HOME | Winter | 2022

WELCOME

to our winter edition of HOME –your customer magazine.

With the price of almost everything rising, this issue will focus on where you can get support with the cost of living.

We will also tell you about how we have been using your feedback to shape and improve our services. As well as how you can get involved in our governance and scrutiny.

There are also some great ‘nice to know’ stories about some of the work that has been happening in your communities, from holiday hunger clubs to greening schemes. Thank you to those of you who have got involved in these, and other Swan projects in your area.

Please also take time to read some of the important information that we have shared on how to stay safe in your home.

We hope that you enjoy this edition and, as always, we welcome your feedback. Please get in touch at information@swan.org.uk

Pete Morley-Watts Executive Director of Customer Experience

is as easy as 1,2,3 with the MySwan portal

Working to improve your customer experience

We want to improve your experience as a Swan customer. We regularly ask for your feedback through surveys that the Institute of Customer Service do on our behalf.

This is what we’ve been doing, and the progress made so far:

Keeping our promises

Nearly half our customers surveyed told us that you don’t feel that we keep our promises. We wanted to understand this, so we looked into your answers in more detail. We were able to tell that satisfaction and trust is significantly lower when customers contact us by email. To address this, we have moved our email contact to a system that records how long it takes us to respond to customers and the quality of our responses.

This has improved the average time taken to respond to customers to two days (for customers contacting our Customer Relations and Neighbourhoods teams).

This has improved overall customer satisfaction

You told us that you are most unsatisfied with how we respond to problems and complaints. You didn’t feel listened to or that your complaints were being followed-up. Therefore, we now have a dedicated complaint handling colleague who looks after complaint cases from start to finish.

We’ve increased telephone contact with customers to three times during the complaint process so that we can listen better and provide you with more support.

NEED TO KNOW

Customer repairs

You told us that we needed to improve how we handle repairs. You were not satisfied with how we managed appointments and felt that we did not keep in touch throughout the process.

We have fed that back to our repairs partner, Axis, and we have been working together on improving these areas. They have:

Piloted an App for Axis operatives to book any follow-on work while they’re at your property, at a time that suits you.

Started to send text messages to customers with a booked repair so they know when an operative is due to attend.

Employed more operatives to reduce the time you have to wait for a repair.

Introduced a dedicated communal repairs team so that we can prioritise these jobs, while still allowing other operatives to focus on repairs in your homes.

Trained Axis call centre handlers to reduce the number of incorrectly assigned jobs.

Continued to ask our customers for feedback to make sure we’re focusing on the right priorities.

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All of these changes are a move in the right direction, but we want to do more. Go to Count Me In (www.countmein.swan.org.uk) our customer feedback platform, for up-to-date information and to share your feedback.

We want your feedback on how we can make it easier for you to share your views with Swan. Please take time to complete the survey in the inside pages of this edition of HOME. To say thank you for your time, we are inviting you to enter a prize draw to win a Ninja Foodi 15 in 1.

This has led to an improvement of satisfaction

Budgeting basics

We know that the cost of living is a worry for many of our customers. We have put together some advice on how to make your cash go further, as well as where you can find practical help. We hope that you find this useful.

Budgeting can sound boring. But it can really help you to make the most of your money.

If you don’t have a budget or your current budget isn’t working, here’s some tips:

Start with your income ie how much money you have coming in each month. This may be from your wages, benefits, pension, gifts from family etc.

Then work out your expenses. Here’s a list of some things that you might pay money out for: The above advice has been written with help from the following websites: www.capmoney.org, www.moneyhelper.org.uk, www.helpforhouseholds.campaign.gov.uk, www.comparethemarket.com, www.which.co.uk and www.moneysavingexpert.com

Top up your total and check if your budget balances. If you’re spending more than your income, don’t panic! There are some ways to help make your budget work.

Cut costs by finding a way to do something cheaper eg trying a different brand or service provider.

Cut back eg take a packed lunch rather than buying lunch out.

Cut out eg by cancelling a membership or subscription.

You may also be able to make some extra cash from selling unwanted items or making sure that you’re claiming all the benefits you’re entitled to.

TIP!

It can help to think about yearly costs when planning your budget. For example, if you spend £200 on Christmas, it might help to split the cost by 12 and save £16.67 per month.

The website www.moneyhelper.org.uk has more advice and an online budgeting tool.

The above advice has been written with help from the following websites: www.capmoney.org, www.moneyhelper.org.uk, www.helpforhouseholds.campaign.gov.uk, www.comparethemarket.com, www.which.co.uk and www.moneysavingexpert.com

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Swan’s Welfare Benefits team

We know that even with the best budgeting, money can still be tight. If you’re struggling to make ends meet, help is on hand.

Our Welfare Benefits team is here to help you with finding out what benefits you’re entitled to, applying for benefits, managing your budget or dealing with debt. Sometimes we will support you by directing you to another agency that can best help you.

You can use our online benefits calculator at www.swan.org.uk to work out if you are entitled to receive a state benefit or call our Welfare Benefits team on 0300 2500 303.

Case Study

Mrs K was referred to our Welfare Benefits team having made an application for Personal Independence Payments (PIP) that was refused twice. She was very distressed as her husband was unwell and she’d had to leave work as he required 24-hour care. They were already struggling financially and Mrs K had been told that she needed to look for work otherwise the Universal Credit (UC) she usually received would be sanctioned.

A member of Swan’s Welfare Benefits team completed a check to confirm what benefits the couple are entitled to. They then supported Mr and Mrs K to make a new PIP claim and appealed the original application, including eventually taking it to a tribunal hearing.

Mr K was awarded PIP and received a full backdate from the start of the original claim date. Once the claim for PIP was in place, the non-dependent deduction was also removed, reducing the family’s outgoings.

Mrs K was also awarded Carer’s Premium, lifting the work commitment from her UC claim.

This lengthy process resulted in the following benefits claims and back payments for the couple:

PIP

£92.40 a week - backdate £9,884.70 Care Premium £38.85 a month - backdate £233.10

Removal of non-dependent charge £77.87 month

Watch out for loan sharks!

A loan shark is an unlicensed moneylender who often targets people who find themselves in difficult times. If you borrow from them it’s likely you’ll end up having to pay back a lot more than you borrowed. You may also be harassed if you get behind with your repayments.

If you have borrowed money from a loan shark you are under no legal obligation to repay the debt. Contact your local Trading Standards office and they will help you deal with the loan shark.

Other ways of borrowing money

Many of us need to borrow a bit of money to get by from time to time. If you need a loan, always go to a licensed lender. But just because a lender is licensed it doesn’t necessarily mean you are getting a good deal.

Credit unions are a resource for people who might struggle to get for loans from other lenders. They will work with you to understand what you need and will encourage you to only borrow what you can afford to pay back. The most you’ll pay in interest is one per cent a month, so interest on a £100 loan won’t be more than £1 a month.

The Government also offers an interest free Budgeting Loan that can help with furniture or household items (eg washing machines or other ‘white goods’), moving house,

maternity costs and much more. You may be eligible if you’ve been on certain benefits for six months. Find out more at: www.gov.uk/budgeting-help-benefits

Debt help

If you have borrowed money and are struggling to repay it, you don’t need to struggle alone. Getting support can help you feel less stressed and more in control of your money.

What you say will be kept confidential. You will be given options about the ways of dealing with your debt.

Our Welfare Benefits team can help – call them on 0300 2500 303. Or there are other help services available. You can find a local debt advisor at www.moneyhelper.org.uk

Help with fuel bills

Changes to the ‘energy price cap’ mean that energy bills are rising. We know this may be worrying and want to help you to feel in control of your money as much as possible. We’ve put together information on the support that may be available to you. We’ve also shared some tips on reducing your energy usage.

Energy Bill Payment

Everyone across the UK will receive a £400 upfront discount on energy bills from October 2022. If you pay your bill by direct debit, this money will be credited. If you have a prepayment meter, you will receive automatic credit when you top up or a voucher – your supplier can tell you which you will get. If you cannot afford to top up, contact your supplier and they may be able to send you a voucher.

Winter Fuel Payment

If you are pension age you may be entitled to a winter fuel payment of up to £600. This is usually paid automatically if you are in receipt of the State Pension or Pension Credit. If you don’t get these benefits, you will need to make a claim for this payment. The amount you receive depends on your circumstances.

Find out more at: www.gov.uk/winter-fuel-payment

Some energy companies also offer support if you’re struggling to pay your bill.

The WaterSure scheme may help you save money by capping your water bill. Some water companies also have grants or funds available for people who are struggling due to debts, health issues or other financial difficulties.

Find out more at: www.swan.org.uk/yourmoney

Warm Home Discount

If you get certain benefits or are on a low income you may be eligible to receive a rebate of £140 towards your energy bill. You need to apply every year directly through your energy supplier and they will decide on a case-by-case basis.

Find out more at: www.gov.uk/the-warm-home-discount-scheme

Energy saving tips

The amount of your electricity or gas bill will depend on how much energy you use. There are loads of easy ways that you can reduce the amount of energy you use. Together these small changes really add up for the average household!

Reduce 10% 4 minutes

Turning your thermostat down just 1°C can reduce bills by up to 10%.

Keeping your shower time to just four minutes could save a typical household £70 a year on energy bills and an extra £60 on water bills.

Save £65

Remembering not to leave devices on standby mode could save you around £65 a year.

Save £70

Insulating your hot water cylinder can save you as much as £70 per year.

30 degress

Save £17

Washing your clothes at 30°C and doing one less load of laundry a week could save around £34 per year.

Reducing your dishwasher use by just one run a week could save you up to £17 a year.

Important notice! There are lots of energy saving tips online right now. Reputable websites such as www.which.co.uk and www.moneysavingexpert.com give out safe and helpful advice. But wrong information is on social media and can actually be unsafe. Please read and follow our safety advice on page 21.

Eating well on a budget

Successful shopping

Making a meal plan (of what you will eat for each meal that week) before you go shopping can help you to only buy what you need.

• Checking your cupboards before you go shopping can help you to avoid buying items you already have.

Bag a bargain

Bigger supermarkets often offer a better range of products at a cheaper price than convenience stores.

• Often the most expensive products are placed at eye level. If you look lower, you may find cheaper items.

• Discounted items are not always cheaper. Check the ‘cost per gram’ before buying.

• Going shopping later in the day means you’re more likely to find reduced items. You can always freeze foods such as meat and defrost them later.

Savvy substitutes

• Meat can be expensive. Why not try using beans and lentils in your dishes instead?

• Swap fresh fruit and vegetables for cheaper frozen or tinned options. (They have a longer shelf life too!)

• Misshapen fruit and vegetables are often sold at a cheaper price and taste the same.

Own brand items are generally cheaper than branded ones, and mostly identical to the big-name competitors.

Shopping on a budget doesn’t mean you can’t still eat healthily. Here’s our top tips on how you can eat well without breaking the bank.

Food help

If you’re struggling to pay for food help is out there. We’ve highlighted some of the food support available in your local communities.

Tower Hamlets Food Store

In partnership with Tower Hamlets Council, Swan has turned two unused spaces into food stores. The stores are located at two of our community hubs: The Reach community centre at Blackwall Reach and the Bow Cross Community Hub.

The food stores are open to anyone – joining is not based on your income. In return for a weekly membership fee of £3.50, you can pop along to top up your weekly shop with £20 - £30 worth of essentials such as fresh fruit and vegetables, chilled and frozen foods and store cupboard staples.

Food store members are also set up with financial and wellbeing support services.

To sign up or for more information, please email TheFoodStore@towerhamlets.gov.uk with your name, address, postcode and contact details. A food store will be opening at The Beech, Basildon in the New Year.

Food banks

The Trussell Trust is a nationwide network of food banks that provide emergency food and support to anyone referred to them with a food bank voucher.

Our Welfare Benefit team can make a referral for you. Contact the team on 0300 2500 303.

Training and employment opportunities for you

Did you know that Swan has a dedicated Employment and Training Support Manager? Abdullah Hossain is on hand to support Swan customers to learn new skills and access employment. Abdullah has helped hundreds of customers to get a job or a promotion.

Did you know that Swan can help you with free employment and training support

tailored to your needs? We can help you gain basic skills, arrange work experience, write your CV or prepare for an interview. We also have lots of accredited e-learning courses that are available free for residents at www.virtual-college.co.uk/courses/search

If you are looking for a job, want to learn something new or you’re not sure where to start, contact Abdullah on 01277 844242 or ahossain@swan.org.uk

Case Study

Ade Adelekan, Community Development Officer, has recently worked with Peabody Housing Association to run a job club in Laindon, Essex, to support members of the community back into employment.

Participants were given the opportunity to search for jobs at their own pace and were provided with advice on CV writing, job applications and interview preparations, to help build their confidence.

A seven-week computer skills programme was also offered in partnership with the Workers’ Education Association (WEA).

Some of the job seekers have managed to secure jobs in various fields such as a local school bus driver, in retail, care work and in catering at Basildon Hospital. One person even received multiple job offers at the same time!

Holiday activity clubs

We know that the school holidays can be tough for some families with the cost of childcare, food and social activities putting extra pressure on finances.

So far this year, Swan has run five Holiday Activity Clubs for families living on the Craylands or Beechwood estates, Laindon in Essex, and Blackwall Reach and Exmouth estates in East London.

Beechwood community windows

Swan’s community hub, The Beech, located on our Beechwood Village development in Basildon, has been transformed with windows displaying eye-catching murals.

Painted by local artist, Ash Fields, from Our Tiny Windows, the windows feature real life members of the community along with words that describe what ‘community’ means to each person.

The artwork has created a welcoming space that is representative of the local community. Read the full story on the news section of our website at www.swan.org.uk

Open to young people aged 6-18 years old, the four-hour-long daily sessions provide fun, physical activities as well as a free, nutritious meal for all attendees.

So far this financial year (April - November 2022), 274 children have attended the sessions. Swan has provided 3,569 hot meals and 460 hours of free childcare provision.

Swan and Essex Police tackle ‘cuckooing’ in customer’s home

Neighbourhood Officers from Swan have helped a vulnerable customer by assisting Essex Police in a successful prosecution.

Neighbourhood Officer, Tracy Venton, alongside Swan’s Anti-Social-Behaviour (ASB) team, worked with Essex Police’s County Lines and Urban Street Gangs Unit to share intelligence, evidence and CCTV footage.

This led to the arrest and conviction of a senior member of a county line organised crime group who was supplying Class A drugs from a Swan tenant’s property in Chelmsford. This practice is known as ‘cuckooing’ where vulnerable people have their homes taken over by organised crime groups to use as a base for criminal activity.

Read the full story on the news section of our website www.swan.org.uk

Tracy said:

If you are a victim of cuckooing, our ASB team can help you to get out of this situation. They can also support customers who are experiencing other forms of ASB. Get in touch on 0300 2500 303 or ASB@swan.org.uk

“We are continuing to support the tenant who is in contact with a local drug recovery service. We’ve also noticed a significant reduction in reports by local residents relating to drug users and ‘unsavoury characters’ in the local area since the conviction.”

Therapy dog brings joy at Dobsons House

Customers living at Dobsons House, Swan’s Extra Care Scheme in Rayleigh, have gained a new four-legged friend.

Therapy dog, Gibbs, visits the supported living scheme once a week with his owner Alison, thanks to the charity Essex Therapy Dogs.

For many of our customers at Dobsons House, spending time with Gibbs brings back memories of them owning their own pets.

Award success for Swan Care team

We won The Home Care Employer Award at the Great British Care Awards south east regional finals! The nomination was recognition of an overall outstanding rating from the Care Quality Commission for its rapid response service in Colchester, partnership working, good communication and specialist skills.

The Swan Care Rapid Response North team also picked up a highly commended award for ‘Team of the Year’ at the Essex Care Sector Awards 2022.

Congratulations also go to our Beverly Ford, Deputy Foyer Manager and two foyer residents who were shortlisted for the Room for Young People Inspiration Awards 2022.

Foyer residential fun

As part of the Youth Power Fund Project, funded by the Foyer Federation, 14 of our young people had the opportunity to attend a two-day residential trip at the end of September.

The group visited Fairplay House in Wickham Bishops for a weekend of personal development workshops. They also took part in outdoor activities such as canoeing, highropes and archery.

Some of the young people had never met before, having come from different Foyers, and the weekend away gave them an opportunity to make new friends.

One of our residents, Alfie, said:

“I enjoyed meeting new people and the great activities, especially canoeing. I pushed myself out of my comfort zone and talked to lots of people as well as challenging my fears of heights and small spaces during the activities…

If I could go back tomorrow, I would.”

Late summer, some of our Foyer customers took part in the Nuclear Races muddy obstacle course alongside seven of our Care and Specialist Accommodation (CASA) team as part of the Connecting Minds project funded by Inspire Chilli and the Foyer Federation, to improve the mental wellbeing of young people.

Reducing your energy costs safely

IMPORTANT NOTICE!

There are lots of energy saving tips online right now. Reputable websites such as www.which.co.uk and www.moneysavingexpert.com give out safe and helpful advice. But wrong information is circulating on social media and can actually be unsafe. Please read and follow our safety advice below:

Running large appliances (such as your dishwasher, washing machine and tumble dryer) outside of peak pricing times, can save you pounds. But electrical appliances should never be left running while you are asleep as this is a fire risk.

Heated clothes dryers are a great alternative to tumble dryers. However, always ensure you purchase these from a reputable supplier and check that the appliance is CE marked.

Never use electrical wall heaters or convection heaters for drying clothes as they can overheat and cause the clothing to catch on fire.

Avoid the use of candles to light your home. Choose battery operated or solar powered lights instead.

Log burners or chimineas should not be used inside your home. Burning charcoal or wood inside, without proper ventilation can lead to carbon monoxide poisoning.

Contained gases, such as Calor gas, should never be used for heating purposes as leaks on the bottles can make you ill and bottles may also explode.

Never use tea lights to create a homemade heater as this may cause a fire.

Make sure you have a working fire alarm inside your home.

GasIt is getting colder and this may mean that you’re using your heating more. Here’s some important gas safety advice to help you stay safe in your home.

If you suspect there is a gas leak:

• open all doors and windows straight away

• shut off the gas supply at the mains (a large lever usually next to the gas meter)

• call the National Gas Emergency Service on 0800 111 999 don’t smoke, light matches, lighters or cigarettes

• don’t turn electric switches on or off.

! !

Remember, you should never:

• use a gas appliance if you think it is not working properly cover an appliance with anything

• block or obstruct any fixed ventilation grilles or airbricks

Carbon

monoxide

– know the danger signs

If you suspect a carbon monoxide leak:

• open all doors and windows straight away shut off the gas supply at the mains (a large lever usually next to the gas meter) call the National Gas Emergency Service on 0800 111 999

• contact us so we can arrange for a safety inspection.

The signs to look out for include:

• yellow or orange flames (except for fuel effect fires) - flames should normally be blue

• soot or stains around the appliance pilot lights that frequently go out.

The symptoms of carbon monoxide poisoning include:

• tiredness drowsiness headache

• nausea

• chest pains

• stomach pains.

If you suspect you or someone else is suffering from the effects of carbon monoxide, you should switch off any fuel burning appliances and seek urgent medical help straight away.

Damp and Mould

At Swan, we take reports of damp and mould very seriously. If you spot signs of damp and mould in your home, please report it to us immediately, even if the problem is only small.

You can do this by contacting Axis. Call 0800 783 2768, text 07786 205 096 or email swanresidents@axiseurope.com

There are lots of reasons that mould and damp can occur in homes. To make sure every case is properly investigated, Axis will visit and assess your home.

During the visit they will identify the causes of the mould and advise on any repairs needed. Should a repair be advised, the timeframe and duration of the repair will depend on the severity of the issue

The Axis operative may also give you advice on your heating controls to help them perform better and work with you to help make changes that will prevent mould in the future.

What is damp, mould and condensation?

Condensation is when moisture or water in the air collects on a cooler surface. Most people have a little bit of condensation, like the droplets you see on your windows after a shower. While it’s usually nothing to worry about, condensation can lead to damp and mould if left for too long.

Mould looks like little black dots in the corners of the windows or anywhere water collects. Mould can be bad for your health, so it’s

important you take action if you spot signs of mould in your home.

Damp looks like a wet patch on a wall or ceiling and appears when condensation is left for a long time. Left untreated, damp can cause structural problems over a long period of time.

Why does damp and mould occur?

There are lots of reasons why damp and mould can happen in homes. These can range from there being too much moisture in the air to plumbing and ventilation faults, or more deepseated problems with a building.

You should always report damp and mould in your home as soon as possible.

How can I avoid damp and mould?

Damp and mould can be caused by lots of things. However, there are some simple steps that you can take to help avoid this problem appearing in your home.

1. Remove moisture in your home when you can

A common cause of mould is condensation or moisture on surfaces in your home. This is most common in areas such as kitchens and bathrooms. To avoid this, wipe condensation or water droplets from walls, tiles, shower screens and windows. If you discover a leak or damp patch in your home, please report this to us as soon as possible.

2. Keep your home properly ventilated

Open your windows and use vents regularly to let out moist air and let fresh air in and use any extractor fans you may have. To stop moisture from spreading when you are cooking or bathing, keep the doors to the bathroom and kitchen closed.

3. Stop rooms from getting too cold Very cold rooms can provide ideal conditions for mould to grow, so it’s recommended you don’t let the temperature in your home fall below 14 °C (the ideal temperature for your living room is 20°C, for the bathroom it’s 23°C and for the bedroom and kitchen it’s 16°C).

4.

Try not to dry clothes on radiators

Drying clothes on radiators increases the moisture that they release and can create damp stops in your home. Instead, try and hang them on a clothes airer - place this in a well-ventilated room with any doors to the rest of your home closed.

5. Avoid placing furniture close to walls

Mould can grow in spaces where air can’t circulate, so avoid leaning large items of furniture or storing lots of items against walls, with no space for air to move.

If so, a mutual exchange could be the solution for you, especially if you are not high enough priority through the usual allocation process.

If you need more information contact swanonboarding@swan.org.uk

Register on HomeSwapper or House Exchange and start your search for someone to swap with: www.Homeswapper.co.uk www.houseexchange.co.uk

To be eligible you need to be:

• a social housing tenant

• have a secure or assured tenancy

Competition time!

Complete the word search and return it to CommunicationsTeam@swan.org.uk or FREEPOST, RTSX-ZGYT-BYEY, Pilgrim House, High Street, Billericay, Essex, CM12 9XY by Friday 13 January to be entered into a prize draw to win one of three £50 Tesco vouchers that are up for grabs.

Our offices are open by appointment only. You can also get in touch in the following ways:

You can access information about our services on www.swan.org.uk You can find our Live Chat service here too.

If you cannot find what you need online please do speak to us via Live Chat or email us at info@swan.org.uk

You can call us and speak to a member of staff.

somewhere to feel at home

Swan HA Pilgrim House Billericay Essex CM12 9XY

Tel: 0300 303 2500 swan.org.uk

@swanhousing

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

NU living

Tramway House

3 Tramway Avenue Stratford E15 4PN

Tel: Tel: 0300 303 2500 nuliving.co.uk

@NUlivinghomes

Hera Management Services Limited

Tramway House 3 Tramway Avenue Stratford E15 4PN Tel: 0345 683 8812 heramanagementservices.co.uk @heramanagement

All information in this newsletter is correct at time of publication.

In your language

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