The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious!
WHAT IF I KNOW SOMEONE WHO WORKS THERE?
You are not permitted to carry out visits where you may know any of the team members. If you carry out a visit and see someone you know, please notify us as soon as possible. Please do not inform staff that you are carrying out a visit.
WHAT IF I SEE SOME FRIENDS WHILST ON A VISIT?
Please bear in mind the party size agreed for your visit. Inviting friends over to join you on a mystery visit might invalidate your report.
WHAT IF I AM OFFERED SOMETHING COMPLIMENTARY
That's fine - you are able to accept complimentary items whilst on a visit. However, please bear in mind the alcohol limits as these should not be exceeded.
CAN I MAKE A COMPLAINT WHILE ON THE VISIT?
If you need to raise an issue during the experience, this is fine, provided you do so in a normal and courteous way, and you give the staff every opportunity to put things right. If you want to make a complaint after the visit, please check with us first.
WHEN CAN I EXPECT TO BE REIMBURSED? When your report has been reviewed by the Assessment Quality team, you will receive a confirmation email with a reimbursement date, which will be within 4 weeks of your visit. Your reimbursement will be paid to the ...
Cancelling and Rescheduling a visit.
CAN I CANCEL OR RESCHEDULE A VISIT? You can change your visit date or cancel your visit if your circumstances change. This should be done via the HGEM Go app or on the 'My scheduled visits' tab on the home page of your online profile. Please don't ...
Recording telephone calls
HOW DOES IT WORK? We provide a call recording service. If an assessment requires a call to be recorded, we will provide details of how to do this. You will need to enter the number to call and the visit ID. The person you are calling will not see ...
Booking visits with HGEM
HOW DO I BOOK A VISIT? To book a visit login to your account and select ‘Book a Visit’. Here you will be able to see all the visits available in your selected locations. Select the visit you are interested in, check you are happy with the visit ...
When a venue is full or not serving food
If your visit is during office opening hours and you can contact us without drawing attention to yourself, then please do so and we can advise you of what to do. WHAT IF THERE IS A WAIT TO BE SEATED? Most often when arriving at a venue that is full, ...