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.
How you can help us
If you have any reason to contact us we have a simple form you could fill in, this feedback is then shared with the Contact Centre, staff, managers, our repairs service and everyone else who helped deliver that service to you. The feedback you give is pulled together and reported to our senior managers and Board. If you can tell us where you think we can do better then we can change things to improve our services.
These are just some of the comments received from our reality checkers over the last few months…
"I called into my local housing office, staff very helpful and dealt with my enquiry in a professional and polite manner"
"I phoned the Contact Centre regarding repair to kitchen tap, long wait on phone but repair was done within a week"
"I rang the local housing office, excellent service given"
"I reported damaged pavement flags and a dropped sewer grate, received excellent service from Contact Centre"
If you would like to help us to improve our services then please contact us and we will send you our feedback forms with freepost envelopes.
To find out more about reality checking, or other ways to get involved, contact the Customer Involvement Team on 0113 214 1936 for a chat or email:avhleeds.cit@avhleeds.org.uk.