details on our local offers. - Swan Housing Association

Local Offers and
Service Standards
Action Plan 2012- 2013

In our Annual Report sent to you last October we told you about our progress in
implementing our local offers for 2011. Local offers are standards agreed with
residents to meet local needs and priorities and aim to improve our services. We
will continue to provide some of the local offers agreed last year; some have
become part of our regular service standards (because we will continue to provide
them as part of our regular service) and others will remain part of our local offers
for 2012. We have also worked with residents to develop a new set of local offers
for 2012. They were developed following wide consultation with residents through
the Residents Consultative Committees and local meetings. We have been
working with a small group of residents to finalise them.
This leaflet gives you information on our offers so that you know what to expect.
We have put our local offers into groups that correspond with the National
Standards relating to the services we provide.
These National Standards apply to all social landlords and were introduced in
2009/10. In April 2012 there will be some changes to the standards and these will
be split into two groups as follows:
Economic standards
Governance and financial viability
Value for money
Rent
Consumer standards
Tenant involvement and empowerment including customer service, resident
involvement and understanding diverse needs
Home including quality of accommodation, repairs and maintenance
Tenancy including tenure, allocations and mutual exchange
Neighbourhood and community including estate management and anti-social
behaviour

1. Open our London
offices twice a year
outside of usual
hours so that
residents who are
working can access
our services
a. Consult with residents on the
ERBs on dates for opening the
office
b. Open the office on two
occasions during the year
Regional
Housing
Manager
(London)
31.03.2013
Exmouth &
Bow Cross
ERB
RCC
1 Improved access to
our services for those
who work.
2. Increased
satisfaction from
those who use the
service.
2. Reduce the
number of missed
appointments for
repairs by our repairs
Partnering contractor,
Axis
a. Reduce the number of
missed appointments from
more than 300 to less than 250
per year.
Head of
Partnership
Compliance
31.03.2013
RQP
Members
attending
RCCs
Increased resident
satisfaction.
3. Test out the
complaints service
using resident
mystery shoppers
4. Provide energy
saving information to
all residents
a. Further develop an
understanding of a customer’s
view of the current complaints
service
b. Assess areas of improvements
with the complaints service
c. Identify recommendations to
make the complaint service
more customer focused
a. Develop a guide to cutting
energy consumption for
residents
b. Develop and launch information
on the website on cutting
energy consumption
c. Consult residents on the
development of Green
Service
Improvement
Manager
Regional
Housing
Manager
Contract New
Business (CNB)
31.03.2013
31.08.2012
SIC
RCCs
SIC
RCCs
Increased resident
satisfaction with
complaints handling
Help residents
reduce energy
consumption and
utility bills

These are our service standards for tenant involvement and empowerment, the highlighted standard is a new standard that was a local offer in 2010/11.
We want to make sure we put our customers at the heart of our decision-making process. We will:
Talk to you about issues that affect your home and community;
Give you clear information that helps you get involved;
Provide a wide range of opportunities for you to help us improve our services;
NEW - provide an opportunity for our resident inspection team to inspect our repairs service;
Tell you regularly what we have done as a result of your suggestions to improve our services;
Encourage everybody in the community to get involved;
Work with residents to develop and review our local offers and performance (please get in touch if you’d like to learn more about what this means);
Work in partnership with residents to develop our annual report.
To help you get involved, we will:
Support you if you want to form tenants’ and residents’ groups and help you to run them effectively;
Send you at least four newsletters a year;
Support and develop local community projects such as youth activities, football teams, gardening and lunch clubs;
Provide training and development for residents;
Provide financial help for resident-led activities and community projects such as lunch clubs, a resident-run computer room or women’s community group.
To make sure we treat you fairly, whatever your needs, we will:
Do everything we can to make sure discrimination does not take place in our neighbourhoods;
Encourage you to report any problems;
Always consider the needs of all the different groups of people we serve;
Train all our staff to create equal opportunities;
Provide translation and interpretation services, as well as information in large print, Braille or on CD, for people who need it;
Be sensitive about religious and cultural dates when we visit you in your home.

These are our service standards for customer care.
When you contact us, you can expect the following standards. We will:
Answer the phone within 20 seconds;
Tell you who you are speaking to;
Arrange home visits if you ask us to;
Respond to all letters or e-mails within 10 working days of receiving them;
Offer you a service called Language Line which you can use if English is not your first language and, if you ask us, provide you the information you need in your
language; provide you with information in other formats such as in large print, in Braille or on CD if you ask us to;
Give customers with hearing difficulties access to a textphone.
If you visit us:
Our offices will display opening times and an emergency out-of-hours number;
Our reception areas will be clean and tidy with a variety of information available on services that we and our partners provide;
We will see you within five minutes of your agreed appointment time;
If you arrive without an appointment, we will tell you how long you will need to wait to see a member of staff or we will offer you a future appointment;
If you want to talk to us in private, we will offer you an interview room if one is available.
If we visit your home we will:
Show you our identification, behave professionally and respect your home at all times;
Be on time. If we are going to be late, we will call to let you know when we will arrive.
These are our service standards if you want to make a complaint or compliment.
We will:
Let you know within three working days that we have received your complaint;
Send you a full response within 10 working days of receiving your complaint;
Apologise to you, explain what happened and try to put the situation right as soon as possible;
Keep you up to date and let you know if you are entitled to compensation;
Learn from our mistakes so they don’t happen again;
Tell you about any improvements we make as a result of your complaint;
Ask you how you felt we handled your complaint at the end of the process

1. Accelerate the
window renewal
programme for the
Sunnedon Estate
a. In consultation with the residents we will bring
forward the window renewal programme over
the next 2 years
Group Director
of Procurement
Services
31.03.2014
b. Windows will be renewed to 53 homes in
2012 31.03.2013
RA
RCC
RQP
Enhanced conditions
of homes, improve
thermal insulation
and reduce the
number of repairs
required.
2. Provide carbon
monoxide alarms to
1400 homes
a. Provide carbon monoxide alarms to 1400
homes
Group Director
of Procurement
Services
31.03.2013 RCCs Increase safety for
those who have gas
within their homes.
3. Provide DIY
training for residents
on areas that are
their responsibility
a. Produce a series of DIY presentations to be
launched at the residents’ conference
b. Make DIY presentations accessible on line
Group Director
of Procurement
Services
31.05.2012
31.05.2012
RQP
RAs
ERBs
Help residents carry
out repairs that are
their responsibility.
c. Agree DIY topics to be covered as part of
training sessions with the RQP
d. Provide at least 4 DIY training sessions at
local estate level
31.08.2012
31.03.2013

4. Complete 1700
surveys to assess the
condition of our
homes
a. Complete 1700 new individual surveys to
assess the condition of our homes
b. Use the information to maintain and upgrade
stock to Decent Homes standard of zero
Head of
Partnership
Compliance
31.03.2013 RQP Ensure that
RCCs
residents’ homes are
in good condition and
31.03.2013
where improvements
are needed they are
planned for.
5. Maintain our offer
to leaseholders who
will have the option to
purchase a new
kitchen when
kitchens are renewed
in their area
Leaseholders will be offered the option to
purchase and install a new kitchen at the same
cost to Swan when kitchens are renewed in their
area.
Group Director
of Procurement
Services
Ongoing
Provided
from
01.04.2011
LF
RCCs
Leaseholders can
chose to purchase a
new kitchen at the
same cost to Swan.
6. Maintain our Rapid
Response team in
London
a. Maintain Rapid Response team provided as a
local offer in 2011 on the Exmouth estate
b. In agreement with residents provide the
service where needed on estates in London
Leasehold
Manager
Ongoing
Set up from
31.12.2010
Completed
ERBs/MBs/RAs
RCC
If you live on an
estate you could get
a quicker response to
communal repairs.
7. Provide a
telephone information
service to tenants in
middle north Essex
on how their property
can be adapted to
meet their long term
needs.
Provide a prompt telephone response to queries,
assessing the tenants’ needs and determining
the most practical means of providing the
adaptations needed
Home
Improvement
Manager
1.4.2012
SIC
RCCs
Impartial advice
available on
adaptations

These are our service standards for repairs; the highlighted standards are new standards that were local offers in 2010/11.
We want to maintain our homes to a good standard and provide a good quality repairs service. We will keep to the following service standards by:
Giving you a phone number to report a repair that you can phone 24 hours a day;
Giving you an order number for each repair you report;
Giving you a time that we will carry out the repair in line with our published categories of priority times;
Committing to keep at least 93% of appointments and offering compensation payments if we don’t;
Acknowledging you have made a complaint and giving you <strong>details</strong> of who is dealing with your complaint within three working days, and aiming to settle your complaint
within 10 working days;
Carrying out a yearly gas safety check if your home has a gas supply;
Monitoring the safety of the electrics (including smoke alarms) and any asbestos in your home; and telling you when the outside of your home is due to be painted;
NEW - providing a web based on line system for tracking your repair;
NEW - undertaking stock condition surveys for at least 1700 homes each year;
NEW - ensure Carbon Monoxide alarms are fitted to at least 1400 homes each year;
NEW - offer you the option to purchase additional units or better quality units when kitchens are fitted.
Where we carry out adaptations to allow you to stay in your home we will:
Visit your home within 15 days of an occupational therapist referring you to us, where we have been asked to carry out major work;
Tell you how long the work is likely to take, and keep you up to date with our progress;
Service mechanical parts (for example stairlifts) where we have installed them;
Work with your occupational therapist;
Fit low-cost (under £1000) and simple adaptations (such as grab rails) quickly;
Check the work we have done and ask you if you are happy with the adaptations.

1. Introduce a Making
Moves initiative to
increase mobility for
existing tenants
a.5% of lets to family homes will be made
available to help tenants who need to move
due to work, training or support needs
Head of
Allocations
From
01.01.2012
RCCs
Improve mobility for
tenants who are
adequately housed
but need to move for
work, training or
support needs.
2. Introduce a
Smarter Swaps
initiative to address
overcrowding and
under-occupation for
existing tenants
a. Aim for 5% of mutual exchanges to be
between an overcrowded household and one
who is under-occupying their home
Head of
Allocations
01.01.2012 RCCs Give the opportunity
to tenants who are
overcrowded to swap
with those that are
under-occupying.
3. Develop money
management courses
for residents.
a. Devise money management course Income
30.06.2012 Income Focus
Managers
Group
b. Publicise to residents and consider targeting 30.09.2012
those in arrears
31.03.2013
c. Hold two separate money management
courses
Increased awareness
of money
management and
reduced debt for
residents.

4. Maintain our ‘Keep
in Touch’ scheme
providing regular
contact for those who
want it
a. Maintain our scheme that was developed as a
local offer in 2011
Head of
Allocations/
Regional
Housing
Managers
Ongoing
Provided
from
01.09.2011
MS
RCCs
We will regularly
contact those who
are vulnerable as
agreed with them.
5. Maintain our
Space Saver scheme
that offers home
assessments to
those living in
overcrowded
accommodation
a. Carry out assessments on at least 20% of
those living in overcrowded accommodation to
give advice and where possible assistance
and practical support
b. Carry out a review of the Space Saver
Scheme developed as a local offer in 2011
Head of
Allocations
Ongoing
30.06.2012
Provided
from
01.11.2010
RCCs
We will give help and
advice to residents
who are
overcrowded.
6. Maintain our
handyperson service
for all new sheltered
housing tenants
within 48 hours of
moving in
a. A two hour handyperson service will be
offered for all new sheltered housing tenants
within 48 hours of them moving in as agreed
in our local offer for 2011
Head of Estate
Services
Ongoing
Provided
from
01.04.2011
MS
SHC
RCCs
New sheltered
residents will have
access to a
handyperson to carry
out odd jobs at the
beginning of their
tenancy.
7. Develop and
implement enhanced
empty property
standards for
supported housing
properties
a. Develop an enhanced empty property
standards for supported housing in
conjunction with residents
b. Implement new enhanced empty property
standards
Supported
Housing
Manager
31.8.2012 SHC
RCCs
Improved standards
for letting supported
housing.
30.11.2012

These are our service standards for lettings and empty homes; the highlighted standards are new standards that were local offers in 2010/11.
When letting new homes we will:
NEW - 3 months prior to the completion of a new development over 20 homes agree a local lettings plan with each local authority that permits;
NEW - review each local lettings plan each year.
When you register on the transfer list, we will:
Give you clear information about your transfer application within five days of receiving it;
Give you advice about your housing options and moving opportunities (such as renting, mutual exchanges and so on) when you ask us.
When you move into your new home, we will:
Make sure that all our properties meet our letting standard before we give you any keys;
Give you a financial contribution towards decorating when it is appropriate;
Give you a welcome pack containing useful things for your new home;
NEW - carry out new tenancy assessments and identify residents who need extended moving in time and offer it to them.
These are our service standards for managing your tenancy.
When managing your tenancy we will:
Treat you as an individual and provide information to meet your needs;
Explain your tenancy conditions to you when you move in;
Make an assessment to see if you need support to manage your tenancy;
Give you the information you need to help you understand your rights and responsibilities;
Tell you the name and contact <strong>details</strong> of your housing officer;
Talk to you about services that may affect you and tell you if there are any changes we want to make to these services;
Give you a tenant’s handbook which provides more <strong>details</strong> on your tenancy conditions;
Visit one in five homes every year to check the people living there are legal tenants;
Respond to all reports of hate crime and violence, including domestic abuse within one working day;
Visit you within 10 working days if you give us notice to end your tenancy so we can agree your responsibilities when you move out;
If you ask to arrange a mutual exchange (swap your home with another tenant), give you our decision within 42 days of your request;
If you ask to add or remove someone from your tenancy or pass the tenancy to someone else, we will give you our decision within 28 days.

1. Carry out three
separate action days
on estates in Essex
where swan is the
landlord
a. In consultation with residents select which
three Essex estates that Swan owns to hold
action days
b. Publicise action days in advance
Regional
Housing
Manager
(Essex)
30.06.2012 ASB Focus
Group
RCC
1 month in
advance
Improved
environment on each
estate.
c. Hold action days 31.03.2013
2. Quarterly meet the
manager sessions to
be held on estates
throughout Essex
and London
a. Indentify estates that have the most
complaints about repairs, ASB and other
housing management issues
Regional
Housing
Managers
b. Quarterly managers sessions held on estates
identified 31.03.2013
30.09.2012 RCCs Increase residents’
ERB
satisfaction.
RAs
3. Publicise high
profile ASB cases to
residents in the local
area
a. Publicise ASB cases locally confirming what
action has been taken to resolve the problem
Regional
Housing
Managers
From
01.04.2012
High profile
cases
publicised
from 01.04.12
ASB Focus
Group
RCCs
Increased
satisfaction with
handling of ASB.
4. Provide local
information on the
number and type of
ASB cases reported
by borough on
Swan’s website
a. Provide local information on number and type
of ASB cases on the website
Regional
Housing
Managers
From
01.10.2012
ASB Focus
Group
RCCs
Increase awareness
of levels of ASB
reported and
encourage further
involvement from
residents.

5. Maintain our offer
to expand out CCTV
service
a. Maintain our local offer of 2011 and where a
group of residents in Tower Hamlets request a
CCTV service we will investigate costs and the
feasibility and consult residents
Neighbourhood
Services
Manager
(London)
Ongoing
Provided
from
01.04.2011
CCTV
cameras
installed on
Bow Cross
and Exmouth
estates.
Exmouth ERB
Bow Cross
MB
RA
If you live on an
estate in Tower
Hamlets it is possible
to increase security
through a CCTV
service if the majority
of residents agree.
6. Maintain the
Parking Policy for
Bow Cross
a. Maintain our local offer of 2011 to agree a
Parking Policy with residents on Bow Cross
estate
Regional
Housing
Manager
(London)
Ongoing
Agreed at the
ERB on
07.09.2011
Bow Cross
MB
Clear parking
arrangements for
Bow Cross estate.
7. Maintain our low
cost gardening
scheme for older
persons and those
with a disability
a. Maintain our local offer of 2011 to provide a
low cost gardening scheme to older persons
and those with a disability
Head of Estate
Services
Ongoing
Provided
from
01.05.2011
Exmouth ERB
Bow Cross MB
RA
Resident reps
If you are elderly or
disabled you can get
help with your
gardening.
8. Develop an on line
estate inspection
system for residents
a. Set up an estate inspection facility on the
new website
b. Enable residents to log in and report on the
condition of their estate using estate
inspection guidelines
Head of Estate
Services
31.3.2013 Exmouth ERB
Bow Cross
MB
RA
Resident reps
Residents can
complete and report
an estate inspection
on line

These are our service standards for antisocial behaviour and harassment ; the highlighted standards are new standards that were local offers in 2010/11.
If you are having a problem with antisocial behaviour or harassment, we will:
Respond within one to three working days (depending on how serious your problem is) and offer to meet with you at your home or in one of our offices so we can
agree what to do to sort out the problem;
Tell you what your options are and keep you updated on what we are doing to sort out the problem;
Try to sort out the problem in a number of ways, including mediation or legal action;
Involve other agencies, such as the police and environmental services where appropriate;
Give you advice about extra security measures you can take if there is a risk of you experiencing antisocial behaviour or harassment again;
Review your case regularly and contact you to update you on any progress;
When there have been no incidents of antisocial behaviour in the last three months, contact you to discuss closing your case;
Send you a satisfaction survey when we have closed your case so we can learn and improve on the services we provide;
NEW - provide an out of hours service 7 days a week for reporting anti-social behaviour either over the phone or via our website;
NEW - provide reports on anti-social behaviour we have dealt with on our website;
NEW - provide area specific reports on anti-social behaviour at each Residents Association, Estate Residents Board or Management Board.
These are our service standards for estate services.
If we provide a caretaking service in your area we will:
Clean all shared areas regularly;
Agree with you the caretaker’s duties;
Advertise a programme of inspections so you can join us in monitoring your neighbourhood;
Keep noticeboards up to date with cleaning schedules explaining what, when and how we will clean. Noticeboards will also display photographs and contact <strong>details</strong> of
your caretaker.
If we receive a report from you we will:
Remove racist or sexist graffiti within one working day and other graffiti within five working days;
Remove abandoned cars on our land within 21 days;
Make any vandalised property we are responsible for safe within one working day;
Remove rubbish from our land within one working day;
Remove items which could be dangerous, such as used needles, within one working day.

1. Review all areas
where our inhouse
Estate Services team
do not provide a
service to ensure a
value for money
service is being
provided.
2. Give residents the
option to receive rent
statements and key
resident publications
electronically
a. Inspect all block and communal areas where
Estate Services do not currently provide a
service
b. Get feedback from residents on the service
currently provided and compare with other
areas
c. Make recommendations where better value for
money can be achieved
a. Provide residents with the option of receiving
rent statements electronically rather than by
post
b. Provide residents with the option of receiving
key resident publications including The
Communicator electronically rather than by
post
Head of Estate
Services
Regional
Housing
Mangers CNB
30.06.2012 RCCs
VFMP
31.08.2012
31.10.2012
31.08.2012
RCCs
VFMP
Ensure residents
receive value for
money estate
services.
Enable residents who
do not want to
receive paper
statements and
publications to opt for
electronic documents

These are our service standards for value for money; they are new standards that were local offers in 2010/11.
We are committed to achieving value for money and being open about how our money is spent. To help achieve this we will:
NEW - provide regular information on costs and satisfaction with services through the Communicator and our Annual Report;
NEW - involve residents in the monitoring of our contractors through the Contractor Monitoring Board;
NEW - involve residents in the procurement process for recruiting contractors including repairs and estates services;
NEW - report how money is spent on all services in a block where a service charge is paid;
NEW - compare our costs with other social landlords.