Resident Inspectors
Our resident inspectors carry out regular checks on the services we deliver to customers. These checks help us to improve our service. We work to make sure that any areas for improvement identified by the resident inspectors are addressed.
Since June 2009, the resident inspectors have been carrying out mystery shopping telephone calls to our customer services telephone numbers. The calls are being made to test our customer service skills using a number of scenarios, and check that our replies meet the relevant service standard. The resident inspector also records the details provided by the staff member and helps us to assess whether we are following our policies and procedures. So far the team have called up with scenarios about tenancies, estates, repairs and gas servicing and anti-social behaviour.
To see how well we did, a summary of the results of each mystery shopping exercise carried out are available below:
For more information, or if you would like to become a resident inspector, please contact Jonathan Williams on 01454 821100