Swan Housing Association

Annual Equality and Diversity Report

2014/15

Contents / Page
Introduction ………………………………………………………………………….. / 2
Happy Customers …………………………………………………………………… / 3
General Needs Housing Satisfaction Survey ……………………………………… / 3
Annual equality analysis of key service areas……………………………………... / 5
Complaints ……………………………………………………………………………. / 6
Supported Housing Satisfaction Survey …………………………………………… / 6
Adaptations and Concessionary Decorations Satisfaction Surveys……………. / 6
Allocations……………………………………………………………………………... / 7
Involvement and participation……………………………………………………….. / 8
  • Resident involvement survey ……………………………………………………
/ 8
  • Formally involved residents………………………………………………………
/ 8
  • Resident training and development including ESOL classes ………………..
/ 8
  • Equality and Diversity training for formally involved residents……………….
/ 9
Supporting residents through the ongoing changes to the welfare benefits system …………………………………………………………………………………
  • Partnership working ……………………………………………………………..
/ 9
10
The Local Partner …………………………………………………………………… / 11
Links with local businesses to improve economic and social opportunities …… / 11
Preventing domestic abuse and supporting victims / survivors …………………. / 12
Preventing hate crime and harassment and supporting victims / survivors ……. / 13
Promoting equality, community cohesion and social, digital and financial inclusion ……………………………………………………………………………….. /
13
Fit for the Future ……………………………………………………………………. / 15
Motivated People ……………………………………………………………………. / 16
Equality and diversity training for employees ……………………………………... / 16
Promoting work life balance ………………………………………………………… / 16
Employee engagement data ………………………………………………………… / 16
Graduates, school leavers and apprentices ………………………………………. / 17
Our residents, communities and employees ………………………………………. / 18
  • Gender ……………………………………………………………………………..
/ 18
  • Age ………………………………………………………………………………….
/ 19
  • Ethnicity and Religion …………………………………………………………….
/ 19
  • Disability ……………………………………………………………………………
/ 20
  • Sexual orientation …………………………………………………………………
/ 20
Conclusion …………………………………………………………………………… /
21

Introduction

In line with the commitment given in our Equality Scheme 2015-2018 and our Equality and Diversity Policy, this annual equality and diversity report has been published to show equality outcomes and progress.

Equality is about improving the lives of people living in the communities we serve. Swan’s mission is to deliver effective services, enterprising solutions and exemplary homes and communities. Promoting equality and community cohesion whilst recognising the different needs and experiences of our customers is crucial to achieving this aim.

Through our day to day work, resident and service user involvement opportunities and the work of our Diversity Action Forums, we aim to tackle the equality issues that matter most to our residents, customers and employees. We aim to ensure fair treatment for everyone by recognising people’s different needs, situations and goals and removing the barriers that limit what people can do and be.

In 2014/15 we invited Swan residents and employees to contribute to the development of our new Equality Scheme by telling us about the equality, diversity and inclusion issues that matter most to them.

Our Equality Scheme 2015-2018, which was approved by our Board in May 2015 and is available on our website, demonstrates our commitment to equality as illustrated by the successful retention of our Customer Service Excellence (CSE) Accreditation in late 2014 and our accreditation as a Times Top 100 “One to Watch” company in 2015.It also sets out our equality and diversity objectives which are grouped under the four strategic themes in our Corporate Strategy 2014-2017:

  • Happy Customers;
  • The Local Partner;
  • Fit for the Future; and
  • Motivated People.

This annual equality and diversity report shows how we are continuing to promote equality and diversity through everything we do by living our four values:

  • We are customer focused;
  • We are open, honest and accountable;
  • We have a “can do” approach and accept responsibility; and
  • We have new ideas and always seek to improve what we do.

Happy Customers

Achieving excellent customer satisfaction is central to all we do. We recognise that residents and customers want a quick and personal service and that to satisfy our residents and customers we must ensure that we understand and meet their diverse needs. A range of surveys are undertaken and the feedback received is analysed and used to inform service improvement activities. Where residents disclose their contact details, those dissatisfied are contacted and every effort is made to put things right.

General Needs Housing Satisfaction Survey

Each year general needs satisfaction surveys are carried out by telephone by an independent customer experience consultancy. The surveys carried out in 2014/15[1]found:

  • No significant difference in satisfaction between London-based White British and BAME[2] residents with the service provided by Swan, the way that Swan deals with repairs and maintenance or that Swan listens to their views and acts on them (Due to the low number of Essex-based BAME residents, statistically significant analysis for Essex is not possible); and that
  • Older and disabled residents are generally more satisfied than younger and non-disabled residents with the overall service provided by Swan, the way that Swan deals with repairs and maintenance and that Swan listens to their views and acts on them.

The finding that older residents are generally more satisfied than younger residents may be in part due to the fact that additional services are provided for older residents, such as additional help with repairs and decorations, wheelie bin cleaning, window cleaning and handyperson services.The finding that older people are often more satisfied than younger people is not limited to Swan or to the housing sector. The UKCSI (UK Customer Service Insight) report[3] showed the level of customer satisfaction by age group for the first time. The UKCSI score ranged from 72.5 for 18-24 year olds to 80.3 for those aged 65 or older. As highlighted in the report, the relatively lower levels of satisfaction in younger age groups suggest that, now and in the future, organisations including Swan will continue to be challenged by rising customer expectations.

Taking everything into account how satisfied or dissatisfied are you with the service provided by Swan? (2014/15 general needs survey results)

* BAME (Black, Asian, Minority Ethnic) residents = all residents who are not White British excluding those who chose not to disclose their ethnic origin.Due to the low number of Essex-based BAME residents, statistically significant analysis for Essex is not possible.

Annual equality analysis of key service areas

Work was undertaken during 2014/15 to produce an equality analysis[4] of each of the following service areas in order to identify and address any potentially negative equality impacts: Allocations and lettings; Resident Involvement and Communications; Neighbourhood Services; Income / Rents; Repairs; Estate Services; Complaints, compliments and customer feedback; Supported housing; Regeneration; Care and Repair service; Corporate Social Responsibility Strategy and Initiatives; Human Resources.As a result, the following actions were agreed:

  • Welcome letter and all articles in newsletters, posters and other publications to include information about how residents can make enquiries by email and text and report repairs online.
  • Investigate the feasibility of introducing a facility to enable complaints, compliments and feedback by text.
  • Review information provided in publications and online about how to make complaints, pay compliments and give feedback (including information about the Customer Feedback Panel and how to join) to make it clear and consistent.
  • Add information about additional repair, decorating and gardening services provided for older and disabled residents to the repairs page of the website and the Tenant Handbook.
  • Develop standardised wording to protect residents from bogus callers on the website and in the Tenant Handbook and Communicator (newsletter).
  • Review posters and articles about opportunities to become Resident Inspectors to ensure no barriers to inclusion.
  • Collect and record the equality monitoring data that is missing for some formally involved residents and for any residents who choose to remain on or join the Customer Feedback Panel.
  • Change the service standard that relates to the removal of graffiti to the following (changes shown in bold): “remove racist, or sexist, homophobic, or similarly offensive / discriminatory graffiti within one working day and other graffiti within five working days.
  • Review the work experience placement questionnaire, incorporate appropriate equality questions, and ensure questionnaires are forwarded to work placement individuals and followed up if not returned.
  • Review the ‘Get Involved’ procedure to ensure all participating staff are recorded.
  • Review example equality questionnaire and add questions that are also required by the local authorities to our data gathering request from apprentices.
  • Arrange training for Swan Care and Repair employees on the implications of sight loss for older people.

Complaints

No equalities issues were identified. During 2014/15 671 stage 1 complaints were received. 72% of these were about the repairs service[5]. Residents are now contacted following each repair to check that they are satisfied with the work in order that any issues can be quickly identified and resolved. Of over 1,100 residents contacted via text or telephone in April and May 2015, 94.5% said they were happy with their last repair.

Supported Housing Satisfaction Survey

The Supported Housing satisfaction surveys carried out in 2014/15 by telephone by an independent customer experience consultancy [6] found:

  • No significant difference in satisfaction between disabled and non-disabled respondents with the overall service provided by Swan, the way that Swan deals with repairs and maintenance or that Swan listens to their views and acts on them; and
  • Younger supported housing residents were generally more satisfied than older supported housing residents with the overall service provided by Swan[7], the way that Swan deals with repairs and maintenance and that Swan listens to their views and acts on them..

Due to the low number of BAME[8] supported housing residents, statistically significant analysis of satisfaction by ethnic origin is not possible. Most of our supported housing properties are in Essex and most of our supported housing tenants are White English / White British.All residents who were dissatisfied with the overall service provided by Swan stated problems with repairs and maintenance as their reason for dissatisfaction.

Adaptations and Concessionary Decorations Satisfaction Surveys

On completion of major adaptations[9] or decorations carried out under the Assisted Decorating Scheme[10], satisfaction questionnaires are left with residents to complete and return to Swan. In 2014/1535 households were assisted with major repairs and 51% responded. 15 households were assisted through the Assisted Decorations Scheme and 87% responded.All residents were satisfied.

Allocations

The allocation of properties in any particular area is determined primarily by the local authority’s allocation policies. Nomination agreements require a percentage of Swan properties to be offered to people nominated by the local authority (generally all new builds, 75% of re-let properties with two or more bedrooms and 50% of re-let properties with one bedroom).

In 2014/15, we allocated 340 general needs properties: 198 (58%) in Essex and 142 (42%) in London. 85% were to households nominated by the local housing authority and15% were to applicants on our transfer list.

Allocations by gender / Allocations by age
Allocations by ethnic origin

Involvement and participation

Resident Involvement Survey

In August 2014, we surveyed 345 involved residents with a response rate of 15%.

88% were satisfied that we listen to their views and act on them[11].

89% were satisfied with our approach to equality issues[12].

The 52 residents who responded represented a fairly broad cross section of residents. In future, residents will be offered the option of completing the survey online and the survey will invite comments for every question to allow for qualitative analysis of the responses.

Formally involved residents

The profile of formally involved residents[13] as at April 2015 is broadly reflective of the profile of Swan tenants. The data does suggest that younger residents (under the age of 34), Asian / Asian British women, and residents from mixed / multiple or other ethnic groups (i.e. not White, Asian / Asian British or Black / African / Caribbean / Black British) are under-represented.

Resident training and development including ESOL classes

Each year Swan offers a free Annual Residents’ Training Programme which includes accredited training such as CIH qualifications, food hygiene and first aid qualifications, and ESOL classes.

Our 2014 resident training programme saw 39 residents achieve an accredited qualification including 5 who obtained a CIH Level 2 qualification. The profile of residents who participated in the 2014 programme is broadly in line with the profile of Swan tenants as at January 2015. The data does however suggest some under-representation of younger and older residents (under25 and late 40s upwards) taking up the opportunities offered through the programme.

Having initially identified the need for ESOL classes through a community needs survey, Swan has been providing free ESOL classes for residents since 2007 and well over 100 residents have benefited from the classes. The classes have been a real success with involvement increasing year on year. In 2014, an additional class was added at Bow Cross and, at the request of the women attending the Chai n Chat sessions, classes on the Exmouth Estate were also introduced.

Equality and Diversity Training for formally involved residents

We run an equality and diversity training session for involved residents annually to give them an increased awareness of equality and diversity issues in order to help them represent their communities and scrutinise our performance in relation to equality and diversity. Nine residents attended the 2014 session and positive feedback was received.

Supporting residents through the ongoing changes to the welfare benefits system

We have provided, and will continue to provide, targeted information and individualised support for residents affected by welfare reform.

Supporting our general needs residents

We recruited two Welfare Reform Officers in April 2013to support residents through the changes. Our knowledge and understanding of customers and their needs has been enhanced by the appointment of these officers. This was highlighted in the Customer Services Excellence (CSE) report published following our annual inspection in November 2014. The London Welfare Reform Officer speaks both English and Bengali which supports our resident profile in London.

In 2014/15 our income teams:

  • Contacted 1,307 residents to explain the changes;
  • Carried out 728 home visits;
  • Supported residents to make 519 Discretionary Housing Payment applications with an 89% success rate;
  • Supported 255 residents with budget management;
  • Trained 44 residents on how to budget properly;
  • Referred 42 households to local Credit Unions;
  • Secured an extra £280,000 of benefit for residents which may have been lost;
  • Received an excellent report from the “Getting on with Money Project” on our approach to financial inclusion;
  • Established a new hardship fund to support residents with basic emergency costs such as travel costs to the Job Centre Plus; and
  • Ran a series of awareness raising campaigns during the year.

Supporting our supported housing residents

We have visited our Supported Housing residents to identify those who are ‘exempt’ from and those who will be affected by the welfare reforms. We have worked with care providers and tenants to record the different type and level of support received by each tenant, which in turn has meant that we are able to support those tenants affected by the reforms.

Partnership Working

Diversity Day 2014

In 2014, the theme of our annual Diversity Day was “The equality related aspects of Welfare Reform and how Swan as a housing provider can support residents through the challenges ahead”. 58 of us (52 Swan employees and 6 Swan residents) participated in the day, which consisted of an afternoon event in London followed by a morning event in Essex.

The London event had speakers from four organisations: DWP (Borough Relationship Manager – Tower Hamlets); Tower Hamlets Council; Housing Link (a tenancy support team for people with mental health problems in Tower Hamlets, which is part of the mental health service); and the Bromley by Bow Centre (Getting On With Money Housing Coordinator).

The Essex event had speakers from three organisations: DWP (Customer Services Operations Manager and Essex Senior Relationship Manager); Basildon CAB (Citizens Advice Bureau); and Basildon Womens Aid.

Basildon Partnership Working

We are participating in the Basildon co-location project (launched February 2015) with Basildon Council, JCP (Jobcentre Plus), Basildon CAB (Citizens Advice Bureau), Basildon Credit Union and other housing providers. Residents can now access Swan’s income advice services in the Council’s offices one day each week.
During the year Swan House Foyer and Basildon Job Centre worked together to support young people living in the area with the aim of getting them into work and helping them avoid sanctions which would see them lose their Jobseekers Allowance. Every week a Jobcentre Plus advisor visits the Foyer enabling the young people to ‘sign on’. All the young people who live at the Foyer and claim Jobseekers Allowance are assigned to this advisor so that they no longer need to visit the Job Centre in Basildon town centre. Once a week the young people attend a work club session with the Job Centre Advisor and the Foyer’s Education, Training and Employment Officer. With this intensive support, the young people are able to better identify their skills and talents and the advisors guide them towards jobs that they will be able to succeed in and enjoy.

In January 2015, Swan House Foyer held their first Job Fair for young people in the local area, arranged in partnership with the Job Centre. Young people from across Basildon, along with foyer residents, were invited to attend to meet with several local employers and training providers giving them an opportunity to find out more about different jobs and employability courses. Contributors at the fair included employers Ford Motor Company, Army, Excel Care Holdings and KFC and training providers such as Lifeskills, the Princes Trust, Groundworks and Catch 22. The fair was attended by 34 young people, many of whom signed up for a course or went away with application forms for work.

Launched in 2014/15, Swan House Foyer is also working on a national pilot project in partnership with Basildon Job Centre and Circle Housing. The project brings the Jobcentre to Vange, placing a Jobcentre Work Coach in the area to provide intensive support to long-term job seekers.