Mystery Shopping and Being a Tenant Inspector: A Tenants Guide

This course is aimed at active tenants who are already, or who are looking at becoming tenant inspectors. It will look at the ways in which tenants can make a real difference to the way social landlords (Housing Associations, Arms Length Management Organisations and Council housing departments) deliver services and improve accountability to residents.

• We will look at the benefits to both the residents and the landlords of tenant inspectors
• We will look at different approaches to you inspecting and auditing your landlord.
• The course will help you to unravel the myths of mystery shopping. We will look at why we need to mystery shop, how to do it and trying it out for real.
• We look at the three types of Key Lines of Enquiries and following the framework for resident inspections.
• We will look at performance indicators, what is the purpose of them and how we can make them tenant friendly.

There will be practical examples and lots of time to practice and ask     questions.  At the end of the day participants will have a range of tools to go away with that can be developed further as well as the confidence to push this new agenda forward with their landlord

Your trainer for the day will be Ian McDougall. Ian has been working as a manager and consultant for many years specialising in personal development, business planning and performance and risk management.  His recent projects with residents include: recruiting senior mangers, producing business plans and internal audit and risk assessment.  His experience inside and outside the housing sector makes for a refreshing and entertaining training style.