Tenants can become Tenant Auditors and will receive training on how to mystery shop and audit our services effectively. They test and mystery shop us and check that we are doing what we promise.
We currently have 3 active Tenant Auditors and they have scoped their own projects for 2010-11.
Areas they will be checking are:
Estate Walkabouts – do we follow up after these and do the things we say we will do?
Our Empty Homes – we say they will be to our lettable standard but are they really?
Complaints – do we adhere to our standards and procedures? Are customers happy?
Customer Service –are we good at dealing with customers enquiries and how quickly?
Gas Service – we have strict procedures. Do we work to them?
Housing Applications – do we adhere to our standards and procedures? How quickly?
Income Collection – do we treat people owing us money fairly? Do we work to our procedures?
Anti-Social Behaviour – is the advice we give customers correct and consistent?
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All our staff, including temporary, now wear name badges so customers always know who they are dealing with.
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A new induction process was introduced to ensure that our new staff undergo a comprehensive training schedule before they ‘do the job’.
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We now answer telephone calls using an agreed greeting that is clear, consistent and informative to the customer.
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Our repairs contractor, Morrison, adopted the same telephone greeting when our Tenant Auditors recommended it.
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New tenants are visited by our contractor to show them how to use the central heating, etc in their new homes when our Estate Management Assistant is unable to do so.
If you are interested in becoming a Tenant Auditor or there is a particular service you think they should be checking please let us know – we will be delighted to hear from you.