Delivering effective services, enterprising solutions and exemplary homes and communities.


Success Stories

Working with residents on our Annual Report

When developing our Annual Report, we wanted to give residents an opportunity to be more involved in scrutinising our performance and to have more opportunities to influence how our service is delivered.

We reviewed with residents what we had said we would do and agreed what our priorities should be.  We established a Resident Annual Report Team, which comprised of residents and employees who showed an interest in producing our Annual Report.

We sent out a feedback form to all our involved residents asking if they thought the Annual Report was helpful, what we could do to make it better and whether they would like to work with us to produce the report.  We also held an Annual Report workshop at our Residents' Conference in June to find out more residents' views on how we could improve the report. 

The contents of the report were agreed by the Resident Annual Report Team and residents comments and feedback were reflected in the final document, which was endorsed by our Resident Consultative Committees. 

The report set out how we were meeting the National Standards introduced by our Regulator to ensure our residents were getting a fair deal from us.  Each section in the report set out what we had done over the year and what we proposed for the coming year.

There were six Standards covering the services we provided:

  • Resident Involvement.
  • Your Home.
  • Your Tenancy.
  • Your Neighbourhood.
  • Value for Money.
  • Governance and Finance.

We sent out a  satisfaction survey with the Annual Report and received 153 responses.  Over 90% of respondents felt that the report was easy to read and understand and 10% told us they were interested in joining a focus group to help develop the next Annual Report. 

The feedback about the Annual Report included the following key suggestions:

  • Make the report more resident friendly - using titles residents can understand.
  • Use more pictures/quotes and case studies to show how Swan changed residents' lives.
  • Include shared owners, supported housing and sheltered schemes.
  • Change some of the colours e.g. pink on white, blue on white.
  • Provide more information on how residents have helped achieve value for money.

We have taken on board all these suggestions and will continue to work closely with residents when creating future Annual Reports.

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© Swan Housing Association 2018. All rights reserved. Company no. 28496R. VAT No. 713 9515 35
Registered address: Pilgrim House, High Street, Billericay, Essex CM12 9XY.
Regulated by: Regulator of Social Housing.

T: 0300 303 2500

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