Residents' Annual Report 2017

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Performance Data

RESIDENTS’ ANNUAL REPORT 2017

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WELCOME TO THE 2017 RESIDENTS’ ANNUAL REPORT This report brings you fully up to date with Swan’s performance over the last year.

Our performance highlights include: • Retaining our Customer Service Excellence Accreditation with 14 Compliance Plus areas

• Supported over 1,700 residents to meet the challenge of Welfare Reforms

• Achieving Excellence in Housing Diversity Network Accreditation

• 327 residents attended SwanFest our annual residents day

• Investing £2.2m on planned improvements to our homes, 100% of which meet the Government’s Decent Homes Standard • Generated £59.5m of gift aid to reinvest in building more homes and supporting our communities

We were also delighted to again be recognised as one of the Sunday Times Top 100 Not for Profit Employers in the UK. This year having moved up 29 places from number 63 to number 34!

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PERFORMANCE We compare our performance against 21 Registered Providers operating across Essex and East London.

In 2016/17 our performance was in the top quartile for:

Other siginificant performance results include:

• Days taken to re-let empty properties • Average time to complete a repair • Properties with a Gas Safety certificate • Rent arrears • Satisfaction with complaint handling • Satisfaction with quality of home

• Satisfaction with overall services is 84.3%

We improved on: • Cost of housing management • Cost of estate services • Cost of rent collection

• Overall satisfaction with Supported Housing Service is 90.2% • Satisfaction that rent provides value for money is 80.4% • Responsive repairs, major works and reletting our empty homes are all rated as good performance and low cost • Over 90% of estate inspections meet our ‘A’ standard quality

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OUR REGULATORY STANDARDS This Annual Report sets out our performance against the Regulatory Standards set by our regulator, the Homes and Communities Agency.

These two regulatory standards contain the outcomes that we are expected to achieve and Swan’s Board are responsible for determining how we meet these standards.

The standards are: The Economic Standards

The Consumer Standards

• Governance and Financial Viability • Value for Money • Rent

• Tenant Involvement and Empowerment • Home • Tenancy • Neighbourhood and Community

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CUSTOMER SERVICE, CHOICE AND COMPLAINTS Information on our services is provided through our Service Standards and our Tenant and Leaseholder handbooks.

Each year we assess our customer service performance through the Customer Service Excellence (CSE) standard accreditation.

The ‘Communicator’ magazine is one of our key tools for communicating with you.

We view our continued compliance to the CSE standard as an important independent test of the quality of our services and the value they deliver to our customers.

A printed version is produced and mailed to all residents and in addition, it is available to read digitally on ISSUU so that you have the convenience of reading it on a mobile phone or tablet.

As well as our Service Standards and Handbooks, details of our services are available on www.swan.org.uk and on our dedicated residents’ website www.web4residents.org.uk

Some local newsletters are published bilingually, to assist residents who do not have English as their first language. All our staff have access to Language Line and we hold a list of staff who are bilingual.

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RESIDENTS’ ANNUAL REPORT 2017

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CUSTOMER SERVICE, CHOICE AND COMPLAINTS We understand that how we respond to complaints directly impacts on customer satisfaction. Therefore we ensure that all complaints are taken seriously and dealt with in a professional way.

During the year we received 234 complaints and took an average of 4.8 days to respond. 62% of the complaints we received were in relation to a repair.

Complaint handling satisfaction for 2016/17 was 74% and 64% for the outcome of a complaint.

100% were answered within our target and 96%

were resolved at stage 1 and 99% at stage 2. Information on complaints is published on www.swan.org.uk and our performance is benchmarked through HouseMark, with current results placing us in the top quartile.

We also received 170 compliments over the year and 163 enquiries from local council members and MP’s.

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UNDERSTAND AND RESPOND TO THE DIVERSE NEEDS OF TENANTS We value diversity and are committed to promoting equality, community cohesion and social, digital and financial inclusion.

All our policies include a statement regarding equality and diversity and key services have an annual equality analysis undertaken.

based, or where we identify a legitimate need, representative of our resident/customer profile.

Mandatory equality and diversity training for all staff, is delivered by our Housing Diversity Manager and our staff are empowered to support residents with their individual communication needs.

We have profile information on over 90% of residents living in our general needs housing. This helps us to understand who lives in our homes and and enables us to adapt our services accordingly.

We aim to recruit and retain a workforce that is representative of the local areas in which we are

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UNDERSTAND AND RESPOND TO THE DIVERSE NEEDS OF TENANTS A number of services have been developed to respond to the diverse needs of our communities, procuring expertise to deliver tailored services where appropriate. This includes the delivery of regular English for Speakers of Other Languages (ESOL) classes.

We also provide a range of community development activities for residents of all ages and a range of resident involvement opportunities including SwanFest, our annual residents day.

Our Equality Scheme guides our strategic approach to equality and diversity, to ensure that we continue to promote equality, diversity and inclusion through everything we do.

Our annual Equality and Diversity Report shows how we are doing this. You can view this on our website here.

We were delighted to receive Housing Diversity Network Accreditation this year for excellence in equality and diversity.

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GOVERNANCE AND FINANCIAL VIABILITY We are structured to enable residents to help us deliver our aims, objectives and intended outcomes for tenants and potential tenants in an effective, transparent and accountable manner.

We follow the National Housing Federation Code in Governance, that sets out the principles and foundations of good governance.

We facilitate a resident led Scrutiny Panel and our Resident Consultive Committees provide residents with the opportunity to influence, scrutinise and hold us to account.

Residents sit on our Operations Committee which reports directly to the Board.

Swan’s Governance rating is G1.

This shows we are complying with the Regulators governing documents and regulatory requirements and we have an effective risk management and internal controls framework.

Swan’s viability rating is V2.

This is a compliant rating and we are confident we have the right governance and financial strength in place to meet our ambitious home building objectives.

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VALUE FOR MONEY The Value for Money Standard sets out the Regulator’s requirement that we publish a self-assessment annually, setting out how we are achieving value for money.

Value for Money (VfM) is embedded in our operational activity and decision making. Our VfM strategy clearly defines value and sets out how it will be achieved, monitored and measured.

We have a clear understanding of what VfM means to our residents and stakeholders and have a proven track record of achieving high performance and excellent levels of customer satisfaction.

We appreciate that VfM should be considered in the context of meeting our overall objectives and, as such, we are structured to best deliver our mission ‘to deliver effective services, enterprising solutions and exemplary homes and communities’.

Our annual VfM Self-Assessment shows how we are taking a robust approach to decisions on how we use our resources and demonstrates that we have a good understanding of our costs and the return on our assets.

It provides the evidence necessary to demonstrate that Swan is successful in fulfilling the requirements of the Value for Money standard and is available on our website.

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RENT Our rental income is used to pay for the maintainance and management of our homes and how much we can charge is closely regulated.

We are required to charge rents in accordance with government regulations. The Welfare Reform and Work Act 2016 requires us to reduce rents from 2016 by 1% each year for four years.

We offer a wide range of methods to pay rent and other charges and provide a minimum of four weeks’ written notice of any changes to the charge made.

Last year we collected 100% of rent due. This money was used to pay for the services we provide, including repairs and maintenance and the management of your tenancy.

Customer satisfaction with rent providing value for money for 2016-17 was 80.4%. During the year 26 households were evicted for not paying their rent.

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INVOLVEMENT AND EMPOWERMENT We have a dedicated Resident Involvement and Community Development (RICD) Team working directly with residents and local communities to develop our services and increase service user engagement.

There are a range of opportunities for residents to get involved, depending on how interested they are in influencing our services and how much time they have to spare.

We operate a three tiered system of resident involvement: Tier 1 – Formal e.g. Operations Committee, Resident Consultative Committees, Scrutiny Panel

Tier 2 – Informal e.g. Estate Inspections and Residents’ Association Tier 3 – Light touch Customer Feedback Panel, Focus Groups, Residents’ Conference

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INVOLVEMENT AND EMPOWERMENT MONITORING The Operations Committee and the Resident Consultative Committees (RCC) agreed the new Housing and Support Strategy along with several key policies, including: Rent Payment and Arrears Policy, Maintenance Repairs Policy, Hate Crime and ASB Policy, Rent Setting Policy and Home Owners Policy.

The Scrutiny Panel monitors and reviews our performance and service, enhancing the role of the RCC. Last year they carried out reviews on how we procure our grounds maintenance contracts and our service standard for the removal of graffiti and dumped rubbish from communal areas.

Residents continue to be consulted on the repairs service with text satisfaction surveys undertaken for each repair when possible. Monthly meetings are held with residents and Axis to review performance and complaints.

Their first review this year will be on the standard that we let our empty homes.

At each RCC meeting, residents are provided with an update on the implementation of all the service reviews they have been consulted on.

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INVOLVEMENT AND EMPOWERMENT TRAINING We offer a comprehensive training programme for residents, including vocational and formal courses.

All courses are free and provide opportunities for residents to enhance their skills and gain accredited qualifications.

This year we have reviewed and updated our courses to offer more digital and learn from home options.

and diversity, introduction to social housing, as well as placements to study towards a Chartered Institute of Housing qualification.

View our current Resident Training brochure here.

Our courses include; resident inspectors, understanding performance information, equality

Last year 133 residents took part in our formal training.

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RESIDENTS’ ANNUAL REPORT 2017

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HOME QUALITY OF ACCOMMODATION 100% of our homes meet the Government’s Decent Homes Standard and we have adopted a Decent Homes PLUS standard for Swan.

This has shorter timescales for kitchen and bathroom life cycles than those set by the Government.

We have used more efficient loft insulation and carried out a number of environmental improvements. This work compliments Swan’s Asset Management Strategy which sets out our framework to maintain and improve the condition of our homes.

We comply with all applicable maintenance legislation and regulations with respect to Health and Safety and our Board receive a twice yearly report on Health and Safety compliance.

We have continued to make great progress with our regeneration programmes in Basildon, Redbridge and Tower Hamlets.

Last year we installed 193 new kitchens, 20 new bathrooms, 154 new boilers and externally decorated 251 properties.

Customer satisfaction with the overall quality of their home at year end was in the top quartile at 85%.

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RESIDENTS’ ANNUAL REPORT 2017

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HOME REPAIRS AND MAINTENANCE In the last year, we completed almost 32,000 repairs, which included 5,000 emergency or immediate repairs. 100% of emergency repairs and 99% of standard repairs were completed on target.

We reviewed our appointment times during the year and introduced new improved slots from April 2017. The new slots are recognised as best practice for repair appointments and offer more flexibility for our customers. The new appointments are morning, afternoon and avoid the school run.

Satisfaction with the last repair for the year was 92%.

Our partnering contract with Axis Europe is managed through a range of contract monitoring and performance reviews led by a CORE Group made up of key Swan and Axis Directors.

They hold key operational meetings where officers and residents focus on individual areas such as repairs, gas, empty homes and planned maintenance.

100% of Swan properties had a valid gas safety certificate at the end of the year.

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TENANCY ALLOCATIONS AND MUTUAL EXCHANGE Swan’s Allocations Policy ensures our homes are let in a fair and transparent way and sets out how transfer applications are assessed. Priority is awarded based on household need and time waited and reflects local authority policies whenever possible.

Swan tenants can register for a transfer online at www.homehunt.co.uk. During the year, 75 tenants transferred to another Swan home.

All our lets are monitored to ensure fairness and efficiency and last year, satisfaction with our lettings service was 92%.

Last year our average re-let time for an empty home was 13.6 days, enabling us to move residents into their new home more quickly.

A risk assessment is carried out on all new tenants and assistance (including financial) is given when appropriate.

Swan tenants can register for a mutual exchange online at www.homeswapper.co.uk for free.

During the year 143 tenants swapped their home with another social tenant.

Satisfaction with our mutual exchange procedure for the year was 81%.

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TENANCY TENURE Swan’s Tenancy Policy is available on our website or on request and sets out details of the tenancies we issue and under what circumstances they are issued.

Tenancies include starter, assured, 5 year fixed-term and assured shorthold tenancies.

The tenancy given will depend on the type of home being offered and the applicant’s circumstances.

Last year 57% of the tenancies we issued were for a fixed-term.

Swan’s Neighbourhood Management Policy sets out our approach to tenancy management, including tenancy sustainment and our Tenancy Fraud Policy sets out how we tackle tenancy fraud.

We aim to offer the most secure tenancy we can and use starter and 5 year fixed-term tenancies to ensure that homes continue to be occupied by those who need them the most.

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NEIGHBOURHOOD AND COMMUNITY We are committed to working in partnership with residents, other landlords and public bodies to enhance our neighbourhoods and communities.

We have worked with residents to provide action days that focus on dealing with local issues including estate clean ups and environmental improvements.

We are active members in a number of local authority led partnerships, including the East London Housing Partnership, Tower Hamlets Housing Forum, Thames Gateway South Essex Partnership and Essex Housing Officers Group.

estates and we monitor and report all concerns of adult and child safeguarding to relevant social care agencies.

We have carried out a number of improvements to communal areas in partnership with residents and we have community garden projects in Beechwood and Bow Cross.

We work strategically with the Police and Fire Services to improve the safety of residents on our

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NEIGHBOURHOOD AND COMMUNITY Our Resident Involvement and Community Development Team (RICD) supports residents who wish to operate through Residents Associations and they can assist in arranging ad-hoc community events for our smaller estates.

We work closely with our partnering local authorities in the areas we are carrying out regeneration schemes, supporting both new and existing residents through the redevelopment process.

We have a Community Grant Fund to support local community groups in delivering activities such as dancing lessons, joint working with local schools, pensioners lunches, community events and activities for Black, Asian + Minority Ethnic (BAME) women.

We regularly attend multi-agency problem solving groups in all local authority areas where we have housing stock. We are a key partner at Multi-Agency Risk Assessment Conference (MARAC) meetings to assist in the ongoing safety of victims of domestic abuse and hate crimes within our homes.

We work on a daily basis with local safer neighbourhood teams sharing knowledge and relevant information to take appropriate action and tackle issues on the ground.

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NEIGHBOURHOOD AND COMMUNITY We carried out 626 formal estate inspections, 93% of these included residents and our Resident Inspectors also carried out 62 inspections over all areas.

Supported Housing Swan owns and manages approximately 350 units (self-contained properties and rooms in shared accommodation) within a number of supported housing schemes. Our schemes include foyers for young people, accommodation for residents with learning disabilities and older persons sheltered housing.

We provide an enhanced housing management service to all our supported housing residents and offer a dedicated officer within our repair partnership for the reporting of repairs.

Resident Involvement is integral to the service provided across all our housing schemes.

We have a robust approach to performance management and regularly publish our performance through ‘The Communicator’ and on our website www.swan.org.uk.

ADDING VALUE We work closely with local organisations to maximise funding and deliver community initiatives that add value to residents’ lives.

The Swan Foundation, www.swanfoundation.org.uk, is dedicated to improving people’s lives by building partnerships with local businesses and investing in communities.

Last year the Foundation awarded over £25k in grants to community groups.

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RESIDENTS’ DAY CASE STUDY 397 residents, board members and staff from Swan, Axis and other partners celebrated Swan’s annual Residents’ Day in July.

The focus of the day was to encourage consultation across all of Swan’s services. Each Swan team was represented along with attendance from sixteen partner agencies ranging from Essex Fire and Rescue to Love Food Hate Waste.

Residents had the opportunity to meet other residents to learn about what each Swan team does, whilst also gaining knowledge about what help and support was available from partners.

Attendees also benefitted from cooking demonstrations, advice and guidance and the opportunity for a full health check.

In total the event saw: • 23 residents sign up to get more involved across all aspects of the business • 49 residents take part in our estate services review • 22 Health Checks carried out, from which 11 referals to GP’s were made • 30 households received further information regarding specific services • Individuals from 20 different estates had the opportunity to say what they felt made a good estate • 4 residents signed up to the Resident Training Programme

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VANGE JOB CLUB Our team have been delivering a weekly Vange Back2Work job club, which we have recently expanded into the local community hub at Vange Library.

Working in partnership with Essex County Council and Barnardo’s, we support residents by providing confidence building workshops, enhancing interview skills and offering a crèche facility.

In 2016/17, 73 job seekers attended this initiative, with 14 known to have secured employment and at least 9 securing placements in training and apprenticeship schemes.

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PERFORMANCE DATA Find out how we’ve performed.

REPAIRS REPAIRS

2016/17

2015/16

TARGET

Repairs appointments that were kept

98%

97%

96%

Emergency repairs completed on time

100%

100%

98.5%

Day to day repairs completed on time

99.4%

98.5%

98.7%

Average days to complete a repair

3.92

4.01

6.9

Homes with a valid Gas Safety Certificate

100%

100%

100%

Overall satisfaction with our Repair Service

71%

74%

76%

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PERFORMANCE DATA HOMES AND TENANCIES HOMES AND TENANCIES

2016/17

2015/16

General needs stock

6801

6711

Average days to relet an empty home

13.6

14.5

Mutual Exchanges taken place

143

154

Tenants transferred

75

78

Total households evicted

34

31

24

TARGET

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PERFORMANCE DATA RENT AND INCOME COLLECTION RENT AND INCOME COLLECTION

2016/17

2015/16

Weekly average rent

£116

£120

Rental income owed in arrears

2.37%

2.48%

2.6%

Satisfied that rent provides Value for Money

80%

77%

80%

25

TARGET

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PERFORMANCE DATA ANTI-SOCIAL BEHAVIOUR ANTI-SOCIAL BEHAVIOUR

2016/17

2015/16

Reports of Anti-Social Behaviour

216

226

Satisfied with how ASB report was dealt with

72%

71%

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TARGET

76%

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1

03 09 04

PERFORMANCE DATA CUSTOMER SERVICE CUSTOMER SERVICE

2016/17

2015/16

Compliments received

170

233

Complaints received

234

217

Satisfied with handling of their complaint

74%

75%

76%

Views are taken into account and acted on

62%

67%

68%

Satisfied with the overall services provided

84%

83%

85%

27

TARGET

THE ECONOMIC STANDARDS

THE CONSUMER STANDARDS

CASE STUDY

2

3

4

5

6

7

8

9

Governance and Financial Viability

Value for Money

Rent

Tenant Involvement and Empowerment

Home

Tenancy

Neighbourhood and Community

Residents’ Day and Vange Job Club

Performance Data

RESIDENTS’ ANNUAL REPORT 2017

1

04 03 09

PERFORMANCE DATA RESIDENT PROFILE RESIDENT PROFILE

2016/17

2015/16

Head of household - BAME

27%

26%

Head of household - female

69%

69%

Head of household - disabled

16%

17%

Head of household - over 55yrs

23%

25%

Lets made to BAME households

27%

29%

28