In August 2006 Housing Services joined the Derbyshire Tenant’s Network Mystery Shopping project. The project has 6 landlord members from throughout Derbyshire and over 40 tenant mystery shoppers.

Housing Services are being mystery shopped through November 2006 by 8 of the tenant from the group. The Mystery Shops are done via telephone using telephone recording equipment and log sheets. The group of tenants will meet with staff in the New Year to present their results.

There are currently 2 tenants from within South Derbyshire taking part in this project and we are looking for a few more to take part. If you are interested and would like to find out more call the Tenant Participation Officer on 01283 595788.

The Mystery Shopping project is an excellent and innovative example of involving tenants in the Service.

A few words from Mary Shingler our very own Mystery Shopper!!

"Never having done anything like it before I started my stint at mystery shopping with a little anxiety and hesitation. Would I fluff my words or make it obvious I wasn’t a real customer?

The first few days were a little tricky but as I found my feet I really started to find it interesting and enjoyable. As you dialled the number you knew that each call would be different and the skills and experience of each member of staff would be wide and varied.

I have taken part now in a mystery shop of Derwent Living Housing and Three Valleys Housing who are both landlords in Derbyshire. The group of mystery shoppers who work with me are from landlords all over Derbyshire so it's also a great chance to network and meet new people.

The range and quality or response was quite surprising from excellent in terms of telephone manner and quality or response to poor with much work needed.

I am pleased to say that most were either excellent or very good.

Overall it’s been a really worthwhile experience and I'm really looking forward to continuing with my mystery shopping role."

Contact Details

Tenant Participation Officer 
Civic Offices
Civic Way
Swadlincote.
DE11 0AH

Telephone 01283 595788
Email anna.davies@south.derbys.gov.uk