Tenant inspectors & mystery shoppers for housing services

Volunteers in Dudley are invited to become actively involved in the hands on evaluation and inspection of their housing services by becoming tenant inspectors and mystery shoppers.

Tenant inspectors and mystery shoppers check our services to make sure we are providing excellent customer service. Ensuring we meet the standards you helped us set and we are doing that in friendly and professional way.

A tenant inspector is the name given to a volunteer who helps us to improve our services through various methods; this may be by carrying out a mystery shopping task or it could be visiting a property to look at how we have carried out repairs.   Tenant inspectors aim to improve the services tenants get by investigating particular areas of the housing service. Inspectors use a range of techniques including; visits, phone calls, mystery shopping and reality checks

Mystery shopping is a powerful way to testing services from our customer’s perspective. Mystery shopping is a way of involving you, our customer, to test the quality of the services we provide. Volunteer mystery shoppers are trained to observe; experience and evaluate the customer service provided by Dudley Council.  This is done by actually using one of the services as a customer; you would follow an agreed set of questions and make a note of the responses you are given.

You don’t need any previous experience but you do need to be a tenant or leaseholder of Dudley Council and you will need to act in a professional manner, be reliable and pay attention to detail.

Tenant inspectors and mystery shoppers will enable us to measure our performance against set customer service standards and make changes when we don’t deliver an excellent service.

We will be contacting people who have previously expressed an interest in being involved with Dudley’s tenant inspector or mystery shopping scheme, however, if you are reading this and thinking ‘that sounds interesting’ then please call Kim Avantaggiato in the participation development team on 01384 815168 or email participation@dudley.gov.uk   Alternatively you can find out about our involvement opportunities by following this link.