details on our local offers. - Swan Housing Association

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.