Our Landlord Commitments

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:

• customer satisfaction with the repairs service
• customer satisfaction with their most recent repair
• repairs completed within the agreed timescales
• repairs that are completed right first time

Your home will comply with all health and safety obligations, including electrical, fire and gas safety checks

We will measure our performance using:

• customer satisfaction that they feel their home is safe
• 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:

• customer satisfaction with the maintenance of their 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 cleaning of communal areas
• customer satisfaction with the maintenance of shared green areas around their home

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 how their anti social behaviour complaint was dealt with overall
• customer satisfaction with time taken to deal with their anti social behaviour complaint

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

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
• customer satisfaction that the landlord keeps tenants informed about things that matter to them

Your complaints will be dealt with quickly, fairly and effectively

We will measure our performance using:

• customer satisfaction with how their complaint was dealt with
• complaints responded to within agreed timescales

We will learn from your views and complaints and use them to improve what we do

We will measure our performance using:

• customer satisfaction that Sheffield City Council's housing service listen to your views and act on them
• satisfaction that the landlord makes a positive contribution to neighbourhoods
• service improvements made as a result of customer feedback