Mystery Shopping

Use this form to tell us about your experience of using the contact centre by phone.

As part of our Estate Services project, we are very keen to get feedback from tenants about the condition of their surroundings and the service they receive from Sheffield Housing Services.

We would be very grateful if you could provide some feedback concerning one or more of the following areas:

• Grass cutting.
• Trees, shrubs, hedges and weeds.
• Maintenance of communal areas.

Tenant involvement is essential for us to improve services, so we thank you in advance for your time and efforts.

We have been developing an automated Repairs ordering telephony line, to offer customers an alternative route for ordering repairs.  The process takes about ten minutes, and you do not need to queue to log your repair.  We want to get feedback from customers so we can offer the best possible experience when using this service.

Thank you for taking the time to complete this feedback form. Your responses will help us to improve services for all tenants.

Instructions for Testing

To place a repair request, simply:

1. Think of a repair you might like to order on the Repairs Automation line (please note this test line will not order real repairs for you).
2. Call the Repairs Automation test line on 0114 273 5585.
3. Select the “Repairs” option and follow the voice prompts. You will be guided through the process of providing essential details about the repair needed, including property address, contact information and a brief description of the issue. 
4. Once your request is submitted you will be provided with a reference number - please make a note of this.
5. Please complete your feedback on the form below by the end of Sunday 26th January.

Instructions and Privacy Notice for User Testing Participants

We value your privacy and are committed to protecting your personal data. This privacy notice explains how we collect, use, and store your information when you participate in our user testing program.

What Information We Collect

Taking part in this user testing is voluntary.  When you participate in our user testing program, we may collect the following personal information:

• Name
• Address
• Telephone Number

How We Use Your Information

Your personal information will be used for the purposes of:

• Facilitating user testing through our telephony system.
• Generating test repairs calls to be logged on SCC’s Test Repairs system.

Data Storage and Retention

1. Telephony System
   1. Your personal data will be stored in our telephony system for 90 days.
2. Test Repairs System
   1. Your personal data will be transferred to and stored in the Test Repairs system.
   2. Your data will be retained in the Test Repairs system for up to 1 year for the purposes of completing and evaluating test repair calls.

Sharing Your Information

Your personal data may be shared within our organisation to facilitate the user testing and test repairs processes. We do not share your data with third parties outside of our organisation without your explicit consent, unless required by law.

Data Security

We implement appropriate technical and organisational measures to protect your personal data from unauthorised access, use, alteration, or disclosure. The software involved in this testing is covered by SCC’s Data Security policies.

Your Rights

You have the following rights regarding your personal data:

• Access: You can request access to your personal data that we hold.
• Rectification: You can request correction of inaccurate or incomplete data.
• Erasure: You can request deletion of your data under certain circumstances.
• Restriction: You can request restriction of processing your data.
• Data Portability: You can request a copy of your data in a structured, commonly used, and machine-readable format.
• Objection: You can object to the processing of your data under certain conditions.

To exercise any of these rights, please contact us using the details provided below.

Lawful Basis

Article 6(1)(e) Exercise of public interest or official authority

Article 9(2)(g) Substantial public interest, specifically Schedule 1 Part 2 (6): Statutory etc. and government purposes.

Contact Us

If you have any questions about this privacy notice or our data handling practices in this testing, or if you wish to exercise your rights, please contact Sarah Green, Data Protection Officer, dataprotectionofficer@sheffield.gov.uk

Office of the Information Commissioner (ICO)

If you remain dissatisfied with our response, you can contact the Information Commissioner’s Office. Please see Contact us | ICO for further details.

Thank you for participating in our user testing program. Your feedback and cooperation are invaluable to us.

This privacy notice aims to ensure transparency and protect the rights of individuals participating in our user testing. Please review it carefully and contact us if you have any questions or concerns.