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