1. The Regional Housing Authority Mystery Shopping Exercise 2006 Alison Melville Housing & Regeneration, NIHE

2. The Regional Housing Authority Why use Mystery Shopping? Performance Measurement Tool Assess Service Provision Customers experience Policy to Practice Customer Participation Not about abstract queries Not About ‘catching people out’

3. The Regional Housing Authority Charter Mark - Evidence Criteria 1.3.5 Identify dips in performance Criteria 2.1.4 Process and analyse results of consultations Criteria 2.1.5 Tell customers results of consultations + action plan Criteria 3.2.1 Staff respond promptly & identify themselves Criteria 4.2.3 Involve customers in planning improvements Criteria 4.2.4 Analyse satisfaction levels

4. The Regional Housing Authority Methodology 11 volunteers from the Housing Community Network undertook the Mystery Shopping exercise Attendance allowance, telephone and travel costs paid

5. The Regional Housing Authority Methodology Developed ‘job description’ & expectations: –Part of constituted group –Involved with Housing Community Network –Some knowledge on NIHE procedures –Good communication skills –To work as part of overall team –Adhere to confidentiality –Complete small scale records –Commitment to carry out tasks identified

6. The Regional Housing Authority Methodology Scenarios developed for 7 service areas one personal visit(37) others by telephone(222)

7. The Regional Housing Authority Methodology General observations were made about: –Counter/reception areas –Telephone service E-Mail response

8. The Regional Housing Authority Scenarios Posing a question that examines – –Standard procedure –Delivery by front line staff Simple in format Realistic

9. The Regional Housing Authority Scenarios Housing – advice on moving to district Homelessness – enquiry about friend in private rented house served NTQ

10. The Regional Housing Authority Scenarios Neighbour Nuisance – noisy parties Community Involvement – advice on setting up community group

11. The Regional Housing Authority Methodology Reporting templates developed Scoring system agreed: Poor – Fair – Good – Excellent Facilitated by N.I.T.A.P.

12. The Regional Housing Authority Methodology Staff Informed Induction seminar – issues - role play Implementation framework Review meeting - lessons learnt - improvements Communicate results

13. Implementation Of Mystery Shopping Analysis Of Results Project Planning Monitor Implementation Of Plan Improvement Plan and Best Practice Guide Discuss Results With HCN Discuss With Staff Mystery Shopping Cycle