Developing a Trans-Pennine Mystery Shopping Team

Mystery shopping is an effective method of testing the working practices of an organisation from the viewpoint of the customers. It involves a group of trained individuals posing as customers who run through pre-determined scenarios, either face-to-face, by telephone or e-mail, to test if the landlord's services are being delivered to the required standard.

Mystery shopping is different from customer satisfaction surveys in that it explores the actual customer experience at a snapshot in time (rather than asking customers for their views retrospectively) and records specific details of that particular experience.

Pennine Housing already has some experience of Mystery Shopping, the Federation carried out some un-announced exercises in receptions and Housing Offices but the Tenant Involvement Team want to develop Mystery Shopping further and set up a project group, involving tenants, to manage the project.

The Tenant Involvement Section will shortly be advertising and recruiting tenants who are unknown to front line housing staff. Potential 'Mystery Shoppers' will be assessed and training will be given to successful candidates.

Initially it is proposed to recruit a pool of tenants from Calderdale, Rossendale and Sheffield by advertising the opportunity to all Trans Pennine tenants. Tenants would not normally be expected to mystery shop their own local housing service, therefore it will be easier for them to be impartial and their anonymity should be protected. Longer term it might be possible to broaden the scope of the mystery shopping project by pooling resources with other landlords, e.g. through Synergy.

Prior to formally advertising for 'mystery shoppers' a number of pilot 'mystery shops' will be carried out by known activists from Calderdale and Sheffield. They will be looking at Green Vale Homes services to help them prepare for their forthcoming Audit Commission inspection.

Mystery Shopping is not about catching anyone out but about raising standards and identifying any issues which can then be tackled through training.

For more information contact: Val Morris 01422 284517

Fire Safety in Flats

Bert Swaine, TARA Support Group Convenor, has been in contact with the West Yorkshire Fire Service who have confirmed that they have advised Pennine Housing to remove items (including door mats, Christmas decorations, etc) from communal areas in blocks of flats in order to protect tenants in the event of fire.

Jack Riley, Fire Safety Officer is happy to come along to Tenants Association meetings to discuss any concerns tenants have with the advice.

TPAS Annual Conference

Margaret Coupe, Jon Morton, Ruth Rider, Audrey Waterhouse and Marilyn Webb are going to attend the TPAS Annual Conference in August.

The weekend conference provides an opportunity for delegates to find out what is happening in the housing world which could impact on Pennine tenants in the future.

It's also a great opportunity to meet tenants from other parts of the country and find out what's happening in their areas.