Publications

2021/22 –

Complaints Handling and Performance Report - Q3 - October to December 2021
Complaints Handling and Performance Report - Q2 - July to September 2021
Complaints Handling and Performance Report - Q1 -April to June 2021

2020/21 –

Rosebery's Annual Complaints Report 2020-21   Complaints Handling and Performance Report - Q4 - January to March 2021   Complaints Handling and Performance Report - Q3 - October to December 2020   Complaints Handling and Performance Report - Q2 - July to September 2020   Complaints Handling and Performance Report - Q1 - April to June 2020

2019/20 –

Rosebery's Annual Complaints Report 2019-20   Complaints Handling and Performance Report - Q4 - January to March 2020   Complaints Handling and Performance Report - Q3 - October to December 2019

2018/19 –

• June 2021
• May 2021
• April 2021
• March 2021
• February 2021
• January 2021
• December 2020
• November 2020
• October 2020
• September 2020
• August 2020
• July 2020

Rosebery Housing Association is committed to continuous appraisal of its frontline services to residents. A key activity used by Rosebery to provide customer insight and test the standard of our customer services is our mystery shopping programme.

What is Mystery Shopping?

Offers residents the opportunity to test the quality of our services from a customer perspective and provide constructive feedback on their experiences. Residents are trained on what to do and as a thank you for their time; we offer gift vouchers for completed shops.

Following the successful recruitment of interested residents, we re-launched our mystery shopping programme in June. Our first mystery shopping exercise was to test our performance across our main customer touch points to access our services and see whether our performance meets our published service standards. The customer touch points used for this exercise were; telephone calls, letters, emails, home and office visits.

How did we do?

Our mystery shoppers gave us the ‘thumbs up’ of the 47 mystery shops that were completed, when our shoppers were asked ‘how satisfied were you with your overall experienced?’ over 77% said yes. One shopper commented by saying “It was an enjoyable experience and met my expectations”.

However, following the feedback received there are some things that we can improve. For example, shoppers suggested that we should consider a late night opening so residents that work can more easily contact us or come into the office, outside normal office hours. We accepted this and as a pilot exercise we will offer a late opening night every Wednesday’s throughout September. More information about this will be advertised nearer the time.

If you would like to see a summary of the findings and recommendations of the mystery shopping report, please check out our service improvement action plan.

If you are interested in becoming one of our mystery shoppers please contact us.