Why get involved?
There's always room for improvement right? And we are always looking for customers to help us. Lots of the changes and improvements we make are because of our involved customers.
Getting involved can be a rewarding experience. You get to influence the way we work, and help make difference to the services we offer you and other residents.
- Some of our existing customers helped set our empty homes standard, this means that new residents get better decorated and well appointed homes to move into.
- Because customers told us that it was most important, more customers than ever get their enquiry solved by the first member of staff they speak to.
- Customers reviewed our anti-social behaviour response service and gave us recommendations for change which have made a big difference to the way we keep people informed.
Could you be a mystery shopper?
We're looking for mystery shoppers...
- What we need from you...
We'll ask you to commit to attending two meetings every four months.
- What we'll ask you to do...
There are two parts to the mystery shopping programme (front line tests and ready to let property tests).
Volunteers can opt to do just one or both of these elements.
Front line tests – you'll be asked to carry out 3 a year (March, July and November). The tests can be based on genuine enquiries or made up in advance. They'll either be carried out in person at reception areas, over the phone, email or online. You'll meet to allocate the shops and then meet again three weeks later to feed back.
Ready to let property tests – there are 3 of these a year (January, April and September). In pairs you'll look around our ready to let properties comparing them to our set of standards. We'll also ask for your own judgements as to whether you feel the property is up to a good enough standard. We might not be able to give you a lot of notice for these tests.
- What we'll ask you to do...
We'll ask you to complete the Mystery Shopper training. An attention to detail is beneficial to this role and you must be able to keep accurate notes and complete paperwork.
- Support we'll provide...
Training and support will be available throughout your time on our Mystery Shopper Panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
Customer scrutiny panel
What you'd be doing...
As a group you will suggest ways to improve our services. You'll interview customers, carry out surveys and research how other organisations do it and then let us know what you've found.
What's in it for you?
Our Customer Scrutiny Panel provides a great opportunity to develop or improve your teamwork, communication and assessment skills.
How will we help you?
Training and support will be available throughout your time on the Customer Scrutiny Panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
How much time will it take?
The panel meets on average every two week for around 2 hours, (depending on the service you’re looking at).