Your career
Values, behaviours and leadership expectations
Developed in October 2017 by colleagues from across the business, these are our values and behaviours and how we do things at SHP.
Customer service excellence
Customer Experience Programme
Sutton Housing Partnership (SHP) is working hard to improve its customer service. We listen to what our residents tell us and use their feedback to make things better. We're all in this together, with all our staff focused on providing the best service possible.
We've set out our objectives for 2024-2026 which are "Your Home, Your Voice, Your Place, Your Experience, and Your SHP," all based on what our residents need. Good management and involving residents in decision-making are at the heart of everything we do.
One of our main goals, "Your SHP," is about listening and learning to provide services our residents can trust and rely on.
Many residents have told us they find it hard to get the right information or person to talk to. That's why we've launched a Customer Experience Programme. It's all about making resident interactions with us better, from understanding needs to improving how we work and communicate.
We're committed to delivering excellent service that leaves our residents satisfied and happy.
The 5 Key Steps to deliver excellent customer experience
Learning and development
SHP is committed to colleagues' learning and development. Training needs analysis is conducted through the performance management system. A corporate training plan is developed each year , based on L&D needs. Colleagues can access:
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Professional/industry related qualifications via an application process
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On the job learning
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In house action learning sets, forums & workshops
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My Learning account for elearning modules and instructor led training (ILD) courses
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Compliance/regulatory training
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Professional networks such as the Chartered Institute of Housing; Housing Quality Network
Induction and probation
New colleagues joining SHP have a six-month probationary period and are supported through this via a bespoke induction passport and regular review meetings.
Performance management tools
We have a robust performance management system in place which includes setting and reviewing objectives, one to one meetings and bespoke personal development plans for all colleagues.
Pay bands
SHP’s pay and grading system has seven pay bands . Each pay band has five incremental steps which colleagues progress through based on service and performance .
SHP is a London Living Wage employer.
Paid time off
Colleagues are entitled to either 28 days or 33 days holiday per year based on the pay band plus paid time off for bank and public holidays.
We provide an occupational sick scheme or statutory sick pay, additional leave policy, maternity pay and adoption and parental leave schemes.
Health and wellbeing
Smarter working supports us to ensure a good work-life balance for colleagues and in addition you will have access ;
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To Simply Health cash plan plan providing cover for a wide range of everyday healthcare treatments
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To a confidential 24/7 employee assistance programme
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To Flu jabs through Simply Health
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Access to an Occupational Health Service
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To Heath and Safety briefing and checks
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To Mental Health First Aiders onsite or through our Employee Assistance Provider for just in time support and more
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To a number of staff networks through the London Borough of Sutton
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To annual health and wellbeing week giving colleagues the opportunity to access different services
Pension scheme
Colleagues can take advantage of the Local Government Pension Scheme (opens in new window) . Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025 .
Smarter working
We actively encourage smarter working through the use of technology and facilities available for colleagues in our community – we want you to be on site talking to residents to deliver excellent services.
We have hot-desking facilities and communal break out areas at our SuttonGate office We endeavour to strike a balance with you being on site or in the office at least 3 days a week. Home working is also available for some roles.
HOME award
A HOME award is a way of highlighting a colleague who is living one or more of our HOME values and demonstrates our culture and belief systems.
All nominations are put into a prize draw and there are three winners each month. Each winner will receive £20 Pluxee vouchers in exchange for the same value of highstreet shopping vouchers