SoWAT Group
Do you fancy taking on the role of a mystery shopper and telling us about the quality of your housing estate or customer service?
This is an ideal opportunity for you to act as a mystery shopper and get involved in monitoring the standard of service that we provide for our tenants.
You will receive support and training and although we can’t pay you for your work, we will reimburse any expenses including transport and childcare costs. We can also make the necessary arrangements to help you get to meetings, such as organising transport for you.
If you would like to get involved in one of the the SoWat Group then please get in touch with Susan Gowland on 01207 524284 or Donna Walker 01207 524285.
We have agreed a timetable with managers for when the group will inspect services (shown below); however we will not disclose the exact dates to individuals.
Service Area |
Date |
Details of Mystery Shop |
Findings |
| Customer Services | Sept 2009 | Inspection of estates to highlight problems on estates and areas where they feel works well. Mainly looking at empty property gardens, fencing, graffiti and other estate based services. | Report |
| Customer Services | Oct 2009 | Shoppers wrote letters, emailed and telephoned customer services to discuss repairs and other services. Shoppers also carried out a visit to our HQ. | Report |
| Older Persons Services | Apr 2010 | The SoWAT group shopped services at the courts. | |
| Repairs and Maintenance | Jun 2010 | The SoWAT group shopped the Repairs and Maintenance Service. | Report |
| Support Services including Allocations | March 2011 | The SoWAT group looked at void properrties, made telephone calls to the Tenancy Services department on tenancy related issues; staged terminations; choice based lettings bidding; estate management walkabouts and general support queries. | Report |
| Anti-Social Behaviour | August 2011 | Tenants used journey mapping to assess how the Tenancy Enforcement Team handled a variety of complaints. | |
| Tenancy Income Services | TBA | Scenarios to be agreed | |
| Finance & Insurance | TBA | Scenarios to be agreed | |
| Capital Works X2 for service areas | TBA | Scenarios to be agreed |
