Mystery Customers Newsletter 1

Hello,

I hope you are well and having a good week so far.

We recently started our new initiative called Mystery Customers and we would like to thank you for signing up. So far, all of the feedback that we have received is positive, so thank you for letting us know what works so that we can continue doing those things. Your participation and feedback has been incredibly valuable to us.

Here is the feedback that we have received so far:

• The layout of the website is attractive and professional.
• The information on the website is displayed clearly, correctly and all of the links were working.
• The information on the website is jargon-free, written in Plain English and easy to understand.
• The website is user-friendly, easy to use and navigate.
• Contact details were easy to find on the website, in case further help is needed.
• It is easy to find a full and comprehensive answer to a query using the website.
• Information can be found quickly and easily on the website.
• There have been no problems using the website, and it is easy to report issues.

Prize draw winner:

Each time you complete the Mystery Customers questionnaire, you will automatically be entered into our prize draw that takes place every three months. We would like to congratulate Darren who is the winner of our first prize draw, and we will contact you directly to arrange your prize.

Spotlight on Rubbish Clearance:

So far through the Mystery Customers scheme, we have been able to identify areas where there are problems with rubbish being dumped, litter and fly-tipping in communal areas. These issues that have been reported by our Mystery Customers should now be resolved, so thank you to those of you who have brought this to our attention. Your reports have helped us take swift action, so a big thank you to everyone who contributed!

Next Steps:

As all of the feedback that we have received so far has been positive, there is nothing for us to add to the action plan on this occasion. We will make sure that we continue to do the things that you have told us work well. Your insights are crucial in helping us maintain and improve our services.

Looking ahead, we may host focus groups for those interested in providing more detailed feedback in person. This will be a great opportunity to dive deeper into your thoughts and ideas, directly influencing our action plan and helping us to serve you better.

Additionally, we also work with TPAS, who are experts in tenant engagement. They offer a Mystery Shopping training session, and we are considering organising a session for anyone who is keen to participate.

Stay tuned for more details, and thank you for being an essential part of our community!

Tips for completing the Mystery Customers Questionnaire:

Remember, you can complete the Mystery Customers questionnaire anytime you interact with Dacorum Borough Council or use one of our services. Whether it's through a phone call, website visit, face-to-face meeting, post, social media, or email, every interaction counts.

The Mystery Customers questionnaire can be completed as many times as you like, and each completed questionnaire earns you another entry into our prize draw. Here are some of the reasons that you may need to contact us, interact with us or use one of our services:

• Anti-social behaviour & Community Safety
• Building Safety
• Cleaning
• Complaints
• Dacorum Online Training
• Homelessness Prevention
• Housing Applications
• Leaseholder Services
• Planned Works & Adaptations
• Rent
• Repairs
• Supported Housing
• Temporary Accommodation
• Tenancy Sustainment & Welfare
• Visiting a Housing event (e.g. Committees, Focus Groups, Forums, Open Days, Scrutiny Boot Camps)
• Your Tenancy

If you do interact with us, contact us or use one of our services, then please complete the Mystery Customers questionnaire so we can enter you into the prize draw. Your feedback is important to us, and your opinion matters.

You can find more information and the questionnaire on our Mystery Customers platform. You can also use the platform to ask questions, give feedback and share ideas.

Thank you for all of your feedback so far and becoming one of our Mystery Customers.

Kind Regards,

Dacorum Borough Council