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Checking we are doing things right

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Repairs & Maintenance

If you want to report a repair at any time or a tenancy issue outside of our office hours, call our 24-hour freephone hotline, 0800 953 0340.

Checking we are doing things right

Strategic groups - a number of groups oversee our work in housing management and property services, or more regularly as part of a specific service review.

Resident inspectors - are involved in interviewing staff and other residents about Merlin’s services, to help make improvements.

Mystery shoppers – are residents who use their everyday experience of being our residents to help us improve our services and standards. The mystery shoppers are a team of highly trained anonymous residents who call our offices from time to time to check how we are performing.

The Board - the Board sets the direction of the business and scrutinises its work. A third of Board members are residents and any vacancies are widely advertised.

Shareholders - are invited to the annual general meeting to hear our annual report. They have the power to approve or reject any possible mergers.

Residents Making a Difference

A team of ten resident mystery shoppers have tested the telephone service provided by housing management and property services staff this year. As a result, team members have grown in confidence and developed market research skills. And staff have responded by improving the service they offer to customers.

MaD LogoFor example, the Repairs Team has recently received training on the use of the Language Line translation service and can now arrange for a conversation to be translated into another language if required.

 
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