Resident involvement

Mystery shoppers

Mystery shopping is a way of testing services and assessing them from a customer's point of view. Our mystery shoppers carry out a series of pre-agreed tasks such as telephone calls or reception visits. They then report their findings so we can learn from their experiences and make improvements to our services as recommended.

Mystery shopping is often carried out to assist the scrutiny panel ‘s investigations. Previous shops have included service areas such as anti-social behaviour, the repairs service and advice on changes to welfare benefits and the housing team in the Council’s contact centre. 

Becoming a panel member or mystery shopper

This is detailed work and residents are given lots of training to equip them with the skills needed. If you are interested in being involved in the scrutiny process please look at the additional information provided at the bottom of the page or contact  the resident involvement team. Please note, these are voluntary roles and you would not be paid, however, expenses incurred in carrying out the role would be reimbursed.