The Residents’ Mystery Shopping Panel has been in place since December 2009 and is one of the mechanism used, involving residents to provide feedback on the quality of services provided by Swan Housing Association. This is intended to assist the organisation to focus on customer service and improvements.
Mystery Shopping is also part of Swan’s Scrutiny Framework. The panel shop departments by using the telephone, e-mail, letter, office visits and the website.
The Residents’ Mystery Shopping report is circulated to the relevant departmental Managers and Heads of Service for discussion at their team meetings and completion of the action points (see link below to the latest action sheet). These are also presented at the Service Improvement Managers meeting where the content of the report and action points are discussed in full.
In September 2011, Swan and Gateway Housing Association’s Residents’ Mystery Shopping Panels started to shop each others services. This was very successful and both providers will be incorporating this into their yearly timetable.
Would you like to be a Mystery Shopper?
Would you like to earn an additional £40 top up on your STARCARD every year?
Would you like to help Swan better their services to Residents?
If you answered yes to both of the questions above then joining our Residents’ Mystery Shopping Panel is just for you!
- Every three months the Panel ‘shop’ Swan’s departments by telephone, e-mail, office visit, letter and using the website over a two week period.
- A timetable has been developed for the year setting out the areas to be shopped. Following each agreed shop an action plan is developed to address all the recommendations from the Panel.
- We provide full training and assistance towards travel, childcare and carers costs.
- After the completion of each shop, Members of the Residents’ Mystery Shopping Panel are rewarded with a £10 top up on their star cards.
If you would like more information or are interested in becoming a Member of the Residents’ Mystery Shopping Panel then please contact Kari-ann Waldon on 01277 844242 , or email involvement@swan.org.uk.
