We asked our customers to help us review the Housing Service’s customer standards. These set out clear priorities for our services that we can measure our performance against.
Our Landlord Commitments are based on what our tenants and leaseholders told us most matter to them. Here we have listed them, along with details about how we will measure our performance.
We will offer a range of quality homes
Your repairs will be done right first time, to a good standard and within agreed timescales
We will measure our performance using:
- the percentage of repairs that are completed right first time
- customer satisfaction with the quality of our repairs
- the percentage of repairs completed within the agreed timescales
Your home will comply with all health and safety obligations, including electrical, fire and gas safety checks
We will measure our performance using:
- compliance with health and safety obligations on electrical, fire and gas safety
Your home will be of a good quality and meet the Government’s Decent Homes Standard
We will measure our performance using:
- our success in meeting Sheffield City Council Lettable Standards for empty properties
- customer satisfaction with the quality of your home
- progress on meeting the current Decent Homes Standard
We will increase the supply of new Council housing in the city
We will measure our performance using:
- homes built or bought for new council housing
We will take care of your neighbourhood
Your estate and its communal areas will be clean and tidy and maintained to a good standard
We will measure our performance using:
- customer satisfaction with the cleanliness of their estate
- customer satisfaction with the cleaning of communal areas
- health and Safety inspections completed on time
Fly-tipping will be dealt with quickly and we will educate and take enforcement action to help reduce it
We will measure our performance using:
- fly-tipping/rubbish removed within 24 hours
- reduction in the number of reports of fly-tipping/rubbish dumping
Working in partnership with other agencies we will manage waste effectively in all our blocks of housing
We will measure our performance using:
- customer satisfaction with communal waste management
- customer satisfaction with our communal recycling facilities in our blocks
We will deal with breaches of tenancy including neighbour nuisance as quickly as possible, fairly and effectively
We will measure our performance using:
- customer satisfaction with time taken to deal with complaint
- customer satisfaction with how their complaint was dealt with overall
We will provide a good service to you
It will be easy to contact us to ask a question or ask for support
We will measure our performance using:
- customer satisfaction with how easy it is to contact us
- time taken to answer calls into the call-centre
- customer satisfaction with the call-centre
We will be polite and professional and listen to what you say and treat you fairly and with respect
We will measure our performance using:
- customer satisfaction with how staff members have dealt with them
Your complaints will be dealt with quickly, fairly and effectively
We will measure our performance using:
- complaints resolved within agreed timescales
- customer satisfaction with how their complaint was dealt with
- customer satisfaction with how easy the complaints process is
We will learn from your views and complaints and use them to improve what we do
We will measure our performance using:
- satisfaction that SCC council housing service listen to your views and act on them
- service improvements made as a result of customer feedback