Following the 'mystery shopper' exercise carried out by residents of Hundred Houses in December 2009, there have been some useful outcomes.
Overall, the Society generally performs well in terms of its responsiveness to residents, and the offices are welcoming and friendly. Telephones are mostly answered within the published standard, and letters and emails mainly get a response well within the target times. Visitors to the office are mostly seen straight away with very few incidents of them having to wait for too long. Furthermore, staff appear to be genuinely interested in the questions posed by residents, and offer them useful advice and information.
There are some areas where services can be improved, and this is relevent in all areas, but particularly regarding repairs. The mystery shoppers found that once they had reported their repair and the details taken by staff, there was a period of uncertainty about 'what happens next' before the contractors contact them, and the work is arranged. There are also some issues relating to follow up work required by the contractors and a general lack of information about when it will be done.
We would like to thank the anonymous residents who carried out the mystery shopping exercise and assure them and all other residents that we will look into ways of improving our services to you based on these findings.
If any other resident wishes to take part in a future mystery shop, please contact Les Wood, community development manager on 01223 376980. He will arrange for you to be trained in the techniques and talk further about how it works.
If you have any queries at all, please don't hesitate to get in touch.
