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SNI Feedback - Latest PDF Print

Thumbnail image of leafletFurther to our Short Notice Inspection consultation exercise between March and April this year please see attached leaflet summarising changes that we have made since we consulted with you

icon SNI - Feedback Leaflet (869.96 kB)

 
Swan’s New Service Standard Leaflets PDF Print

Swan has recently updated it's Service Standard leaflets with residents.  The Audit Commission recommended we do this following the Short Notice Inspection.  You can look at the new Service Standard leaflets by clicking on the links below.  The leaflets give you information on the services you can receive from Swan.  

We have also sent our leaflets to an organisation called Crystal Mark to ensure that our leaflets are easy to read and free of jargon.  The leaflets below are currently marked as draft because they are still awaiting approval from Crystal Mark.  We will update these links soon

You can find more about this on the Swan site HERE

 
Complaints Procedure PDF Print

How to make a complaint – or pay us a compliment

We know we occasionally make mistakes. We know you might feel unhappy about the service we provide. When this happens, making a complaint can help us solve the problem. And by solving the problem, we can learn from our mistakes to make sure the same problem doesn’t arise again. This will help us to improve the services we give to all our residents.

At the same time, when we do something well, we like to know about it. This helps us to understand what you think is a good standard of service – and it means that our staff know when they’ve done a good job.


Below is a flow diagram of how Swan's Complaints Procedure flows. You can also download the original flow chart from this website icon Complaints Procedure (Flow Chart) (96.57 kB)

Swan Housing Association Complaints Procedure

First Point of Contact

If we have failed to provide you with a service or if you are unhappy with the service we have provided or the way we have dealt with you, the first step is to go back to the section or person you are dealing with and we will try resolve the problem immediately and try to put things right.

Satisfied
Arrow Right


Arrow Down

Not Satisfied
Arrow Down


Arrow Down

Stage 1

If you are not satisfied with the outcome of your initial contact with us, you can make a formal complaint and we will investigate your complaint at stage 1 of our complaints procedure. You can make a complaint either on the phone or in person, write to us using our complaints form, e-mail us or contact us through out website.

We will pass your case to the relevant manager and acknowledge your complaint within 3 working days and respond within 10 working days

Satisfied

Arrow Down

Not Satisfied

Arrow Down


Arrow Down

Stage 2

If you are unhappy with the manager’s response, you can contact the Customer Feedback Co-ordinator and ask them to pass your complaint to one of our directors. The director will review your complaint and decide whether there is more we could do.

We will send you the director’s full response within 10 working days of you asking for your complaint to be reviewed

Satisfied
Arrow Right

Arrow Down

Not Satisfied

Arrow Down


Complaint Settled

Stage 3

If you are still unhappy with the outcome of your complaint after a director has reviewed it, you can ask for a Stage 3 panel to review your case. A member of one of our Regional Committees and a Swan tenant or leaseholder will hear your appeal. You may attend the panel meeting if you wish to explain why you are still unhappy.

We will arrange and confirm a date for the panel hearing within 15 working days. The decision that the Stage 3 panel make
will be our final response to your complaint.

Satisfied
Arrow Right
Arrow Up

Not Satisfied

Arrow Down


Arrow Up

The Independent Housing Ombudsman

If after going through all 3 stages of our complaints procedure you are still unhappy you can contact the Independent Housing Ombudsman. Normally the Ombudsman will only deal with your case if you have followed all the stages of our procedure.

Satisfied
Arrow Right

Arrow Up


How to make a complaint about or compliment us

You can make a complaint or pay us a compliment in a number of ways:

 
What is an Equality Impact Assessment (EIA)? PDF Print

It is important that Swan embeds equality and diversity considerations into everything it does.  This means ensuring that the services provided by Swan are accessible and suitable for the whole community.  An Equality Impact Assessment (EIA) is a way of reviewing policies and strategies to check that Swan is:

  • Compliant with equality legislation and regulatory requirements
  • Striving to meet the needs of the diverse communities it serves
  • Identifying action to prevent or address negative impacts on different equality groups.

Equality legislation currently relates to six areas (March 2010), these are listed below: 

  • Race / ethnicity
  • Disability
  • Gender
  • Age
  • Sexual Orientation
  • Religion and Belief

There are currently some key EIA screening documents here on Web4Residents (below and in the Documents/Resident Groups section) covering the areas of repairs and maintenance, gas servicing and resident involvement.  During 2010 a programme of more comprehensive EIA’s will be undertaken by Swan.  

 
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And Finally.............

Get a free smoke alarm

Worried you don’t have a smoke alarm - call us for a free one. You are more than twice as likely to die in a fire at home if you haven't got a smoke alarm.

Most of our new homes are fitted with smoke alarms. If you’re living in an older property and don’t have a smoke alarm, call us to get a free one sent to you on 0300 303 2500 (stocks are limited).

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