Reality Checking is one of the ways we test the quality of our services. Sometimes known as ‘Mystery Shopping’ it’s useful for us to get your feedback and learn from our shortcomings as well as hearing about the things we do well so we can praise staff too.
Our team of ‘reality checkers’ began life as Mystery Shoppers who first worked with us about a year ago using made up scenarios to test our services. After a number of mystery shopping exercises they told us it would be easier and more life like if they could report back to us on their every day experiences – telling us like it is, when they wanted to, as and when they had contact with us.
We’re always keen to have as many tenants ‘reality checking’ our services as possible. If you’d like to give us this feedback, about the contacts you have with us, then we’d be very happy to hear from you.
We have a simple form to fill in, and this feedback is shared with staff, managers, our repairs service and everyone else who helped deliver that service to you. The feedback you give is also pulled together and reported to our senior managers and Board.
Some comments received from our reality checkers over the last few months have been…
“Repair was completed within a few hours. Pleased with service. Although attitude of the repairs operative left a lot to be desired.”
“I reported an electrical fault to the housing office. The officer who answered was very helpful, polite and dealt with the report well.”
“I rang the contact centre number regarding a leaking radiator. The person I spoke to was very good and polite.”
“The operator asked for my name and told me his, this was very polite”
“I rang regarding enquiry about my daughters gas boiler. The person I spoke to was not very helpful.”
In the coming weeks we hope to have a form on this webpage for all our customers to complete if they want to give us feedback about their experiences of using our service.
To find out more about reality checking, or other ways to get involved, contact the Customer Involvement Team on 0113 214 1994 for a chat or email:avhleeds.cit@avhleeds.org.uk.