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Mystery shopping
Mystery shoppers help us to test the quality of our services. Posing as customers, they test the call centre and Customer Service Centres. They do this 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. These can be 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. 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 us. Giving us your feedback is quick and easy to do but has real impact on the improvement of housing services.
Estate walks
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
- 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 estate walk focus group, they can put their name forward by calling 01482 300 300. Ask to speak to a member of the Tenant Participation Team. Or you can visit a Customer Service Centre.