21st January 2019

10 Years With Swan Performance Highlights

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We are currently in our 10th year in a 14-year contract with Swan Housing Association and have recently celebrated this milestone with our client.

Throughout this contract, we have brought many savings and benefits to our client, including through a value engineering review of team roles. So here are some Axis and Swan performance highlights.

Co-locating, shared values and good communication helped build our partnership and develop communication to ensure our resources are used in line with one another and to their full potential. The outcomes from this contract so far have been positive in terms of delivery and customer service. Across the past 4 consecutive years, we have achieved 100% Gas Compliance figures and last year achieved a very high 95.3% resident satisfaction score. These figures are a result of our proactive approach towards liaising with customers to arrange access, including evening and weekend calls to arrange appointments and out-of-hours gas engineer visits.

The robust system we use to process jobs has played a vital part in our excellent delivery standards, creating fluidity between issuing and completing jobs. Our centralised integrated data system gives live and up to date figures of our performance creating transparency of our progression throughout the contract.

We are very proud of our long-standing relationship with Swan, and the achievements we have shared not only with our client but also the local communities in which we both operate. To date, we have created mass cost savings of over £3m for Swan; completed 250,000 repairs, and created a 60% reduction in the number of complaints.

Our shared CSR programme with our client and focusing on local employment and supply chain has boosted the local communities’ economy by an estimated £64m. In addition, we have boosted communities welfare through apprentice programmes, engaging with schools to highlight future careers in construction, volunteering and donations.

More Axis and Swan performance highlights have managed to create 60 jobs for local people; invested £320k in apprenticeships; donated £270k to local causes and volunteered 3,400 hours to community projects. Swan’s former Property Services Director Terry Bird commented:

Both Axis and Swan fully embrace dynamic partnering and ethos of relationship management. Our partnership is founded on trust, mutual respect and a strong belief in excellent customer service.

Swan Housing Association joined Sanctuary as a subsidiary in February 2024. With Swan as a subsidiary, Sanctuary now manages around 120,000 units of accommodation across England and Scotland.

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