Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Great Yarmouth Borough Council commissioned M·E·L Research to carry out a Tenant Satisfaction Measure (TSM) survey to gather feedback from residents. This was the first survey Great Yarmouth Borough Council have run in line with the TSM guidelines. The survey followed on from the previous STAR survey M·E·L Research carried out in 2022.
The aim was to gain a better understanding of the levels of satisfaction residents have with their homes and the associated services provided. The questionnaire design followed the Tenant Satisfaction Measure (TSM) guidance, ensuring the collection of robust data on the resident experience and perception.
The questionnaire used the set of core TSM questions, along with a selection of extra questions focusing on several service areas consistent with the TSM guidance, to provide comparison and consistency with the previous STAR survey.
Postal surveys were sent to all residents with a reminder sent three weeks later to those who had not responded.
An online link was also provided, giving residents the option to complete the survey online. In total, 1,681 responses were received – a margin of error of +/-2.37% at most.
After the data was analysed, a full written report was provided, which included benchmarking of the performance of Great Yarmouth Borough Council in the TSMs against national data provided by Housemark. Our report also included actionable Key Driver Analysis of the core measures to understand how satisfaction withs specific aspects of the service provided by GYBC’s Housing Service correlates with overall satisfaction, and spatial analysis of the results by Ward to understand if there were any geographical variations in results. These added value elements ensure that the findings can be actioned effectively by the team at GYBC.
