High customer satisfaction best birthday present for Sheffield Homes
Sheffield Homes celebrated its 2nd birthday with a set of survey results that show customer satisfaction levels remain high.
The 2005 annual customer satisfaction survey reveals that tenants continue to be pleased with the city’s housing services, two years on from the company’s launch.
Sheffield Homes was set up on 1st April 2004 to transform the city’s council housing. It provides housing services to 48,000 households citywide and is investing nearly £700 million in modernising local homes.
Over 10,000 tenants were questioned and the results show that satisfaction levels have either generally increased or are comparable to last year over many aspects of the service.
Customers are very or fairly satisfied with:
- The overall service provided by Sheffield Homes (78%)
- Accommodation (80%)
- The number of rooms in their home (76%)
- Their last completed repair (83%)
- The telephone service - staff being polite (90%) and staff being helpful (84%)
- Housing officers – clearly explaining the reason for the visit (96%) and treating the tenant with respect (93%)
- Being kept informed about things that might affect them (80%)
- Estate grass cutting services (73%)
- The repairs and maintenance service (76%)
- Opportunities for involvement in management and decision-making (70%)
- Their locally agreed Tenant Participation Agreement (78%)
There are areas for improvement, which include:
- Communal area cleanliness
- Some aspects of estate upkeep and facilities, such as litter
- Difficulty contacting the right person and dissatisfaction with the outcome of the contact
- Difficulty understanding and using Choice Based Lettings
Sheffield Homes is already taking steps to address these issues and will include them in the coming year’s service plans.
Peter Morton, Chief Executive of Sheffield Homes, said: “I am delighted that the customer survey results are so positive as we complete our second year in business.
“It recognises the effort and commitment our staff have shown through another year of huge change as the Decent Homes work progresses in earnest and we look to continue improving and developing services.
“However, we will not rest on our laurels and will strive to improve the survey results year on year.”
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