Mystery Shopping

Updated: 03 May 2011

We train residents to be ‘mystery shoppers’. They contact our customer service team and other sections of
our organisation as if they were a normal customer.

For example, they could ask for a rent statement or report a repair. They then decide whether the level of service they received was good or bad. We then use the information our mystery shoppers give us to improve
how we work.

Mystery shoppers receive gift vouchers for taking part.

We do not tell our staff who the mystery shoppers are.

If you are interested in becoming a mystery shopper then please contact the Resident Involvement team.

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