecontact your WelfareBenefit Officer on 0300 303 2500 for furtherinformation.
Young people living in Swan House Foyercooked up a storm at the first Food-WasteBuster Cookery Club held as part ofSwan’s annual Sustainability Week. Theytook part in food hygiene and mealplanning sessions and were taught howto cook a selection of simple, low-costand healthy recipes that require minimaltime and equipment to prepare. They alsoreceived lots of tips on how they canmake the most of their leftovers,including how to make fancy crisps fromtheir vegetable peelings!
“I really liked learning how to make thefood and smoothies! Also, it was greatto learn how to re-use waste like thecarrot peelings and make them intocrisps!”Tamera, resident Swan House Foyer
“Equipping residents and staff withskills to prepare healthy, cost-effectivemeals and teaching them how theycan make the most of their leftoversenables them to lead more sustainablelives. Swan’s Sustainability Week isabout committing to small changesthat can have an impact on eachindividual and collectively make a bigdifference!”Sandra FawcettExecutive Director - Operations
The Food-Waste Buster Cookery Club atSwan’s Foyer in Basildon is one of 20pilot schemes funded by the Children’sFood Trust.
“What a fantastic launch event forSwan’s Food-Waste Buster CookeryClubs. There’s nothing more satisfyingthan knowing how to make tasty, lowcost meals from scratch and how toavoid wasting food into the bargain.Crucially, the skills these clubs arepassing on will help Essex familiessave money by making the food theybuy go further.”Liz Thrussell, TrainerChildren’s Food Trust
The chefs will be on hand at SwanFest2016, so come along to find out more!
Swan Foyer residentsget cooking!
Repairs duringschool holidays -Don’t miss out!At Swan we know that youlike to schedule non-urgent repairs to yourhome during the schoolholidays because Axisregularly receive more callsduring these times. So, ifyou would like to schedulea repair during the schoolholidays, please contactAxis at least two weeksbefore so that your repaircan be booked in for adate and time convenientto you. Don't leave it to thestart of the holidays tobook as we may not beable to fit you in.
Help us to keepyour lift working!Do you have a lift whereyou live? At Swan we wantto make sure it is kept ingood order as weunderstand how frustratingit is when they break down.Here are some tips to helpminimise breakdowns:
1Please report anythingthat is unusual about
the lift, however minor. Wewant to know if it is makingan odd noise or something isbroken – call Axis on 0800 783 2768.
2Be patient – if the lift isfull please don’t
overload it.
3Accompany childrenand keep pets on a
lead. A lift is not aplayground!
4If the lift ever breaksdown with you inside
press the alarm button andwait for the emergencyresponse. Please don’tattempt to get out yourself.
Repairs completed in target (Target 99%)
93%People
their last repair service (Target 91%)
233 compliments received
Current arrears as a % of rent due(Target 2.6%)
Stage 1 complaints responded to within 10 working days (Target 98%)
Properties with a valid gas safety
(Target 100%)
People
the complaints procedure(Target 78%)
Repair appointments that were kept(Target 96%)
how their ASB report was dealt with(Target 72%)
��
Average number of days to re-let an empty home(Target 16 days)
15d 99% 96% 100%Stage 1
100%
217 complaints received
75% 233 217 73% 2.6% 89%
arg
our lettings service(Target 88%)
overall service(Target 80%)
83% 84%overall quality of home (Target 84%)
86% 75%with the repairs service (Target 75%)
Listen to your views and act upon them (Target 64% )
68% 84%with their neighbourhood (Target 80%)
How did we do?April 2015 - March 2016
THE COMMUNICATORPAGES 13/14
Anti-social behaviour (ASB) EvictionsCase Studies
At Swan we want all of ourresidents to feel safe andwe take all reports of ASBvery seriously. We rely onresidents to report incidentsof ASB to us so, if youexperience a problem,please call yourNeighbourhood Officer on0300 303 2500.
We have recently workedhard to resolve these twocases:
Case 2A resident was disturbing and intimidating neighbourswith loud music and rowdy behaviour. After receivingcomplaints, Swan issued warnings and, after thesewere ignored, began proceedings to obtain aninjunction. Whilst Swan was awaiting a court date,Basildon Council’s Environmental Health Departmentvisited the property. The officer witnessed the loudmusic and served an Abatement Notice. Once thiswas served, Swan reviewed the case and applied fora Possession Order. This was granted in November2015 and the tenant was evicted in January 2016.
Case 1In a block of flats a resident, with a known involvementwith Class A drugs, was having lots of visitors who werecausing a disturbance to the neighbours. After receivingreports from neighbours that the flat was being used todeal drugs, Swan made a report to the police whoconfirmed their suspicions. Neighbours wereencouraged to report all incidents to Crimestoppers orthe police so they could gather evidence. In August2015, the police raided the property and made arrests.Immediately following this Swan applied for a possessionorder which was granted in November 2015. The tenantwas evicted in January 2016 and the residents living inthe block have told us that the block has now returnedto being the lovely, clean, quiet block it was before.
THE COMMUNICATORPAGES 15/16
Two Government Ministers visit theLaindon Shopping Centre
The Laindon ShoppingCentre, purchased bySwan Housing Group inMay 2015, has recentlyreceived visits from twoGovernment Ministerskeen to learn about thelong-awaitedregeneration plans.
First the Rt Hon MarkFrancois MP, Minister ofState for Communities andResilience met Swan'sChief Executive Officer,John Synnuck, and LukeRiley, Swan's ProjectDirector of Developmentand Regeneration. Hetoured the shopping centreand learnt about Swan'splans for theredevelopment.
A few weeks later, theSecretary of State forCommunities and LocalGovernment, the Rt HonGreg Clark MP also visitedthe shopping centre tohear about the work Swanis doing. After learningabout Swan's plans tobring a traditional HighStreet back to Laindon, hesaid:
"I was very impressedby what Swan had tosay on this, as theywould be looking to doit in phases so thatbusinesses won’t bedisrupted... They’reshowing care and theway they are doing it isimpressive.”
"I've met with Swan HousingAssociation, with thehope that the LaindonShopping Centre canbe the jewel in thecrown for theregeneration of thearea, turning around itslegacy of delay anddisapointment. I'mencouraged thatpreliminary work hasalready started andwould urge Swan topress ahead with theirexciting plans."
The Rt Hon MarkFrancois MP, Minister ofState for Communitiesand Resilience
The Laindon ShoppingCentre is surrounded byabout 1500 Swan homes.It is a long-neglected retailarea in need ofregeneration. Since takingownership of the site, Swanhave worked to improvethe customer experienceby clearing a pigeoninfestation, clippingovergrown trees, improvingthe car park, upgrading thelighting and erecting newhoardings. Behind thescenes, Swan has alsobeen developing viableplans for the regeneration,canvassing over 170 localpeople and holdingworkshops with residentsand local stakeholders in
order to establish a clearvision for theredevelopment of theshopping centre whichmeets the needs of thecommunity.
Swan is currentlydeveloping draft planswhich will be presented forpublic consultation in June.Following the publicconsultation period, Swanhopes to submit finalisedplans to Basildon BoroughCouncil's PlanningCommittee in September. Itis currently expected thatwork on the new HighStreet will begin in late 2017.
“We were delighted to beable to welcomeSecretary of State GregClark MP and MarkFrancois MP to Laindon,and to share with themour exciting plans to bringabout this long overdueregeneration. As alongstanding locallandlord with hundreds ofhomes surrounding theLaindon Centre, Swan iscommitted to bringingnew shops, facilities andexemplary homes toLaindon and we welcomethe Ministers' support forthis much neededregeneration."
John Synnuck, Swan’s Chief Executive
If you qualify just answer the questions and cut out the coupon for each prize you wish to be entered for.Then post all entries in ONE envelope to: Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ or email us at [email protected] quoting 'Swan Reward Scheme competition’ with youranswers, name and address. Winners may be asked to appear in the next edition of The Communicator.
Swan RewardsOur way of saying thank you
THE COMMUNICATORPAGES 17/18
Here is your chance to win some fabulous prizes as part ofthe Swan Reward Scheme. Please check that you qualifyby visiting www.web4residents.org.uk/help-and-faqs/swan-reward-scheme and then just choose which of these greatprizes you would like to win. The closing date for entries is30 June 2016.
Philips 32inch TVWhat sweet food is made by beesusing nectar from flowers?
nnJam nnHoney nnMarmalade
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
Nintendo 3DS XLwith Animal CrossingWhat is the name of the fairy inPeter Pan?
nnTinkerbell nnWendy nnSusan
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
Toshiba laptopWhat is the capital of England?
nnLondon nnEssex nnBasildon
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
£100 decoratingvoucherWhat colour medal does the winnerreceive at the Olympics?
nnGold nnSilver nnBronze
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
£100 Argos VoucherIn which country will the 2016Olympics be held?
nnBrazil nnChina nn India
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
Images are for illustrative purposes only and prizes may vary
Morphy RichardsMicrowaveHow many days are there in afortnight?
nn10 nn12 nn14
Name .........................................................................
Address....................................................................
.........................................................................................
Phone no. ..............................................................
When you have found allten, cut out your entry andreturn with your name, ageand address to Jo March,Swan Housing Association,FREEPOST ANG 1036Entries will be drawn on 30 June 2016.
This competition is onlyopen to Swan residentsaged 16 or under.
Your Name
..............................................................................................................................
Your age
..............................................................................................................................
Address
..............................................................................................................................
..............................................................................................................................
..............................................................................................................................
ChristmazewinnersWinner - £10 Argos VoucherBilly-Ann, Age 7, Laindon, Essex
Runners up - Swan colouring book
Evan, Age 10, Basildon, Essex
Billy, Age 8, Harlow, Essex
The funnyzone!Why did the golferhave an extra pair oftrousers?In case he got a hole in one!
Why are penguinsgood race drivers?Because they'realways in the poleposition!
What animal is goodat cricket?A bat!
What race is never run?A swimming race
What can you servebut never eat?A tennis ball!
What is a boxer'sfavourite drink?Punch!
KIDS’ ZONERio Olympic Word Search
There are ten hidden Olympic sports tofind; hurdles, javelin, discus, rowing,archery, diving, boxing, gymnastics,swimming and triathlon.Find all ten and you could win a £10Argos Voucher. The two runners up willwin a Kids’ Zone Activity Book.
In your language
Please call 0300 303 2500if you would likesomeone to explain anyof these articles to you.
Polish
Somali
Punjabi
Bengali
Arabic
Urdu
Swan HousingAssociation
Head Office:Pilgrim HouseBillericayEssexCM12 9XY
All our offices are openMonday - Thursday9.00am - 5.15pm
Friday 9.00am - 5.00pm
Tel: 0300 303 2500
Repairs: 0800 783 2768or 020 3597 2067 from amobile (24 hrs a day)
Email: [email protected]
Online: www.swan.org.uk
For details of other ways toreport a repair, make acomplaint or complimentand how to contact us bytext please visit the Swanwebsite.
Swan HAwww.swan.org.uk@swanhousing
Hera ManagementServiceswww.heramanagement-services.co.uk@heramanagement
Vivo Supportwww.vivosupport.co.uk@vivosupport
NU livingwww.nuliving.co.uk@nulivinghomes
Swan Foundationwww.swanfoundation.org.uk@swanfoundation
Compliments
About our housing
management service…
"Thank you for your help and assistance;
you replied within a couple of hours of my
voicemail and addressed my request then
and there. Thank you again for your out-
standing, courteous and timely service."
Ms T, Tower Hamlets
About our repairs service..."I would like to pay acompliment to the Gasengineer for his fast response in getting my water and heating back on."
Mr S, Romford
About our supported
housing service...
"I think my Supported
Housing Officer is fantastic
at what she does and I think
Swan are great too."
Miss P, Basildon
