the communicator - autumn 2014

THECOMMUNICATOR

4Naomi RichesMBE

520 Thank yous

6Photographycompetition

uSwan is a “StarLandlord”

aSatisfactionsurvey

WWW.SWAN.ORG.UK | AUTUMN 2014 | WWW.WEB4RESIDENTS.ORG.UK

Welcome

Welcome to the Autumn edition of your Communicator newsletter. If we had to choose, this is probably one of our favourite issues of theyear because it is, literally, brimming with the fruits of the labours ofmany months of planning and hard work, not just from Swan Staff butour residents too.

In this edition you can find out about our free Summer Activity Schemefor children aged 8-16, which this year attracted over 130 children.

We are also reporting on the many growing projects and competitionsthat staff and residents have been working on - every year we havemore and more residents getting involved - and as a result our estatesand community spirit are both blooming.

We are also continuing to grow our people. Our resident trainingprogramme continues and we have now officially got our very ownreferee, Josh, who we have funded to complete his FIFA training (page 8). The Swan Foundation will soon be sponsoring young people tobe basketball referees (see our Swan Foundation Report on page 17) andwe will also continue to work with the Prince’s Trust to develop ouryoung people.

This edition of The Communicator comes with your edition of theResidents’ Summary Annual Report. This tells you all about ourperformance in 2013/14.

We hope you enjoy reading about our bumper crop of activities - anddon't forget to return the Communicator survey on page 20, to tell uswhat you think of this magazine!

If you’d like to learnmore about getting

involved at any time,please call the ResidentInvolvement andCommunications Team on01277 844242 or email

[email protected]

Or Text INVOLVE to07860 021752

ContributorsAde AdelekanCommunity Development Officer

Jorgen DyerHead of Estate Services

Irene FergusonService Improvement Manager

Liz RobinsonService User Involvement Officer

Mark SaintCommunity Web Developer

Samantha WaitHead of Resident Involvementand Communications

THE COMMUNICATORPAGES 1/2

Jo March, Editor

Swan’s estates havebloomed this summer.Find out what’s beengrowing in your area inthe local section startingon page 12.

Summer bloom


Another summer of fun forour 8-16 year olds!

Swan is committed tosupporting our youngresidents and thissummer we weredelighted to work withThe Stifford Centre todeliver four weeks of freesummer activities foryoung people living inEssex and London.

The schemes, which ranover two weeks in Londonand two weeks in Essex,were even better attendedthan last year. 80 childrentook part in the Essexscheme, with an averageof 50 children attendingeach day. In London 52children took part with anaverage of 40 childrenattending each day.

Activities on offer includedbowling, cinema,swimming, ice skating,water sports, healthycooking and healthyeating. The young peoplealso visited the LondonDungeon, the LondonAquarium, Clacton-on-Sea andDiggerland. Theprogramme was designedto give young people thechance to meet newfriends, learn new skillsand to promote aspiration.

Feedback from bothchildren and parents hasbeen fantastic. This yearwe were also delighted tohave many volunteersworking with The Stifford

Centre to deliver theprogramme. Volunteersincluded parents, residentsand in particular, three ofour young people who,having taken partthemselves over manyyears, have now outgrownthe scheme – Josh,Nathan and Marie. Thankyou to you all.

Finally, we want torecognise the support wereceived both from ourCommunity FundingGroup, who helped usboth apply for funding andto appoint Stifford; andfrom Axis who provided£3,000 of funding towardsthe Scheme.

132children took part

8trips taken

13Guinness WorldRecords attempted

100%attendance atDiggerland

100%attendance atSouthend

End of SummerScheme celebration

This year, to celebrate theend of Swan’s SummerScheme, the ResidentInvolvement Teamorganised a closingceremony at West HamFootball Club whichincluded a “dance off”between the Essex andLondon schemes (wecouldn’t decide on awinner!) and an inspirationalpresentation fromParalympic Gold medalwinner Naomi Riches MBE.

You could hear a pin drop asNaomi explained to over 60young people she had beentold her sight would stop herdoing things, but after beingasked to try out for the GBrowing team, suddenly it was

the reason she could dosomething amazing!

She explained the hard workand determination that it hadtaken to get to the final in the2012 Paralympic Games.There was a road safetymessage thrown in too, asNaomi revealed that she hadto battle to regain her placeon the team after she was hitby a car.

As well as presenting theyoung people with theircertificates, Naomi broughtalong her Paralympic GoldMedal. The young peoplewere clearly inspired byNaomi’s journey and thankedher, Stifford and Swan forhelping make their Summer2014 one to remember.

Fast Facts about Naomi Riches• Born: 1983

• Registered blind

• Studied Metalwork and Jewellery Design at University where she was askedto try out for the Team GB rowing squad

• Six-times World Champion in adaptive rowing

• Won Gold at the London Paralympic Games in 2012 and Bronze in Beijing in 2008

• Awarded MBE for services to rowing in 2013


20 Thank yous

We are continuing tocelebrate Swan’s 20thAnniversary year and ourChair, Valerie Owen OBEand Chief Executive, JohnSynnuck recently hostedan event to thank 20people who have made asignificant difference toSwan’s success over thelast 20 years. These 20people represent a cross-section of residents, staff,stakeholders, partners andsuppliers.

Residents who wererecognised for theirongoing commitment anddedication included Stellafrom Forest Gate, Royfrom Bow Cross, Tysonfrom London, Carol fromSteeple View, Basildon,Judy from Craylands,

Basildon and the late JohnElkins from Basildonwhose award wascollected by his wife, Julie.

The celebratory event, heldon our regenerated BowCross estate, alsoprovided the firstopportunity to showcase astunning piece of artworkproduced by Swanemployees earlier this year.

There are more plans tocommemorate Swan’s20th Anniversary. You canget involved by taking partin our 20th AnniversaryPhotography competitionon page 6.

Last year seven Swanresidents completed theChartered Institute ofHousing Level 2Certificate in Housing.We are delighted topresent the Class of 2015.

The residentsphotographed havesuccessfully applied toundertake this wellrecognised and accreditedqualification. They will study,via a day release programme,at Lewisham College.

The students include aMember of the ScrutinyPanel and a member of theEssex RCC. One of thegroup is already a housingprofessional and isdelighted that Swan isenabling her to further herknowledge.

We will be following theirprogress over the next sixmonths and wish them allthe best with their studies!

Class of 2015!

Are you a budding DavidBailey or simply a happysnapper? Have you takenan amazing selfie? HelpSwan raise money for agood cause by enteringour photographycompetition. You could winan iPad Air!

This year Swan staff aretrying to raise £20,000 forthe Swan Foundation, whoprovide opportunities forpeople in yourcommunities. Manydifferent fundraisingactivities are happening,from world record breakingattempts to staff bakingcompetitions. Thisphotographic competition

is open to everyone –Swan staff, residents andthe general public!

To enter we’re asking for a£5.00 donation (or £3.50for those under 16 years ofage) per category.

A panel of judges,including a professionalphotographer, will selectthe winners. There will betwo winners in eachcategory – 16 and underand Over 16. The winnerswill receive a prize and acommemorative glassplaque engraved with theirname. Prizes include aniPad Air, mobile phonesand digital cameras.

To enter, visit www.swan.org.uk, fill in the short form, upload your picture and make your donation through a cardpayment. Alternatively, you can post your photograph to us at: Photography Competition, Pilgrim House, HighStreet, Billericay, CM12 9XY. Don't forget to include your name and address and a cheque or postal order for £5made payable to Swan Foundation.

Categories/themes forthe competition are:• Best ‘selfie’• Funniest pet picture• Best community

image

• Best photograph of aSwan property

• Best picture of aSwan staff member

• Local landmarks

Photography competition


Web4residents.org.uk is celebrating its tenthanniversary! The site started life in 2004 asa long list of useful links for residentsthat quickly grew to include storiesand documents. Today it containsover 500 news stories, articles andthings you need to know. Lastyear, the site received over 7,500unique visits.

On web4residents.org.uk you canfind our news stories and evenregister to attend our events andtraining courses. Registeringonline is simple and this summernearly 25% of applications toattend our Residents’ Day weremade online. We want to make itbetter so look out for an updatedResident Involvement section; betterevent notices, and possibly even asearchable map showing the locations of allour estates and offices!

Ten Years of Web4

32%increase in visits in2013/14

227views of digitaledition of SpringCommunicator

7,500 unique visits in2013/14

25%of residents whoattended theResidents' Daybooked online

2004 2010

201320062004

2007

Seventeen-year-old Josh,from the Craylands estatein Basildon, lives andbreathes football! He hasalways played for localteams and, aged 11,joined Craylands YouthFootball team which is runby Ade Adelekan,Community DevelopmentOfficer. Swan recently paidfor Josh to attend an FAAccredited RefereeingCourse bringing Josh alittle nearer to achieving hislong held dream ofbecoming a Premiership-level referee.

Completion of this FAAccredited Refereeing

Course means Josh is nowable to earn money at theweekend taking part insomething he enjoys and,importantly, withoutdisrupting his studies.

Josh refereed his firstmatch at Swan’s annualInter-Estate FootballTournament in Marchwhere he was joined onthe pitch by FA accreditedofficials from Chelsea FC.Josh has now achieved hisFA badge (awarded afterhe officiated at six matchesand passed a furtherassessment) and he hopesto continue on the path tothe Premiership!

Samantha Wait, Head ofResident Involvement said:

“Josh began hisinvolvement with Swanthrough grass rootsfootball and, byfunding Josh'srefereeing badge, weare able to supportboth him and hiscommunity as we hopehe will continue toofficiate local matchesfor many years tocome.”

Swan supports young referee’sPremiership dreams!

“I have alwaysbeen impressed byJosh’s attitude andcommitment. I amproud to haveworked with Joshfor the past sixyears and have nodoubt that he hasthe dedication andability to achievehis dream.”Ade Adelekan,CommunityDevelopment Officer

Josh said:

“I want tothank Swanfor helping meon the path toachieving mylifelong dreamof refereeing a Premiershipfootballmatch”


Water saving initiative in partnershipwith Axis and Essex & Suffolk Water

Swan recently workedalongside Essex & SuffolkWater and Axis to delivera water saving project toresidents homes inBasildon.

Residents who wereinvolved in the projectreceived a selection of freeproducts that were fitted intheir homes and gardens.The new products meanthat these residents andtheir families now usesignificantly less water everyday, saving money on theirwater bills whilst reducingtheir impact on theenvironment.

Nearly 500 water savingproducts were installed in69 households! It is

estimated that eachhousehold fitted with thewater saving devices saves41.9 litres of water everyday (about four wateringcans full of water perhousehold, per day!).

Essex is the driest county inthe UK and Essex & SuffolkWater is one of the leadingwater companies inimplementing waterefficiency initiatives. Swan isdelighted to be able to workwith them, helping everyoneto reduce the impact wehave on the environment.For more water savingtips visitwww.eswater.co.uk/your-home/using-water-wisely.aspx

Do you know of alocal charity making abig difference in yourcommunity? Would anew minibus helpthem extend the carethey provide? If yes,then read on…

Axis Foundation, thecharity arm of ourrepairs partner, Axis, isdonating a brand newMercedes Minibus to aregistered charity. TheAxis Foundation hashelped hundreds ofsmaller charities reachthousands of people inneed.

Until 31 October 2014,the Axis Foundation isaccepting applications

from registered charitieswishing to beconsidered for thisgenerous donation.

Please tell organisationsthat you think couldbenefit from a minibusto visitwww.axisfoundation.org/minibus to apply.

There will be a publicvote to decide whichcharity receives theminibus.

You can help decide bycasting your vote onwww.axisfoundation.org/minibusbetween 10and 21November 2014.

The Great Big Minibus Giveaway

Wheelie bin cleaning - Local offer...

At Swan we want to putthe care into caretaking.We know that ourelderly or vulnerableresidents sometimesneed a little bit of extrahelp with some of thoselittle jobs that needdoing around the house,especially where theydon't have families whocan help.

Our handyman has alreadybeen helping by givingresidents up to two hoursof assistance - putting upcurtains, shelves etc.When requested, theEstate Services Team alsoprovide an annual internalwindow cleaning servicefor these residents and thisyear we are extending thehelp on offer to includewheelie bin cleaning.

So, if your wheelie bin is in need of a clean, give us a call and we’llarrange to freshen it up for you!

To find out if thisservice can help

you or to find out moreplease contact JorgenDyer, Head of the EstateServices Team on 01277 315225.

THE COMMUNICATORPAGES 11

The Swan/Axis RepairPartnership has been inplace now for five years.Over this time we haveseen significantimprovement acrossmany of our performancemeasures such as:

• 98.88% of routine repairscompleted on time

• Average time tocomplete a repairreducing to 4.25 days

• 95.25% of repairscompleted at the first visit

These results are topperformance whencompared with theperformance of similarhousing associations.

Alongside this, our costs ofdelivering the service arelow, so delivering good valuefrom your rent. However,satisfaction remains at 75.9%and we want to increase thisto 80% by March 2015.

Over the last month we havespoken to residents andstaff to hear views on howwe could improve. You toldus:• You need to be kept

informed when workscannot be completed onthe first visit

• We need to resolve yourcomplaints faster

• We need to make surethat we provide enoughdetail on works orders forthe job to be completed“right first time”

The Review Team are nowcomparing our approachagainst other organisationswho have high levels ofsatisfaction and thatincludes comparing ourrepair standards (whatrepairs we carry out) andthe standard of ouraccommodation when welet homes to new residents.

We plan to complete the review by November 2014 andwill update you on the outcome in the Winter edition ofThe Communicator.

If you have any views you would like to contributeplease email [email protected]

or telephone the Business Improvement Teamon 0300 303 2500

Improving Swan’s Repairs Service

Resident Training changes lives!

Brenda is a resident fromEssex who always wantedto own her own business.When she was maderedundant from her job asa prison officer, sheattended Swan’s free FirstAid and Food Hygienecourses, as part of theResidents’ TrainingProgramme in 2013.

Since completing thecourses, Brenda hasbought a catering van andrents a second one. She

now runs a successfulcatering business and hassecured a number ofcontracts catering foroutside events.

“Swan has changed my lifecompletely and have helpedme to achieve my dream ofrunning my own cateringbusiness.”Brenda

ESSEX LOCAL NEWS PAGES 12

THECOMMUNICATORESSEXYour “local” section!

Oasis Court gets Gardening

Residents at OasisCourt, Southend havegot the gardening bug.They want to see Swan’sEssex-based gardeningcompetition extended tocover their area in 2015,so have provided us withan example of what theyare already growing. Welook forward to seeingmore Southend gardensnext year!

If you want to getmore involved with

growing projects pleasecontact your CommunityDevelopment Officer,Terry Webb on 01277 844242

or email him [email protected]

ESSEX LOCAL NEWS PAGES 13/14

Craylands CommunityGarden is launched

We are delighted to reportthat this year’s annualGarden Competitions on bothour Five Links and ChurchView Estates in Basildon,were bigger than ever. Thecompetitions culminated in ajoint awards ceremony whichtook place on 28 August andsaw the Mayor of Basildon,Councillor Mo Larkinpresenting the awards.

The scheme (funded by a SwanCommunity Grant), encouragesresidents to make theirneighbourhoods bloom.

Terry Webb, CommunityDevelopment Officer, supportedthe Five Links and Church ViewResidents’ Associations todeliver this annual event. Thisyear there were six categoriesincluding the newly introducedNeighbourhood and Children’sawards.

Competition was fierce andfinal judging was carried out bya panel of independent judgesincluding representatives of theLaindon Horticultural Societyand local garden centres. Youcan see more pictures online atweb4residents.org.uk

In July, residents on theCraylands Estate joinedSwan staff at the launchof a community gardenand free ICT training wasalso on offer.

The garden is a jointproject between SwanHousing Association, theSwan Foundation and thedeveloper, Swan NewHomes. The localCraylands ResidentsGroup also supported thegarden launch by donatinga picnic table and bench,completing the newgarden which is designedfor local residents to growproduce in and cometogether as a community.

The garden was planted bylocal residents using plantsdonated by Writtle Collegeand Swan staff. Localresident Lynn Wyatt, whoalso completed a course atWrittle College earlier thisyear, was also on hand tohelp.

For those residents whopreferred to stay out of thesun, Swan’s local residentDigital Champions, Janand Christopher were onhand to help residentsbuild their confidence touse basic ICT skills to helpthem create a CV, apply forjobs, or simplycommunicate via email withfamily and friends.

Best in show - Five Links and Church View Basildon

New for 2014! Garden Awards come to Chelmsford

This year, for the firsttime ever, the ResidentInvolvement Teamintroduced the SwanAnnual Gardencompetition toChancellor Park inChelmsford.

Although residents werereluctant to nominatethemselves, the teamwalked the streets ofChancellor Park to identifythe best gardens and, aftercareful consideration,agreed on these threewinners.

The winners each receiveda shopping voucher and aframed certificate.Next year we hope to havelots more of ourChelmsford residentsgetting involved. Best Front Garden

Best Back Garden

Best Hanging Basket

ESSEX LOCAL NEWS PAGES 15

Community Grants

Following recent articles on health checks for theover 40s, the team are now taking these checks toSteeple View, Noak Bridge, Langdon Hills andLaindon West. If you want to find out more callthe Resident Involvement Team on 01277 844242.

So far we have “MOT’d” 131residents and 46% of theseresidents had to be referred totheir GP. So, if you are over 40and living in these areas,please look out for the flyerscoming through your door.

Health Checks Continued...

Many of these eventshighlighted on pages 12-14 were made possibleby residents applying fora Community Grant fromSwan. These grants ofup to £500 are designedto enable residents tohold events andactivities to bring theircommunity together.Why not get togetherwith your neighboursand see what you coulddo with a CommunityGrant from Swan?

If you want to findout more about

Swan’s CommunityGrants, call the ResidentInvolvement Team on01277 844242

or find out moreinformation at

web4residents.org.uk

Three hundred and The community

fifty pounds only £350.00

21/6/2014

Swan HA

THECOMMUNICATORLONDONYour “local” section!

LONDON LOCAL NEWS PAGES 12

Swan Foundation named as TowerHamlets College’s Charity of the YearTower Hamlets Collegehas chosen the SwanFoundation as its charityof the year for 2014. Thefurther education collegewill support the SwanFoundation by carryingout various fundraisingevents throughout theyear as well as offering‘in kind’ support. ManySwan residents arestudents at this college.

This is the first time theSwan Foundation hasbeen chosen by aneducational establishmentas a charity partner andover the coming year wewill be working together toidentify and deliverprojects that benefit theyoung people who attendthe college and thecommunities they live in.

Pam Brown, SwanPrincipal, said

“The next year will bean exciting time forboth the Foundationand Tower HamletsCollege working inpartnership to supportlocal people andaddress the challengesof regeneration insocially andeconomically excludedareas. We will behelping peopleovercome theobstacles to success.These obstacles covermany aspects ofpeople’s lives and thepriorities we have setreflect that.”

LONDON LOCAL NEWS PAGES 13/14

Blackwall Reach Funand Information Day!

On Saturday 30 August,Swan staff held theannual Blackwall ReachFun and InformationDay. This joint event,organised in partnershipwith the LondonBorough of TowerHamlets RegenerationTeam, saw residentsenjoying a deliciousBiryani lunch, popcornand candy floss, abouncy castle, facepainting, badge makingand music.

At the event, residentsreceived updates on theregeneration of RobinHood Gardens, where thefirst new homes areexpected to be ready inSpring 2015.

Residents also got to voteon the name for the newcommunity facility Swan isbuilding; (“The Reach” wasresidents’ preferredoption!) and on whatactivities they would like tosee offered at the newmulti-use centre.

The Prince’s Trust werealso on hand at the eventto provide training andemployment advice andthey had lots of enquiries!

We would like to thankCountryside, the firmbuilding the first phase ofthe homes, who provided£500 of sponsorship forthe event.

Exmouth Women’sGroup, Chai ‘n’ Chat

The Exmouth Estate hashad a fantastic responseto its recent initiative; Chai‘n’ Chat. The sessions arehosted by the ExmouthWomen’s Group and aredelivered with theassistance of The StiffordCentre. The sessions havebeen very popular andwork as a fantastic socialplatform where residentscan get to know theirneighbours. Each sessionhas a particular theme andresidents are able to chatinformally. Recently thewomen in the group havevisited Southend-on-Sea,been fruit picking, andhosted an Eid Partyattended by over 50women!

Feedback has been verygood and so we hope theproject will continue togrow as it has become animportant social event inthe calendar for thewomen involved.

The sessions areopen to all women

living on the ExmouthEstate. To find out howyou can get involvedplease call the ResidentInvolvement Team on01277 844242.

Date for your diary Oldchurch Fun Day! 25 October 2014Watch out for the leaflets coming through your door!

OCT

25

LONDON LOCAL NEWS PAGES 15

The Bow Cross Youth Club

Bow Cross Youth club isgrowing fast following itsre-launch in early summer.It runs at the Bow CrossHall every Tuesdaybetween 4-7pm and isopen to young peopleaged 8-16.

It’s free, great fun and,following the introductionof a female youth worker,is now attracting moreyoung women. The youthclub aims to deliver lots offun activities but also toprovide advice on stuffthat matters to our youngpeople including healthylifestyles and how to staysafe online.

If you want to findout more about this

or our other Youth Clubscall the ResidentInvolvementTeam on01277 844242.

50 children from acrossLondon travelled toExmouth over the twoweeks of the scheme.They made great use ofthe Community Hall and,with the kind support ofthe Exmouth ResidentsBoard, the estate SocialClub.

Thank you to our Exmouth Estate which hosted this year’s LondonSummer Scheme!

Hardworking resident in chargeof training others!We encourage ourSupported HousingService Users toexperience work ortraining and recentlymet Glen and Rogerwho live at MiddleCloisters inBillericay. Glenvolunteers at theSalvation Army inHadleigh. His dutiesinclude estatemaintenance; cuttingthe grass, weeding,litter picking andtidying up. Glen hasreceived specialtraining to use a jetwash for cleaningpaving.

His success meansthat he is nowresponsible fortraining other serviceusers with LearningDisabilities to use theequipment.

Glen said

“I really enjoygetting out andabout and amenjoying my job

more and more andmore each day. Ilove showing theother apprenticeshow to use the jetwasher!”Hardworking Roger,has two jobs!

He works in thekitchen at theAshleigh Centre,making drinks andclearing tables. Healso helps Glen lookafter the estates forthe Salvation Army.

Roger said

“I love to keep busyand meet newpeople. I reallyenjoying going tonew places withGlen, as part of ourEstate Cleaningschedule” Glen and Roger aresupported by NewFutures Care staff,who work inpartnership withSwan.

THECOMMUNICATORSUPPORTED HOUSINGYour “local” section!

SUPPORTED HOUSING LOCAL NEWS PAGES 12

If you want help to get work experienceor training contact your Supported

Housing Officer on 0300 303 2500

SUPPORTED HOUSING LOCAL NEWS PAGES 13/14

Residents at DobsonsHouse have beengetting creative duringregular art and craftssessions held in theircommunal lounge.They have producedan impressiveselection ofwatercolour paintingsand drawings and areconsidering holding anart competition at thescheme. Dorothy,resident at DobsonsHouse said:

“I really enjoyjoining in thisactivity at DobsonsHouse as it helpsme to be creativewhilst encouragingme to be active!”

Promising artists at Dobsons House

The residents ofBoyes Croft, ascheme for olderpeople in GreatDunmow, recentlycontacted LizRobinson, theService UserInvolvement Officer,to ask her to pay avisit to Mr and MrsCrisp to hear abouttheir 'Going GreenIdeas'.

Mrs Crisp has installeda water butt in herback garden to helpsave water. She said: "I am really happy tobe doing my bit for theenvironment as well assaving water andmoney. I put the water

I collect in the waterbutt to good use in mygarden and on thecomplex itself. I waterall the hanging baskets,my flowers and mygarden. I even use thewater in my bird bath!

Mrs Crisp suggestedthat it would be a greatidea to have morewater butts installed inall Swan schemesacross Essex, tofurther help reducewaste and save water!”

For more water savingtips visitwww.eswater.co.uk/your-home/ using-water wisely.aspx

Residents saving water!

SUPPORTED HOUSING LOCAL NEWS PAGES 15

Following the receiptof grant fundingfrom Harlow HealthCentres Trust, LizRobinson recentlymet with residents atDobsons House,Boyes Croft andOakroyd House. Atthe meetings theresidents discussedhow they would liketo get involved andwhat sort of healthand well-beingsessions they wouldlike.

Residents at theschemes were allkeen to try somealternative relaxationtherapies so we setup a series of tastersessions inReflexology, IndianHead Massage andHand Massageamongst otherrelaxation techniques,with experienced andqualified therapists.

The sessions havebeen a great successwith all availableappointments beingbooked up. A fewresidents are evenconsidering paying forfurther treatmentsnow the course hasfinished.

We have receivedmany comments fromthe residents who allenjoyed the sessionsso much. Here are aselection of theircomments:

Fifty residentsbenefited from thesetreatments and allreported animprovement in theirgeneral health andwell-being.

Residents haverequested that we tryto secure furtherfunding to continuethese sessions.

Alternative Therapies funded by HarlowHealth Centres Trust prove a hit

“I’m going tosleep well

tonight, it wasreally good, I can

really feel thefeeling coming

back up mylegs”

Elsie

“I thought it wasbrilliant, I amreally looking

forward to thenext one!”

Dee

“Thank you verymuch, that was

very nice andrelaxing and I

will be back nextweek”

Jean

“This hasimproved my

arm movementand I feel more

relaxed”Bill

“This made mefeel good, calm,

relaxed anderased tension,

stress and pain.I de-stressed,

feel relaxed,have a generalfeeling of well-

being (Moreplease !!)”

Pam

THE COMMUNICATORPAGES 16

Swan is always on thelookout for resident’ssuggestions for howwe can make ourservices better.Resident’ssuggestions help usto improve ourbusiness.

Your Big Idea mayalso be useful for usto share with otherresidents! Help usshare usefulinformation with otherresidents and deliverthe services you reallywant.

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 on your STARCARD for any ideas that wecan 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

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

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

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

Return your suggestion slip to:The Customer Feedback

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

My big idea...

The commitment andhard work of ourAllocations Team inhelping our residents toachieve a MutualExchange was recentlyrecognised when Swanwere awarded one of sixregional “HomeSwapperStar Landlord Award2014”. Over 1,550 (17%)of Swan residents areregistered onwww.homeswapper.co.ukLast year we completedmore than 200 swapsand in the three monthssince April we havealready completed 63swaps!

Richard Blundell, CEO of Housing Partners, the company behind HomeSwapper, theUK’s largest mutual exchange service, commented:

“Swan were one of the earliest adopters of our service and have seen some of the mostimpressive results. Swan’s staff work hard to make mutual exchange work for theirresidents and the result is that Swan is fast approaching a remarkable 1000th swap.”

For help registering with HomeSwappers or for more information please callAllocations on 0300 303 2500.

Swan recognised as a “Star Landlord”by HomeSwapper


Swan Foundation reaches £500K grant milestone

The Swan Foundationhas awarded NewhamAll-Star Sports Academy(NASSA) a grant worthover £10,000, which willhelp the charity continueto inspire young peopleto realise their potential.This grant is particularlysignificant for the SwanFoundation as NASSAreceived the very firstgrant issued by SwanFoundation in2010/2011.

Since this time bothorganisations have gonefrom strength tostrength. The SwanFoundation has nowdonated over £500,000in grants and in-kindservices to local projectsin East London andSouth Essex since itsformation in 2009.

Swan Foundation is acharity dedicated toimproving people's lives.The Foundation buildspartnerships withbusinesses to invest incommunities and helpsto turn aspirations intoreality. Otherorganisations that haverecently benefittedinclude the SteepleviewDuke of EdinburghAward Centre inBasildon who received adonation of a Samsungtablet and walkie talkiesand children’s charityCCHF All About Kidswho received funding toenable children fromunderprivilegedbackgrounds in East

London to spend time ina residential activitycentre.

Swan HousingAssociation support theSwan Foundation and tocelebrate Swan’s 20thAnniversary, ValerieOwen, OBE, Chair ofSwan’s Board, haschallenged theemployees of Swan toraise a total of £20,000for the Foundation.

£1,000£2,000

£3,000

£4,000

£5,000

£6,000£7,000

£8,000

£9,000

£10,000

£11,000£12,000

£13,000£14,000

£15,000

£16,000

£17,000£18,000

£19,000

£20,000

Swan's target is£20,000. So far wehave raised over£4,000.

Everyone at Swan workshard to make sure ourhomes go to the peoplethat need them and wecontinually strive toidentify and stamp outfraud. Our approach hasbeen highly successfuland in the past 12months we havesuccessfully recoveredthree properties. Anothercase is currently goingthrough court and wehave served notices on afurther four homes wherewe believe tenancy fraudhas happened.

Success in fight against fraudthree properties confiscated from fraudsters

What istenancyfraud?Subletting - a tenantlets out their homewithout theknowledge orpermission of theirlandlord. This is acriminal offence andpenalties include aprison sentenceand/or a large fine.

Not living in theproperty as theirprincipal home - thisincludes when thetenant moves in witha partner but keepsthe property 'just incase'.

Key selling - is wherea tenant has beenpaid to give someoneelse their keys.

Obtaining housing bydeception - a personhas got a home byproviding falseinformation.

Wrongly claimedsuccession – atenant dies andsomeone, who is notentitled to, tries totake over or succeedthe tenancy. Forexample, they mightsay they lived withthe tenant beforethey died, when infact they were livingelsewhere.

Kelly Belcher is Swan’s specialist Fraud and Tenancy Officer who investigates every report of suspected tenancy fraud that we receive. She works closely with the local councils’ anti-fraud teams and has referred cases to them for further investigation.

Swan are participating ina National FraudInitiative (NFI) exercise topromote the properspending of publicmoney. We areparticipating voluntarilyand will provide theAudit Commission withparticular sets of data formatching as set out inthe Audit Commission’sguidance which can befound athttp://www.audit-commission.gov.uk/nfi

Our participation in theNFI will assist in theprevention and detectionof fraud against SwanHousing Group andorganisations within thepublic sector. Furtherinformation is availableon our website atwww.swan.org.uk

If you have anyquestions or would

like to receive hardcopies of the informationavailable online contactPatricia Leahy on 0300303 2500 or email [email protected]

Swan takes part in National Fraud Initiative

If you suspect someone is committing tenancy fraud, please let us know. Itcould make a home available to a family in real need. You can report your

suspicions direct to our Fraud and Tenancy Officer Kelly Belcher on 0300 303 2500

or email [email protected]

FRAUD


Rent Increases How much will you pay for your Swan home?

Checking your rent balance just goteasier! E-Statements are nowavailable via Swan’s Web Portalwhich can be accessed throughWeb4residents.org.uk

It’s really easy to use the newsystem, just visitweb4residents.org.uk If you’venever used our online servicesbefore, you’ll need to register.Registration is quick and easy. Itonly takes a few moments if youensure you have the following

information to hand:

• Your tenancy referencenumber (you can findthis on your rentstatements);

• Your email address.

Once you are registered,the portal will allow you toreview your rent charges andpayments, track the status ofyour repairs and report new repairs.

E-Statements

All Swan rents arereviewed each year andresidents receive a letterin October advising themof their new rent.

Our rents are reviewed in-line with the Rent Standardset by the Homes andCommunities Agency. TheRent Standard currentlystates that rents can beincreased by no more thanRPI + 0.5%, plus up to £2to reach the target rentlevel.

As a Housing Association,Swan is committed toproviding homes at rentsthat are affordable toresidents. Our rents aresignificantly cheaper thanthose in the private sector,as you can see from theexamples here:

If you have anyqueries about your

rent please call theIncome Team on 0300 303 2500.

Average weekly rent for a Swan 1 bedroom home in Tower

Hamlets = £114.47 per week

Average weekly rent for a privately rented 1 bedroom home

Tower Hamlets = £264.23 per week(Source: Right Move)

Private

Average weekly rent for a Swan 3 bedroom home in Basildon

= £110.16 per week

Average weekly rent for a privately rented 3 bedroom home in

Basildon = £177.70 per week (Source: Right Move)

Private

It’s been a whole yearsince we launched ournew look TheCommunicatormagazine. We havereceived manycompliments since ourredesign and now wewould like to know whatyou really think!Everyone who returns aquestionnaire will beentered into a prize drawto win a £50 shoppingvoucher.

1How interested areyou in The

Communicatormagazine?Please circle one number 1 = not very, 5 = very interested1 2 3 4 5

2How satisfied areyou with the layout

of The Communicator?Please circle one number 1 = not very, 5 = very satisfied1 2 3 4 5

3How satisfied areyou with the quality

of the writing?Please circle one number 1 = not very, 5 = very satisfied1 2 3 4 5

4How satisfied areyou with the overall

content?Please circle one number 1 = not very, 5 = very satisfied1 2 3 4 5

5Do you find thearticles and

information in TheCommunicator useful?

~Yes ~No

Reasons/Comments

______________________________________

______________________________________

______________________________________

6Have you orsomeone in your

household everbenefited fromsomething you readabout in TheCommunicator?

~Yes ~No

If yes, what?

______________________________________

______________________________________

______________________________________

7Is there anythingelse you would like

to see included in TheCommunicator regularlyor as a one-off feature?

______________________________________

______________________________________

______________________________________

8Have you looked atThe Communicator

online?

~Yes ~No

Any comments?

______________________________________

______________________________________

______________________________________

9Would you prefer toreceive The

Communicator digitally(where possible, wesometimes need to sendcopies to fulfil certainregulatory requirements)

~Yes ~No

If yes: Name:

______________________________________

______________________________________

Address:

______________________________________

______________________________________

My email address is:

______________________________________

qHow do you rateeach of these

regular Communicatorfeatures?Please circle one number 1 = poor, 5 = excellent

Local section1 2 3 4 5

A Day in the Life…1 2 3 4 5

Kid’s Zone1 2 3 4 5

STARCard Competitions1 2 3 4 5

Performance Corner1 2 3 4 5

wHow would you rateThe Communicator

newsletter overall?Please circle one number1 = poor, 5 = excellent1 2 3 4 5

eAny othercomments?

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

rWould you beinterested in joining

the Virtual Editorial Panelof residents who helpwith each edition of TheCommunicator from thecomfort of your ownhome?

~Yes ~No

If yes: Name:

______________________________________

______________________________________

Address:

______________________________________

______________________________________

My email address is:

______________________________________

The Communicator magazine satisfaction survey

Tear out page – Please return yourcompleted questionnaire to Jo March,

Resident Communications Manager, SwanHousing Association, FREEPOST ANG10361,Billericay CM12 9ZZ. Entries must be received by28 November 2014 to be entered into the draw towin the shopping voucher.

!

How did we do?Year to date 14/15

Stage 1 complaintsresponded to within

10 working days(Target 98%)

97.6%complaints receivedin this period

126

Emergencyrepairs donewithin time(Target 99%)

100%Standard repairsdone within time

(Target 99%)

99.6%

Properties with a validgas safety certificate

(Target 100%)

99.7%People satisfiedwith the repairsservice(Target 80%)

70%

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

2.94%

_CALENDAR

XXXXXXXXXX

payren

t

Ab


SuggestionsWe always want to hear your ideas about the wayswe can improve. Fill in the suggestions schemecoupon on page 16 or do it online atweb4residents.org.uk for your chance to win £50 on your STARCARD.

ComplimentsWe have received 39 compliments this year. Here aresome examples of what you have said:

“I would like to take this opportunity to say abig thank you to all staff at Swan for lettingthis lovely flat to me... I feel so safe here, Ican't thank you enough for your highprofessional standards. Keep up the greatwork you all do.” Mrs H, Basildon

“To all the staff in the NHS office atChelmsford - thank you for making our staywith you guys comfortable. Now we can gohome once again, thank you so much.” The H Family

“Vivo have been marvellous. I will carry whatyou have done for my mother with me always;you are making a difficult time easier for myfamily. ” Family of a patient receiving palliative care from Vivo.

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

Business Improvement Team on 0300 303 2500.

People satisfied withhow their ASB report

was dealt with(Target 72%)

93.75%

Average number ofdays taken to re-let

an empty home(Target 16 days)

18.7

Repair appointmentsthat were kept

(Target 95%)

95.5%

People satisfied withthe complaintsprocedure (Target 70%)

64.5%+

What we have learnt from you...

“Following resident feedback wenow carry out even moreidentification checks during thelettings process”

bove target Slightly below target Significantly below target

You can find more detailedperformance statistics onwww.swan.org.uk


Reducing condensation andmould in your home

What is condensation?Condensation is commonlynoticeable on windows ona cold morning but it canhappen even when theweather is warm. It is mostcommon between themonths of October andApril and is usually causedby normal day-to-dayliving.

There is always somemoisture in the air, even ifyou cannot see it.

Condensation occurswhen warm, moist air hitscold surfaces. This causesthe air to condense andform droplets of wateroften resulting in patchesof black mould. Mould canappear in places wherethere is no air circulation,such as in the corners ofrooms or behind furniture.

What causescondensation?There are three maincauses of condensation:1. Too much moisture

in your home.2. Insufficient

ventilation.3. Cool temperatures.

Normal everyday activitiessuch as cooking,washing, drying clothesindoors, not venting adryer to the outside air orforgetting to turn onextractor fans all add tothe moisture alreadypresent in the air.

How can I preventcondensation? Ordinary daily activitiescan produce a lot ofmoisture quite quickly.Here are some steps youcan take to reducemoisture production inyour home:

1. Open windows to allowmoisture laden air toescape.

2. Cover boiling panswhen cooking and useextractor fans (if fitted).

3. Ensure that tumbledryers are properlyvented to the outside.

4. Dry clothes outsidewhere possible. If not,dry them in thebathroom with the doorclosed and windowsopen or extractor fan on.

5. Do not run the showerlonger than needed asmore water vapourgets in to the air.

6. If you are running abath, put the coldwater in first to reducethe amount of steam.

7. Do not dry clothes ortowels on radiators.

8. Close kitchen andbathroom doors tostop water vapourescaping to other partsof the house.

9. Do not let kettles andpans boil longer thannecessary.

10.Maintain a constantwarm temperature inthe home.

Raise the temperatureThe best way to reducecondensation in your homeis to heat your home with asteady background heat.

This is because warmer air holds more moisture, andas the tempera ture of the walls increases, thepossibility of condensationforming on them is reduced.

MouldThe problemEvery home, however it isconstructed, containsmould spores which aredormant and completelyharmless. Given the rightconditions, these sporesgerminate resulting ingrowths of black mould.

Mould grows on walls andceilings and it grows evenif the area has beenrecently decorated.

Where do you findmould?Mould is found aroundwindows, in the cornersand edges of rooms andbehind and insidewardrobes and cupboards,especially if they areagainst an external wall.

Mould even grows onclothes, handbags andshoes if they are hung upin wardrobes when stilldamp, wet or stored so

tightly that air can'tcirculate.

Total amount ofmoisture producedin your home for 1

day = 25 pints

If you have mould...DO: wipe down theaffected areas with afungicidal wash which canbe bought at most DIYshops. Make sure youfollow the manufacturer’sinstructions correctly.

DO NOT: use bleach toclean walls or ceilings. This may be hazardous,will only have a temporaryeffect and may also endup encouraging mouldgrowth in the future.

How much moisture can beproduced in your home in a day?2 people active for 1 day = 4 pints

Cooking and boiling a kettle = 6 pints

Having a bath or shower = 2 pints

Drying clothes = 10 pints

Four people sleeping = 3 pints

Increasing ventilationwill help prevent

moisture laden air frombeing trapped in your

home and condensingon the windows

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


Here is your chance to win some fabulous prizes as part ofthe STARCARD Reward Scheme. Please check that youqualify by visiting web4residents.org.uk and then justchoose which of these great prizes you would like to win.The closing date for entries is 31 October.

Wii mini & Toy StoryMania GameHow many legs does a spider have?

!2 !8 !12

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

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

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

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

Toshiba 32 inch TVWhat colour is the bullseye on astandard dartboard?

!Blue !Yellow !Red

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

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

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

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

ipad miniDuring Halloween you may see a lotof what?

!Pumpkins !Carrots !Peas

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

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

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

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

1 x prize of £100decorating voucherWhen is Bonfire night?

!5th Nov !10th Nov !20th Nov

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

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

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

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

Gas or Electric CookerWhat might you traditionally ‘bob’for at Halloween?

!Apples !Pears !Grapes

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

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

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

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

1 x prize of £100 tospend in ArgosWhich football team is based inLondon?

!Everton !West Ham !Burnley

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

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

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

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

KIDS’ ZONEMaze game

‘World Cupwordsearch‘winnersWinner - SoccerSchool voucher -Paris - Age 10 -Pitsea

Winners of Colouring Book

Eddie - Age 13 -Wickford

Samsur - Age 11 -London

Junyard - Age 10 -Chadwell Heath

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. Why did thecomputer go to thedoctor?A. Because it had avirus!

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

If you have any goodjokes you think ourresidents would likeplease email them [email protected] make us laugh!

Your Name

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

Your age

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

Address

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

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

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

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

When you have a routehome for Billy cut out yourentry and return with yourname, age and address toKari-ann Waldon, SwanHousing Association,FREEPOST ANG 10361,Billericay. CM12 9ZZ.Entries will be drawn on 3 November 2014.

This competition is onlyopen to residents aged 16or under.

Help Billy find his way home and you could win a £10 Argos Voucher. The three runners up will win a Kids’ Zone Activity Book.

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

Compliments andComplaintsimprove

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]

Swan New Homeswww.swannewhomes.co.uk

Swan Foundationwww.swanfoundation.org.uk

Vivowww.vivosupport.co.uk

Herawww.heramanagementservices.co.uk

Facebook www.facebook.com/swanhousing

What did our Editorial Panel

think of this edition?

"Another great edition well done... I think the

article about how much moisture we make in

our home is particularly interesting, and of

course, all the good work volunteers and

Swan are doing for the community."

Jan from Basildon

What do our staff think of this edition?“Once again, this edition of TheCommunicator looks really good”

Jorgen Dyer, Head of Estate Services

the communicator - autumn 2014

Documents

young people thechance

ouryoung people

autumn edition

swan foundation report

swan staff butour residents

year olds

children attendingeach

summer of fun forour