In 2007, Swan introduced its Striving for Excellence programme, which is aimed at reviewing and improving how we deliver our services to you. We have already achieved a lot, and involved a number of our residents in this work.

We now want to review how our service improvement work is progressing, and make sure that we have the right action plans in place for the coming year so that we are focussing on the things that will make the most positive difference to all of our customers.

In order to do this, we would like volunteers to become involved with reviewing one or more of the following areas:

Customer Care – To make it as easy as possible for you to use our services, and to ensure that our staff are polite, helpful and responsive to your requests.

Complaints and Feedback – To encourage you to let us know when things have gone wrong so that we can continue to improve our services.

Resident Involvement – To provide a range of ways for you to get involved in reviewing, monitoring and improving the services that we provide.

Anti-Social Behaviour and Harassment – To provide the best possible support to anyone experiencing Anti-Social Behaviour or harassment, and to resolve the problems as quickly as possible.

Repairs Services – To improve how quickly and efficiently we are able to repair and maintain your homes.

Aids and Adaptations – To find the best ways to offer adaptations to elderly or disabled tenants to help them to live more comfortably in their homes.

Lettings and Empty Homes – To agree the standards of properties that are ready to let, and to ensure that the process of moving new tenants in is as efficient as possible.

Equality and Diversity – To make sure that we are treating all of our customers fairly, and meeting different needs.

Rent Collection – To make it as easy as possible for you to pay your rent and avoid getting into arrears.

Estate Services – To make sure that we can maintain a pleasant and high quality environment on our estates.

Tenancy Management – To provide an efficient and responsive housing management services to all of our tenants.

Supported Housing – To make sure that we are providing the right support services to our more vulnerable tenants, including our older tenants living in sheltered housing.

Leaseholder Services – To ensure that we effectively work in partnership with our leaseholders to provide a quality service that offers value for money.

As well as reviewing the current Service Improvement Plans for each of these areas, we also want to produce new leaflets, which will describe the service being offered, and set out the standards of service that you can expect from us. By helping us to set and monitor our performance against these standards, you will have an easier way of measuring how well we are doing.

If you are interested in getting involved please contact Kari Ann or fill in the form on page 11 of the Spring 2008 edition of the issue (available for download below)

The Issue Spring 2008 (2.12 MB)