Customer Standards Review Consultation

Closed 7 May 2021

Opened 12 Mar 2021

Feedback updated 24 May 2021

We asked

We consulted with tenants and leaseholders on which parts of our services to them as their Landlord are most important to them.  This was to help us to draft a new set of Customer Standards.

You said

The parts of our service which matter most to people are:

  • Housing repairs
  • Safety and quality of housing
  • Keeping estates clean and tidy
  • Dealing with breaches of tenancy
  • Dealing with complaints
  • Being easy to contact for queries and issues
  • Being professional and treating customers with respect

We did

We are now drafting a new set of Customer Standards based on these priorities which tenants and leaseholders have given us.  We will be consulting on these new draft standards in July, with a group of tenants and leaseholders who have volunteered to be part of a Review Group for the new standards.  Once finalised, the new Standards will be launched and shared with all tenants and leaseholders.


As a Sheffield City Council tenant or leaseholder, what are the most important things you want from your landlord?  We are reviewing our ‘Customer Standards’ - these are our commitments to you - and we need to work with you to make sure we are delivering what matters most to you.  

We want to develop a set of Customer Standards that reflect your priorities. These Standards will then be used to measure our performance against and to report back to you on how we’re doing.

This survey is the first step along that journey. So please take time to complete it and let us know what you think, so that your views can help shape the new Customer Standards.


  • All Areas


  • Anyone from any background


  • Council Housing