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Case Studies

Case Studies

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Stockport Council: Employee Survey

Stockport Council wanted to understand employees' experiences of working within the organisation and to assess progress against key organisational priorities, including leadership, communication, wellbeing, organisational culture, equality, diversity and inclusion (EDI), and employee engagement. The study sought to identify strengths and areas for improvement across different directorates and employee groups, while also tracking changes over time against previous staff surveys. Particular areas of interest included perceptions of senior leadership, workplace wellbeing, communication, learning and...

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Case Studies

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Sandwell Council: Budget Consultation and Residents’ Survey

Sandwell Council commissioned M·E·L Research to undertake a large-scale consultation with residents to inform the Council’s budget-setting process for 2026/27. The research was designed to provide robust evidence on residents’ priorities, views on local services, and attitudes towards potential approaches for balancing the Council’s budget in a challenging financial climate. The wider context for the work was significant financial pressure facing local government, alongside increasing demand for services linked to the cost-of-living crisis, inflation and rising...

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Case Studies

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RHS: Framework Outcomes Workshops

The Royal Horticultural Society (RHS) commissioned M·E·L Research to support the development of an organisation-wide outcomes framework that could provide a consistent and shared understanding of the impact of RHS activities across the organisation. The framework was intended to create a common language for discussing outcomes, support future evaluation activity, and help align teams around shared objectives and priorities. The project was designed to bring together perspectives from across the organisation to identify, refine and structure the outcomes that RHS activities sought to achieve for...

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Case Studies

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CCW: Customer Experience Survey

CCW commissioned M·E·L Research to understand customer experiences of its Dedicated Support Team, a new function launched in April 2025 to provide additional support to customers with accessibility needs, customers who had requested reasonable adjustments, and others who needed a more bespoke service while CCW handled their complaints. The work sat in the context of earlier qualitative research by M·E·L Research, which had identified key service priorities including active listening, knowledgeable advisers, clear expectations, and action and accountability. CCW wanted independent customer feedback on...

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Case Studies

NSPCC: Brand Tracking Study Provider

NSPCC commissioned M·E·L Research to deliver an annual brand tracking study among professionals working to keep children safe. This study formed part of a longitudinal programme, with this wave representing the fifth iteration, enabling robust trend analysis over time. The core purpose of the research was to monitor NSPCC’s brand health, understand perceptions and usage of its services, and identify emerging safeguarding challenges to inform strategic decision-making. The target audience comprised safeguarding professionals with decision-making responsibilities across a range of...

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Case Studies

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Harrow Council: Residents’ Survey Provider

M·E·L Research was commissioned by Harrow Council to deliver a large scale resident survey to understand views on local services, priorities and overall satisfaction. The findings were intended to support strategic planning and performance monitoring, ensuring resident feedback was clearly aligned with the council’s wider mission and objectives. A key requirement was to generate robust, representative data at scale, while also enabling deeper insight into how perceptions vary across different communities and geographies. The council also required benchmarking against national measures and comparison with previous...

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Case Studies

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Vico Homes: Employee Survey

WHD (now Vico Homes) commissioned M·E·L Research to deliver a staff engagement survey following its organisational rebrand. The survey formed part of a wider programme to understand colleague perceptions during a period of change, including views on organisational identity, communication, leadership, and workplace experience. The key objective was to capture organisation-wide feedback to inform future internal strategy and support the transition to Vico Homes. A particular challenge was ensuring strong engagement across the workforce and capturing honest feedback during a period of change...

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Case Studies

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Cumberland Council: Residents’ Survey

The client was Cumberland Council, a newly formed local authority created by bringing together services from multiple former district and county councils. As a new organisation, the Council did not have any existing residents survey data and therefore lacked a baseline to understand resident perceptions, satisfaction, and priorities. The core business need was to generate robust, representative insight into residents’ views to inform decision making, service improvement, and future performance tracking. The Council also wanted to benchmark findings against national data from the Local Government Association...

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Case Studies

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Biffa: Waste Management Consultation

The client was Biffa, working in partnership with local authorities in Hastings, Rother and Wealden. The research was commissioned to provide insight into resident satisfaction with domestic waste and recycling services across these areas. The core business need was to understand how residents perceive service performance and to identify areas for improvement in both service delivery and communications. The research also aimed to track changes over time by comparing results with previous surveys, enabling Biffa and partner councils to assess whether service improvements had been maintained or where performance may be declining.

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Case Studies

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Croydon Council: PRS Licensing Public Consultations

Croydon Council commissioned M·E·L Research to design and deliver a statutory public consultation on proposals to introduce new property licensing schemes across the borough. The proposals included a Selective Licensing scheme covering 14 wards and a borough-wide Additional Houses in Multiple Occupation (HMO) licensing scheme. These were intended to improve housing conditions, management standards, and reduce anti-social behaviour within the Private Rented Sector (PRS). The consultation was set against a backdrop of increasing reliance on privately rented...

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Case Studies

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Your Housing: Tenant Satisfaction Measures (TSM) Survey

M·E·L Research was commissioned for the second year in a row to support Your Housing to complete their annual Tenant Satisfaction Measures surveys with their LCRA and LCHO tenants. Your Housing had taken a telephone survey approach, with interlocking quotas to achieve a representative sample of customers. Whilst the project initially was for additional fieldwork support to boost the final TSM numbers (around 250 surveys required) with the majority falling with the LCRA cohort this moved to having to achieve very specific quotas amongst the LCHO population.

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Case Studies

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Sport Wales: Partner Support Project Pilot

Sport Wales commissioned M·E·L Research to deliver a pilot project designed to open up dialogue with funded partners and better understand their experiences of receiving support. The wider context for this work was a desire to ensure that support provision remained relevant, effective and responsive to the evolving needs of a diverse partner base, including National Governing Bodies (NGBs), National Partners and Regional Sport Partnerships. The core business need was to generate evidence-based insights that could help shape and improve the support offer. Specifically, Sport Wales wanted to understand how their support was...

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Case Studies

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Coventry City Council: Household Survey

In 2024/25, we used a mix of postal ‘push to web’ letter as well as face to face interviewing. Similar to methods used within the 2022 and 2021 survey. Using GIS Mapping software, which includes Royal Mail’s Postcode Address File (PAF), we randomly selected 20,000 households across the city, stratified by Middle Layer Super Output Areas (MSOA) and Indices of Multiple Deprivation. Each sampled address was sent a letter explaining the nature of the research and how to take part online by entering a unique reference number. Within the invite letter, the household member with the next birthday, aged 16 and over, was...

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Case Studies

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Winning Scotland: Ripple Effect Mapping Training

M·E·L Research delivered Ripple Effect Mapping (REM) training for Winning Scotland, supporting the rollout of the Planet Youth prevention model across six local authority areas in Scotland. REM focuses on discovering and understanding the impacts or effects of a programme, project or intervention using multiple stakeholders. REM adopts a strengths-based approach and looks at how certain actions or efforts play a role in causing the observed changes. The idea is to identify changes or effects and how an intervention caused them – this approach helps to visually map out the outcomes and impacts of a...

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Case Studies

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Historic England: Public Response to Climate Related Heritage Loss

Historic England is responsible for helping people to care for, enjoy and celebrate England’s historic environment. This environment is increasingly vulnerable to climate-related impacts such as flooding, coastal erosion, and temperature fluctuations, which threaten historic buildings, landscapes and archaeological sites. The organisation identified a gap in understanding public perceptions of climate-related heritage loss—specifically, how aware people are of the issue, how they emotionally respond to it, and what drives or prevents them from taking action to...

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