Brent Homeless User Group

1
Brent Homeless User Group

• PRESENTATION OF FINDINGS
• MYSTERY SHOPPING PROJECT
• SOUTH EAST LONDON HOUSING
• PARTNERSHIP

2
TODAY WE WILL

• Introduce the Team
• Tell you about the project
• Discuss issues raised by the project

3
THE MYSTERY SHOPPING TEAM

• B.HUG
• CONSULTANT
• OUR SHOPPERS

4
PROJECT OBJECTIVES

• To assess
• All aspects of the the personal experience
• Each boroughs approach to meeting the needs of
  all members of the community
• How easy it is to access the service
• Customer Care
• The response to the diversity of Community
• What information / help is given
• Content / quality of any written information
  provided

5
MYSTERY SHOPPING
How did we do it

• On the telephone ?
• By Email
• By visiting offices

6
THE CASE STUDIES

• Case 1 Male under 25 ?
• Case 2 Male, Homosexual
• Case 3 Rough Sleeper, Male
• Case 4 Mental Health, Female
• Case 5 Immigrant, Female EU National ?
• Case 6 Immigrant, Male, Asylum seeker, little
  English
• Case 7 Domestic Violence, Female, pregnant ?
• Case 8 Couple with child ?

7
RESULTS

• What was done well
• Commitment to assist homeless people
• Contact details easy to find
• Quick response to email enquiries
• Immediate provision of interpreting service
• Provision of childrens facilities
• Pleasant and comfortable waiting areas
• Provision of drinking water
• Display of relevant and useful information in a
  variety of formats

South East London Mystery Shopping Project
Presentation
8
ISSUES IDENTIFIED

• Telephone Mystery Shopping
• Ensure that calls are answered or that voicemail
  in place to deal with call volume
• Give full introductions (name, job title /
  department)
• Outline general process
• Provide information on necessary documentation,
  address and directions
• Offer signposting where appropriate

South East London Mystery Shopping Project
Presentation
9
ISSUES IDENTIFIED

• Email Mystery Shopping
• Set up specific email addresses
• Ensure email addresses are easily obtainable
• Respond to within appropriate time
• Offer general information as part of email
  response (telephone number, opening hours,
  address and directions, information provision in
  different formats, signposting)

10
ISSUES IDENTIFIED

• Personal visits
• Lack of ID
• Discrepancy of advice given / unsuitable advice
  given
• Lack of privacy
• Waiting times
• Lack of explanation of processes
• Lack of / inadequate signposting
• Lack of language / interpreting provision
• Better customer care

South East London Mystery Shopping Project
Presentation
11
RESULTS RECOMMENDATIONS

• Review of Findings
• Use findings of the report to share best practice
  and initiate improvements to services.
• Ensuring Consistency
• Consistency of advice and information over the
  phone and in person
• Homelessness Policies, procedure and guidance to
  staff to be reviewed
• Develop sub-regional work
• Access to Documentation/ID
• Lack of ID should not prevent appropriate
  signposting or advice
• Consider risk
• Advice on how to get ID
• Customer Care, Diversity and Accessibility
• Children facilities, drinking water, temperature
  control
• Clean, comfortable and well organised waiting
  area
• Privacy during interviews
• Customer care training including phone and front
  line
• Names badges should be visible

12
RESULTS RECOMMENDATIONS

• Use of email
• Should be introduced in all boroughs
• Standardized response
• Include statement relating to availability of
  information in different format and interpreting
  service, opening times etc.
• Use of telephone
• Ensure standardised response and adequate advice
  is given
• Provide staff with training
• Equal Opportunities
• Review interpreting support
• Facilities to children
• Review customer care training to ensure everyone
  treated equally
• Posters and leaflets advertising interpreting
  services and different formats of information
• Use of mediation
• Ensure mediation is offered
• Access to Housing Options

13
POSTIVE OUTCOMES FOR MYSTERY SHOPPERS

• Training -
• skills and confidence to carry out the task
• Experience -
• work or voluntary, new and improved skills
• Making a difference -
• monitoring, influencing and improving services

South East London Mystery Shopping Project
Presentation
14
PERSONAL EXPERIENCE
I think my communication skills have improved
because I had to communicate with different
people at different levels.
Best thing was gathering information that could
be valuable for decision makers
I met new people and made friends which gave me a
lot of confidence
The experience felt like going back in time but
I am happy in the knowledge that I might help
other people by having been involved.
This project has made me aware of the different
aspects of homelessness and how serious an issue
it is. (Annette)
I learned how to stay calm and get on with what I
had to do.