How We Perform

As a Local Authority (LA), we are issued with challenging targets by the Government and our performance is closely monitored by the DIUS (Department for Innovation, Universities & Skills).

 

We aim to deal with online applications within 20 working days of receipt, and paper applications within 30 working days of receipt (provided that forms are correctly completed and all necessary information is enclosed).

 

Due to government changes to Maintenance Grants in 2008/09 we will be unable to issue means-tested assessments until early June when the Student Loans Company release the necessary software.

 

This is how we performed against these targets in 2007/08 and 2006/07:

 

Sheffield LA: 98%

National Average: 73%

 

Sheffield LA: 97%

National Average: 80%

 

 

Sheffield LA: 97%

National Average: 62%

 

Sheffield LA: 97%

National Average: 68%

 

We receive approximately 8,500 applications (including new and continuing) each year.

 

 

As part of Sheffield City Council, our service was mystery shopped by a nationally respected market/customer research organisation.

 

The results were as follows:

 

67% of telephone calls to 273 5796 were engaged

 

89% of telephone calls to 273 5636 were answered within the corporate standard of 4 rings.

100% of telephone calls to 273 5796 were answered within the corporate standard of 4 rings.

 

In response to the results of this exercise, we have introduced an additional telephone line which customers can use from the First Point  reception area. 

 

This line should rarely be engaged as it is solely for customers to use from the free phone facility. 

 

It is publicised on the board above the freephone or can be given to you by a First Point advisor.

 

We are also looking at other options to alleviate the problem of lines being constantly engaged during the summer period.  This is a very difficult problem to resolve as we receive an immense volume of calls during this period and we are unable to make more than two lines available due to the number of assessments which need to be completed. 

 

If you find that you are unable to get through to us on the public numbers, please make use of our e-mail facility studentfinance@sheffield.gov.uk 

 

Alternatively, if your enquiry is about the progress of your application, we update our webpage Check the Progress of Your Application on a weekly basis. 

 

Although this page cannot tell you about your individual application, it tells you the date of the applications currently being processed. 

 

There is also a Customer Helpline at the Student Loans Company which may be able to help with your enquiry.  The number is 08456 077 577.

 

We apologise if you are one of our customers who has been unable to get through to us on the phone and hope you understand that we do our best to be available, but also want to ensure that money for students is in place at the start of term.