Mystery shopping

Mystery Shopping is an excellent way for residents to become involved in improving our services and helping us make them better. Mystery shopping is a form of market testing, assessing our service from a residents point of view.

All mystery shoppers are residents. For example, a mystery shopper would ring L&Q direct and request a repair. They would monitor:

• how long it took staff to answer the phone,
• assess how they were greeted
• how professionally their request was handled, and
• whether the member of staff was polite and informative.

The mystery shopper would then report back by completing a questionnaire.

You can find out everything you need to know about mystery shopping in the Mystery Shopping FAQs

If you would like to be involved in mystery shopping then please get in touch by telephone or email us to express your interest.