Mystery shopping

Brent Housing Partnership has established a number of resident mystery shoppers as a further way of testing how well our organisation is performing.

Mystery shoppers make un-announced telephone calls to our offices and personal visits to the One Stop local offices in Brent and record their experiences and impressions they receive and report back to us.

What is mystery shopping?

  • A form of market research
  • pretend to be a customer
  • experience the product / service
  • make an evaluation
  • record experiences and impressions.


What do residents get?

  • out of pocket expenses
  • cost of phone calls up to a maximum of £20
  • develops organisational skills
  • improves communication skills
  • develops interviewing techniques
  • builds confidence.


How does Brent Housing Partnership benefit?

  • provide management information
  • objective assessment of front line services and customer care
  • assist in developing and improving services
  • feed in to the new Customer Service Charter.


Your role as a mystery shopper:

  • make enquiries
  • record details of conversations
  • fill in questionnaires
  • evaluate our performance.


Qualities needed:

  • focused
  • organised
  • observant
  • thorough.


Contact details

If you are interested in becoming a mystery shopper then please contact Nina Sharma, Service Development Officer on: