QuestUpdate Mystery Visitor and Assessor
September 2026
Introduction: Hello everyone, we hope you’re all well and having a great month so far! Following feedback from our Assessors and Mystery Visitors, we’re making a change to how we share updates. Rather than producing longer quarterly newsletters, we’ll now be sending shorter, more focused monthly updates. This new approach will help us share important information, updates, and reminders with you more quickly and keep everyone informed in a more timely manner. As always, we’d love to hear from you. If you have any questions, examples of best practice, ideas, or topics you’d like us to cover, please let us know. We can then share responses and useful insights with the wider team as part of future updates.
Thank you for your continued support and feedback.
Upcoming Updates to Mystery Visit and Core Modules From January 2027, we will be introducing some updates to both the Mystery Visit (MV) and Modules in Quest for Facilities. These changes are designed to improve clarity and consistency, making it easier to understand exactly what information is being requested throughout the process. While the overall requirements remain unchanged, some questions have been reworded, refined, or split into separate sections to provide clearer guidance and support more accurate reporting. Further details on these changes will be shared in the October Update. In addition, training webinars will be arranged if required to help Assessors and Mystery Visitors familiarise themselves with the updated materials and expectations. We appreciate your continued support and will ensure plenty of guidance is available ahead of the implementation date.
1
For further information, please contact quest@rightdirections.co.uk or call 01582 840078.
Important Reminder
Assessment and Mystery Visit Bandings We would like to remind all Assessors and Mystery Visitors that bandings must not be shared with the customer on the day of the assessment. This includes the mystery visit banding and any overall provisional bandings. In some cases, a Mystery Visit may not have been fully proofread before the assessment takes place, particularly where reports have been received close to the assessment date. Also, following the proofreading process, bandings may be amended either upwards or downwards. The same applies to assessment bandings, which may also be adjusted following moderation, proofreading, or quality assurance reviews. Providing bandings before the formal approval process has been completed can create unnecessary challenges for both the Quest team and facility staff. If a banding changes after being communicated, it can lead to confusion, disappointment, and difficult
2
conversations that could easily have been avoided. To help ensure consistency and avoid potential misunderstandings, please limit your feedback on the day to general observations and constructive commentary only. In particular, it is helpful to highlight: • Good practice observed during the visit • Any significant cleanliness concerns. • Lifeguard standard concerns • Health and safety issues requiring immediate attention • Key strengths and areas for improvement that would support continuous improvement The Quest team will communicate all confirmed bandings through the appropriate channels once the quality assurance process has been completed. Thank you for your support in helping us maintain a fair, consistent, and professional assessment process for all customers.
For further information, please contact quest@rightdirections.co.uk or call 01582 840078.