| SECTION 1 (Q1) To log on to the online services section of the website customers are required to enter a password that we sent you. This is fixed and can’t be changed by you. Would you like the option to change your password? | | Yes : 91.67% (11 of 12 voters)
No : 8.33% (1 of 12 voters)
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| SECTION 1 (Q2a) Which of the following online services have you used? (Please tick all that apply) | | Pay your rent : 85.71% (6 of 7 voters)
Bid for a property : 57.14% (4 of 7 voters)
Request a rent payment card : 28.57% (2 of 7 voters)
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| SECTION 1 (Q3a) Which of these services do you think it would be useful to provide online? (Please tick all that apply) | | Track how my complaint/enquiry is progressing : 100% (11 of 11 voters)
Register for housing : 81.82% (9 of 11 voters)
View the asbestos survey for my home online : 45.45% (5 of 11 voters)
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| SECTION 2 (Q5) Do you know how to complain to Sheffield Homes? | | No : 50% (6 of 12 voters)
Yes : 50% (6 of 12 voters)
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| SECTION 2 (Q6a) How could we improve customers understanding of how to make a complaint to Sheffield Homes? (Please tick all that apply) | | Email to customers with information : 75% (9 of 12 voters)
Information on Sheffield Homes’ website : 75% (9 of 12 voters)
Information with your rent statement : 75% (9 of 12 voters)
Leaflets : 33.33% (4 of 12 voters)
Posters in Housing Offices and community centers : 33.33% (4 of 12 voters)
An article in InTouch (our customer magazine) : 33.33% (4 of 12 voters)
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| SECTION 2 (Q7) We want to improve our complaints procedure as many complaints only need a simple investigation and the problem can be sorted quickly. What do you think is the maximum time this stage should take? | | 3 working days : 58.33% (7 of 12 voters)
1 working day : 16.67% (2 of 12 voters)
2 working days : 16.67% (2 of 12 voters)
5 working days : 8.33% (1 of 12 voters)
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| SECTION 2 (Q8) Currently, if you make a complaint, we will send you an acknowledgement letter and complaint reference number. If we can quickly sort out your problem do you need an acknowledgement letter? | | No - as long as I’m contacted within the agreed nu : 50% (6 of 12 voters)
Yes - an acknowledgement letter/email is important : 50% (6 of 12 voters)
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| SECTION 2 (Q9a) We are going to introduce an ‘Appeals Panel’ that will look at a complaint if our customer is unhappy with how it has been dealt with. Do you think this panel should include tenants? | | Yes : 100% (12 of 12 voters)
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| SECTION 3 (Q10) Do you use the Sheffield Property Shop website? | | No : 50% (6 of 12 voters)
Yes : 50% (6 of 12 voters)
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| SECTION 3 (Q11) How easy is it to use? | | Neither easy or difficult : 41.67% (5 of 12 voters)
Fairly easy : 33.33% (4 of 12 voters)
Very easy : 25% (3 of 12 voters)
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| SECTION 3 (Q12a) Does the Sheffield Property Shop website have all the information you need? | | Yes : 83.33% (10 of 12 voters)
No : 16.67% (2 of 12 voters)
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| SECTION 3 (13a) Would you like to be involved in a focus group or to help develop the new choice based lettings website? | | No : 50% (6 of 12 voters)
Yes : 50% (6 of 12 voters)
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