Mystery Shopping Sparks Improvements for Residents
SERVICES for residents of Middlesbrough's largest landlord are about to be given a massive boost as part of an innovative initaitive!
Improvements will be made in Erimus Housing’s area offices and its one-stop shop in the town centre following the first phase of a ‘mystery shopping’ exercise.
The initiative saw a number of tenants being given extra skills after training to go into the four area housing offices and Homechoice in the town centre, where they tested the services and made a fictitious complaint.
One mystery shopper said: "I was very keen to be part of the mystery shopping exercise and learnt a lot from it.
“Our work will lead to really positive changes in Erimus Housing offices for residents."
The mystery shoppers praised Erimus Housing on a number of issues, including being seen by a receptionist quickly, having tidy offices and well presented and well mannered employees.
But they also highlighted a number of concerns, including lack of information in community languages and a lack of well-displayed service standards.
Immediate planned improvements now include:
- Better internal signage in community languages
- Advertising private interview room facilities
- Ensuring leaflet racks are constantly filled
- Better access for wheelchair users
- Staff members wearing name badges
- More toys and diversions for children
The improvements are just the first phase in the mystery shopping scheme and will form part of Erimus Housing’s plans to revamp to all its area housing offices.
Brenda Kirby, Director of Corporate Services for Erimus Housing, said: “We are thrilled that residents took part in this exercise as their experience of our offices is invaluable in improving services."
“We are immediately acting upon their concerns and hope residents will soon see positive changes before we begin our long-term programme of improvements.”
Erimus Housing is keen to involve more tenants in the mystery shopping exercise, as well as many other activities.
For more information, contact Erimus Housing on 01642 773600.