Undercover tenants reveal top service
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Council tenants are going 'undercover' to check on the standards of service being provided by Sheffield Homes.
The 'Mystery Shoppers' test out services at Area Housing Offices both in person and on the phone and report back on how well they have been dealt with.
The initiative is part of Sheffield Homes' continuing drive to ensure it maintains and improves its high levels of customer service, which have been praised by the Audit Commission.
"The views of our tenants are extremely important to Sheffield Homes," said Jill Hurst, Tenant Participation Manager for Sheffield Homes.
"We developed the Mystery Shopping initiative to check out first hand what it is like to be on the receiving end of the service. Tenants are the best placed to do this.
"We want to ensure that everyone receives a good service, so we would particularly encourage underrepresented groups such as black and minority ethnic tenants, people with disabilities or anyone who feels that their group might be disadvantaged, to train as mystery shoppers and test out the service."
A team of 21 shoppers has just completed almost 200 checks at Sheffield Homes' offices across half of the city and more are on the way. They asked 16 different questions about every part of the service.
Sheffield Homes' reception service got top marks for a quick and efficient service that was found to be polite and courteous.
More than 80% of Mystery Shoppers visiting offices were seen within five minutes and the majority of offices received excellent marks for being clean and welcoming. Around 80% of telephone calls were answered within 20 seconds.
The Mystery Shoppers also made some recommendations to improve services and as a result of this feedback Sheffield Homes staff will make sure they routinely give their names when answering the telephone and wear their name badges.
Customers will also be routinely given information leaflets and changes will be made to the way telephone calls are transferred.
"The results from the Mystery Shopping Team have provided Sheffield Homes with lots of material and has certainly got to the heart of what it is like to receive a service," said Jill Hurst.
"The shoppers were extremely enthusiastic and flexible and have done an excellent job. The information provided will be extremely useful to us in driving up standards and designing the best possible housing service for the people of Sheffield."
The Audit Commission commended Sheffield Homes for its excellent customer focus when it received three stars in last year's inspection.
Mystery Shoppers receive training from Sheffield Homes and are given shopping vouchers in return for giving their time to test services.
Council tenants who are interested in becoming Mystery Shoppers should contact Jill Hurst or Victoria Pattison in the Tenant Participation Team on 0114 273 6088 or e-mail enquiries@sheffieldhomes.org.uk
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Press Contact: Neil Anderson on 01142 257080 (office) or 07779 292212 (mobile).