the communicator - autumn 2013

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THE COMMUNICATOR 7 Scrutiny Panel. Apply now! w Your Local News i Training with Swan f Fire Safety j STARCARD Competitions WWW.SWAN.ORG.UK | AUTUMN 2013 | WWW.WEB4RESIDENTS.ORG.UK

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Our quarterly resident's newsletter, containing sections for London Essex, and Supported Housing

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THECOMMUNICATOR

7Scrutiny Panel.Apply now!

wYour Local News

iTraining withSwan

fFire Safety

jSTARCARDCompetitions

WWW.SWAN.ORG.UK | AUTUMN 2013 | WWW.WEB4RESIDENTS.ORG.UK

Welcome

I would like to welcome you all to the first editionof our new look Communicator. We presented thenew design at our Residents’ Day in June andreceived great feedback from residents. We aredelighted with its fresh, new look and hope youwill be too! If you have any comments on ourredesign, or would like to get involved shapingeach edition from the comfort of your own home,please email me at [email protected] theme of this issue is ‘More than just a Landlord’ aswe wanted to highlight the additional support Swan putsinto place for our residents. Whether it’s giving residentsa say in our services; providing you with training andpersonal development opportunities; or supporting localevents and activities, we hope this edition will give you aclearer picture of all that Swan has to offer.

Listening to you, our readers, we’ve learnt that it isimportant for you to have more news about your local area.With this in mind, we’ve produced a new “Local Section”(which you will find in the centre of the magazine) – if thereis something you’d like to see featured in this sectionplease email me.

Finally, following the completion of Swan’s Governancereview, we have exciting new ways for you to get involvedwith Swan - please take a look at the article on page 6 tofind out more.

If you’d like to learn more about getting involved atany time, please call the Resident Involvement and

Communications Team 01277 844242 or email

[email protected]

THE COMMUNICATORPAGES 1/2

Contributors

Kari-ann WaldonResident InvolvementOfficer

Hannah MarshResearch andDevelopment Manager

Morna ChitiyoService UserInvolvement Officer

Samantha WaitHead of ResidentInvolvement andCommunications

Jorgen DyerHead of EstateServices

Stephen McCarthyIncome ServicesManager

Elaine NavinNeighbourhoodServices Manager

Lucy KeaufflingWelfare BenefitsOfficer

Mathew ClarkeRegional HousingManger

Nicholas KyprianouHead of Partnershipand Compliance

Jo March Editor

A day in thelife...

Did you know thatSwan’s Estate Servicesteam use a newdisposable mop headevery day to clean thefloors of the communalareas of our blocks andestates? I learnt this andmany other interestingthings when I spent a dayon the road with them.

Find out more on page 22

Swan wants everyone tofeel safe and secure intheir homes. We take allreports of anti-socialbehaviour (ASB) seriouslyand work hard to supportresidents who areaffected. Due to the natureof this work, however, itis not often that we getthe opportunity to reportdirectly on cases we’veresolved.

In this issue, one of ourresidents has agreed toshare their experience ofASB, to show how Swandoes help. All names in thisstory have been changed,to protect the identities ofeveryone involved.

In October 2012 Swantenant, Mrs Brown,contacted theNeighbourhood ServicesTeam on 0300 303 2500 toreport a case of ASB. Herfamily had been threatenedby a man known to beinvolved in criminal activitieson her estate. The culprit,Mr Green, was not a Swan

tenant or even a residenton the estate; however hewas often seen there as hevisited his friends and family.

Mrs Brown contacted thePolice about the threats toher and her family. Theyconfirmed that Mr Greenwas known to them and thatthey considered him to be‘a violent and intimidatingindividual who is capable ofcarrying out these threats’.Mrs Brown also reportedher experience of anti-social behaviour to Swan.

Swan immediately set towork. Our repairs partner,Axis, increased the securityon Mrs Brown’s home bymaking a number ofchanges, including the fittingof a fire-proof letterbox.Within just three days of MrsBrown reporting the incident

to Swan, we had obtainedan Emergency Injunctionpreventing Mr Greenstepping foot on the estate.

In the months that followed,Mr Green breached his CourtOrder several times byentering the estate. Each timethe breach was reported,he was arrested and returnedto court. In June 2013,after breaching his CourtOrder for a third time, MrGreen was sentenced to28 days in prison.

We encourage all our residents to

report incidences ofthreatening or anti-socialbehaviour to yourNeighbourhood ServicesTeam on 0300 303 2500during office hours on0800 075 6699 out ofhours.

ASB facts and figures244cases of Anti-SocialBehaviour werereported to Swanbetween April 2012and March 2013.

32%of the ASBcomplaints that werereported were due toexcessive noise.

84%of all the casesreported to us wereresolved using arange of actionsincluding:

• Mediation

• Working inpartnership withother agencies andsupport providers

• Warning letters

• Starting legalaction to recoverproperty

1repossession due tothe Anti-SocialBehaviour of thetenant.

Real life storyASB success for Swan

THE COMMUNICATORPAGES 3/4

“Swan were really helpful and I felt supported throughoutthe whole process, I think that even though it was quitescary [going to court], it was worth it as the injunctionhas worked. I would recommend others who are havingsimilar issues to consider going down this route”Mrs Brown

Swan Foundation launches a basketball star!

A Bow Cross schoolboy,supported by a SwanFoundation fundedproject, has beenselected by Newham AllStar Sports Academy(NASSA) coaches to playin their national under-15basketball squad.

Khonde, a resident of BowCross was first spotted byNASSA when he displayedan inspirational set of skillsduring a ‘Shoot a Hoop’session delivered byNASSA as part of a projectfunded by SwanFoundation. He nowregularly travels to NASSAheadquarters to train withthe rest of the team andcompetes verysuccessfully in nationalcompetitions.

NASSA is a sport basedcharity founded inNewham. SwanFoundation has supportedtheir projects for threeyears. This funding hasenabled them to also offerprojects in Tower Hamletsallowing more youngpeople, like Khonde, to trynew sports.

This isn’t the NASSAprogramme’s onlysuccess! In addition toworking with Swanresident Khonde, NASSAhave also supported SamKato who representedEngland in the Under 13’s Basketball Squad.Sam is from CanningTown. He was spotted byEngland national teamcoaches and has played in matches againstScotland and Croatia.

Health, Wellbeing andSport is one of the SwanFoundation's key prioritiesas participating in physicalactivity is proven toimprove health and fitness.This can lead to bettermental and socialwellbeing, relieving stressrelated illnesses andincreasing confidence.

If you would like toknow more about

projects like this andwhat is being plannednear you, please contactyour local neighbourhoodofficer or Perryn Jasper,Swan Foundation ProjectManager on 01277 844 753or 07921 067854

or [email protected]

Get the digital edition

To receive anelectronic copy of

The Communicatorplease send an emailto [email protected] your details.

Digital editions ofThe Communicator

can be downloaded atwww.web4residents.org.uk

“Regular participation insport not only improveshealth and fitness but alsocontributes to your mentaland social well-being;increases confidence andrelieves stress/tension andso helps to reduce stressrelated illness”

Resident’s suggestions

Swan is always on thelookout for resident’ssuggestions for how wecan make our servicesbetter. Resident’ssuggestions have helpedus decide on what our“Local Offers” are andalso help us to improveour business.

The suggestions help usshare useful informationwith other residents,such as the suggestionin the article below,which came from aresident.

If you have anysuggestions or ideasdon't delay; send themto us today!

Ms K suggested that weshould find a way forresidents to share leftover paint and wallpaperrather than it going towaste or sitting ingarages.

This is a fantastic idea andone that would reallysupport our SustainabilityAgenda too. Swan doesn’thave the facilities to offerthis sort of scheme itselfbut we think this is such agreat idea we have lookedinto what facilities areavailable and foundCommunity RePaint. Thisis a network of local

schemes which collectsome of the 50 million litresof paint left over each yearin the UK and make itavailable at a low cost tofamilies and individuals inneed and to communitygroups and charities.2013 is their 20thAnniversary!

If you don’t live near aCommunity RePaintscheme, you can tryadvertising any unwantedpaint and, indeedwallpaper, on freecycle or offer it to neighbours, local charities orcommunity groups.

To find out how youcan either donate

left over paint or to gethold of paint for yourhome or communitygroup, check out theirwebsite atwww.communityrepaint.org.uk

or call the ResidentInvolvement and

Communications Teamon 01277 844242 formore information.

This edition’s winning resident’s suggestion: paint recycling

Want to win £50 to spend in Argos?Got an idea on how you think we can improve our services? Then let us know. We will award £50 on yourSTARCARD 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 using this form or online at

web4residents.org.uk or swan.org.uk or by [email protected]

Your suggestion

................................................................................................................................

................................................................................................................................

................................................................................................................................

................................................................................................................................

Your name

................................................................................................................................

Address

................................................................................................................................

................................................................................................................................

................................................................................................................................

Return your suggestion slip to:The Customer Feedback

Co-ordinator, Swan HousingAssociation, FREEPOST ANG10361,Billericay CM12 9ZZ

THE COMMUNICATORPAGES 5/6

Swan’s Governance Review: Feedback

We are extremelygrateful to all thoseresidents who providedfeedback during ourrecent GovernanceReview. We wrote to allresidents with details ofthe proposed changes toour structure including asmaller Board,supported by a revisedcommittee structurewhich introduced a new“Operations Committee”focusing on all the keyhousing and operationalservices that Swanprovides. Other changesproposed included thecreation of a newScrutiny Panel and anenhanced RegionalConsultative Committee(RCC) Structure andmore “virtual” ways toget involved.

We received a good levelof response fromresidents, mostly viafreepost (althoughresidents did use theonline option and alsodownloaded the formsfrom Web4Residents). Wewere also able to use ourtext messaging service toremind involved residentsto have their say, whichworked well.

Overall the residents whoresponded felt thestructure was a positivedevelopment, with asimpler structure and aclear purpose focusing onthe scrutiny of Swan. Theywere positive about thenew Scrutiny Panel andthe increased options forinvolvement. Residentsdid tell us that they would

need to be supported inthe new structure andwere concerned that weensure the enhancedRCC’s kept the focus onregional issues, now thatthe Regional Committeeswould no longer exist.We have listened to thisfeedback and will ensurethat a full training andsupport programme is inplace and will work withthe Chairs of the RCC’s to

ensure the regional focuscontinues.

We are now delighted toconfirm that we arerecruiting for residents tojoin the new Scrutiny Panel.Why not think about gettinginvolved? See our add onpage 7. We will be recruitingto the new OperationsCommittee in the Autumnand will write to you againwith further information.

STARCARDwinnersD Jeremy fromBasildon won an iPod

J Hurlock fromBasildon won a Vax

C Devey fromChadwell Heath won a WII

G Sykes fromDunmow won a cooker

S Audhali fromLondon won a TV

M Chaplin fromShoeburyness and M Begum fromLondon won £100 ontheir STARCARD

Recent residentsatisfaction surveys showthat Swan and our repairspartners Axis are providinga good service. However,we want to provide youwith an excellent serviceand to do this we needto make the very bestuse of the resourcesavailable to us.

With this in mind, we wouldlike to remind residents tokeep appointments thathave been booked as ‘noaccess’ appointments,waste time and put a strainon our resources.

A 'no access' appointmentis recorded when no one ishome when the operativefrom Axis visits to carry outa repair or inspection.

We understand thatoccasionally

situations arise whichmean you are unable tokeep a scheduledappointment. If thishappens, we would liketo remind you to contactAxis, on the Freephonenumber 0800 783 2768,as soon as possible tolet us know that youneed to re-schedule yourappointment.

We need your help to keep repairs appointments!

Are you passionate about the servicesSwan delivers to residents?

Do you have the ability to take astrategic view and the skills toanalyse information to review Swan’sperformance for the benefit of allresidents?

Are you interested in how Swanoperates and is regulated?

Why not join our new Scrutiny Panel?

This new panel will scrutinise the service we provideto residents. They will look at Swan’s performanceand customer feedback and use this data to set theirwork plan and identify areas they wish to scrutinise.

The Panel will meet on a bi-monthly basis in theevening and travel expenses will be paid. This is anexciting opportunity for residents who enjoy workingas a team, have good communication skills, andknow the right questions to ask, to take a strategicrole in scrutinising Swan’s service.

To find out more and receive an applicationpack which needs to be returned by 11

October 2013 for you to be included in the nextround of recruitment, please contact theResident Involvement Team on 01277 844242

or email them at [email protected]

What? When?How? Why?Are these the type of questions you like to ask?

Swan Foundation is Sainsbury’s new local charity partner!The Swan Foundation,Swan’s Charity, hasteamed up withSainsbury’s East HamStore for a year offundraising and awarenesssupport to raise funds for‘All About Kids’.

Working together, we willraise funds to provideresidential activity andrespite breaks, enablingchildren from London’s mostdeprived boroughs toescape the traumas of theireveryday lives.

The fundraising began inSeptember when a table topsale was held outside thestore to raise funds.

“We know the successthat the Local Charitypartnership has boughtto many charities inNewham so when wereceived the phone-callto tell us the news, wewere thrilled. Theexposure and support isgoing to be massivelybeneficial to our charityand I’d like to thankevery Sainsbury’scolleague and customerwho voted”

Pamela Brown, SwanFoundation Principal “We’ve had a great response from our customers

and we’re delighted to have chosen a charitywhich many of our customers and colleagues canassociate with. We will now be working closelywith the charity to ensure they really benefit fromthe Local Charity partnership”

Dave Gaffney, Sainsbury’s Store Manager

Further events are planned and will be promotedon Swan’s Facebook page:

facebook.com/swanhousing

You can find out more about the Swan Foundationon their website www.swanfoundation.org.uk

THE COMMUNICATORPAGES 7/8

Giselle, Chelmsford Maria, Harlow

We are pleased toannounce thewinners of our ‘DoYou Doodle’competition whichfeatured in the lasttwo editions of TheCommunicator.

We received animpressive 62 entriesand choosing thewinner was a difficulttask.

Overall winner isGiselle, aged 13 fromChelmsford who winsan iPod. Giselle’swinning picture will

be used as the profilepicture on Swan’sFacebook page(www.facebook.com/swanhousing) for themonth of October.

Runner-up in theunder 16 category isJoleigh, age 11 fromPitsea who receives aselection of artmaterials.

In the adult categorythe winner is Mariafrom Harlow whowins a £50STARCARD voucher.

‘Do you doodle’ competition winners

Swan recently celebratedit’s first annual SwanSustainability Week toencourage staff to makesmall changes to theirdaily routine and, bydoing so, save moneyand reduce their impacton the environment.

During the week, Steggy,an amazing piece of artmade from recycledelectrical goods, wasexhibited in the receptionof our Pilgrim House officein Billericay. The weekhighlighted Swan’scommitment to helping theenvironment and securinga healthier future for ourresidents.

Everyone can make smallchanges at home and atwork to start savingmoney, while making theplanet a more sustainableand environmentallyfriendly place to live.

Tips on how you can live agreener, and moreenvironmentally friendly life,can be found in yourResident Green Guide(distributed last year). This document can also be found onweb4residents.org.uk.

Here are some top tips tosave money and theenvironment:

• Opt to receive a digitalversion of TheCommunicator [email protected];

• Walk to the shops if theyare near by;

• Turn off the tap whenbrushing your teeth;

• Plan your meals weeklyand shop accordingly;

• Turn off electrics at theplug instead of leavingthem on standby(TV/Radio/GamesConsoles etc); and

• Turn your centralheating down by onedegree.

Swan celebratessustainable living

THE COMMUNICATORPAGES 9/10

If you have any green or money saving tips pleasefeel free to share them by emailing [email protected]

Or posting them on our Facebook pagewww.facebook.com/swanhousing

Energy metersPre-paid or credit, which is best for you?

Gas and electricity costskeep on rising and whenbudgets are tight everypenny counts. Your energycosts are calculated bymeters and these come intwo different types: Pre-paid or credit. Howdo you decide which isbest for you?

A pre-paid meter meansyou use a smartcard ortoken to pay for your gasor electricity before you useit. This makes it easier tobudget and there are nounexpected bills. With thispayment method it is lesslikely you will get into debtpaying for your energy.However, the maindownside to this method ofpayment is, the cost of

energy can be up to £200 more per year (orapproximately an extra£16.60 per month) whencompared to the best deal(or tariff) available with acredit meter.

If you have a credit meteryou receive a monthly orquarterly bill based uponthe amount of gas orelectricity you have actuallyused. Charges can bemuch lower than on a pre-pay meter, especially if you shop around.However, a long winter,such as the one we hadlast year, could see youreceiving an unexpectedlylarge bill so you will need to budget.

If you would like to find out more

about pre-paid energymeters please visitweb4residents.org.ukwhere we have somereally useful information.

October heralds the startof Autumn and with it thearrival of colder weather.At this time of year, it is agood idea to check yourcentral heating and hotwater systems areworking properly. A littletime to check everythingis working efficientlynow, will help make sureyou are not left feelingcold when Winter arrives.

To see if your centralheating system is workingproperly, Swanrecommends that you testit by turning it on for anhour or so. Beforeswitching it on, pleasemake sure you have

sufficient funds on your gasor electricity meter; theboiler is turned on and theroom thermostat is turnedup; thermostatic(temperature control) valveson radiators are turned up;and the timer clock is setcorrectly. You will know ifeverything is workingproperly as it will warm up!

If, after making allthese checks, your

heating does not workplease contact Axis, our repairs partner, on0800 783 2768 and askfor a gas engineer to visit.

Is your heating ready for winter?

Want toswitch?Electricity and gasproviders can chargeyou for switchingmeters, (although notall do), so if you’rethinking of switching toa credit meter pleasecheck with your energyprovider first.

It is always worthspeaking to yourcurrent provider tosee if they canprovide you with acheaper tariff, orconsider changing toanother provider iftheir charges arelower.

There are manyprice comparison

websites on theinternet but makesure that it’s anOfgem approved siteby looking atbit.ly/Ofgemcode

BloomingLovely !Mayor of Basildon, CllrMo Larkin, recentlyawarded prizes to thewinners of this year’sBest Garden Awardsheld on the Five Linksand Churchview estates.

The prize giving celebratedthe achievements ofresidents who worked hardto enhance theappearance of theirneighbourhoods. The‘Best Gardens’ werejudged by representativesfrom both residentsassociations, EssexResidents ConsultativeCommittee and theLaindon HorticulturalSociety. The judges had adifficult time choosing thewinners due to the numberand high standard ofentries received. As aresult, a new ‘HighlyCommended’ award wasadded to each of thecategories: front garden,rear garden, hangingbasket and courtyards.

Winners received a framedcertificate, a £50 shoppingvoucher and a bouquet offlowers.

Next year why notorganise a garden

competition on yourestate? Contact theResident Involvement andCommunications team on01277 844242 and we willbe happy to help!

ESSEX LOCAL NEWS PAGES 11

THECOMMUNICATORESSEXYou told us you wanted more local news, so we are delighted to introduce your new “local” section!

Another Community Grantwas awarded by Swan tofund the High Kicks dancegroup based in Basildon.The group specialise inStreet Dance, trainingdancers aged between 4 to18 years old. High Kicksregularly competes incompetitions and recentlyappeared on Sky 1’s ‘Gotto Dance’.

The £500 CommunityGrant, which was approvedby Swan’s Essex Residents’

Consultative Committee,helped to fund the groups‘Urban Week’ where theyhold lots of activities duringthe summer holidays forlocal kids.

If you know of acommunity or

voluntary group that youthink could benefit from aSwan Community Grant,please contact TheResident Involvementand CommunicationsTeam on 01277 844242.

High Kicks Urban Week made possible by Swan Community Grant

ESSEX LOCAL NEWS PAGES 12/13

The Community Grantwhich funded thegardening competitionsfeatured on page 11bought a small group ofneighbours from theChurchview estatetogether. They were soinspired by the

competition they paintedfences, cleaned andweeded the paveddriveways, plantedflowers and re-turfedfront gardens!

Resident Shelley Daley said‘It has been a pleasure

working with my neighboursto improve our area’.

The residents' special effortswere recognised byChurchview ResidentsAssociation, the competitionorganiser, as a trulycommendable joint effort.

The Best Garden Awardscompetition was supportedwith a Swan communitygrant and proves that thesegrants can make a bigdifference to a localneighbourhood.

More than just a Landlord...Swan supports through Community Grants

Residents at TheCannons in Colchester(an Extra Care schemefor older people) wererecently invited to join aspecial AfternoonStrawberry Tea to raisefunds for Breast CancerAwareness.

A special part of theafternoon was aperformance from theDevonshires staff choir.Devonshires are Swan’ssolicitors and their choirwas set up as part of theircommitment to give backto the wider communitythey serve.

A large number of cakeswere donated both byWaitrose Colchester andSwan staff, including a veryspecial cake shaped toresemble a pair of breasts,reminding everyone aboutthe purpose of the event!

The Afternoon Tea was aresounding success,attended by the majority ofresidents and some of theirfamilies. Residents havealready asked if the choircan make a repeatperformance for theirChristmas event! The eventraised £140 for BreastCancer Awareness from araffle and donations.

Breast Cancer afternoon tea in Colchester

Volunteers provide new garden forSpencer House residents

Swan HousingAssociation’s EstateServices Team recentlyteamed up with NaturalElements (Swan’scontracted gardeningservice provider) to clearand replant the garden at Spencer House, (one of our SupportedHousing schemes), in Leigh-on-Sea.

Plants were donated byNatural Elements and, asthe garden took shape,residents enjoyed a specialStrawberry Tea which wasorganised for the residentsand volunteers. SpencerHouse residents wereinvolved with every aspectof the day preparingrefreshments, planting anddecorating their garden.

Everyone who took part inthe day wore a ‘GreenFingers’ T-shirt, donatedby Your Image.

Everyone enjoyed theafternoon and theresidents of SpencerHouse said that theywould like to have moreactivities like this, thatbring them together.

“I am very proud ofall the tenants, itwas a verysuccessful day. Itwas fantastic tosee the tenantsinvolved in theirnew garden”Emma Cole,Supported Housing Officer

LONDON LOCAL NEWS PAGES 14

Swan is proud to bemore than just aLandlord... so helpsour young peoplehave fun in the sun!

We want our youngresidents to have agreat summer and soprovide residents inLondon and Essex withthe opportunity toattend our SummerScheme. This year wewere delighted to beworking in partnershipwith Stifford and I&SCare, to offer 4 weeksof activities based at ourBow Cross Estate inLondon and the JamesHornsby School inLaindon.

We are thrilled that thiswas the biggest schemeever and activitiesincluded sports withChelsea FC and WestHam FC, ice skating,rowing, as well as artsand crafts, trips to theCinema, The LondonDungeons and DiggerLand to name but a few.We have received somegreat feedback fromboth parents andchildren and wanted toshare some of thehighlights with you:

In London, childrenbetween 8 and 16 wereentertained throughoutAugust with a number ofdifferent activitiesincluding ice-skating,bowling, trips to thecoast and other placesof interest.

Swan Summer Scheme

Fast facts70young people took part

30The children tookpart in up to thirtyactivities

3066 staff and 18volunteers provided306 hours ofsupervision,engagement andentertainment

Being able to access anduse the internet and get‘online’ is becomingincreasingly important. Ifyou need to make anapplication for UniversalCredit, the only way todo this is online. Weunderstand that noteveryone has access toa computer and theinternet, so Swan hassome facilities availablefor residents to useduring our office hours.

All Swan residents,regardless of where theylive, can get online and usethe computers we haveavailable in a specially builtcomputer suite atPriestman Point on ourBow Cross Estate. If youwish to use one of thesecomputers just sign in atthe Reception Desk. Youneed to bring identificationwith you to confirm thatyou are a Swan tenant.Any children wishing touse the facility need to besupervised by aresponsible adult.

Our computers areavailable for more than justbenefit applications! Manyemployment and trainingopportunities are now onlyadvertised in this way. It isalso estimated that theaverage person can makesavings of £550 bypurchasing goods andservices online! What areyou waiting for?

Get online at Bow Cross

THECOMMUNICATORLONDONYou told us you wanted more local news, so we are delighted to introduce your new “local” section!

For more information please call the Resident Involvementand Communications Team on 01277 844242.

LONDON LOCAL NEWS PAGES 11

LONDON LOCAL NEWS PAGES 12/13

Torrential rain did notdeter residents havingfun at the recent BowCross Fun Day.Residents andcommunity partnersworked together toprovide activitieseveryone could enjoyand residents and theirfamilies came along andenjoyed the day.

The children particularlyenjoyed the free ice-cream,bouncy castle, and theamazing 3D face paintersand balloon modellers.

Local community partners,Mayors Pharmacy and theBromley-by-Bow Centrealso joined the eventoffering services andadvice to residents.

There was even a specialappearance from the FireBrigade who came alongto promote fire safety andawareness (See more onFire Safety in our ‘Cut Outand Keep’ guide on page23. The day was afantastic display of acommunity comingtogether, regardless of theweather, to enjoythemselves sharing food,drink and entertainmentwith their neighbours.Congratulations to allinvolved!

If you would like tohelp organise a

community event. Pleasecontact the ResidentInvolvement andCommunications Teamon 01277 844242.

Rain fails to dampen spiritsat the Bow Cross Fun Day

Community Grant awarded to supportwomen and young people in East LondonThe Robin Hood GardensTenants and ResidentsAssociation (TRA)recently received twoCommunity Grantsapproved by the LondonRegional ConsultativeCommittee.

The grants will enable theTRA to deliver funcommunity activities forwomen and children andalso some educationalactivities for young peopleon the estate.

If you have acommunity or

voluntary group that youthink could benefit from aSwan Community Grantplease contact TheResident Involvementand CommunicationsTeam on 01277 844242.

Swan has some wellmaintained garages on theExmouth Estate availablefor rent at affordable rates.Priority is given to Swanresidents, but anyone canapply to rent a garage fromus. Garages can be usedto store motorcycles, carsor bikes but not forcommercial activities orgeneral storage.

If you are interestedplease call us on

0300 303 2500

or call Jumira on01277 315227

or Mahtabur on 01277 315281

Garages available on our Exmouth Estate

SUPPORTED HOUSING LOCAL NEWS PAGES 14

Volunteers provide new garden forSpencer House residents

Swan HousingAssociation’sEstate ServicesTeam recentlyteamed up withNatural Elements(Swan’scontractedgardening serviceprovider) to clearand replant thegarden atSpencer House,one of ourSupportedHousingschemes, inLeigh-on-Sea.

Plants weredonated by NaturalElements and, asthe garden tookshape, residentsenjoyed a specialStrawberry Teawhich wasorganised for theresidents andvolunteers. SpencerHouse residentswere involved withevery aspect of theday preparingrefreshments,planting anddecorating theirgarden. Everyonewho took part in

the day wore a‘Green Fingers’ T-shirt. These weredonated by YourImage.

Everyone enjoyedthe afternoon andthe residents ofSpencer Housesaid that theywould like to havemore activities thatbring themtogether.

“I am very proudof all the tenants,it was a verysuccessful day. Itwas fantastic tosee the tenantsinvolved in theirnew garden”

Emma Cole,SupportedHousing Officer

THECOMMUNICATORSUPPORTED HOUSINGYou told us you wanted more local news, so we are delighted to introduce your new “local” section!

SwanResidentsproducestunning artwork displayedat Ford UK HQA number ofyoung residentsfrom DovecottHouse and SwanHouse recentlytook part in an artproject which ledto themproducing animpressive artinstallation seenby thousands ofemployees basedat Ford UK’sheadquarters inBrentwood.

The art-work wasjust one part of aproject funded bythe Society of MotorManufacturers andTraders (SMMT) inpartnership with theFoyer Federation.Residents weresupported by

Swan’s Foyer Staffand executives fromFord UK to producea piece of artworkwhich representedtheir vision of theFord brand.Everyone workedon individualcanvasses whichcame together tomake up the Ford

logo. As part ofthe project theyoung peopledeveloped theirskills ofcommunication,team work andtime management.

This project ison-going untilNovember 2013.A more detailedreport will featurein the nextedition of TheCommunicator.

SUPPORTED HOUSING LOCAL NEWS PAGES 11

SUPPORTED HOUSING LOCAL NEWS PAGES 12/13

Residents at TheCannons inColchester (anExtra Carescheme for olderpeople) wererecently invited tojoin a specialAfternoonStrawberry Tea toraise funds forBreast CancerAwareness.

A special part ofthe afternoon wasa performancefrom the

Devonshires staffchoir. Devonshiresare Swan’ssolicitors and theirchoir was set upas part of theircommitment togive back to thewider communitythey serve.

A large number of

cakes weredonated both byWaitroseColchester andSwan staff.

The Afternoon Teawas a resoundingsuccess attendedby the majority ofresidents andsome of their

families. Residentshave already askedif the choir canmake a repeatperformance fortheir Christmasevent! The eventraised £140 forBreast CancerAwareness from araffle and donations.

Charity Fundraising Afternoon Tea

We are looking forpeople to join ourService User Forum andhelp us to involve andempower you, as weconstantly try to improvethe services we deliver.

What is a Service UserForum?A service user forum is onlyopen to SupportedHousing service users.Members of the forum helpto shape the SupportedHousing services we offer.The forum gives us a directconnection to you,helping Swan to listen toand act upon yourconcerns and, ultimately,improve our services.

What happens at aforum?• You can raise concerns

or make suggestionsabout the support youreceive from Swan

• We will ask you for yourthoughts on changesthat we may make tothe Supported Housingservices we offer

• You will have the chanceto meet and interactwith other service users

How often would yoube willing to meet?� Every 2-3 months� Every 4-5 months� Every 6 months� Once per year� Other (please state):

.......................................

When will you bewilling to attend theforums?� Mornings� Afternoons� Evenings

What would you like todo at the service userforum?� Express your views

and comments� Work with Swan and

other agencies toimprove services

� Arrange communityactivities

� Meet other serviceusers

� Other (please state):

.......................................

Are there any particular

issues you would like

discussed at the

forum?

Name:

.......................................

.......................................

Address:

.......................................

.......................................

.......................................

Signature: .......................

Date: ..............................

Get involved and help shape ourSupported Housing Services!

If you would like to join the Service UserForum, please complete the form below

and either pass it onto your Supported HousingOfficer or send it to Morna Chitiyo, Service UserInvolvement Officer, Swan Housing Association,FREEPOST ANG 10361, Billericay, CM12 9ZZ

Swan is proud to bemore than just aLandlord... so helpsour young peoplehave fun in the sun!

We want our youngresidents to have agreat summer and soprovide residents inLondon and Essex withthe opportunity toattend our SummerScheme. This year wewere delighted to beworking in partnershipwith Stifford and I&SCare, to offer fourweeks of activitiesbased at our Bow CrossEstate in London andthe James HornsbySchool in Laindon.

We are thrilled that thiswas the biggest schemeever and activitiesincluded sports withChelsea FC and WestHam FC, ice skatingand rowing, as well asarts and crafts, trips tothe cinema, The LondonDungeons andDiggerland to name buta few. We have receivedsome great feedbackfrom both parents andchildren and wanted toshare some of thehighlights with you.

Fifteen year old Swanresident, Paige Wilsher,shared extracts from herdiary of the Essex scheme:

22 August – Trip toTropical WingsI had a good time! It wasmy first visit, I fed some ofthe animals!

23 August – Trip toWalton on the NazeI have been to Walton onthe Naze lots of times, it'sgreat. I went on the beachand had a splash in the sea.

27 August – Trip toDiggerlandI had never been toDiggerland before. I wenton the rides and went off-road in a police car - I hada great day!

28 August - Trip to MarshFarmI have not been to MarshFarm for years, it haschanged a lot but is stillvery good. I fed the animalsand played in the park. Itwas a good day!

29 August - RiversideIce-SkatingI have never been ice-skating before. Although Itried to have a go, I did notfeel ready to go on the ice.I had a good time anyway!

ESSEX LOCAL NEWS PAGES 14

Swan Summer Scheme

Fast facts70young people took part

500They clocked up over500 miles travellingbetween fifteendifferent venues

3069 staff provided 306hours of supervision,engagement andentertainment

Summer Scheme diary

We have received a greatresponse from residentsinterested in workexperience andapprenticeshipopportunities. We arecontacting those whowant to know moreabout theapprenticeships that weare offering within Swan.

We are currently runninghorticulture courses inpartnership with WrittleCollege to help residentsgain a City and GuildsAward. Already this hasresulted in two residentsgaining a traineeship withSwan and ten residentsachieving an accreditedqualification! We are nowdelighted to offer a Health

and Social Care course inOctober 2013 inpartnership with HarlowCollege, for residentsinterested in becoming acare worker. Participantswill have the opportunity tobe interviewed at the endof the course for workexperience within our carecompany, Vivo, and otherlocal care agencies.

If you are interestedin these

opportunities or wish tofind out about otherwork experience andapprenticeshipopportunities, pleasecontact Hannah Marshon 01277 315 293

or [email protected]

Training SpecialHorticulture courses continue and new Health and Social Care courses available now!

In June, Swan, working inpartnership with ourrepairs partner Axis, rantwo basic repairs anddecorating workshops inEssex and London.Twenty-one residentstook part in the trainingwhich was led byexperienced Axis staff.

Residents taking part in thecourse received decoratingadvice and had a go atfilling holes and painting.The basic repairs advicealso included informationon dealing with heating,leaks, bleeding radiators,cleaning blocked sinks andchanging a loo seat, - alljobs which residents cando for themselves.

Everyone who attendedthe workshop left havinglearnt something reallyimportant, especially aboutgas safety, and they wereall eager to get home andstart work!

“I give theworkshop 10/10and got really goodadvice. I learnt somuch in one day.The Axis men weregreat, helpful andfriendly”Resident

I can do basic repairs!

Resident’s reportResidents’ Day 2013 by Dawn Ruston

THE COMMUNICATORPAGES 15/16

Dawn Ruston from Essex,along with over 120 otherSwan residents, attendedSwan’s annual Residents'Day at West Ham’s UptonPark Stadium on 22 Junethis year.

Dawn was so excitedabout joining the event that she hardly slept thenight before! She expected

the conference to focus on the changes in thebenefits system andgenerally about things thataffect her.

When Dawn arrived at UptonPark she was overwhelmedby the size of the stadiumand ‘gobsmacked’ by thelayout of the conferenceroom. She said that, at firstshe felt apprehensivebecause she didn’t knowmany people who were therebut her table facilitator,

Perryn Jasper, SwanFoundation ProjectManager, made her feel“relaxed, confident inmyself and determined totake part in the activities.We were mostly focussedon winning the quiz at theend of the day!”

“Having a learningdisability did not get inthe way of me enjoyingthe day, I expressedmyself, made suggestionson things that I felt could

be done better, got onwith everyone and evenmade new friends. I feltthat Swan was willing tolisten to us when weraised a question on theSTARCARD that wasimmediately answered bya Director. I reallyenjoyed the food, thestadium tour and mostlyHypnotwist - I could notstop dancing!

At the end of the day, Iwas given an opportunity

to go on the stage andpersonally thank Swan, Ifelt that I just wanted tosay a thank you forinviting us and that I hadthoroughly enjoyed theconference.

I am already lookingforward to next year’sResidents’ Day and I willdefinitely be attending. Itwas a great experienceand a lovely day out, Iwould recommendanyone to join in.”

“The resident’s conference was fantasticand I thoroughly enjoyed the wholeexperience”

Swan is more than just aLandlord andunderstands that someelderly or vulnerableresidents may need a bitof extra help where theydo not have children orfamily to assist withthose little jobs that needdoing. So, our EstatesServices team are veryhappy to help you by:

• Offering a Handymanassistance service forup to 2 hours to helpyou put up curtains,shelving etc. Whereappropriate we cansend a female handyperson.

• Offering an annualinternal widow cleaningservice.

If you would like tofind out more about

this service or find out ifyou would qualify, please contact theEstate Services Team on 01277 315225

Are you finding it hard to do those little DIY jobs at home?

MP Eric Pickles praises Swan’snew Sensory Garden

Swan, with support fromits Grounds Maintenanceand Landscaping Team,Axis Europe, NomicoElectricals and the SwanFoundation, recentlycompleted a sensorygarden at one of ourSupported Housingschemes in Brentwood,Essex. The gardenreceived an official sealof approval from localMP, Eric Pickles, who cutthe ribbon at an openingceremony and vintagetea party held to officiallyopen the garden.

The garden wascompleted by Swanresidents currently trainingfor a Level 2 Diploma inPractical Horticulture, as

part of our employmentprogramme. Theydesigned the gardentaking into considerationthe abilities of theresidents. The completedgarden is fully wheelchairaccessible and features apagoda, sunken patio,raised flower beds and awater feature. The plantsused were carefullyselected for their fragranceand the colours offer visualstimulation.

If you want to findout more about how

you could get training inhorticulture with Swansee page 18 or callHannah Marsh on 01277 315293

“Swan Housing Association’s Sensory Gardenshows how different people in this Brentwoodcommunity joined together to learn new skillsand benefit others. The involvement of residentsand their carers from Swan’s property inCornwall Road in painting fences and choosingplants shows real thought and inspiration, whilethe opportunity for other Swan residents to gaina practical horticulture qualification is also to beapplauded. I am sure residents, their carers andthe lavender-loving bees I saw during my visitwill enjoy this garden for years to come”

Eric Pickles MP

“The SensoryGarden is a greatexample of avoluntary projectdelivered inpartnershipbetween differentorganisations witha range of positivesocial outcomesincluding: betterfacilities fordisabled residentsand employmentopportunities forSwan residents”

Mary Gibbons,Executive Director of Strategy andSupport, SwanHousing Association

THE COMMUNICATORPAGES 17/18

More than just a Landlord... Are you training with Swan?

“I know aboutHealthy Eating!”On Wednesday 12 Junenine residents from Londonand Essex enjoyed Swan’sHealthy Eating course. Theresidents travelled toUpton Park FootballGround where West Ham’sHead Chef, MichelleRayner, demonstrated avariety of cookingtechniques and guided theresidents as they preparedand cooked a number ofdifferent healthy dishes.

The tasty recipes included:Chicken and Leek Pasta,Cajun Salmon, Red Onionand Butterbean Salad anda Fruits of the Forest BerrySmoothie. During the threehour session, everyoneenjoyed themselvesimmensely and learnt newskills and recipes to try outat home. At the end of theworkshop residents weregiven takeaway boxes of thefood they had prepared andwipe clean, reusable, recipecards so they could recreatethe dishes at home.

If you would like some of the recipe cards used please contact the ResidentInvolvement Team on 01277 844242.

FULLY BOOKED

Most successful residents training programme ever!

“I am so excited that I have learnt so many things that I did not knowbefore and cannot wait to try the recipes out at home for my family”Resident

“I have never cooked before. I learnt a lot about new spices and actuallymade my first dish. It has also helped me with my confidence and taughtme about healthy eating”Resident

Our new and improvedResidents' TrainingProgramme for 2013/14has received the biggestever response and ourcourses are fully booked!A record 199 residentsregistered for the courseson offer. We have alreadyheld budgeting courses,

healthy eating, basicrepairs workshops, FoodHygiene and First Aidcourses.

Swan are also supportingnine residents who will beattending Lewisham Collegeto undertake the CIH Level2 Certificate in Housing.

How did we do?April 2013 to August 2013

THE COMMUNICATORPAGES 19/20

Stage 1 complaintsresponded to within

10 working(Target 95%)

99.3%

complaints receivedin this period (No target)

140

% emergencyrepairs donewithin time(Target 99%)

99.4%% standard repairs

done within time(Target 99%)

98.2%

Properties with a validgas safety certificate

(Target 100%)

99.5%People satisfiedwith the repairsservice(Target 80%)

77%

Calls answeredwithin 20 seconds(Target 90%)

96.6%Current arrears as a% of rent due(general needs)(Target 3%)

2.93%

_ CALENDARXXXXXXX

XXX

pay

rent

Ab

SuggestionsWe always want to hear your ideas about the wayswe can improve. Fill in the suggestions schemecoupon on page 5 or do it online atweb4residents.org.uk for your chance to win £50 on your STARCARD.

ComplimentsWe have received 45 compliments between April 13 and August 13. Here are some examples of what you have said:

“Thank you so much for taking your time insorting out our problem”

“I'd like to take this opportunity to thank youso much for your help and support. I believeSwan offer the whole package ofpersonalisation, I don't think there is anothercompany that offers such a wide range ofsupport in the UK. I really don't know how tothank you as words just don't seem enough.”

If you have a complaint or a complimentabout our services, please call our

Business Improvement Team on 0300 303 2500

People satisfied withhow their report was

dealt with(Target 72%)

86.2%

Average number ofDays taken to re-let

an empty home(Target 16 days)

15.7

Repair appointmentsthat were kept

(Target 93%)

97.3%

People satisfied withthe complainantsprocedure (Target 70%)

73%+

What we have learnt from you...

Whilst you accept that obtaining value for money is important when carrying out expensive repairs you feel that weneed to speed up the process of gettingquotes and keep you informed of what is happening.

You told us that not all contractors displaytheir identification badge and introducethemselves when they attend your home.We have reminded contractors that theymust do this at all times and ourperformance will be measured by thesurveys carried out by the ResidentQuality Panel.

bove target Slightly below target Significantly below target

The Government’swelfare reforms are wellunder way. The sizecriteria for socialhousing, commonlyknown as the “BedroomTax”, came into force inApril and the Benefit Capstarted in July 2013.

The next reform due isUniversal Credit, whichcombines many benefitsinto one monthly payment.Between October 2013and 2017, benefitclaimants will gradually bemoved over from theircurrent benefits toUniversal Credit.

Universal Credit will bepaid monthly, so knowinghow to budget will be vital.

Swan are partnering withthe Citizen’s AdviceBureau, LocalAuthorities, local CreditUnions and otherhousing providers tooffer free courses,workshops, and drop insessions on:• Money management

and financial skills;• Budgeting and making

your money work foryou; and

• Benefits advice andtraining.

To find out moreabout the courses,

book a place, or even toask questions about thebenefits you receiveplease contact the WelfareTeam on 0300 303 2500

We’re here to helpUniversal Credit is coming!

THE COMMUNICATORPAGES 21/22

If you want to apply and are finding it difficult orif you’d like some more information, we can

help. Call Swan on 0300 303 2500 and ask to speakwith your Welfare Reform Officer.

All the recent changes toWelfare Benefits mean thatmany people no longerhave their full rent coveredby Housing Benefit.

Some of the ways peopleare dealing with this are:

• taking in a familymember, friend or lodger;

• finding work orincreasing their hours;

• budgeting; and

• moving house.

For some people none ofthese solutions arepractical. For these peoplean extra benefit, known as Discretionary HousingPayments, may be paid bytheir Council.

Discretionary HousingPayments (DHP)• DHP can be paid to make

up a shortfall in housingcosts, such as rent, whenthere is financial hardshipin the household

• It is usually only atemporary measure tohelp get through a toughtime or while makingother arrangements

• As its name suggests, it’sa discretionary paymentso not everyone whoapplies will receive it;there’s a limited pot ofmoney available

You can apply online throughthe website of your localcouncil or you can requestan application form by phoneor from them in person.

Extra help with housing costs

A day in the life...of Estate Services

Swan’s Estate ServicesTeam delivers a variety ofservices to many of thecommunal areas in ourhomes and on ourEstates. These includecleaning, maintenanceand bulk rubbishremoval. They often startat 7am and have a verybusy day. We sent ourEditor Joanna off to findout more...

At 9am on a brightSummer’s day, I met upwith James, one of thecaretakers on our BowCross Estate, as he did hisdaily rounds. When I joinedhim, he had already beenworking hard for twohours, emptying bins andpicking up litter on theestate. I accompanied himas he started work insideone of the blocks,watching as he diligentlypolished the inside of thelift, swept the corridors andstairwells before beginningto mop the floors.

As James went on hismorning break, I joinedJack and Barbara atMilharbour. This modernblock, in the heart ofLondon’s Docklands, has adedicated team of twoworking to keep it cleanand tidy. Jack and Barbaraensure the corridors,stairwells and lifts in theblock are always clean andfree from rubbish. Theyalso make sure that flyersor newsletters from Swanare distributed to allresidents, which helps

Swan offer value formoney. They also offeradditional services to ourelderly and vulnerableresidents as featured in thearticle on page 15.

After lunch, I joined one ofthe mobile teams whowork in pairs, cleaning ourblocks and Estates in otherareas. Magda and Arturwork together and I joinedthem, in Ilford, at VictorCourt as they cleanedwindows, swept andmopped floors andcollected litter inside andoutside the block. Theyvisit and maintain twoblocks per day; their weeksees them travel betweenEast London and parts ofEssex. Their van is filledwith brooms, mops andbuckets – all the tools oftheir trade, but it alsodoubles as a vehicle forremoving oversized andbulk rubbish. On the day Iwas with them, it containedan old mattress which theyhad collected on route!

During my day with EstateServices, I really came toappreciate the huge effortthey put in, come rain orshine, to keep theseblocks and estates cleanand tidy. No day is ever thesame, and, althoughresidents might not evennotice the hard work theydo because the blocks arealways clean and tidy,hopefully this article willgive you a flavour of whatthey do.

If you want to find out more about our Estate Services Team, you can contact them on 01277 315225. Why not ask them about how you could become a Resident Estate Inspector?

THE COMMUNICATORPAGES 23/24

Fit a smoke alarm andmake sure it's working:

1Fit at least onebattery smoke alarm

on each level of yourhome. Test it weekly.

Smoking:

1Never smoke in bed,nor in an armchair, if

you think you may fallasleep.

2Do not leave a litcigarette, pipe or

candle unattended.

3Use deep ashtraysso that cigarettes

cannot roll out and don'tthrow hot ash into the bin.

Matches and lighters:

1Keep matches andlighters well out of

the reach of children.

Heating and electrics:

1Sit at least three feetaway from heaters.

Never put a heater nearclothes or furniture.

2Don't overloadelectrical sockets.

Communal areas, stairsand balconies:

1Never store anythingin communal areas,

including balconies. Itemscan block your escaperoute and be a fire risk.

Take extra care in the kitchen:

1Don't cook if you aretired or have been

drinking.

2Never leave pansunattended when

cooking.

If the pan does catch fire:

1Don't try to move itor throw water on to

it- that will make it worse.

2Turn off the heat, ifyou can do so

safely. If in any doubt,leave the room, close thedoor, shout to warn others,and call 999.

Stay safe when you’resleeping. Before goingto bed always:

1Close all the doorsas this helps to

prevent fire spreading.

2Switch off andunplug all electrical

appliances except thosethat are meant to stay on,like the fridge.

3Make sure thecooker and heaters

are turned off.

4Keep door andwindow keys where

everyone can find them.

Know what to do in a fire:

1Plan your escape.Fires happen when

you least expect them andyou will only have shorttime to take action.

2Think of how youwould get out if your

normal way out is blocked.

3Keep the escaperoutes clear of

rubbish, or bulky items atall times.

4Tell everyone in thehouse where the

door and window keys arekept.

Escaping from a fire inyour home:

1If your smoke alarmgoes off when you

are asleep, follow yourescape plan and get out.

2Shout 'FIRE' towarn others and

don't stop to pick upvaluables.

More than just a landlord... Swan helps yoCut out and keep this handy guide to fire safety

FIRE EXIT

For further fire safetyadvice you can get ahome fire safety visit:

In London http://www.london-

fire.gov.uk/HomeFireSafetyVisit.asp or

Call 020 85551200

In Essex Call 0845 601 2495

or emailwebmaster@

essex-fire.gov.uk

This information istaken from theLondon Fire Brigade -Home Fire SafetyGuide

www.london-fire.gov.uk/

Documents/home-fire-safety-guide.pdf

3Check closed doorswith the back of

your hand. Do not openthe door if it feels warm-the fire may be on theother side.

4Smoke can kill, getdown as low as

possible where the air willbe clearer.

5If your escape isblocked by fire, it

may be safer to stay putuntil the fire brigadearrives. Close the door anduse soft materials to blockany gaps to stop thesmoke. Go to a window,call for help, dial 999, andwait to be rescued.

Extra advice if yourhome is in a purpose-built block of flats ormaisonettes.

If your flat ormaisonette, in apurpose-built block, isdirectly affected by fireor smoke and yourescape route is clear:

1Get everyone out,close the door and

walk as calmly as possibledownstairs.

2Do not use the lift inthe event of a fire.

3Call 999, give youraddress (including

the number of your flat)and state which floor thefire is on.

If there is fire in anotherpart of the building:

1You're usually saferstaying in your own

flat unless heat or smoke isaffecting you.

2Purpose-built blocksof flats or

maisonettes are built togive you some protectionfrom fire. Walls, floors anddoors will hold back flamesand smoke for a time.

3Swan, as yourlandlord, is

responsible for makingsure communal areas aresafe in case of fire.For example - communalareas must be free fromcombustible materials andsafety features must bemaintained. If you have anyquestions please contactyour Housing Officer.

It is important youunderstand the firesafety measures inplace for yourbuilding, ask yourHousing Officer toexplain all of thesafety plans andwhat to do in theevent of a fire.

ou keep your home safe

T

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 ‘STARCARD Reward Scheme competition’ with youranswers, name and address. Winners may be asked to appear in the next edition of The Communicator.

STARCARDOur way of saying thank you

THE COMMUNICATORPAGES 25/26

Here is your chance to win some fabulous prizes as part ofthe STARCARD Reward Scheme. Please check that youqualify by visiting web4.residents.org.uk and then justchoose which of these great prizes you would like to win.The closing date for entries is 8 November 2013.

Henry Vacuum cleanerComplete the film: Ice...

�� Cube �� Age �� Pick

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

Alba 22” FreeviewTV/DVD CombiWhere would you find sand?

�� Seaside �� Ice rink �� Field

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

XBOX 360, Kinectsensor & gameWhat date in August was Bank Holiday Monday in 2013?

�� 1st �� 26th �� 10th

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

Bush Fridge FreezerWhat is the name of the dinosaurwho recently spent a week inSwan's reception?

�� Steggy �� Charlie �� Mike

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

iPod ShuffleHow many residents registered forour Resident's Training Programme?

�� 58 �� 199 �� 352

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

2 x prize of £100 onyour STARCARDWho’s nose grew when he told a lie?

�� Bob �� Jack �� Pinocchio

Name..........................................................................

Address....................................................................

.........................................................................................

Phone no................................................................

KIDS ZONEAutumn is nearing

‘Trulyinternational’winnersWinner £20 Argosvoucher – Macy, age8 from Basildon

Winners of colouringbooks:

Sumaya, age 11,London

Praise, age 8,Basildon

The funnyzone!Q: What do you call afake noodle? A: An Impasta

Q: What do you callan alligator in a vest? A: An Investigator

Q: What gets wetterthe more it dries? A: A towel.

Q: Why did thepicture go to jail? A: Because it wasframed.

Q: Who earns a livingdriving theircustomers away? A: A taxi driver.

Q: What do you call asleeping bull? A: A bulldozer!

Q: Why do fish live insalt water? A: Because peppermakes them sneeze!

Q: What season is itwhen you are on atrampoline? A: Spring time.

Your Name and age

...............................................................................................................................

Address ............................................................................................................

...............................................................................................................................

...............................................................................................................................

When you have found all10 fruit and vegetables, cutout your entry and returnwith your name, age andaddress to Kari-AnnWaldon, Swan HousingAssociation, FREEPOSTANG 10361, Billericay.CM12 9ZZ.

Entries drawn on 8 November 2013.

The farmer needs to harvest his fruit and vegetables for the market. Can youhelp? Find all ten fruit and vegetables listed below and you could win a £10WHSmith Voucher. The four runners up will win a Kids’ Zone Activity Book.

The items to look for...Pumpkins, Corn, Apples, Blackberries, Raspberries, Potatoes, Plums, Pears,Carrot and Onions

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Text messaging service

If you would like to contactSwan via the text service,add Swan Housing as acontact, adding the mobilenumber 07860 021752then choose the relevantdepartment and text theirdedicated word.

Axis Repairsrepairs

Supported Housingsupport

Resident Involvementinvolve

Allocations and Lettingslettings

Essex Rentsessexrents

Essex Neighbourhoodessexneighbours

London Rentslondonrents

London Neighbourhoodlondonneighbours

Leasehold Servicesleasehold

Estate Serviceestate

In your language

Please call 0300 303 2500if you would likesomeone to explain anyof these articles to you.

Polish

Somali

Punjabi

Bengali

Arabic

Urdu

Visit us or post:

Essex Regional Office:Pilgrim House, High Street, Billericay, Essex CM12 9XY

London Regional Office:Cygnet House South, 10 Chrisp Street, Poplar,London E14 6LL

We are open Monday-Thursday 9.00am-5.15pm

Friday 9.00am-5.00pm

Call us to find out whereyour local neighbourhoodoffice is.

Useful numbers

Swan HQ 0300 303 2500

Repairs number (24 hour)0800 783 2768

ASB office hours 0300 303 2500

ASB out-of-hours 0800 075 6699

Online

Swan website www.swan.org.uk

Residents’ websitewww.web4residents.org.uk

General [email protected]

Facebook www.facebook.com/swanhousing