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Case Studies

Case Studies

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The Office of Rail and Road: Annual Passenger Assist research

The Office of Rail and Road (ORR), the independent safety and economic regulator for Britain’s railways, has an established requirement that all Train Operating Companies (TOCs) and Network Rail maintain an Accessible Travel Policy (ATP). A key element of ATP delivery is the Passenger Assist service — a free service for disabled passengers or those who need help when travelling by rail. Passenger Assist allows passengers to book a range of support, from navigating stations to boarding and alighting trains, luggage handling, ramps, and taxi transfers when needed. ORR commissioned M·E·L Research to conduct another wave of its annual Passenger Assist research.

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Case Studies

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Help for Heroes: Supporter & Potential Supporter Segmentation

Help for Heroes commissioned M.E.L Research to develop a detailed segmentation of the UK charity-giving public, focusing specifically on individuals who support – or could be encouraged to support – military and veterans’ charities. The charity sought an evidence-based understanding of the motivations, behaviours and communication preferences of potential supporters, with a view to strengthening engagement, improving message resonance, and ensuring its offer aligns with what matters most to supporters and prospective supporters.

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Case Studies

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The Association of Independent Museums: Land and Outdoor Spaces Management

The Association of Independent Museums (AiM), with partners including Arts Council England, Welsh Government and the National Museum Directors’ Council, commissioned M·E·L Research to explore how museums and heritage organisations managed their land and outdoor spaces. The commissioners recognised that, although many museums held substantial green and blue space – from small courtyards and gardens to meadows, woodland, farmland and industrial landscapes – there was little sector-wide evidence on how this land was being used, or how it could support organisations’ social, environmental and financial goals.

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Case Studies

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Barnardo’s: Evaluation of Children’s Mental Health Service

Barnardo’s commissioned M·E·L Research to carry out an independent evaluation of the Children that We Care For (CtWCF) Mental Health and Wellbeing (MHWB) pilot service in Sandwell. The service was delivered in partnership with Sandwell Children’s Trust and aimed to address a clear gap in emotional and mental health support for children that are cared for and care experienced young people. Nationally, demand for children and young people’s mental health support has grown, with a higher proportion of children and young people living with probable mental disorders.

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Case Studies

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Blaby Distrct Council: Evaluation of Housing Enablement Team (HET) Service

The evidence presented in our report highlights the significant role that the Housing Enablement Team (HET) plays in supporting timely hospital discharges and preventing delayed transfers of care. Over the last decade, the service has grown substantially, now working with more than 2,000 patients per year, many of whom face complex housing and social challenges that would otherwise prevent a safe and timely discharge. Analysis of the available data demonstrates that the HET provides a rapid, effective response.

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Case Studies

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Barnardo’s: Programme Evaluation of The Children and Young People’s Health Equity Collaborative (CHEC)

The Children and Young People’s Health Equity Collaborative (CHEC) was a three-year partnership between Barnardo’s, the UCL Institute of Health Equity (IHE), and three Integrated Care Systems (ICSs) - NHS Birmingham and Solihull, NHS Cheshire and Merseyside, and NHS South Yorkshire. Its vision was that all children should enjoy good health and positive wellbeing, reduce child health inequalities and improve the outcomes for CYP from underserved communities by acting on the social determinants of health.

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Case Studies

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Mind’s Big Mental Health Survey 2025

Mind commissioned M·E·L Research to deliver the Big Mental Health Survey 2025, a major study exploring how people in England and Wales experience and access mental health support across primary care, voluntary/third sector organisations, and digital platforms. This large-scale survey — the first since 2019 — was designed to provide post-pandemic evidence on how well people are being supported when they reach out with a mental health problem. It forms part of Mind’s eight-year programme funded by the Dangoor Family’s Exilarch’s Foundation, with future waves planned for 2026, 2028 and 2030.

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Case Studies

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The London Borough of Tower Hamlets: Residents’ Survey

The London Borough of Tower Hamlets commissioned M·E·L Research to deliver its 2025 Residents’ Survey, continuing a long-standing annual series to track local perceptions of life in the borough and satisfaction with Council services. The Council wanted robust, comparable evidence to understand: How residents feel about their neighbourhood, community cohesion, and safety. Levels of satisfaction and trust in the Council, and perceived value for money. Key public concerns around crime, health, wellbeing, and affordability. Shifts over time, compared with the 2023 and 2024 surveys and national benchmarks.

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Case Studies

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London Borough of Sutton: Employee Pulse Survey

The London Borough of Sutton commissioned M·E·L Research to deliver its Employee Pulse Survey 2023, a follow-up to the 2022 survey designed to track how staff feel about working for the Council. The Council’s goals were to assess employee engagement and morale following a period of significant organisational change. Understand staff views on leadership, communication, inclusion, wellbeing, and hybrid working. Identify areas for improvement to inform the Council’s ongoing People Strategy and “Ambitious for Sutton” Corporate Plan.

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Case Studies

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Midlands Industrial Ceramics Group: Event Feedback Survey

Our client, the Midlands Industrial Ceramics Group, is a collaboration aimed at positioning the Midlands as a global leader in advanced ceramics innovation. Their members include industrial and academics partners that form part of the manufacturing and research base for advanced ceramics in the Midlands. By leveraging research and industrial expertise, the group focuses on developing advanced ceramic materials that revolutionize industries ranging from aerospace to healthcare.

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Case Studies

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Tamworth Borough Council: Tenant Satisfaction Measures Survey

M·E·L Research was commissioned by Tamworth Borough Council to deliver its 2024/25 Tenant Satisfaction Measures (TSM) survey, part of the Council’s statutory requirement under the Regulator of Social Housing’s framework for social landlords. The project aimed to provide a robust and representative assessment of tenants’ satisfaction across key aspects of the housing service, while also identifying opportunities for service improvement and tenant engagement.

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Case Studies

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Consumer Council for Water: Customer Satisfaction Tracking Survey

We have conducted an ongoing customer satisfaction tracking survey, providing CCW with regular and reliable insights into how customers feel about their experiences. In addition to this, we have carried out qualitative exploration of customers’ journeys when escalating a complaint to CCW—whether involving their water or sewerage company, or water retailer. These insights have helped to shape internal understanding of the customer experience at each stage of the complaints process.

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Case Studies

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Breakthrough T1D: Supporting Ageing with Type 1 Diabetes

Breakthrough T1D is a leading global charity committed to accelerating life-changing breakthroughs to cure, prevent and treat Type 1 Diabetes (T1D). Alongside funding critical research into a cure, we are also deeply invested in improving lives today—through better technology, healthcare access, and emotional and informational support for everyone living with T1D. One area of growing importance is the experience of ageing with Type 1 Diabetes.

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Case Studies

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Office for Nuclear Regulation Employee Survey

M·E·L Research completed an employee satisfaction study for the Office for Nuclear Regulation to understand employee’s experiences of working at ONR, 3 years on from the last survey. ONR provided a contact list for all of their employees. An email with a unique survey link was sent to all employees to encourage them to complete the survey. Regular reminders were sent throughout fieldwork, to dovetail with internal communications and maximise completion rate. Employees on maternity leave or long-term sick leave were sent a letter by ONR with a QR code linking them to the survey.

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Case Studies

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West Midlands Combined Authority (WMCA) Household Survey

M·E·L Research completed a research study for WMCA to gather insights into residents' opinions and experiences around social lives, use of digital technology for social connection, as well as connection and activity in the local community. Insights will enable WMCA to make more informed, inclusive, and effective decisions. By understanding residents’ needs, WMCA can better ensure its policies are equitable, responsive to ever-changing needs, and foster greater trust, transparency, and regional cohesion.

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