Mystery Shopper
Friendship have been training and
supporting a team of our customers from the East and West
Midlands to 'Mystery Shop' our services since 2006. The
reports that customers carry out for us help us identify what is
good about the service we provide and also where we need to
improve. To find our more, click
here.
We are currently in the process of revamping the Mystery SHopper
scheme with our Key Customers. We are carrying out this
review to improve how the results are used to highlight areas of
improvement across the association.
Our Mystery Shoppers meet a few times a year and are equipped
with the materials needed ti carry out their tasks, offered
training and are supported each step of the way.
We reward our Mystery Shoppers with High Street Vouchers as a
thank you for givinh us their time.
In 2009, Friendship worked with customers to create a Tenant
Inspector Scheme, which our customers called FASA, Friendship
Authorised Standard Assessor. Customers have attended
training on Equality and Diversity; Confidentiality and Data
Protection; and practical training including visiting empty
properties, to check that the necessary work has been carried out
and the proerty is ready to let.
During 2010/2011, the FASA members will be undertaking a project
to inspect our services relating to the first 12 months of a
tenancy - 'the probationary year'
To find out how you can become a
Mystery Shopper for Friendship or join any of our other
involvement activities please contact Victoria Leonard -
Customer Relations Manager on 0121 212 8663 or email
victoria.leonard@fch.org.uk