Mystery shoppers help us to test the quality of our services. Posing as customers, they test the call centre, customer service centres and neighbourhood offices by visiting or ringing in with a query, or even by looking for information on the website.
Mystery shoppers help us to establish which services are performing well and which areas need improving. They also help us answer basic service delivery questions, such as whether customers can always access a particular service and how well enquiries are dealt with.
All council tenants and prospective tenants can take part in mystery shopping.
Real mystery shopping
Real mystery shoppers also test the quality and accuracy of services being delivered but, unlike conventional mystery shopping which tests made-up scenarios, real mystery shopping uses customer’s feedback on their real life experiences.
Real mystery shoppers can either tell us about their experiences by completing a feedback form, or they can speak to a tenant participation officer. Giving us your feedback is quick and easy to do but has a real impact on the improvement of housing services.
Estate Walks are opportunities for tenants and residents to become involved with improving their local housing estate. The aim of a walk is to highlight areas which they feel need action.
This could be abandoned cars, bulky items, fly-tipping, graffiti, noise nuisance, litter or overgrown gardens. The officer will note any items
and arrange the most appropriate remedial action.
If tenants or residents wish to volunteer for estate walks or to know more about the Neighbourhood and Communities Performance Monitoring Panel, they can put their name forward by calling 01482 300 300 and asking to speak to a member of the Tenant Participation Team, or calling into a local information point or customer service centre.
Their details will be kept on file and they will be contacted by a housing officer, who will arrange an appropriate time and date.
Find your nearest customer service centre or information point
Housing opinion panel (HOP)
The housing opinion panel is made up of people who would like to be consulted about housing issues. We contact the panel when we want to ask you for your opinion and to test the quality of our services.
As a member of the HOP you can specify particular areas of interest, from anti-social behaviour and homelessness to repairs and Decent Homes. You can also choose your preferred method of consultation so that we can contact you in a way that suits you. We carry out consultation in a number of ways, including regular meetings, one-off focus groups and questionnaires.
The questionnaires you will receive are fairly short and should not take up much of your time to complete.
Members of tenant and resident groups are very welcome to become members of the panel and we appreciate your participation.
If you would like to take part in any of these activities, all you need to do is to download and complete the form below -