What can we do better?

We have set up a focus group to look at how we could improve our Income Management Service. The focus group has met four times and from the feedback given by the group, we have made the following changes:

• Updated the Income Management Service Improvement plan to include suggestions made by the group
• Updated the contents of the income section on Swan’s website swan.org.uk by:
• Ensuring links to guidance notes are clear
• Pictures are titled and linked to relevant articles
• Making the link for the benefit calculator more accessible
• Replacing any housing jargon
• Contents of letters sent to residents with rent arrears were reviewed and updated
• Improved information on ways to pay your rent

“I have found the focus group interesting and Swan do listen to what we say. I believe our suggestions have helped to improve the Income Service.”

Said Steve Francis

The next focus group meeting will be held on 17th September at 10am at Pilgrim House, Billericay.

If you have any suggestions on how we can improve our Income service or would like to get involved in our focus group, please contact Ria Ward on 0300 303 2500.