Foundation News

‘Mystery Shoppers’ Give Feedback on our Customer Hub

‘Mystery Shoppers’ Give Feedback on our Customer Hub

Through Jigsaw Rewards we have created a platform to allow residents to give us regular feedback on our services and plans for the future.

Following the recent re-opening of our customer hub at our Head Office in Ashton-Under-Lyne, we wanted to review the level of customer service received by our residents.

Our newly refurbished hub is the centre for all face-to-face tenancy queries ranging from rent accounts, repairs and benefit enquiries to money advice, anti-social behaviour, and changes to tenancies.

Due to COVID-19 restrictions, we had to close all our face-to-face services, but we have now re-opened at one central location within Cavendish 249.

Our survey of ‘mystery shoppers’ found that:

  • Almost all (15 out of 16) people were seen in approximately 15 minutes and in some cases, even quicker.
  • Twelve out of 16 people surveyed were greeted upon entry to the hub
  • Residents right across Tameside visit the hub and they found it clean and tidy.
  • Around 88% of residents left the hub feeling that their query had been dealt with and that no further action was necessary.

If you are a resident and would like to use our hub, please visit us at Cavendish 249 on Cavendish Street. It is open from 9.30am until 4.30pm Monday to Friday and no appointment is needed.

If you would like to take part in future surveys, you can join our Jigsaw Rewards programme today. In return for providing feedback and answering surveys, members receive points which can be exchanged for gift vouchers or credits on your rent account.