Housing service performance

Sheffield City Council is committed to providing excellent homes and housing services.

It is important that we regularly report and monitor our performance so we can identify what we are doing well and where improvements are needed.

This is now of even more importance as we are required to report our performance information to the Regulator of Social Housing (RSH). Sharing how we are performing is important, and it will also be a key area that the RSH will be interested in.

Housing performance

Housing performance is currently shared via our Housing and Neighbourhood Facebook page and in our regular news e-bulletin to tenants and residents, Your Home, Your Neighbourhood.

Our Communication and Tenant Satisfaction Panel (CATS) gives council tenants the opportunity to help monitor tenant satisfaction performance and provide feedback on how tenant satisfaction could be improved.

Performance information is also presented regularly throughout the year at the Housing Policy Committee.

Customer satisfaction

We regularly carry out customer satisfaction surveys to find out what our tenants think about the services we provide.

We use the findings to identify what we are doing well and where improvements can be made to our services.

Tenant Satisfaction Measures

Tenant Satisfaction Measures were introduced by the Regulator of Social Housing in April 2023, meaning all social housing providers must report in the same way. This will make it easier for social housing tenants to understand how landlords are performing against the key services that matter most.

There are 22 measures covering areas such as repairs, safety and complaints. 12 of these measures come directly from customer feedback surveys.

Our interactive Tenant Satisfaction Dashboard shows our monthly performance scores against each of the 12 tenant satisfaction perception survey measures. The dashboard is refreshed each month and shows how we are performing against our targets.

Viewpoint

Viewpoint carry out the telephone surveys on our behalf, completing around 350 surveys per month with tenants (who have been selected at random).

Viewpoint also complete a number of service specific surveys on our behalf. These surveys relate to recent transactions a customer may have had with a specific part of the Housing and Neighbourhoods Service.

Annual Report

Each year we are required to produce an Annual Report which looks back on our performance over the previous year and outlines our plans over the next 12 months. The plan is produced with the help of our tenants who provide us with suggestions, ideas and feedback from start to finish. 

Please email getinvolved@sheffield.gov.uk if you have any comments or feedback about our latest annual report or would like to help produce the next one.