The Communicator

4

PA SL WIN N T EE T FU I RT OM PIN CK HE IM G E T R DE E BE S T TA IN AU O I LS L T ON ON Y PA DO GE N

4

Annual rent review

WWW.SWAN.ORG.UK

|

5

Annual gas safety check

AUTUMN 2018

6

New online service coming soon

|

7

Fire safety

FIND US ON

w

The Big Say – Win an iPad

THE COMMUNICATOR PAGES 01/02

Welcome Welcome to the Autumn edition of your Communicator.

This Summer we’ve met over 500 residents at different events in Essex and London giving everyone an opportunity to tell us what they think about Swan and the services we offer. You can find out exactly how we’re doing in the Residents’ Annual Report which is enclosed with this issue. This details Swan’s performance over the last 12 months.

Is there is something that Swan does that you think could be improved?

Then, why not get involved and help shape the services for all residents and service users? To find out more, including information on how to join our Scrutiny Panel, turn to p.6 and on p.11 there’s a survey looking at the different ways we involve and consult residents, so don’t forget to fill it out and return it to us for your chance to win an iPad.

As we begin to look ahead to the cooler months it is time to test your central heating, see p.5 for more information on how to do this. The Resident Involvement and Community Development Team are working on their Warm in Winter Campaign to help make this a warmer winter for some of our older residents in Basildon (see p.5 for more information).

If you have any comments on anything in this issue, or if there is something you would like to see in The Communicator you can email CommunicationsTeam@swan.org.uk

Contributors

Sandra Fawcett Executive Director – Operations Ian Haworth Assistant Director Neighbourhood Services

Andrea O’Callaghan Head of Business Improvement and Allocations

Nicholas Kyprianou Head of Partnership and Compliance

Anna Williams Housing Diversity Manager

Caroline Richardson Head of Resident Involvement and Community Development Jorgen Dyer Head of Estate Services

Gemma Arris Young People Service Manager Lucy Keauffling Senior Income Officer

Jo March, Editor

If you’d like to learn more about getting involved at any time, please call the Resident Involvement and Community Development Team on 01277 844242 or email involvement@ swan.org.uk

@swaninspires

SwanFest SwanFest, the biggest annual event for all of Swan’s residents, saw nearly 200 residents travel to the Olympic Park in July. At the event they had the opportunity to speak to Swan staff and learn about home safety from Swan and the many partner agencies who joined the event including Axis, Swan Safe and Dementia Adventure.

Residents who came along also had the chance to tour the stadium and take a behind-the-scenes look at what happens during match days when West Ham United play.

The Resident Involvement and Community Development team used SwanFest as an opportunity to speak to a wide number of residents about the many different

ways they can get involved with Swan. They also asked them about how they would like to provide feedback on Swan and the services they receive.

This information has already been used to help shape Swan’s new social value and engagement strategy and will ensure that feedback on Swan’s services is provided by as many different residents as possible. This is important to Swan as it helps to ensure we continue to deliver the best possible service for everyone.

We received lots of positive feedback from both residents and partners who attended SwanFest. One of the partner agencies even said it was one of the best events that he had been part of!

THE COMMUNICATOR PAGES 03/04

How did we do?

April 2018 to June 2018

STAGE #1

82%

84%

52

100%

82%

Satisfied with overall service (Target 85%)

Satisfied with quality of home (Target 85%)

we received 52 complaints in this period

Stage 1 complaints responded to within 6 working days (Target 98%)

People satisfied with the complaints procedure (Target 76%)

96.7%

99%

93%

99.8%

13.2

Repairs completed at first visit (Target 96.5%)

2.4%

Current arrears as a % of rent due (general needs) (Target 2.6%)

Repair appointments made and kept (Target 97%)

71%

People satisfied with how their ASB report was dealt with (Target 80%)

People satisfied with their last repair (Target 90%)

28

We have had 28 compliments during this period

Properties with a valid gas safety certificate (Target 100%)

Average number of days taken to re-let an empty home (Target 15)

“The service that our Neighbourhood Officer has given with any problems was second to none. They would always keep us updated with any issues we raised without having to be chased. What a credit to your organisation!

“I wish to put on record how much I appreciate the excellent quality of service given to residents of Dobson House, especially the Supported Housing Officer”

Every October Swan reviews the majority of the rents and service charges that residents pay. If there are any changes to the payments that you need to make, they will take effect from 29 October for residents who pay weekly and 1 November for residents who pay monthly.

As you may know, the Government introduced legislation to reduce social housing rents by 1% and this year’s rent review will take into account these requirements. However, residents need to be aware that there are a number of exceptions to this rule including market rents and affordable rents in the first year of letting where the rent has been set at 80% of market rent.

The 1% reduction does not apply to service charges or

TO S TY ET AU ON CK BE D TI G ON IN IN L W E E P O IN SL ANT P

Annual Rent Review any charges made for heating or water. These are reviewed by looking at what we spent on these areas over the last year and estimating how much it will cost in the forthcoming year.

You will receive a letter that sets out any changes to your charges and the total amount you will need to pay each week or month. If you receive benefits you must make sure your local benefit office or provider is informed of these changes.

l

Your Income Officer can answer any questions or concerns you have about paying your rent and service charges. You can contact them by email on rentrecovery@swan.org.uk or by phone on 0300 303 2500

20 tickets available for Sat 8th Dec 4 tickets per prize!

To enter please send us your name and address to Joanna March, Swan Housing Association, FREEPOST ANG10361, Billericay, CM12 9ZZ and names will be drawn at random.

Entries will be drawn on Friday 16 November.

Transport not included

Festive finance tips!

The festive season and Christmas is just around the corner so here are some tips from the Welfare Team to help you manage your money:

1. Save a little bit of money every week to prepare for the festive season. It is important to save whether this is to buy Christmas presents, a tree or even, if you don’t celebrate Christmas, a little treat for yourself!

2. Set a specific budget, decide on specific gifts and stick to it! Borrowing money to cover additional expenses during the festive period can result in you paying back far more than your original budget through interest payments.

3. If you or the family have time and enjoy making crafts you could give handmade gifts – hats, scarves, chutneys, biscuits etc. They are all

inexpensive to make and always well received!

With careful planning you can work out how much money you need to save whilst avoiding a big credit card bill in January. It may be the festive period, but you must remember to continue to pay your regular outgoingsespecially your priority bill payments such as your rent, council tax, gas, electric and TV licence.

l

If you are struggling to meet your regular outgoings, contact our dedicated Welfare Team who can complete a benefit check and may be able to signpost you to other organisations who can help if you have fallen into debt. Call them on 0300 303 2500 or email benefits@swan.org.uk

THE COMMUNICATOR PAGES 05/06

Fireworks and Halloween

Another warmer winter?

Last year one resident said that At the end of October and the beginning of November some residents like to celebrate Halloween, Firework’s Night and Diwali. Please remember to respect your fellow residents who may not wish to join in with these festivities.

Swan operates a zerotolerance policy for fireworks. Please do not hoard wood or flammable materials (it will be removed). Bonfires and firework displays are not allowed in communal areas.

There are many local displays, please check your local press for details.

“It was a very positive experience. The lady that came around to see me was really lovely and caring. Thank you!”

Last year’s successful Warm in Winter campaign is heading to Basildon this Winter!

Residents who are over 75 and live by themselves will receive a letter inviting them to take part.

Everyone who accepts the invitation to take part will receive information on how to keep themselves safe and warm in their home.

They will also receive money saving tips and wellbeing information.

l

If you would like more information or to schedule a visit please get in touch with the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

Check your central heating before it gets cold!!

As everyone returns to work and school after the long hot summer, it is time to think about preparing our homes for the arrival of colder weather. Every Swan home with a boiler and gas central heating has an annual service and gas safety check carried out by a qualified Gas Safe Engineer from Axis, Swan’s Repairs Partner. The team have been working hard to do more gas safety checks over the warmer summer months so that there are

l

more engineers available to deal with breakdowns during the colder months.

If you have not had your annual gas safety check please let us know. Contact Axis on 0800 783 2768

Before you need to switch your central heating back on Swan and Axis recommend that you test it first to make sure that it is working properly:

1. Make sure all the radiator valves are turned on and are set to maximum.

2. Turn up the thermostat to maximum.

3. Turn on the central heating.

4. After 15 minutes check every single radiator to see if it is warm – if they are all warm then everything is working properly!

If one or two radiators remain cold then it is likely that some air has entered the heating system and your

If you’ve followed these steps and you are still having problems with your central heating please call Axis on 0800 783 2768 or email swanresidents@axiseurope.com

radiators need to be ‘bled’ to release the air.

You can find a video that shows you how to do this on Swan’s YouTube Channel.

Could you help to improve our services?

Why not join Swan’s Scrutiny Panel!

We are looking for diverse, passionate, committed and driven people to join our Scrutiny Panel. If this sounds like you, then you should also know that volunteering could also benefit you!

Volunteers receive training and mentoring which contributes to their personal development; their self-confidence and self-esteem often improves and they get to meet a variety of interesting people and have the chance to make new friends.

Volunteering is a fun, fulfilling and productive way to use your spare time! It is also increasingly important to our society.

Volunteering benefits everyone involved from the

l

volunteer through to the individuals and organisations they support. So, why not contact us to find out more?!

What were the outcomes of the last Scrutiny review on Tenancy Fraud?

Every year Swan’s resident led Scrutiny Panel carry out two in-depth reviews of Swan’s services. They examine performance information, policies, documentation and processes. They visit Swan estates and interview staff and residents.

The Scrutiny Panel’s last service review examined Swan’s approach to tenancy fraud; here are a few of their recommendations: • Frontline staff should all receive training on how to spot and tackle tenancy fraud. • Swan should run an awareness campaign highlighting the benefits of tackling tenancy fraud.

Their investigations help them to form a detailed understanding of Swan’s services and enable them to suggest changes to help enhance the service.

• Swan should introduce a dedicated tenancy fraud hotline to make it easier for residents to report suspected tenancy fraud. • Swan should have information on tenancy fraud and how to report it on estate notice boards.

The team are now looking to implement the recommendations.

For more information contact the Resident Involvement and Community Development Team at involvement@swan.org.uk or call on 01277 844242

NEW AND IMPROVED RESIDENT SUPPORT AND ONLINE SERVICE COMING SOON

?

HOW DO YOU WANT IT TO WORK

$V SDUW RI RXU FRQWLQXRXV HႇRUW WR SURYLGH you with the best possible customer care, ZH DUH SOHDVHG WR DQQRXQFH WKDW ZH DUH JRLQJ WR EH LPSOHPHQWLQJ DQ LPSURYHG RQOLQH VHUYLFH

:H ZDQW WR ZRUN ZLWK \RX WR ¿QG RXW ZKDW \RX want and also what you don’t want.

This will include things like; checking balances, reporting repairs, logging and seeing the status of any queries or complaints you’ve raised. We are hoping to include as much as possible in the new service to increase transparency, improve access to information and overall give you a much better experience.

7R FRPSOHWH WKH RQOLQH VXUYH\ SOHDVH FOLFN KHUH RU W\SH LQ WKH EHORZ WR \RXU DGGUHVV EDU

We will keep you up to date on progress, VKDUH ¿QGLQJV DQG LGHDV ZLWK \RX DQG DVN IRU your input in various areas. One thing we are The aim is to make it quicker, easier and more NHHQ WR ¿QG RXW ¿UVW LV ZKDW \RXU SUHIHUHQFHV convenient for you to do the easy and frequent are for things you’d like to see in the new things you would normally contact us about online service. Please follow the below link to yourself. Not just making it easy to do: but complete a short survey - we’d love your input, giving you the freedom to do them whenever as it will help us include the features that are you want. most important to you.

KWWSV WLQ\XUO FRP \ I]P NJ 7KDQNLQJ \RX LQ DGYDQFH IRU \RXU SDUWLFLSDWLRQ

THE COMMUNICATOR PAGES 07/08

Swan signs a pledge committing to support people experiencing Domestic Violence Swan recently signed the national Chartered Institute of Housing’s (CIH) #MakeAStand pledge (www.cih.org/makeasta nd) to show our commitment to supporting people experiencing domestic abuse.

The pledge was launched in June 2018 by the CIH in partnership with Women’s Aid and the Domestic Abuse Housing Alliance. So far more than

My BIG idea...

200 Housing Associations across the UK have pledged their support for this initiative.

If you, or someone you know, is affected by domestic abuse, you can find information about national and local domestic abuse support services online at

We are always on the lookout for comments from residents suggesting how we can make our services better. Residents’ suggestions help us to improve our business.

Your Big Idea may also be useful for us to share with other residents and help us to deliver the services you really want.

If you have any suggestions or ideas don't delay - send them to us today!

Tell us your Big Idea! We will award £50 in Argos vouchers for any ideas that we can use.

So, tell us what you think about how we can: • Improve services.

Swan takes action over Fire Safety

www.swan.org.uk/home /our-services/domesticviolence-and-abuse, from Swan offices and from your Neighbourhood / Supported Housing Team (0300 303 2500 / info@swan.org.uk)

Send us your idea by post using this form or by emailing us your idea improvement@swan.org.uk My Big Idea is...

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

Your name .............................................................................................................................

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

• Offer new services.

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

All suggestions are considered by our Resident Consultative Committees. Any we implement will be published in The Communicator.

Return your suggestion slip to: The Customer Relations Officer, Swan Housing Association, FREEPOST ANG10361, Billericay CM12 9ZZ

• Save money or reduce waste.

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

The last edition of The Communicator had an article focusing on fire safety and the procedures Swan follows to keep residents as safe as possible. Residents with balconies are required to keep them clear of heavy furniture and not to use them as storage space.

Most residents understand the importance of this safety requirement, however, the Neighbourhood Team will pursue anyone who does not adhere to this.

Swan recently obtained an injunction against a resident who refused to remove dangerous items from the balcony. This is because it is vital that everyone complies with the Fire Safety advice that is issued.

What can you store on a balcony?

Residents are encouraged to use their balconies safely. On a balcony you can: • Have potted plants in non-flammable containers.

• Use a clothes airer to dry your clothes. Clothes airers must not be higher than the balcony handrail and must be removed from the balcony after use.

• Use a small café style table and chairs – you can buy table sets that are designed for use on balconies. Please make sure they are made from metal or a non-flammable material.

l

For more information call your Neighbourhood Officer on 0300 303 2500 or email info@swan.org.uk

#PrideMatters This summer Swan proudly supported the LGBT+ community again by participating in Essex Pride and the London Pride parade in partnership with HouseProud, the network for LGBT+ people who work in the housing sector.

Swan’s Chief Executive John Synnuck said:

“It’s great to see so much support for Pride and, more importantly, LGBT+ communities. Events such as this are important to remind us of the prejudices LGBT+ people face.

We all need to work together to eradicate unacceptable behaviour.”

Swan is committed to working with residents, customers and partners to improve equality, diversity and inclusive outcomes for everyone. We are also clear that there is no place for homophobia, biphobia or transphobia and that nobody should have to hide who they are.

What is Pride? June is known as Pride month – A month in which the LGBT+ community (people who are lesbian, gay, bisexual, transgender and other sexual orientations and gender identities) and allies stand together against discrimination and violence towards LGBT+ people.

Pride events are often held throughout the summer e.g. essexpride.org and prideinlondon.org.

Swan is #NoPlaceForHate Today’s media is filled with stories of hate crime on almost a daily basis – there are reports that mention anti-Semitism and anti-Islamic incidents, others that detail assaults on people because of their sexual orientation or gender identity. These stories all describe hate crimes or incidents.

A hate crime or hate incident is any incident that is perceived, by the victim or any other person, to be motivated by hostility or prejudice against a person based on their actual (or perceived) disability, race, religion, sexual orientation or gender identity (e.g. because they are trans).

Ideally, all hate crimes and incidents should be reported to the police (999 for emergencies / 101 for non-emergencies). You can also report incidents (anonymously if you wish) at www.report-it.org.uk or report using the Self-Evident app.

If you are a victim or witness a hate incident in a block or estate managed by Swan or you know that it involves a Swan resident, please report it to your Neighbourhood Officer or Supported Housing Team.

If you have experienced a hate crime you can also report it and receive support from these organisations:

Want to know more?

Swan has produced a ‘Helpful Guide to Sexual Orientation and Gender Identity’ booklet that contains lots of useful information and advice including details of organisations that provide help, advice and social events for LGBT+

• Victim Support – www.victimsupport.org.uk 0808 16 89 111 • GALOP (for anti-LGBT hate crimes and incidents) – www.galop.org.uk 020 7704 2040

• Tell MAMA (to report antiIslamic hate) – www.tellmamauk.org 0800 456 1226 • CST (to report antiSemitic hate) – www.cst.org.uk 0800 032 3263

• Real (to report antidisability hate crime in Tower Hamlets) – www.real.org.uk 020 7001 2170

people and their families and friends.

l

If you would like a copy, please contact Anna Williams Housing Diversity Manager on awilliams@swan.org.uk or 01277 314960

In Essex www.stopthehate.org.uk operate a one-stop shop for information and advice for all matters concerning hate crime and include details of the Hate Incident Reporting Centres (HIRCs) in Essex.

Anna Williams, Housing Diversity Manager is a Tower Hamlets No Place for Hate Champion. She was at SwanFest with some fellow champions promoting awareness of the Tower Hamlets No Place for Hate Campaign and encouraging people to sign the No Place for Hate pledge.

l

For further info please contact Anna on 01277 314960 or email awilliams@swan.org.uk

THE COMMUNICATOR PAGES 09/10

Fun in the sun in Forest Gate!

Swan’s residents in Forest Gate recently had the opportunity to focus on their health and well-being at a Summer Fair held at Forest Point. Residents who came along accessed healthy eating plans with a free lunch, a free health check, learned techniques to help them focus on their mental health and wellbeing and tried out a fun workout session; all advice was provided by Swan’s external partners. Swan’s officers were also on

hand to speak to residents about any problems they had or to give advice on budgeting and benefits.

Residents, both young and old, enjoyed a selection of music from Swan’s resident DJ who encouraged people to dance around the estate!

Younger residents were kept entertained by hoola hooping, arts and crafts, a free tombola, ribbon dancing, table top football and a giant Connect Four.

Laindon Summer Fair

Over 150 Laindon residents enjoyed the sunshine when they came along to the Laindon Summer Fair.

Visitors to the fair were able to meet the team and hear the latest news on the regeneration of the Laindon Shopping Centre.

The event was well supported by local community groups and the emergency services – children were able to have their photo taken with firefighters and a fire engine and could dress up as a police officer and sit in a police car! Ivor and Honor Goodsite also came along to meet the children and spread their message about safety on and around building sites.

The Resident Involvement and Community Development team were also available to speak to residents about employment and training opportunities.

Beechwood Summer Fair Launch of 'Count Me In'

Over 150 residents from the Beechwood and Craylands Estate in Basildon recently enjoyed a Summer Fair which was organised by Swan’s Resident Involvement and Community Development Team, the Regeneration and Development Team and several Trustees of the Beechwood Village Trust.

Residents who came along were able to get an update on the latest regeneration news as well as the launch of ‘Count Me In’, a new community led project which aims to bring residents together.

Visitors to the event had the chance to take part in a kung-fu taster session, have their face painted, and meet the estate’s resident clown, Mr Yippee!

What is ‘Count Me In’?

Count Me In is a new and exciting project spearheaded by Swan’s Resident Involvement and Community Development team and supported by a grant of £10,000 from the Beechwood Village Community Trust. It offers practical advice and support to residents who want to do something that benefits their local community. The projects that can be supported are only limited by people’s imagination!

Count Me In is inspired by the highly successful ‘Participatory City’ project which is transforming the local community in Barking and Dagenham. People come together to work on practical ideas which help to make their

neighbourhoods more enjoyable places to live.

So far, Participatory City has seen community kitchens and gardens flourish with residents sharing meals and produce, open mic events where residents share their talent for singing and dancing and a multitude of craft workshops where the community come along and share and learn new skills. The project has even helped people start new businesses.

There are already a few Count Me In projects that have been supported including a Summer Reading Corner which saw a local resident offer reading and storytelling sessions for children at The Beech and the team are hoping to support a

resident led cooking class.

The grant money will be used to provide whatever materials the project requires so, for example, all of the equipment and ingredients will be supplied for the cookery, so that all the local community needs to bring along is their enthusiasm and talent!

l

If you would like more information on Count Me In please call the Resident Involvement and Community Development Team on 01277 844242 or email: involvement@swan.org.uk

THE COMMUNICATOR PAGE 11/12

The Big Say: Tell us what you think for a chance to win an iPad!

All of our residents and service users are important to us and we really value everyone’s opinion. We are currently looking at how we involve our residents and would like to know what you think we do well and how you think we could improve.

Here’s a list of how we currently involve residents, both formally and informally:

SwanFest Our annual residents’ day. This is a fun and informal family event which enables Swan staff to meet with residents and service users and to talk to them about the services we offer.

Essex and London Resident Consultative Committee (RCC) Members of the two regional committees are drawn from local residents associations and groups.

They meet regularly and act as a consultative body that represents residents and guides Swan staff when they are updating and developing new policies. They also regularly challenge Swan’s performance.

Resident Scrutiny Panel The Scrutiny Panel takes an in depth look at two service areas each year. They report directly to Swan’s Operations Committee and recommend ways they think services could be improved.

Swan Operations Committee This Committee includes four residents and two independent members as well as one Board Member. They consider service delivery performance for all operational areas.

Resident training This training is designed to provide residents and service users with the skills they need to get involved (or enhance the skills they already have).

Axis Partnership Working Panel This group meet and discuss the performance of Swan’s Repairs Partnership with Axis.

Resident Inspectors Resident Inspectors visit our estates to carry out inspections and are supported by the Estate Services Team.

Do you think that this is enough or if there are other and, potentially, better ways that we could involve and represent you, your family, friends and neighbours in the way we develop policies and procedures?

l

To let us know what you think and be entered into a prize draw to win an iPad, just answer our questions right and return them to Resident Involvement and Community Development Team, Swan Housing Association, FREEPOST, ANG10361, Billericay, CM12 9ZZ or email your response to involvement@swan.org.uk or call 01277 844242*

Name_____________________________________________ Address__________________________________________ _________________________________________________ _________________________________________________ Did you know about how you could be involved? n Yes

n No

What other ways to get involved and give feedback would you like us to offer?

_________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ How would you like to tell us your views (eg online, phone, email, open days, Residents Associations, any of the above)? n Online survey n Email

n Telephone n Letter

n Open Days

n Residents’ Associations

Other____________________________________________

l

If you would like more information on this and ways you can get involved you can call the Resident Involvement and Community Development Team on 01277 844242 or email involvement@swan.org.uk

*The winner of the iPad will be chosen on Friday 26 October. All data collected is for the purposes of this survey only and will not be shared with any third parties.

African inspired Mural brightens up Dove Cott House The young parents and their children living at Dove Cott House recently completed an African inspired mural to brighten up their communal lounge. The idea for the mural started when one of the residents suggested they paint a tree and use the children’s handprints as leaves as a way of commemorating the young families who all live in Foyer.

The initial idea for a mural was expanded into an African style landscape by Joanne Chubb, Young

Person Coach who is an artist outside of work.

Joanne’s work is usually on a much smaller scale.

She has previously created murals but hasn’t worked on anything this large.

Every resident, young and old, has been involved in painting a small piece of the mural and it is planned to use it to commemorate and welcome new residents and their children to Dove Cott House as they will add leaves (children’s handprints) on the branches.

Swan gets involved with the Government’s Year of Engineering campaign Swan recently took part in Stephen Metcalfe MP’s Year of Engineering Showcase in Basildon Town Centre. The Year of Engineering is a government campaign which celebrates the world and wonder of modern engineering and, ultimately, hopes to inspire more young people to consider careers in engineering.

Swan were invited to take part because of the pioneering work we are doing in our modular factory. The Swan stand included a house building craft activity for children and a Virtual Reality tour of

a construction site provided by our partners at Ramboll.

The event was a big success with many young people coming along and speaking to the team about their career aspirations. The team were also able to use the day as an opportunity to update Stephen Metcalfe MP, Year of Engineering champion (pictured - left) and many of the local Councillors, including Cllr David Dadds, Mayor of Basildon, about Swan, the factory and the great projects we are involved in.

THE COMMUNICATOR PAGES 13/14

Swan Rewards

Our way of saying thank you

Here is your chance to win some fabulous prizes as part of the Swan Reward Scheme. Please check that you qualify by visiting www.swan.org.uk and then just choose which of these great prizes you would like to win. The closing date for entries is Friday 16 November.

LG 32” smart full HD TV

Lenovo Idea Pad

n September n October n January

n Bears n Hedgehogs n Dogs

n Oak n Horse Chestnut n Pine

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

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

In which month are the clocks turned back?

Which of these animals do not hibernate?

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

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

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

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

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

Bush washing machine

What type of tree do conkers fall from?

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

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

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

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

Henry vacuum cleaner

£100 B&Q decorating voucher

2 x £50 Argos Vouchers

n Count Me Out n Count Me In n Countdown

n Tower Hamlets n Forest Gate n Chelmsford

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

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

Disney’s film Coco is set in which country? n Mexico n Spain n Brazil

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

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

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

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

What is Swan's new community project called?

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

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

Where is Swan's Forest Point estate located?

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

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

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 improvement@swan.org.uk quoting 'Swan Reward Scheme competition’ with your answers, name and address. Winners may be asked to appear in the next edition of The Communicator.

Images are for illustrative purposes only and prizes may vary

The funny zone!

Q: Why didn’t the skeleton want to go to school?

A. His heart wasn’t in it

KIDS’ ZONE

Autumn is here and the spooky pumpkins are taking over!

Find an identical pair of pumpkins and you could win a £25 Argos Voucher.

The two runners up will win a Kids’ Zone Activity Book.

Q: What do you get when you cross a duck with a vampire?

A. Count Quackula!

Q: Where do ghosts buy their food?

A. At the ghost-ery store!

Q: What kind of dessert does a ghost like?

A. I scream!

Q: What do ghosts use to wash their hair?

A. Shamboo Q: Why are ghosts so bad at lying?

A. Because you can see right through them!

Last issues Word Search winners Winner £25 Argos Voucher Adrian, age 8

Runners up Swan colouring book

Charlie, age 10, Stanford-le-Hope

Armania, age 14, Colchester

When you have found a pair, Your name circle them, cut out your .................................................................................................................................... entry and return with your name, age and address to Your age Joanna March, Swan Housing Association, ....................................................................................................................................

FREEPOST ANG10361, Billericay, Address CM12 9ZZ Entries will be drawn on ....................................................................................................................................

Friday 16 November.

This competition is only open to Swan residents aged 16 or under.

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

In your language

Please call 0300 303 2500 if you would like someone to explain any of these articles to you.

Polish

Somali

Punjabi

Swan Housing Association Head Office: Pilgrim House Billericay Essex CM12 9XY

Our main offices are open Monday - Thursday 9.00am - 5.15pm

Friday 9.00am - 5.00pm

Tel: 0300 303 2500

Swan HA www.swan.org.uk @swanhousing

Hera Management Services www.heramanagementservices.co.uk @heramanagement

Repairs: 0800 783 2768 or 020 3597 2067 from a mobile (24 hrs a day)

Email: info@swan.org.uk

Online: www.swan.org.uk For details of other ways to report a repair, make a complaint or compliment and how to contact us by text please visit the Swan website

NU living www.nuliving.co.uk @nulivinghomes

Bengali

Arabic

Urdu

Swan Foundation www.swanfoundation.org.uk @swanfoundation