Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
The aim of this research was to understand general needs and sheltered housing tenants’ priorities and concerns and to produce insights to fulfil the Housing Regulator’s new requirement for an annual representative TSM Survey introduced in March 2023. Prior to the introduction of the TSM measures M·E·L Research had been undertaking STAR surveys with Leeds Federated Housing on a quarterly basis since 2021.
M·E·L Research needed to provide methodological rigour which balanced with the wider TSM guidelines, an ability to correlate data across the most recent TSM survey and the earlier surveys that M·E·L had previously produced for Leeds Federated with an inclusive approach to research participation and a positive experience for residents taking part.
The questionnaire was designed around the 12 core Tenant Satisfaction measures and expanded to include legacy questions dating back to 2021, to allow for satisfaction trends to be monitored. Further questions were designed to allow Leeds Federated to get a sense, from the tenant perspective, of where they are performing particularly well and where they could improve – additional questions included: rent value for money, overall satisfaction with their individual neighbourhoods, along with opportunities to get to the “why?” behind dissatisfaction through the inclusion of open questions.
The survey is conducted via telephone by M·E·L Research’s experienced CATI team who work at various times throughout the day and at weekends to ensure that residents are called at convenient times and that tenant response profiles do not skew heavily towards a particular cohort. Each quarter, Leeds share their tenant profile with M·E·L Research who clean the data and exclude individuals who have previously completed a TSM in the past year. From this group, 900 residents are sampled using random stratified sampling based on age and ‘area team’ under which they fall. This ensures the sample is representative of the broader stock.
On a quarterly basis, we provide Leeds Federated with a number of outputs; along with the data tables with key cross breaks, Leeds receive a written report to share with internal stakeholders which includes trend analysis and demographic breakdowns to illuminate any substantial variations. Within this report Leeds Federated are provided with both 12 month rolling scores along with the quarter specific scores, this allows them to see the whole picture for the year along with more granular detail. At the end of the financial year, Leeds Federated are provided with a PowerPoint presentation with more in-depth analysis that focuses on areas of change over the year and highlights any areas for future improvement.
This study supports further work we undertook for Leeds Fed, to develop a segmentation approach.
