the communicator summer 2014

THECOMMUNICATOR

7Repairs Round-up

qResidents' DayReport

tSummer Activities2014 Sign Up!

iWhy get contentsinsurance!

aWhat's YourNeighbourhood?

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

Welcome

Welcome to the Summer edition of your Communicator newsletter, This issue continues our celebration of Swan’s 20thAnniversary with an update on our Residents’ Conference,held at West Ham in June. We spent a wonderful day withresidents from across London and Essex... they told us it wasour best conference yet! You can find out more on page 10.

As part of our 20th Anniversary celebrations, we are workingeven harder to get our residents into training and employment.There are lots of real life stories in this edition on what residentsget out of taking part in what Swan offers. There is still time foryou to take part in our Residents’ Training programme. Whynot register today? Find out more on page 3.

In this edition we are also focusing on how important it is for young people to get outside and enjoy the summer sun.The statistics show it is good for them to enjoy our greenspaces considerately. If you have children aged 8-16, as wellas talking to your children about playing considerately, pleasedon’t forget to register them for the free Swan SummerActivities programme – together let's make their summer fun!See page 18.

Enjoy your summer – we look forward to seeing you at one ofthe many local summer events that are taking place. Watchout for local fliers and information.

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

ContributorsTerry BirdGroup Director ofProcurement Services

Ian HaworthAssistant Director ofNeighbourhoods

Abdullah HossainCommunity DevelopmentOfficer

Brody IsaacSustainability Co-ordinator

Diane KettEstate Services Manager

Nicolas KyprianouHead of PartnershipCompliance

Samantha WaitHead of Resident Involvementand Communications

Kari-ann WaldonResident Involvement Officer

THE COMMUNICATORPAGES 1/2

Jo March, Editor

We got off to a greatstart on Saturday 14June, at our annualResidents’ Conference.Residents and staffworked together tocreate an amazing pieceof music with“boomwacker”instruments. As well asgetting everyoneenergised for the day, itdemonstrated just whatwe can achieve byworking together!

Find out more on page 10.

Residents’Conference


At Swan we fully supportthe residents who helpus make key decisionsabout our business.Members of the Essexand London Residents’Consultative Committeesrecently had theopportunity to attend aTenant Training course toimprove their skills.

Pearl Bulloch, member ofthe Essex Residents’Consultative Committeesaid:

“I was looking forward tothe Tenant’s TrainingCourse but, as it is manyyears since I have takenpart in any kind of training,I felt very nervous. When Iarrived I saw the friendlyand supportive faces fromthe Swan Residents’Consultative Committeeand within a very shorttime I was engrossed inwhat I was learning. Thecourse involved quite a lotof theory followed by apractical exercise in theafternoon which used the

skills we learnedthroughout the day.

It was a very good courseand I learned a great deal.It will help me in my role onthe RCC and also for otherthings I may decide to getinvolved with in the future. Ireally enjoyed discoveringthat I could participate andcontribute to a group!”

If Pearl has inspiredyou to get involved,

please call the ResidentInvolvement Team on01277 844242.

Healthy eating workshop

Our popular Residents’Training programme hasgot off to a great start in2014! Residents recentlytook part in a HealthyEating workshop withthe Head Chef at WestHam United.

At the workshop, theresidents got the chanceto prepare three healthydishes: sweet chilli chickenon a bed of browntagliatelli; baked cod filletwith Cajun spices; and afruit smoothie. Afterspending the morning inthe kitchen, everyone atethe food they hadprepared food in theBobby Moore suiteoverlooking the pitch. Theyeven got to take anotherdish home to share withtheir families for dinner!

The residents gave thecourse excellent feedback:

Chris from Basildon nevercooks. He said “I reallyenjoyed myself andpromise to cook for myfamily!”

Aruna said “I only evercook Indian food and mychildren are bored with it. Inow have the confidenceto introduce these recipesand other foods to myfamily.”

Rokid, who attended withhis wife Rothna, also nevercooks. He really enjoyedthe session and Michelle,the head chef, was veryimpressed with his cookingskills. He promised his wifethat he would now cookmore for their family!

TPAS tenant training resident report by Pearl Bulloch

If you would like to sign up for the Residents'Training Programme or a copy of one of the

recipes the residents cooked please call the ResidentInvolvement Team on 01277 844242.

At Swan, we’recommitted to growingboth our business andour residents’ skills. OurResident TrainingProgramme offersresidents the opportunityto join the SwanAcademy at WrittleCollege to obtain aqualification in PracticalHorticulture.

In September 2012, Revjoined the Swan Academyand completed a threeweek City and Guilds Level1 Award in PracticalHorticulture. With Swan’ssupport, he continuedstudying for a further tenweeks and achieved aLevel 1 Certificate inPractical Horticulture,

whilst gaining practicalgardening experience atWrittle College.

In 2013, after completingthese courses, Rev wasinvited to apply for atrainee position in Swan’sGrounds Maintenance andLandscaping Team.Trainees on this team areselected from residentscurrently not in work, whowant a career inhorticulture. Trainees aresupported to obtain aLevel 2 Diploma inPractical Horticulture. Revwas soon joined on thisteam by fellow residenttrainee, Paul.

The trainee role isdesigned to act as a‘stepping stone’ into

employment, with thetrainees given theopportunity to gainvaluable work experienceand professionalqualifications to help themsecure long termemployment within thehorticultural industry orelsewhere.

We are delighted that Revhas now graduated fromthe scheme and has beenemployed by ourgardening contractor,Natural Elements! TomSwash, Director at NaturalElements, is passionateabout supporting thescheme. He alsocontinues to support ourresidents at gardeningevents, providing plants

and expertise and workingwith the ResidentInvolvement and EstatesServices Teams to supportcommunity growingprojects.

Trainee Paul continues tostudy for his diploma andSwan residents Debra andEsmene have joined theteam as the new trainees!They are both working parttime whilst studying fortheir Level 2 Diploma.

If you would likemore information on

the Swan Academy atWrittle College call theResident InvolvementTeam on 01277 844242.

Growing our own: Resident secures job with Natural Elements after training with Swan


Earlier this year our repairs partner, Axis, relocatedtheir call centre to a new office in Stratford. In Mayresidents from the Essex and London Residents’Consultative Committees paid a visit to the new callcentre to see exactly what happens when someonerings to report a repair.

Julie Elkins, member of the Essex RCC, said

“My visit to the new Axis call centre reallyhelped me to understand what happens whencalls are made to the repairs hotline. TheCustomer Service Operators are constantly onthe telephone and often need to speak to amobile operative to obtain an update whilst theresident is waiting on the other line. Followingthe visit to Axis, I have a better understanding ofwhat happens when an operator puts me on holdand I understand that they are trying as hard asthey can to help.”

If you would like to visit the Axis Contact Centre callthe Resident Involvement Team on 01277 844242.

Axis call centre visited by Residents'Consultative Committee

Swan’s Annual Residents’ Day isan important event in the Swancalendar as it gives residents theopportunity to meet with staff fromSwan and our repairs partner, Axis.Axis generously donated £2,000towards the cost of this year’sevent. Terry Bird, Swan’s GroupDirector of Procurement Services(pictured accepting the chequefrom Brian Burton) said

“I’d like to thank Axis for theirgenerous support of Swan’sAnnual Residents’ Day foranother year. Their continuedsupport helps us to provide anevent enjoyed by many of ourresidents.”

Axis gives generously to Swan’s Residents’ Day

We have already told youabout Rev, who withSwan’s support, is nowemployed in horticulture.Did you know that wealso work closely withAxis to help ourresidents into work?

Axis, our repairs partner,have many apprentices,trainees and interns; theymake up an estimated 10%of their total workforce.Recently, we met five of theirPainting and Decorating(P&D) apprentices.Overseen by ApprenticeMaster Clive Brighton, theP&D apprentices work onresidential properties andare supported to study part-time to gain formalqualifications.

During a typical day, theapprentices assemblescaffolding and covers;paint walls, bannisters,roofs and windows; anduse a variety of differentapparatus. Apprentices arealso supported to obtain acherry picker license (whichis an elevated work platformused to reach otherwiseunattainable areas). Theyuse this to paint windowsand fascias/soffits ofbuildings at height.

Pictured are the currentmembers of Axis’ P&Dapprentice scheme. Theyhave all attended a P&Dcourse at a local college andlearnt skills includingAsbestos awareness; First-Aid; Mobile Tower handling;Ladder training; Scaffoldawareness and much more.

One of the apprentices,Colin, is now an AdvancedApprentice who guides theless experienced trainees.Colin said

“It’s a really goodscheme. I enjoyteaching the new guyswhat I know andpassing on theexperience I’ve had.”

Another apprentice added

“The course providesus with a goodopportunity to get outand explore and I'mfinding it reallyenjoyable. If it wasn’tfor Axis, I’d most likelybe just at home so I’mhappy to be here.”

Apprentice Master, CliveBrighton had nothing butpraise for his team...

“They are a bunch ofhard workers and apleasure to work with.I can see a brightfuture for all of theapprentices.”

Axis support apprenticesthroughout their business.We also recently met Jadewho started herapprenticeship at Axis inApril. She receives on thejob training preparing herfor her role as a Customer

Service Representativeand, in September, she willattend college where shewill study for a formalqualification in BusinessAdministration.

Jade said:

"I am really pleased toget this opportunityand am lookingforward to startingcollege in September".

ApprenticesA day in the life of an Axis apprentice


Repairs round-up 2013/2014

In the last year the SwanAxis Partnership hasseen some excellentperformance resultsparticularly with gasservicing where 100% ofour properties had avalid gas safetycertificate at the end ofthe year. However, wealso accept there havebeen some challengesand are sorry if you hada poor experience ofrepairs.

As explained in yourSpring Communicator,Axis made some majorchanges at the beginningof 2014 - introducing newsoftware and relocatingtheir call centre toStratford. Our repairsatisfaction levels for2013/14 reflect howresidents felt about theservice during this time.Before Axis implemented

their changes, we were on track to meet our target forthe year.

We would like to reassureresidents that we have setourselves some toughtargets for the forthcomingyear. In 2014/15, we aim toexceed 80% residentsatisfaction with repairs.This is a challenging targetand, if we can do it, it willput us up there with otherhousing providers as bestperformers. We have madeimprovements to how wedo things at Swan and Axisand we are confident that,together, we can do it!

In the coming year, we arealso planning to workclosely with our residentsto improve our service toyou. This directly followson from the work we did in2013/14, working withresidents to review theRepairs Standard and

simplify repair targets fornon-emergency repairs.Additionally, we deliveredfree DIY and basic repairsworkshops for residents;trained residents toundertake estateinspections and employeda number of apprenticesand staff from thecommunities we serve.

Swan and Axis weredisappointed with theoutcome of the satisfactionlevels for 2013/14 whichsaw no improvement from2012/2013. The goodnews is that the teethingproblems Axis had arenow behind us and we aremoving forward. Earlysigns are really positive.

Together we arecommitted to deliveringquality services for you andwe are confident this yearwill see the Swan and Axispartnership meet its goals.

In numbers

75.6%residents satisfied withrepairs

100%had a valid gas safetycertificate at the end ofthe year

100%resident satisfactionwith adaptationsservice

100%resident satisfactionwith assisteddecorations

94.5%resident satisfactionwith the decent homesimprovements

99%resident satisfactionwith the externalpainting programme

1,000 plusproperties receivedimprovements fromnew roofs to kitchenrefurbishments

429properties externallypainted or receiveddecorations tocommon areas.

The world is going digitaland we want ourresidents to keep up. Werecently held our firstDigital Road Show, inpartnership with OpenDoors Housing, to helpresidents get online.

The roadshow included arange of fun and interestingactivities to introduceresidents to the internet anddemonstrate the benefits ofgetting online. After lunch,residents put their newknowledge to the test bytaking part in onlineactivities. Prizes wereawarded to residents fortaking part and Lesley fromPitsea won the first prize ofa Kindle Fire HD!

Everyone who came along to the Digital Road Showsaid they would recommend the training to others.

ResidentDigitalChampionsUpdate: We havesuccessfully recruitedand trained our firstResident DigitalChampions. These fourresidents are now readyto provide support toother residents at anumber of localcommunity venues.

If you would beinterested in

getting online with alittle help from one ofour champions callus on 01277 844242

or email us atinvolvement@

swan.org.uk

Going digital needn’t be scarySwan’s first Digital Roadshow success!

The world is going digital, but it doesn’t have to be scary. Why not let ushelp you make the most of what the web has to offer? Please telephone

01277 844242 or email us at [email protected] to talk about the trainingand support available.

At Swan, we are committedto ensuring your homestays in good condition andthat it meets the DecentHomes Plus Standardagreed with residents so,every year, we have aschedule of plannedmaintenance work.Planned maintenance workincludes the replacementof windows, kitchens,bathrooms, heating, roofsetc.

If your home is included inthe planned maintenance

programme you will receivea letter from Axis to let youknow when they would like toinspect the replacement item.They will keep you up-to-datewith the next steps,scheduling any work ifrequired and involve you inthe process e.g. you will begiven colour choices anddesign options to choosefrom when we replace yourkitchen. When the workhas been completed, wewill check that you aresatisfied with it.

If you would like to findout if homes in your

area are part of the fiveyear planned maintenanceprogramme for 2014/15you can look online athttp://web4residents.org.uk/5-year-maintenance-plan

If you have anyquestions about our

planned worksprogramme, please callyour NeighbourhoodOfficer 0300 303 2500.

Five year planned maintenance programme


A team of Swan staff andtwo residents from BowCross recently attendedthe annual CommunityImpact Awards dinner.Swan’s regeneration ofBow Cross wasshortlisted from among180 submissions to beone of three projects inthe “BetterNeighbourhoodsCategory”.

On the night, Peabody’sknife crime project was theoverall category winner,but Swan’s regeneration ofBow Cross wasrecognised as an excellentexample of the work thatHousing Associations candeliver.

Staff and residents enjoyedthe evening, meetingNational Federation staffand networking with otherproviders. We also learntabout the great projectsother HousingAssociations are doing andcame away with moreideas for 2014/15!

Swan’s awards success!

So far in 2014 Swan has been shortlisted for fivedifferent Housing awards, giving recognition tothe excellent work we are doing:

Housing Innovation Awards 2014l Most Innovative Housing Providerl Most Innovative Affordable Housing Schemel Most Innovative Use of Community Engagement

TPAS 2014 l Resident Involvement Officer of the Year (Landlord)

Community Impact Awards 2014 l Better Neighbourhoods (Bow Cross)

The best Residents' Conference so far...?

Residents have told usSwan’s AnnualResidents' Conference,held on 14 June, was ahuge success!

83 general needs and 35Supported Housingresidents joined 27 Swanstaff and a team of 4 fromAxis to celebrate Swan’s20th Anniversary at WestHam’s football ground.

This annual event is acelebration of how Swanhas worked with you, ourresidents, over the last 12months. It also lets usconsult with residents onour services and thankthem for their contribution.

This year, after beingenergised by Owen andthe Boomwackers,residents received anupdate on our newCorporate Strategy fromSandra Fawcett, ExecutiveDirector – Housing.Residents then came up

with a wall of “GreatIdeas!” in a sessionfacilitated by SamanthaWait, Head of ResidentInvolvement. These ideaswill be a useful resource tohelp Swan ensure ourresidents are indeed“Happy Customers”.

Following an update fromPete Watts, Director ofCare and Support,Supported Housing, theresidents held their breathduring an exciting streetdance performance by 25dancers from the BowCross dance group. They,along with the Essex Dancegroup, who did a brilliantperformance after lunch,receive funding throughSwan’s Community Grantsprogramme.

After a delicious lunch andtour of the ground, theResident Involvement andCommunications Teamshowcased their work.

Well over 100 residentssigned up to get involvedfurther with Swan, and the Resident Involvementand Communications Team highlighted thedramatic changes in ourresident communicationsin the last year.

The Quiz (with Swancupcakes and elderflowerfizz) was a real hit and theconference ended on ahigh, with the legendaryraffle – where we gave awaya Samsung Tablet, a TV, aNokia Lumia mobile phone,and many other great prizes.

In all, the ResidentInvolvement andCommunications Teamcollected £6,700 worth ofsponsorship anddonations for this year’sconference from oursuppliers – including£2,000 from Axis; and amini Ipad and phone fromSwan Safe.

We had so manyfantastic commentsfrom residents… hereare just a few...

“We had a greatday today and itshows just howmuch you careabout your tenantsand how importanttheir input is to you– I would be happyto pay towards it!”Andrew

"I had a brilliantday... I can't waitfor next year!"Jessica

"My first event andit was veryinformative and funtoo"Darren

THE COMMUNICATORPAGES 11

HomeHunt service

Are you lookingto movehouse?www.homehunt.co.uk isa website used by sociallandlords such as Swanto advertise theiravailable homes. Thereare over 20 sociallandlords advertisinghomes throughoutEngland on the website.Homes advertisedinclude general needs,supported, marketrented and sharedownership properties.

HomeHunt registration isavailable to anyone but,crucially, you will only beable to apply for rentedhomes that are madeavailable to you. To seewhich Swan homes areavailable you must select‘Swan’ as your landlordafter you register. Lastyear, we let 107 homes toour own tenants and thisyear these new lettings willbe administered throughthe www.homehunt.co.uksite.

Please note we areno longer using

HomeKey. If you wish toregister for a transfer youneed to visit theHomeHunt website or ifyou do not have accessto the internet pleasecontact the LettingsTeam on 0300 303 2500.

ESSEX LOCAL NEWS PAGES 12

THECOMMUNICATORESSEXYour “local” section!

Blessing at Spencer HouseWedding Bells at Swan!

We're delighted to reportthat two Swan supportedhousing residents tiedthe knot on May 24!Shirley and Stephenhave known each otherfor over twenty years,but love blossomed overthe last seven yearswhilst they were living atSpencer House, Swan’ssupported living schemein Leigh-on-Sea.

The happy couple, whohave learning disabilities,organised the blessing andthe reception atHollywood’s in Benfleet,with the help of theirsupport workers andsupported housingofficers. A sit down mealand a disco provided theperfect ending to a happyday!

Emma Cole, SupportedHousing Officer, attendedthe blessing and tookthese lovely photos, as thecouple were very happy tocelebrate and publicisetheir special day throughSwan Care and Support.

ESSEX LOCAL NEWS PAGES 13/14

Swan House Foyer andBasildon Job Centrehave joined together tosupport the youngpeople living in the areawith the aim of getingthem into work andhelping them to avoidsanctions which wouldsee them lose theirJobseekers Allowance.

Every week a Job CentrePlus advisor visits the foyerenabling the young peopleto 'sign on'. All the youngpeople who live at thefoyer and currently claimJobseekers Allowancehave been assigned to thisadvisor so they no longerneed to visit the JobCentre in Basildon town

centre. The advisor is alsoavailable to meet withother young people wholive in the local area.

The weekly work clubsessions offer youngpeople the opportunity toreceive an assessment oftheir skills, guidance withCV’s and covering letters,job applications, interview

training and signposting toany other relevant trainingthat they may require. Withthis intensive support, theyoung people are able tobetter identify their skillsand talents and theadvisors guide themtowards jobs that they willbe able to succeed in andenjoy.

John Baron MP visits CraylandsLocal MP visits regeneration site

John Baron MP wasrecently joined by residentsand representatives fromSwan HousingAssociation, BasildonBorough Council and theHomes and CommunitiesAgency who were all keento celebrate the "toppingout" of the first stage of thelatest regeneration phase.

Mary Gibbons, ExecutiveDirector of Strategy &Support at Swan HousingAssociation, said:

“As the regenerationprogresses residents willsee increasingimprovements to thephysical fabric of theCraylands estate itself.Swan, Basildon Council andthe Homes andCommunities Agency arecommitted to delivering afull redevelopment for thelocal community and this

latest progress signifies amajor step in the project.”

Rab Fallon, BasildonCouncil’s lead officer onthe Craylands project,said:

“This is a key milestone inthe Craylands regenerationproject and I am delightedthat residents arebeginning to see theimprovements. We arecommitted to working in

partnership with SwanHousing and the Homes andCommunities Agency todeliver this project for thebenefit of the localcommunity.”

Swan House Foyer work club

If you would like to find out more contact Beverley Ford, Education, Training and Employment Officer on07834 517818 or visit the Swan House Foyer, Southview Road, Vange, Basildon, Essex, SS16 4GB.

Last year, over 120children took part in ourSummer ActivityScheme!

We are currently workinghard to organise this year’sscheme which will beavailable for children inLondon and Essex inAugust.

The summer programmethis year will be condensedto provide two jam packedweeks of fun in Essex from4-15 August.

Both groups will cometogether for a spectacularend of scheme event atWest Ham United. NaomiRiches MBE, aninspirational young para-Olympian, will present thechildren with theircertificates and, we hope,inspire them at the sametime.

Working with residentmembers of theCommunity FundingGroup, Charmaine Burkeand Natasha Greaves, theSwan CommunityDevelopment Team havebeen meeting with theStifford Centre who, havingdelivered a successfulprogramme in London lastyear, will be providing thescheme in both Essex andLondon.

The Summer ActivityScheme is open to youngpeople aged 8 – 16. It's agreat way to meet newpeople, take part in sports,recreational andeducational activities,participate in variouscompetitions, arts, craftsand drama sessions andenjoy exciting days out totheme parks, and otherattractions.

Swan Summer Activities 2014Register now!

This year all children must be registered inadvance for the Summer Activity Scheme, so

please call the Resident Involvement Team &Communications Team on 01277 844 242 to bookyour place.

or register online at Web4residents.org.uk.

Parents should note that they will need to attendthe registration day for each scheme, so they

can find out about the scheme and we have all theinformation we need about the young people.

AUGUST

4 AUGUST

15TO

ESSEX LOCAL NEWS PAGES 15

More than ten Swan staffrecently visitedAppleford Court, Pitseato spring clean the fourblocks and surroundingareas and to meet withresidents. During themorning, staff collectedlitter, put large rubbishitems into a skip andeven helped screw ondoor numbers that hadcome loose!

Eight members of theEstate Services Teamcarried out a deep clean ofcommunal spaces, whilstthe NeighbourhoodOfficers spoke to residentsabout the importance ofkeeping communal areasfree from rubbish andclutter.

During the morning, Swanstaff also received help andfeedback from more thanthirty residents including

two involved residents whohelped to man the skip!We received positivefeedback about theservices Swan providesfrom the majority ofresidents we spoke to.

Elaine Navin –Neighbourhood ServiceManager said

“We had a great dayand I was reallypleased at how allstaff and residentsworked so welltogether to improvethe area, nothing wastoo much trouble andalthough some of thethings we did weresmall improvements ontheir own, overall wemade a big impact onthe day!.”

Appleford Court gets a spring clean!

At Swan we take allreports of Anti-SocialBehaviour (ASB) seriously.We are pleased toannounce that KerrieJenkins has beenappointed as Swan’s newAnti-Social BehaviourOfficer for Essex.

Kerrie is a very experiencedhousing professional, havingpreviously worked for Swanas a Neighbourhood Officerand with other Housing

organisations as a FamilyIntervention project worker.Kerrie also has abackground in law and hasexperience of takinghousing related casesthrough the court system.

In her role as the Anti-SocialBehaviour Officer, Kerrie willsupport victims of seriousharassment and anti - socialbehaviour so that aresolution is achieved. Thismay involve taking action

against the perpetrator'stenancy.

Kerrie works closely withother agencies such as theCouncil, Police, and SocialServices to ensure the bestpossible approach is takento resolve each case. Sheis also working with theseagencies to monitor anypossible impact therestricted street lights duringnight time hours is havingon anti-social behaviour.

If you would like toreport ASB please call0300 303 2500 duringoffice hours, at all othertimes you can call 0800 075 6699.

New Anti-Social Behaviour Officer for Essex

THECOMMUNICATORLONDONYour “local” section!

LONDON LOCAL NEWS PAGES 12

2014 is a year of doublecelebration for Swan. Inthe last edition of TheCommunicator westarted the ball rolling onour 20th Anniversarycelebrations. However,this year we are alsoproud to be celebratingthe fifth Anniversary ofSwan’s contract with theLondon Borough ofNewham.

In 2009, Swan signed acontract under theGovernment’s PrivateFinance Initiative (PFI)Scheme, covering more

than 1,300 homes inForest Gate, with theLondon Borough ofNewham. Swan wereappointed to refurbishhomes to the ‘DecentHomes Standards’ and toprovide the maintenanceand management of thesehomes for a period of 20years. We completed theextensive refurbishmentworks last year includingthe replacement ofkitchens, bathrooms andheating systems as well ascarrying out environmentalimprovement works to theestates.

“I have seen many changes within the time working here and enjoyed being part of a team thatstrives to provide the best service we can. We are proud that we make a difference, we receive dailycompliments from residents who are happy with our services and look forward to continuing to workwith you all in the future.”

Loretta Rutherford, Customer Services Manager, who has worked with Swan in Forest Gate since the first day of the contract.

Forest Gate PFI is 5!

Stella Damm, Chair of the Forest Gate Residents Panel,commented

“From the moment Swan started working on thePFI project, residents noticed an immediateimprovement on the Estates and in themanagement of our homes. Over the 5 yearsSwan have continued to work with residents onimproving the services that we receive and theseare done quickly. Swan staff listen to our views,and implement suggestions and changes wherepossible. I look forward to working with them forthe remaining years of the contract.”

LONDON LOCAL NEWS PAGES 13/14

Saint George's Day celebrations

Swan provided a £500Community Grant toForest Gate residentswhich they used tocelebrate St. GeorgesDay in style. Over 60people of all agesattended the celebrationsheld at Holden Point.Following a traditionalEast End feast of pie andmash, everyone enjoyeda good old fashionedsing-along.

A fantastic and enjoyabletime was had by all!

If you would likemore information on

Community Grantsplease call the ResidentInvolvement andCommunications Teamon 01277 844242.

Last year, over 120children took part in ourSummer ActivityScheme!

We are currently workinghard to organise this year’sscheme which will beavailable for children inLondon and Essex inAugust.

The summer programmethis year will be condensedto provide two jam packedweeks of fun in Londonfrom 18-29 August.

Both groups will cometogether for a spectacularend of scheme event atWest Ham United. NaomiRiches MBE, aninspirational young para-Olympian, will present thechildren with theircertificates and, we hope,inspire them at the sametime.

Working with residentmembers of theCommunity FundingGroup, Charmaine Burkeand Natasha Greaves, theSwan CommunityDevelopment Team havebeen meeting with theStifford Centre who, havingdelivered a successfulprogramme in London lastyear, will be providing thescheme in both Essex andLondon.

The Summer ActivityScheme is open to youngpeople aged 8 – 16. It's agreat way to meet newpeople, take part in sports,recreational andeducational activities,participate in variouscompetitions, arts, craftsand drama sessions andenjoy exciting days out totheme parks, and otherattractions.

Swan Summer Activities 2014Register now!

This year all children must be registered inadvance for the Summer Activity Scheme, so

please call the Resident Involvement Team &Communications Team on 01277 844 242 to bookyour place.

or register online at Web4residents.org.uk.

Parents should note that they will need to attendthe registration day for each scheme, so they

can find out about the scheme and we have all theinformation we need about the young people.

AUGUST

18AUGUST

29TO

LONDON LOCAL NEWS PAGES 15

The ResidentInvolvement Teamsupport residentswherever possible tobenefit their localcommunity. Claudettefrom Romford,suggested getting herneighbours involved toreplant the raisedflowerbeds outsidethe homes on theirroad.

CommunityDevelopment Officer,Abdullah Hossain,worked closely withClaudette to helporganise a morning’splanting along withsome refreshments andalso entertainment forthe children.

Natural Elements,Swan’s partner forgardening services, andSwan’s Estate Services

Team donated aselection of colourfulplants and man-powerfor the event.

The morning was agreat success and allthe residents joined in torapidly transform theflowerbeds into a riot ofcolour.

Abdullah said"Residents told us theywant more events on

our smaller estates andstreet properties. Thisevent shows what wecan achieve workingwith dedicated Swanresidents."

If you would beinterested in

organising somethinglike this where youlive, please call theResident InvolvementTeam on 01277 844242.

Glandford Way planting

Residents andSwan stafftransformDrummond CastleCourtThe communal garden atDrummond Castle Court inForest Gate wastransformed by our EstateServices Team and membersof the Housing ManagementTeam, who were joined bylocal residents and threeprofessional gardeners.

Whilst the work was going on,the Housing Officer andNeighbourhood ServicesManager got great feedbackfrom residents for furtherimprovements to the area and will be following thisup.

THECOMMUNICATORSUPPORTED HOUSINGYour “local” section!

SUPPORTED HOUSING LOCAL NEWS PAGES 12

Blessing at Spencer HouseWedding Bells at Swan!

We're delighted toreport that two Swansupported housingresidents tied the knoton May 24! Shirleyand Stephen haveknown each other forover twenty years, butlove blossomed overthe last seven yearswhilst they were livingat Spencer House,Swan’s supportedliving scheme inLeigh-on-Sea.

The happy couple, whohave learningdisabilities, organisedthe blessing and thereception atHollywood’s in Benfleet,with the help of theirsupport workers andsupported housingofficers. A sit downmeal and a discoprovided the perfectending to a happy day!

SUPPORTED HOUSING LOCAL NEWS PAGES 13/14

Supported Housing residents en

njoy the Residents’ Conference!

SUPPORTED HOUSING LOCAL NEWS PAGES 15

Swan HouseFoyer andBasildon JobCentre havejoined together tosupport theyoung peopleliving in the areawith the aim ofgeting them intowork and helpingthem to avoidsanctions whichwould see themlose theirJobseekersAllowance.

Every week a JobCentre Plusadvisor visits thefoyer enabling theyoung people to'sign on'. All theyoung people wholive at the foyerand currently claimJobseekersAllowance havebeen assigned tothis advisor so theyno longer need tovisit the Job Centrein Basildon towncentre. The advisor

is also available tomeet with otheryoung people wholive in the localarea.

With this intensivesupport, the youngpeople are able tobetter identify theirskills and talentsand the advisorsguide themtowards jobs thatthey will be able tosucceed in andenjoy.

If you wouldlike to find

out more contactBeverley Ford,Education,Training andEmploymentOfficer on 07834 517818 orvisit the SwanHouse Foyer,Southview Road,Vange, Basildon,Essex, SS16 4GB.

Adapted cars fosterindependence!

Residents at Daisy Cottage, (asupported housing scheme forresidents with learning difficulties),have taken delivery of four brand new,fully wheelchair adapted, Citroen cars.

The new cars will enable residents toenjoy greater independence and theflexibility to access the goods andservices they require.

The residents have already madenumerous trips in their new cars and theywere all very pleased to use their cars todrive to West Ham and join other Swanresidents at the annual Residents’ Day.

Swan House Foyer work club

THE COMMUNICATORPAGES 16

Resident led scrutiny -deep dive!

So far the panel have organised the following activities:

Swan’s resident ledScrutiny Panel has nowmet five times and, withtheir IndependentMentor Michael Simms,of Housing QualityNetwork, are busyworking on their firstService Review. This iswhere the Panel take a“deep dive” or detailedlook into a service areaof their choosing.

The Panel have decided tolook at how accessibleSwan’s complaintsprocess is for residents.They want to know if it iseasy to make a complaint;how the process works forresidents and staff; andwhether there are anybarriers.

At their June meeting theyworked really well as ateam, deciding exactlywhat investigations theywould carry out and whatthey would ask otherresidents and staff.

If you would like toget involved in their

deep dive intoComplaints, please callthe ResidentInvolvement Team on01277 844242 or

email them atinvolvement@swan

.org.uk.

Late June / Early July:“desk top” review ofSwan's policy, proceduresand leaflets etc.

July/August: Focus groups for Staffand Involved Residents

August/September: Scrutiny Roadshow –the Panel will go out tovarious summer eventsto talk to Swan residentsabout their experiencesof Swan’s complaintsprocess.

September: Mystery shopping

All of this activity willlead to the Panelpreparing a report forSwan withrecommendations onhow the ComplaintsService can beimproved for allresidents.


MyHome TenantsContents Insurance is acost effective homecontents insurancepolicy available to allSwan tenants andleaseholders. Swanencourages all residentsto take out homecontents insurancethrough the special MyHome scheme althoughresidents can also maketheir own arrangements.

However you chose toinsure your belongings,this case studydemonstrates theimportance of contentsinsurance...

Mrs. A from Essex hadMyHome ContentsInsurance and when herhome was badly damagedby rising flood watersearlier this year, sheimmediately contactedMyHome who gave herhelp and advice on whatand how to claim.Although Swan insures all buildings, it does notinsure residents contents.As she had contentsinsurance, Mrs. A was ableto claim for damage to herthree piece suite, carpets,television and personalpossessions. MyHomedoesn’t have an excess,so Mrs. A was not out ofpocket.

In contrast, Mr. B, wholived in the same road didnot have any contentsinsurance so when thewater rose there was no-one to contact; he did notget any money to replacehis damaged goods andhad to ask charities todonate unwanted second-hand furniture.

To make sure you havesupport like Mrs. A, pleaseremember that you areresponsible for replacingyour home contents andbelongings. Take outcontents insurance eitherfrom MyHome or anotherprovider today.

Are the contents of your house protected?Real life stories show why you need contents insurance!

The MyHome scheme, whichwas designed for tenants,lets you pay your premiumsin cash fortnightly or monthlyor monthly by direct debit orannually.

You can find out moreby calling MyHome on

0845 337 2463

or by [email protected]

Children are now muchmore likely to be foundplaying on a gamesconsole, in their room,rather than reaping thebenefits of playingoutside, like many of uswould have done just acouple of decades ago.

What are the benefits ofchildren playingoutside?

l Outdoor play increasesfitness levels. Accordingto Public HealthEngland, 31% of Boysand 29% of Girls aged2-15 are consideredoverweight or obese;

l Increases exposure toVitamin D, strengtheningbones and reducing riskof heart disease anddiabetes;

l Helps developcommunication, socialinteraction skills andemotional intelligence bymeeting other localchildren.

Where can my childrenplay outside?Children using the greenspaces and ball courts onour estates to play outsideis not Anti-SocialBehaviour (ASB). TheGovernment wantschildren to get moreexercise and play out inthe fresh air and, at Swan,we want to support ouryoung people to grow intohealthy adults.

Play considerately!Residents and theirchildren are encouraged toenjoy the open space onour estates in aconsiderate manner.Doing so is not antis-socialbehaviour. However, beingconsiderate meansrespecting yourneighbours – playing

sensibly and not damagingproperty or using badlanguage. Remember,your local parks are a greatvenue too.

Swan’s Summer ActivityScheme and youthprojects are a good wayto get your childreninvolved in outdooractivities in your area.

Go to web4residents.org.uk to find out

more; or

contact the ResidentInvolvement Team on

01277 844 242; or

email [email protected].

Enjoy our green spaces this summer... let’s get our children playing outside

BILLSBILLSBILLSBILLSBILLS


Are you struggling to payyour bills every month?Are you behind on yourrent payments. If so,have you spoken to ourWelfare Benefit advisorsto see if they can helpyou manage your moneyand debts?

Swan does all it can to helpresidents manage theirmoney. It is important toremember to pay your rentbecause failure to do socould result in court actionbeing taken against you.

We’ve recently beennotified that court costsare going up and the costof an online application feefor a possession hearing isincreasing from £100 to

£250. In the majority ofrent debt cases, the judgeadds this application fee tothe rent debt which, inturn, increases the amountthat has to be paid by theresident.

So, if you are struggling tomake ends meet, pleasegive us a call to see if thereis anything we can do tohelp – working together wecan seek to avoid Swanhaving to take court actionagainst you.

Call the WelfareBenefits Team now

on 0300 303 2500.

Struggling to make ends meet? Give us a call before things get out of control

Together we can improveyour neighbourhood!

At Swan, our mission isto create exemplaryhomes andcommunities. We aregoing to do this byworking directly withyou on the areas wecontrol and manageand by being a goodlocal partner with otherproviders to improvethe wider area that wedon’t control.

Over the summer, aspart of our new TenancyManagement approach,our NeighbourhoodOfficers will be gettingout and about on ourEstates, working withresidents to developlocal “Neighbourhood

Plans”. TheseNeighbourhood Plansare going to target theissues that you tell usneed to be dealt with inyour neighbourhood.

Everyone needs goodneighbours andtogether we are allresponsible for creatingour neighbourhoods.This includes us as aLandlord, you asresidents, and ofcourse our localpartners, including theLocal Authority andother services.

In practice, you canhelp us by reportingissues such as

communal repairs,graffiti or fly-tipping toSwan or your localauthority rather thansimply ignoring it andthinking someone elsewill report it.

Together we canmake ourNeighbourhoodsbetter.

If you have anyconcerns or

questions about yourspecific neighbourhoodor want to get involvedin your NeighbourhoodPlan, please do nothesitate to contact yourNeighbourhood Officeron 0300 303 2500.

Two years ago the EstateServices Departmentintroduced ResidentInspectors. Initially therewere just two ResidentInspectors coveringSwan properties andestates in Essex but theteam has now grown toseven people who coverestates and blocksmanaged by Swanthroughout Essex andEast London.

Resident Inspectors receivetraining to carry out up tofour inspections per monthin any location they choose.

In addition to training theyalso receive an ID card, amobile telephone, auniform and all relevantexpenses are reimbursed.

In 2013/14, the ResidentInspectors carried out atotal of 51 estateinspections, includingareas where Swan hadreceived a complaint aboutcaretaking or cleaningservices. The teamrecently held a workshopto refresh their skills and tomake amendments to theinspection sheet they useto undertake their work.

Resident’s inspect the quality of Estate Services!

Would you be interested in becoming a ResidentInspector? If you have free time, your own

transport and access to a computer, why not callDiane Kett on 0300 303 2500 to find out more.

Tenant’s Panel at workThe Tenant’s Panel is adedicated group of six residentswho work with Swan to provideoversight on Swan’s complaintsprocess and hear appealsagainst decisions made bySwan. They formed in 2013 asSwan’s “designated panel” andare registered with the HousingOmbudsman.

Most recently they have heardtwo separate appeals fromresidents who felt that thecompensation offered by Swanas part of our complaintsprocess was not enough. Thepanel, having considered theevidence made available fromthe tenants, in each caseagreed the compensationoffered.

We are delighted to be able toconsult the Panel and that theycan provide us with a residentled decision, demonstratinghow Swan is committed toinvolving residents in all aspectsof our service.

How did we do?2013/14

Stage 1 complaintsresponded to within

10 working days(Target 95%)

98%

complaints receivedin this period (No target)

409

Emergencyrepairs donewithin time(Target 99%)

99.6%Standard repairsdone within time

(Target 99%)

98.8%

Properties with a validgas safety certificate

(Target 100%)

100%People satisfiedwith the repairsservice(Target 80%)

75.6%

Calls answeredwithin 20 seconds(Target 90%)

95.7%Current arrears as a% of rent due(general needs)(Target 3%)

2.23%

_ CALENDARXXXXXXX

XXX

pay

rent

Ab


SuggestionsWe always want to hear your ideas about the wayswe can improve. Fill in the suggestions schemecoupon on page 23 or do it online atweb4residents.org.uk for your chance to win £50 on your STARCARD.

ComplimentsWe have received 124 compliments this year. Hereare some examples of what you have said:

“Essex Income Team - Thank you foryour great service and always beinghelpful.” Mr N – Canvey Island

“Swan Care & Repair - A heartfeltthank you for your help, inspiration andguidance in helping me with the bluebadge application. I appreciate thekindness and consideration.” Mr W –

Walton on the Naze

“Axis - I couldn't have asked for a moreprofessional approach from the AxisOperatives and can confirm my issuehas been dealt with in a promptmanner.” Miss B, London

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%)

77.35%

Average number ofdays taken to re-let

an empty home(Target 16 days)

15.6

Repair appointmentsthat were kept

(Target 93%)

96.45%

People satisfied withthe complaintsprocedure (Target 70%)

76.6%+

What we have learnt from you...

You said that reporting a repair using a mobilenumber can be expensive so we have introduceda new number that you can call at a local rate –the number is 020 3597 2067

bove target Slightly below target Significantly below target

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


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...

If you are passionate about helpingothers and have a caring nature,we want to hear from you. Inreturn, we offer competitive rates ofpay, uniforms, comprehensive andon-going training with continuoussupport.

Our care team work flexibly tomeet our current business needs.Successful candidates will beflexible and willing to work earlymornings, evenings and weekends.The nature of our business isgrowing and expanding and we

can explain more at interview aboutthe flexibility we can offer.

A driving licence and access to acar is essential. All candidates willbe required to undertake anenhanced DBS (previously CRB)and reference checks.

Are you looking for a job thatsupports your work/life balance? If so, we have the solution for you!

If you would like to know more please contact Vivo on 0845 683 8809 or use our online application form at www.vivosupport.co.uk

Care and Support Worker– Billericay

Urgently needed acrossBillericay, Brentwood,Ingatestone andRamsden Heath

Up to £8.50 per hourdependant on shiftsworked and experience

Swan is working with theEssex Wildlife Trust topromote biodiversity andsustainable developmentas part of our GreenAgenda. We’re currentlydeveloping projects withthe Trust to encouragewildlife on our estates,making them pleasantcommunities foreveryone to live in.

Residential gardens have apositive impact on wildlife.The Essex Wildlife Trusthave shared some tips onWildlife Friendly Gardeningwhich can be used ingardens big or small andeven if your green space isa carefully cultivatedwindow box! So thissummer remember...

1Water is vital forwildlife such as birds

- even an upturned dustbinlid provides a gooddrinking source.

2Gardens andwindow boxes full of

nectar-rich plants such aslavender and thymeencourage bees andbutterflies.

3Bird feeders are avital source of food

for birds such as long-tailed tits and housesparrows.

Swan supports wildlifefriendly gardening

If you would like more wildlife friendly gardeningtips check out: http://www.wildlifetrusts.

org/how-you-can-help/wildlife-gardening

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 15 August.

Kindle Fire HD TabletWhat is the capital of England?

nLondon nCardiff nNewcastle

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

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

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

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

Bush 32” TV/DVDHow many pockets does a snookertable have?

n6 n10 n12

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

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

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

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

Xbox 360 ConsoleHow many days are there in afortnight?

n5 n10 n14

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

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

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

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

£100 Homebasedecoration VoucherWhat is the capital of Brazil?

nRio nBrazillia nBrazil City

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

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

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

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

Bush Washing MachineWhat is the name of Pepper Pig’sbrother?

nBob nGeorge nAlbert

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

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

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

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

2 x prize of £100 onyour STARCARDWhat year did England win theWorld Cup?

n1966 n1976 n1986

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

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

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

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

B R A Z I L T Y U I O R O D A U C EC V V I T N M M N B V G R E E C E FA H Q Z A U S T R A L I A N J R L LM B I C L A P Q W E E R T T Y O I OE L A L Y F A G H J K Q I N W A R TR K J H E F I F Z S A G P A O T U YO S X X M O N K E Y E D G H H I K OO N C V B N M Q B R W E N P T A U CN A W E R T Y U R I N A P A J D F IZ K X C E C N A R F N O I L L J H XQ E W E Y A U G U R U P A E S G F EA S D F G D N A L R E Z T I W S N MN E T H E R L A N D S U U Y T R E E

KIDS’ ZONEWorld Cup Word Search

'RavenousRabbit Maze'winnersWinner - £10 ArgosVoucher - MoussaAge 10 - London

Winners of ColouringBook

Armania - Age 10 -Colchester

Grace - Age 7 -Basildon

Nilufa - Age 12 -London

The funnyzone!Q. What do you call acamel with 3 humps?A. Humphrey

Q.Why did thechicken cross thepark?A. To get to the otherslide

Q. Why didn’t theskeleton go to theparty?A. Because he had nobody to go with

Q. What do you call aman with a spade onhis head?A. Doug

The jokes in thisedition were submittedby a resident. If youhave any good jokesplease email them [email protected] make us laugh!

Your Name

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

Your age

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

Address

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

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

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

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

When you have found theteams cut out your entryand return with your name,age and address to Kari-ann Waldon, SwanHousing Association,FREEPOST ANG 10361,Billericay. CM12 9ZZ. Entries drawn on 15 August 2014.This competition is onlyopen to residents aged 16or under.

Find 16 teams competing in this year’s World Cup and you could win a voucher for a free place at Chelsea FC Foundation Essex Soccer School.The three runners up will win a Kids’Zone Activity Book.

The teams to look for: Brazil, Croatia,Mexico, Cameroon, Spain, Netherlands,Chile, Australia, Greece, Japan,Uruguay, England, Italy, Switzerland,Ecuador and France.

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 young peoplethink of this edition?

“We really like the

photographs and pic

tures.

They make the storie

s much

more interesting and

make

us want to read them

.”

Residents at Dovec

ott House

“We really like the design.Our favourite part of TheCommunicator is all thecolourful drawings of people”

Bow Cross Youth Group

the communicator summer 2014

Documents

summer edition

residents training programme

summer fun

supportthe residents

local summer events

kind of training

annualresidents conference

wonderful day withresidents