details on our local offers. - Swan Housing Association

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