We are committed to delivering the highest standards of customer service and professionalism in every interaction. We believe that quality service goes beyond technical expertise. It’s about how our tradespeople interact with you, the respect they show, and their ability to create positive experiences.
To strengthen this commitment, we are excited to introduce our mystery shopper programme, an initiative designed to ensure our contractors consistently meet our code of conduct, with a special focus on resident satisfaction and tradesperson behaviour regarding repair appointments.
This programme is one of the ways we hold ourselves and our contractors accountable while striving for continuous improvement.
What is the mystery shopper programme?
A proportion of repairs will be selected each week. We will ensure we conduct mystery shopping across varied trades, contractors and areas so we get a clear understanding of the service.
If a repair for your home is chosen, we will contact you directly to ask if you’d like to be a mystery shopper. As a mystery shopper, you will have the opportunity to assess our contractor’s conduct/behaviour during routine repair jobs. This survey sent is in addition to the standard customer satisfaction text you get after your appointment.
Your role will involve observing and providing feedback via completing a survey on key aspects of their service, such as:
- Was the tradesperson punctual, courteous, and professional?
- Were you informed of any delays or changes to the work schedule in a timely and clear manner?
By sharing your unbiased, real-life feedback, you’ll play a vital role in helping us enhance our repairs service and ensure a seamless experience for all residents.
Why tradesperson behaviour and customer satisfaction matter
Your satisfaction is at the heart of everything we do. Our code of conduct defines the values we expect from every contractor - integrity, professionalism, and a customer-first attitude. By focusing not only on technical excellence but also on interpersonal skills, we aim to build trust and foster strong, lasting relationships with you, our residents.
