Become a Mystery Shopper

Becoming a mystery shopper

At PFH we aim to deliver first class homes and services to all residents and as such we take resident satisfaction and feedback very seriously. 

The Mystery Shopper feedback will enable PFH to better understand our service performance against our service standards from a resident’s perspective. It will help PFH to check the accessibility of our services and help to identify areas for improvement.

Register your interest

Frequently asked questions

Here are some suggested Mystery Shopping Scenario’s:

  • Call Scoring
  • Reporting a repair during business hours
  • Reporting a repair out of hours
  • The repair experience
  • Grounds Maintenance Visits – Communal and Private
  • Contacting PFH via email or PFH Connect
  • Health and wellbeing events
  • Retirement Living plus – Communal area inspections
  • Planned Maintenance
  • Aids and Adaptations

In the role of volunteer ‘mystery shopper’ residents will review a selected service area and complete a feedback form. This could be in the form of scoring any calls you make to PFH, or providing feedback on a repair from start to finish, or even attending one of our many health and wellbeing events and letting us know how you found the activity.

By undertaking surveys and providing PFH with valuable feedback from the viewpoint of a resident.

This will vary depending on the mystery shopping scenario.

The Mystery shopping programme is for all current and future residents and will help PFH to identify areas for improvement and shape our service standards in the future.

The Customer Experience Manager will go through the feedback process with you and provide you with all the necessary information and guidance needed to successfully complete the mystery shopping task.

Contact us by phone, email, fill in this form or use your PFH Connect Device to register your interest, and our Customer Experience Manager will be in touch.