Our Performance

Residents Annual Report 

Our Annual Report to customers provides details on our performance and costs, and describes how we have worked with customers to improve the services we deliver. It is published yearly in the Autumn and contains information on what we are planning for the future. Read our latest Annual Report here.

Scrutinising Swan's Performance 

We are committed to involving customers in the management of our homes and in the scrutiny of our performance. We are always looking for more customers to play an active part in this.

Becoming an involved customer is an important role at Swan, members have the chance to help make decisions that affect the homes and the services we provide. Involved customers can access free training and personal development opportunities to help them with their roles.

Our Scrutiny Panel work to analyse different parts of the business and complete two service reviews each year, which then form recommendations for how we can improve the service and experience our customers and users receive.

The recommendations are reviewed by our Customer Committee and put into action plans, ready to implement if appropriate. The action plans are reviewed on a six and twelve month basis, to ensure changes and/or improvements have been made.

Customers can also get involved and scrutinise performance data through our Help Us Get It Right (HUG) Group.

Contact our Customer Involvement Team to find out more about getting involved in scrutinising Swan's performance, at involvement@swan.org.uk or call 01277 844242.

Key Statistics 

How did we do?

April 2020 - June 2020


Satisfied with overall service (Target 80%)


Satisfied with quality of home (Target 84%)


Number of complaints received


People satisfied with the complaints procedure (Target 86%)


Repairs completed at first visit (Target 96.5%).


People satisfied with their last repair (Target 90%)


Properties with a valid Landlord Gas Safety Record (Target 100%)


Current arrears as a % of rent due (general needs) (Target 2.6%)


People satisfied with how their ASB report was dealt with (Target 80%)


Repair appointments made and kept (Target 98.5%)


We have had 23 compliments during this period


Satisfied with repairs service (Target 70%)


Stage 1 complaints responded to within 6 working days (Target 98%)