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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 |
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  Complaints Procedure (Flow Chart) (96.57 kB)
Swan Housing Association Complaints ProcedureFirst Point of ContactIf 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
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| | Stage 1If 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
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|  | Stage 2If 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
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| Complaint Settled | Stage 3If 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
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| | The Independent Housing OmbudsmanIf 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
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How to make a complaint about or compliment us
You can make a complaint or pay us a compliment in a number of ways:
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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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Information
Supported Housing & Floating Support (