Equality and Diversity mystery shop – what we learned and what we’re going to do What happened… Back in November, we met with customers from different protected characteristic backgrounds. These are in relation to race, age, gender reassignment, disability, sexual orientation.
We looked at YHN’s current commitments around equality and diversity, considered what they meant to customers and how they could make sure YHN are living them in our daily activities. For example, one objective we currently have is too make sure YHN gather, look at and use what we know about our customers from all different characteristics and use that to shape services.
The customers then set off and undertook 11 mystery shopping tasks to test our objectives covering things like: • • •
Checking out the physical environment of some of our housing offices and looking at accessibility in particular for customers with disability restricted mobility issues. Requesting useful information in alternative formats, such as large print material. Talking to staff to learn more about different community groups and how to connect with
these groups • Asking for specific help where English was not the customer’s first language • Finding out about YHN’s commitments to raising awareness, and promoting events like Northern Pride
What we learned… We found that staff were doing a lot of positive things in demonstrating the objectives in their normal, everyday duties. We were thrilled to hear that some great feedback from the mystery shoppers which included: ✓ Awareness from staff, demonstrated by enquiries taken by the Enquiry Centre and the Housing Offices. ✓ Good accessibility at our housing offices, with the benefits of level access and plenty of space to get around.