Mystery shopping

'Mystery shopping' is one of the ways residents can get involved.

People are trained to observe, experience and evaluate customer services. They pose as a customer and carry out a series of agreed tasks, which monitor how well staff respond and deliver. This is then evaluated, the results are given to L&Q and recommendations are made.

Residents who took part said that they learnt a lot and enjoyed doing the tasks.

Sarah a resident from Bexley, said: “The training was fun and I got to meet lots of residents from different areas plus it helped boost my confidence when speaking on the telephone.”

Cheryl Dixon volunteered after reading about mystery shopping in Homelife magazine. She said: "I enjoyed talking to the staff, who I found to be helpful and polite. It was nice that I was doing something positive and helping to find out for L&Q if their service was as good as they thought. I did feel a little bit uneasy about being secretive, but my experience was that staff have nothing to worry about."

From the findings, recommendations have been made to managers and meetings are held with staff where improvements are needed.

If you would like to be involved in mystery shopping then please get in touch by telephone or use the online form to express your interest.

SE Thames Region:
Paul Nehra on 020 8557 2842

SW Thames Region and Beacon Homes:
Patrick Denis on 020 8875 5534

North Thames:
Alkas Rahman on 020 8262 4317

L&QSL
Peter Warner on 020 8297 7118

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