Decent Homes PLUS

swan

Creating homes and communities

that people want to live in.

www.swan.org.uk

Swan’s Decent Homes PLUS

standard ensures that your home is

maintained and improved above the

minimum standard set by the Government.

This booklet has been prepared to explain what our standard is...

We will let you know what our future plans are, make sure you

can access this information easily and consult with you before

starting work. We want you to tell us about our services and

how they affect you. We will capture this information through a

process of satisfaction surveys at the end of the work.

Our commitment to you in delivering

the Decent Homes PLUS Standard is to:

Decent Homes PLUS3

Decent Homes PLUSCreating homes and communities

that people want to live in. � Inspect your home every 5 years as part of our stock survey plans

� Provide you with good quality affordable housing

� Ensure your home benefits from modern facilities

� Supply you with an efficient heating and hot water system

� Insulate your home to make it affordable to keep warm

� Maintain a safe and secure environment

� Consider eco-friendly products to help reduce fuel poverty

Although the Decent Homes PLUS Standard sets out our service

standards to you, you too have repair obligations. Some repairs are

your responsibility and you may be liable to pay for them. We will

let you know when this is the case.

We have included some of the main ones in this booklet.

For more details on your repairing obligations please refer to both your tenancy agreement and tenant’s handbook.

HOUSING HEALTH

& SAFETY

54

Health & Safety

The Government requires all registered housing providers to carry

out an HHSRS assessment of your home. It is recommended that

the survey is included in the next Stock Condition Survey, which we

will undertake every 5 years.

Housing Health & Safety Rating System (HHSRS)

Government Standard

This initiative has been developed to ensure that your home is

safe by identifying possible risks and taking steps to remove

or reduce those risks. Our aim is to make your home safer.

We will undertake a full review of each home during the stock

condition survey or when you first move in to your home.

We will incorporate any work required into our Repairs

and Planned Improvement Programmes.

Decent Homes PLUS

The current Decent Homes Standard does not require asbestos

surveys to be undertaken. However, landlords are required to keep

an Asbestos Register and let residents and contractors know where

asbestos can be found in your home.

Government Standard

We have an Asbestos Register which records the type and

location of any asbestos containing materials in your home. We

employ an Asbestos Consultant who will undertake surveys at

our request, usually before major work starts or as part of our

on-going asbestos survey programme. We have also produced

a resident information leaflet on asbestos. If you would like

information on asbestos in your home or have any

concerns regarding asbestos, please contact our Asset

Management team.

Decent Homes PLUS

Asbestos Containing Material

When an asbestos containing material is found, landlords can

either encapsulate and monitor the material or remove it,

depending on its condition.

Government Standard

If the asbestos containing material is in poor condition, we

will arrange to have it removed by a licensed contractor.

Decent Homes PLUS

Asbestos Management

DISREPAIR

6

Disrepair

You are responsible for repairing and maintaining any equipment,

fixtures and fittings that you choose to install in your home.

Before you undertake any home improvement work, you should

always contact us first to discuss your proposals, which includes

permission to erect satellite dishes, radio antennas and any other

form of communication equipment. We will give you free, professional

advice and guidance on any professionals you need to employ and

how best to proceed with the work.

If you do not seek our permission or you undertake any unauthorised

work, we reserve the right to charge you for the cost of reinstating

and making good.

Tenant Responsibility

We will ensure that your roof is inspected every 5 years as part

of our stock condition survey programme.

If found to be in poor condition and beyond economic repair,

your roof will be replaced and upgraded to meet current Building

Regulation standards. If you have any concerns about the

condition of your roof please contact us immediately.

Decent Homes PLUS

Roof Coverings

Your home will not meet the current standard if 50% or more of the

roof covering requires repair or replacement.

Government Standard

We will ensure that your roof is kept in a good state of repair at

all times. We will repair or replace your roof covering if required.

We will carry out the repair or replacement of fascias,

soffits, bargeboards and guttering at the same time.

Decent Homes PLUS

Roof Structure

Your home will not meet the current standard if more than 10% of the

roof structure requires replacement or 30% requires strengthening.

Government Standard

7

98

All your gutters and rainwater downpipes will be inspected every

5 years and, if necessary, they will be repaired or replaced

as part of our Cyclical Decoration Programme.

Decent Homes PLUS

Gutters

The condition, repair and replacement of gutters and downpipes

is not included in the current standard.

Government Standard

We are responsible for the normal day to day maintenance and

repair of gutters and drainage gullies. However, you can help us

and therefore help yourself by simply removing leaves and general

waste from an open gully when needed.

It is important that you let us know, as soon as possible, if you have

defective gutters or gullies so that we can attend to the problem.

In the event of gutters and gullies becoming blocked or damaged

as a result of tenant misuse or vandalism, we will charge you for

the cost of repairing or replacing them.

Tenant Responsibility

Chimneys

Your home will not meet the current standard if your chimney is in

poor condition and needs to be partially or fully rebuilt.

Government Standard

Your chimney will be inspected at least every 5 years. If found

to be in poor condition, we will re-point it. If beyond repair,

we will either partially or completely rebuild it, or remove

it altogether.

Decent Homes PLUS

If you have an open hearth fire and use a form of solid fuel to heat

your home, you are responsible for ensuring the chimney is regularly

swept and kept clear of any obstruction.

You are also responsible for damage caused to the hearth, the

grates, baskets and surrounds.

Tenant Responsibility

10

We will ensure that the structure of your walls are inspected

every 5 years as part of our stock condition survey programme.

If you have any concerns about the condition of your wall

structure please contact us immediately.

Decent Homes PLUS

Walls (Finishes)

Your home will not meet the current standard if 50% of the wall

finishes require re-pointing or renewal.

Government Standard

As part of Swan’s cyclical painting programme the outside

of your home and all the communal areas will be redecorated

at least once every 7 years. If you live in a house or flat you

will be given a range of colours to choose from for your front

door and for communal areas, where the lease allows,

residents will be given a range of colours to choose

from when we redecorate.

Decent Homes PLUS

You are responsible for the internal decoration of your

home including minor plaster repairs to walls and ceilings.

If you consider the condition of the plaster covering your internal

walls and ceilings to be in excessively poor condition, please let us

know and we will send a surveyor to inspect it.

Tenant ResponsibilityWalls (Structure)

Your home will not meet the current standard if more than 10%

of the wall structure requires replacement or 30% requires repair.

Government Standard

11

We promise that if any window unit in your home is in poor

condition we will repair or replace it. In addition, all window

units more than 30 years old and/or in poor condition, will

be replaced with a modern equivalent that meets the

current Building Regulations and Secured by

Design standards.

Decent Homes PLUS

Windows

Your home will not meet the current standard if at least one window

requires replacing or two windows require repair. (This excludes

easing, repainting and re-glazing).

Government Standard

You are responsible for the glazing in your home. If the glass is

broken by you, a member of your household or a visitor to your

home, you will have to pay for it to be replaced.

You are also responsible for maintaining and replacing damaged

curtain rails, curtain battens and curtain tracks in your home.

Tenant Responsibility

1312

Your home will not meet the current standard if the main external

door is old and in poor condition. Therefore, to be old the standard

states that if you live in a house or bungalow, your external door is

likely to last at least 40 years. If you live in a flat or maisonette, the

communal entrance door is likely to last at least 30 years.

Government Standard

We will ensure that all external doors, if found to be in poor

condition, will be repaired or replaced with a modern equivalent.

We will ensure that all replacement doors will meet current

Building Regulations and Secured by Design standards.

Decent Homes PLUS

You are responsible for repairing, maintaining and replacing

door furniture such as:

If you wish to install a cat flap you must seek our permission first.

If you live in a flat or maisonette and want to change your own front

door, it must comply with Building Regulation standards, be a

suitable fire check door and offer, as a minimum, 30 minutes fire

resistance. uPVC doors should not be fitted to flats or maisonettes

where they are accessed via a communal entrance hall, lobby or

corridor unless you can provide a certificate to demonstrate it

meets fire safety standards.

Tenant Responsibility

� Locks, catches & latches

� Handles & hinges

� Finger plates, chains & spy holes

� Letter boxes

� Door bells

� Lost or broken keys

External Doors

We will ensure that all boilers more than 15 years old, found to be

in poor condition and beyond economic repair will be replaced.

We will replace your boiler with a modern equivalent that has

an energy efficient A-rating. You will be given both verbal

and written advice on how best to use your new boiler

and its controls.

Decent Homes PLUS

Heating Boilers

If your central heating boiler is 15 years old or more and in poor

condition, it will fail the current standard.

Government Standard

We promise to check your gas boiler, oil-fired boiler or solid fuel

appliance every year. We will even inspect and report on your

own gas-fired appliances completely free of charge. We will

leave a copy of the report with you and organise any repair

and maintenance work that is required. However, if the

appliance is your own, it is your responsibility to have

it repaired and maintained.

Decent Homes PLUS

Annual Gas Safety Checks

Although this is not covered by the current standard, landlords

are required to carry out annual gas safety checks by law.

Government Standard

1514

Heating Distribution

The current system requires central heating distribution systems

to be replaced every 40 years and other types of systems to be

replaced every 30 years, if they are in poor condition.

Government Standard

The Decent Homes PLUS standard ensures that if your central

heating system is 40 years old or more and in poor condition,

it will be replaced with a modern, fully-controlled heating system.

If you live in a house or older persons’ accommodation and have

an old and inefficient electric night storage or warm air heating

system, we will replace it with a modern equivalent within the

next 5 years.

If you live in a flat and circumstances allow, we will replace an

old and inefficient electric night storage or warm air heating

system. We will also replace it with a modern equivalent within

the next 5 years.

If you are concerned about the type of heating that you have,

and its efficiency or would like to be considered for central

heating please contact the Asset Management team.

In some cases we will consider the use of renewable

energy systems and consult with you on the

options available.

Decent Homes PLUS

If your home is more than 30 years old, we will repair or replace

your wiring installations if it is in poor condition.

Periodic electrical tests will be regularly carried out at your home

to ensure that it is always safe for you to use and that it complies

with the current wiring regulations. We will undertake the

work and issue you with an Electrical Safety Certificate.

Decent Homes PLUS

Electrical Rewire

Your home will meet the current standard if you have an electrical

system that is less than 30 years old and free from major disrepair.

Government Standard

You are responsible for ensuring your heating and hot water

systems are adequately protected against frost, through the use

of background heating and lagging of pipe work.

We can also provide you with advice on energy efficiency which will

include how to effectively use your heating system as well as what

to do if you are going away from your home in the winter months for

a few weeks or longer.

For advice on heating and energy related matters please contact

the Asset Management team.

Tenant Responsibility

1716

You are responsible for replacing and maintaining the following

electrical items in your home:

You are also responsible for the installation, maintenance and repair

of TV aerials, satellite dishes and digital set-top boxes in your home.

However, we are responsible for communal aerial systems within

blocks of flats, where we own the building.

Tenant Responsibility

All of our homes receive a periodic electrical safety check

every 10 years or at change of tenancy, whichever

comes first.

Decent Homes PLUS

Periodic Electrical Testing Safety Checks

There is no specific requirement within the standard to undertake

periodic electrical testing.

Government Standard

� Electrical plugs

� Light bulbs, fluorescent

tubes & starter packs

� Fuses to electrical appliances

� Telephone lines

� Resetting circuit breakers

� Filters to cooker

extraction hoods

� Cleaning of extractor fans

� Electrical appliances

� Batteries to smoke alarms

� Batteries to door bells It is our intention that every property will have a mains powered

smoke detector installed within the next 5 years. We will regularly

inspect them as part of a service contract or when your annual

gas safety and periodic electrical tests are undertaken. If your

home is served by a communal fire alarm system, this will be

regularly serviced and maintained as part of our planned servicing

contract.

If you do not currently have a hard wired smoke detector

and would like further information on having one installed,

please contact the Asset Management team

to discuss.

Decent Homes PLUS

Mains Powered Smoke Detectors & Fire Alarm Systems

The current standard does not require individual mains powered

smoke detectors or a fire alarm system to be installed in your home.

Government Standard

You should check your smoke detector at least once a week

to ensure that it is working properly.

If you have a battery operated smoke detector, you should also

check it weekly and replace the battery at periodic intervals.

Tenant Responsibility

1918

We will install a carbon monoxide (CO) detector in your

home if you have a central heating boiler or other gas

appliances. We will complete these works by 2013.

Decent Homes PLUS

Carbon Monoxide Detectors

There is no specific requirement under the standard to install carbon

monoxide detectors where gas appliances are installed.

Government Standard

You are responsible for any damage to bathroom fixtures and

fittings caused by misuse, neglect or vandalism. Fixtures and

fittings include such items as baths, basins, cisterns and toilet pans.

You are also responsible for replacing chains and plugs to baths,

sinks and basins, flexible shower hoses and heads.

If you wish to install a shower or an extractor fan you must seek

our permission first. You will be responsible for the cost of

installation, maintenance and repair.

Tenant Responsibility

Our standard ensures that if you have a bathroom that is more

than 30 years old and is in poor condition it will be replaced with

a new one. If your bathroom is to be replaced, you will be given

a selection of floor and wall colours to choose from.

If your central heating system has capacity, when modernising

your bathroom, and if requested, we can fit an over bath shower

for you. If you live in older person's accommodation, we can help

by replacing your bath with a level access shower. We will also fit

thermostatically controlled mixer valves to ensure you and your

family are protected from scalding. Please let us know if

you are disabled and/or have special mobility needs.

Decent Homes PLUS

Bathrooms

The current standard requires your bathroom to be replaced after

40 years, if it is in poor condition.

Government Standard

MODERN

STANDARDS

2120

If you suffer from noise nuisance, as determined by either HHSRS

or an environmental improvement notice issued by the Local

Authority, we will undertake improvement work directly

related to the nuisance to abate matters.

Decent Homes PLUS

Adequate External Noise Insulation

The current standard requires landlords to provide adequate

levels of noise insulation, where external noise is a problem.

Government Standard

Where we have direct control over communal aerials and those

aerials are not digitally compatible we will be introducing a

programme to replace them with an integrated reception system

(IRS). This means, if you currently watch TV through a communal

aerial, you will have the choice of either accessing the basic

free-to-view channels or the full menu of subscription

and interactive services.

Decent Homes PLUS

Digital Switchover

Although not part of the standard, the Government intends to

replace all analogue TV signals with a better and more efficient

transmission system. The UK will be fully digital by 2012.

Government Standard

Modern Standards

Our standard ensures that if your kitchen is less than 20 years

old and is in poor condition it will be repaired, or if beyond

economical repair, replaced. If your kitchen is more than 20 years

old it will be replaced with a new one as a matter of course. If

your kitchen is to be replaced you will be consulted on the

design and layout of the kitchen and given a selection

of floor and wall colours to choose from.

Decent Homes PLUS

Kitchens

The current standard requires your kitchen to be replaced after

30 years, if it is in poor condition.

Government Standard

You are responsible for any damage caused to kitchen units and

any fixtures and fittings associated with them, including chains and

plugs to sinks. If you wish to replace your kitchen units or add new

units to an existing kitchen, you must seek our permission first.

If you are installing a gas cooker, the appliance must be fitted with

a Flame Safety Device (FSD) and be fitted by a Gas Safe registered

engineer. If you wish to install a new cooker hood or any other form

of extract device, including natural or mechanical fans, you must

seek our permission first. In any event, for your own safety, the

appliance must be fitted by a qualified tradesman in accordance

with current regulations.

The installation, repair and maintenance of washing machines,

dishwashers, tumble dryers and other such appliances are your

responsibility and include those that have been gifted to you as

part of your tenancy agreement.

Tenant Responsibility

THERMAL COMFORT

2322

Your loft insulation will be upgraded to at least 300mm (12”)

irrespective of the heating system. This exceeds the current

Building Regulations standard and Decent Homes

Standard and will help to reduce your energy bills.

Decent Homes PLUS

Non-Effective Insulation (Loft Insulation)

If your home has a gas or oil fired central heating system, then the

current standard requires that you have a minimum of 50mm (2”) of

loft insulation and effective cavity insulation. If your home is heated

with an electric storage/LPG/programmable solid fuel central

heating system, the current standard requires that your home

has both cavity insulation and 200mm (8”) of loft insulation.

Government Standard

We will undertake a survey to ensure your home can have cavity

wall insulation (usually if your home is built of cavity construction)

irrespective of heating type. This will help reduce your

energy bills.

Decent Homes PLUS

Non-Effective Insulation(Cavity Wall Insulation)

If your home has been built with cavity wall construction, then

the current standard may require your home to have effective cavity

insulation, depending on the heating system installed in your home.

Government Standard

When we replace the heating system in your home, the system

will be designed to meet the Energy Saving Trust’s approved

standard for reliability and safety. This includes room thermostats,

programmers and thermostatically controlled radiators or heat

emitters. Where we install electric storage or another form of

heating system, we will ensure it meets the Energy Savings

Trust - Good Practice Guide (CE185 /GPG345) as our

minimum standard.

Decent Homes PLUS

Non-Efficient Heating

If your oil or gas fired central heating system does not have

programmable controls, or you do not have electric storage, warm

air, solid fuel or a similar heating system, then your home does not

meet the current standard.

Government Standard

Thermal Comfort

2524

We will provide you with advice on understanding energy ratings

of appliances to show how you can save money by using them

effectively. The boilers we install will be ‘A’ rated energy

efficiency boilers and your home will be insulated

above the Government’s minimum standards.

Decent Homes PLUS

Energy Conservation (Advice & Information)

The quality and energy performance of appliances is not included in

the current standard.

Government Standard

At change of tenancy we will undertake an energy assessment

of the property and provide an Energy Performance Certificate

for your home. The certificate will include a SAP rating

and suggest areas we can improve the energy rating.

Decent Homes PLUS

Energy Performance Certificates

The requirement to produce Energy Performance Certificates

(EPCs) is not included in the current standard.

Government Standard

We have calculated a SAP rating for your home in order

to establish how energy efficient it is.

Decent Homes PLUS

Energy Efficiency Rating (SAP)

SAP stands for Standard Assessment Procedure and is the

Government's recommended system for calculating the energy

rating of dwellings. Houses are rated from 0-100, 0 being very

inefficient and 100 being highly efficient. The current Decent Homes

Standard does not require landlords to produce energy efficiency

(SAP) ratings for your home.

Government Standard

The Government has set a SAP rating for all tenanted homes in

the UK. Through our improvement programmes we are seeking

to bring the majority of our homes up to a minimum SAP of 60

by 2013 and an average for all our homes of 73 by 2013. Overall,

the average SAP rating of our housing stock is exceptionally

good for our sector and is well above the national

average of 50*.

*English House Condition Survey data set 2007 (2005 Methodology).

Decent Homes PLUS

Exceeding National SAP Ratings

If your home has a SAP rating of less than 35, then your home does

not meet the current standard.

Government Standard

ENVIRONMENTAL

IMPROVEMENTS

2726

We will undertake improvements on your estate and in the wider

community in order to provide safe and secure communities for

you and your family. We will consult with you on our plans and

invite resident representatives to be consulted on all proposals.

Residents will be encouraged to work with our partner contractor

and be involved in the review of performance and

customer satisfaction surveys.

Decent Homes PLUS

Estates Improvements (Defensible Space)

The current standard does not require a landlord to undertake

estate improvements.

Government Standard

Paths, Paving, Parking and Gardens

We are normally responsible for the main path to the front door of

your home and any paths, driveways and parking which services a

communal block of flats. You are responsible for the paths, paving,

patios and garden maintenance within your garden; plus sheds,

greenhouses and all other outbuildings.

If you wish to install a new drive or parking space at your home,

you must seek our permission to do so. You will normally be

responsible for the cost of this work, including the cost of any

statutory consents required from the Local Authority. You will also

be responsible for any future maintenance, repair and renewal

unless we accept liability.

Tenant Responsibility

We will improve the security of our estates through various

improvement programmes in order to meet Secured by Design

standards. You will be consulted on our plans and resident

representatives will be invited to join the project.

Decent Homes PLUS

Estates Improvements (Security)

The current standard recognises that security is important to

Residents and has included it within the Housing Health & Safety

Rating System.

Government Standard

Security Lighting

If you live in accommodation designated for older people, sheltered

accommodation or a learning disability scheme, you may be entitled

to have fitted one Passive Infrared (PIR) motion sensor light to the

front or back of your home.

Environmental Improvements

Assisted Decorating Scheme

This service is provided for those aged 65 and over and/or those

in receipt of a disability living allowance and has no other person

within the household or otherwise who is physically able to assist.

We will decorate 2 rooms every 7 years, one of which will be a

habitable room such as a bedroom or lounge and one non-habitable

room such as a kitchen or bathroom.

2928

We will undertake adaptations in your home if you are elderly,

physically or mentally impaired. In addition, where works are

required in excess of £1,000 (major adaptations) we will work

with Occupational Therapists and other relevant statutory bodies

in order to take the most appropriate course of action to meet

your needs. We will assist with the adaptations by either carrying

out the works ourselves or seeking grants from the Local

Authority and/or Social Services to enable the works to be

carried out. Where the scheme is funded from a grant and the

works are in excess of £30,000 we will also seek to ‘top-up’ any

grant allowance to enable the adaptations to be fulfilled.

If you would like more information on the adaptations scheme,

please visit our website or alternatively contact the Asset

Management team on 0300 303 2500.

Decent Homes PLUS

The current standard does not include details of adaptations,

although landlords are normally responsible for this work (minor

adaptations) up to £1,000.

Government Standard

AdaptationsFencing, Washing lines and Rotary Driers

You are responsible for the maintenance and repair of any fences,

posts, trellising and screening, unless there is a significant hazard

on the other side, such as a steep drop or stream.

We are responsible for fencing, posts and screening that we install

in communal areas as part of the original development or planned

improvement programme, or where they are next to footpaths or

rights of way.

You are responsible for the maintenance, repair and replacement

of washing lines, rotary dryers and posts unless we provide them

as part of a communal facility.

Where fencing, posts, screens and/or boundary enclosures

belonging to your home have been damaged as a result of

vandalism or misuse, we reserve the right to charge you for

their repair or replacement.

Garages, Sheds, Stores and Greenhouses

You are responsible for the installation, maintenance, repair and

removal of garages, sheds, stores, outbuildings or greenhouses

at your home that you have installed, or those that have been gifted

to you as part of your tenancy agreement.

Before you erect any of these structures you must seek our

permission to do so. We will happily provide you with advice on

what you need to do and who you need to contact, as there may

be a requirement to obtain consent from the Local Authority.

3130

We will fit a dual flush cistern to any new toilet installed. If we

install an electric shower as part of modernisation works

we will ensure the water flow rate is less than 9 litres

per minute.

Decent Homes PLUS

Water Conservation

There are no specific requirements in the current standard dealing

with water conservation.

Government Standard

We will provide adequate levels of controlled ventilation in your

home as part of our kitchen, bathroom and major refurbishment

programmes. We will fit a humidistat extractor fan in your

bathroom as part of the modernisation programme or

when your existing fan is beyond economic repair.

Decent Homes PLUS

Controlled Ventilation

There are no specific requirements in the current standard although

landlords should limit condensation and reduce the harmful effects

of mould growth.

Government Standard

You are responsible for ensuring condensation in your home is kept

under control. Condensation occurs when warm moist air meets a

cold surface. Ordinary household activities, such as cooking,

bathing and using a tumble drier, can produce condensation when

warm moist air meets outside walls or windows. If moist air cannot

escape through an open window or extractor fan, it will move

around your home until it finds a cold spot, where it will become

condensation.

This may eventually lead to mould growth and it is important to

remove this by washing down the affected area with a mild bleach

solution or proprietary anti-fungicidal wash, as soon as you notice

any mould starting to form. Mould growth may well spread unless

you take action to both remove the mould itself and reduce the

condensation through ventilation.

Tenant Responsibility

In addition to installing energy efficient products and working

towards making your home warmer and more energy efficient,

we shall as part of developing our Decent Homes PLUS

standard make a commitment to consider opportunities for

installing eco-friendly products that help reduce our carbon

footprint and help to reduce the running costs of your home.

We shall over the next 5 years be considering installing

products such as Solar Panels where practical.

Decent Homes PLUS

Sustainability

There is no requirement under the Decent Homes Standard to

install products that are sustainable, aids the reduction of the

carbon footprint and that of fuel poverty to our existing homes.

Government Standard

COMMUNITIES

& CONSULTATION

3332

We will publish the details of our Planned Improvement

Programmes and make them available to you. We will offer

residents choice as part of modernisation works and for

choosing colour schemes for communal decorating

programmes.

Decent Homes PLUS

Although not included in the current standard, landlords are

required to consult with leaseholders and shared owners on work

costing £250 or more, except where Swan has already procured

services through long-term qualifying agreements. A separate

consultation process will be carried out in such instances. It is also

good practice to consult with residents on future work.

Government Standard

Communities & Consultation

Leaseholder Consultation

Resident SatisfactionResident satisfaction underpins our desire to continually improve

our service to residents. Your views and comments are key to

improving our services and those of our partner contractor. When

we carry out major work in your home we would like you to tell us

what you think. We will leave you with a Satisfaction Survey form to

complete and return to us.

For key satisfaction surveys that we undertake we will enter

everyone into a prize draw and a series of prizes will be offered.

In addition to this we also incentivise residents to assist us with

strategic services such as carrying out the annual landlord’s gas

safety test where we hold a monthly prize draw for all those

residents who provide access at the first time of asking.

Resident Consultation

We recognise that your home is unique. We will arrange for a

member of our partner contractor or a Swan surveyor to visit

your home to discuss your needs when we carry out planned

improvement works. When we replace your kitchen we will involve

you in the design, layout and colour choices and seek your approval

before we start.

Before any planned work starts in your home, our partnering

contractor will agree a date and time that is convenient to you.

They will confirm this in writing and you will receive a letter

confirming choices and a start date. The works will be supported

by a dedicated Resident Liaison Officer who will be on hand to

answer any questions or queries you may have both before and

during the works. When the workmen arrive at your home, please

ask them for their identification. If they fail to produce identification,

please do not let them into your home and contact us immediately.

34 Decent Homes PLUS

Electricity Regional Contact Numbers:East Anglia, Kent, Sussex, Surrey

0845 601 5467

London, South/East, South/West

0845 600 0102

Southern England

0870 905 0806

Utilities - finding out suppliers:Gas Meter Number Helpline

0870 608 1524

Non-emergency Police numbers:Met Police: 0300 123 1212Essex Police: 0300 333 4444

Helplines:The Samaritans

08457 90 90 90

Domestic Abuse Helpline

0808 2000 247

Minicom Number

01277 844 740

Energy Saving Trust

www.energysavingtrust.org.uk

Communities and Local Government

(CKG) - Decent Homes

www.communities.gov.uk

Secured By Design

www.securedbydesign.com

Useful numbers:Head Office

0300 303 2500

Repairs freephone

0800 783 2768

Energy Saving Trust

(Freephone) 0800 512 012

TRANSCO

(Gas Emergency Services)

0800 111 999

Essex and Suffolk Water

0845 782 0999

Anglian Water

0845 714 5145

Thames Water

0845 9200 800

EDF Energy

0845 601 4516

Decent Homes PLUSCreating homes and communities

that people want to live in.

Residents Quality Panel (RQP)

Residents were actively involved and played a key part in the

selection of our long-term partner contractor. To support the work

of our contractor and Asset Management, Swan has established a

Residents Quality Panel to work alongside the long-term partnership.

We are keen to ensure that the products we use have been actively

reviewed, agreed and chosen by residents through the RQP. All the

products we present to the RQP will meet our performance

standards and specifications. The RQP will be able to choose from

a combination of suppliers, manufacturers, materials and colours.

The RQP will be involved in monitoring services and making

recommendations for service improvement, they will also be

responsible for developing service standards covering areas such

as Decent Homes PLUS, Repairs and Adaptations. They will meet

regularly and undertake physical inspections of our work to ensure

we are meeting the standards we have set and agreed with

residents. The Panel will undertake regular repairs satisfaction

surveys to complement those Swan undertakes and we will use

the RQP feedback to tailor service improvements.

Residents that participate in the RQP can claim normal out of

pocket expenses.

If you would like to become involved in the Residents Quality Panel, please contact the Asset Management teamon 0300 303 2500.

Decent Homes PLUS

Our Decent Homes PLUS Standard

ensures that we provide you with

good quality, affordable housing,

within a safe and secure environment

Decent Homes PLUS

Swan Housing Association

Pilgrim House

High Street, Billericay

Essex CM12 9XY

0300 303 2500

October 2010