Residents' Summary Annual Report 208

IDENT S E

S’

R

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Summary Annual Report 2018

W elco m e!

Our mission is to deliver good quality housing, support and care services.

Supported

Shared Ownership

Leasehold

Social housing is at the core of our business and is essential to the delivery of our corporate mission and objectives and is the main type of housing we manage.

Our key priorities are to:

Keyworker

General Needs

Properties we own

Demonstrate Excellence

Deliver Value for Money

The Regulator of Social Housing (RSH) is responsible for regulating social housing providers, such as Swan to make sure they are well managed and financially secure. Swan must comply with the standards that are set out by the RSH. Swan’s Board is responsible for ensuring compliance with regulatory requirements and do this through a number of key performance indicators.

These are broken into four key priorities:

Deliver Good Quality Care and Support

Financial

Compliance with process

Increase Customer Satisfaction

Customer

Learning and growth

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Financial At Swan, we are committed to ensuring value for money for our residents.

Our greatest expenditure is repairs and maintenance. We have maximised value for money for repairs with the partnering arrangement in place with our repairs and maintenance contractor Axis Europe.

We benchmark our costs and performance against other housing providers to show how we are achieving value for money.

Our rents are set each year in-line with government requirements and were decreased by 1% in 2018.

Key financial indicators 400

£115.08

101.49%

2.24%

average weekly rent

of rent collected (including former tenants)

rental income due in arrears

8%

£89.68

£19.89

of tenants in receipt of Universal Credit

cost of average repair

average weekly service charge

0.54%

tenants affected by the Bedroom Tax

£2.5m

former tenant rent arrears

spent on home improvements

£4.5m

81%

surplus generated from commercial activities to reinvest in our social purpose

£215k

satisfied rent provides VfM

spent on adaptations

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Customer Our customers are at the heart of everything we do.

Our latest Customer Service Excellence (CSE) standard accreditation report (April 2018) highlighted our strong commitment to deliver high quality customer service.

Last year we let 278 homes, 66 of these were to existing tenants. 63 households were housed with us because they were homeless.

We provide quality accommodation and enhanced housing management services for residents with different support needs. Our services support people to gain independent living skills and to maintain their home.

Our Equality Scheme 2018-2022 sets out our commitment and approach to promoting equality, community cohesion and social, digital and financial inclusion. We have been awarded the Housing Diversity Network Accreditation for excellence.

Each year we deliver a range of engagement opportunities to enable our residents to be involved and influence the services we provide.

The two largest events are SwanFest and Summer Night Lights.

Key customer indicators 82% overall customer satisfaction 94% satisfied with the last repair 86% supported housing customer satisfaction 219 complaints received 135 compliments received 162 reports of ASB 76% of complaints upheld 95% of complaints resolved at Stage 1 71% satisfied with complaint outcome 192 new kitchens fitted 278 homes let 178 new boilers installed 104 mutual exchanges

SwanFest - 330 residents, 16 local partners.

Summer Night Lights - 2,000 residents, 20 local partners.

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Compliance with process We have an ethos of continual improvement of our services, systems and processes to ensure they remain fit for purpose and can demonstrate value for money by being effective and efficient.

Each year we carry out a number of policy reviews which are considered by our London and Essex Resident Consultative Committees. Residents are also represented at key partnership meetings to help monitor and shape our services.

We gather feedback to learn how we can improve: You told us that our communication regarding communal repairs could be better, so now we use block texts to update residents about communal repairs.

Key compliance indicators 99.95%

13.3

properties with a valid gas safety certificate

days to relet a property

100%

99.2%

complaints responded to within target

repairs completed in target

95% of complaints resolved at stage one

100%

Learning and growth We are committed to delivering more regeneration, more homes, more services and more social purpose.

of homes meet Decent Homes Standard

We have opened a new factory in Basildon to build high-quality modular homes and create new jobs for the area.

We have regeneration programmes in Basildon, Redbridge and Tower Hamlets, providing high-quality homes to rent and buy.

Key learning and growth indicators 13.7%

4

13

Employee turnover

new homes for rent built

new homes for shared ownership built

22 in the Sunday Times Top 100 companies to work for