Case Studies

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. 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.

This was the first survey Great Yarmouth Borough Council have run in line with the TSM guidelines. 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.

M·E·L Research needed to provide methodological rigour which balanced with the wider TSM guidelines, allowed for ability to benchmark data with other councils and public sector bodies (in this case against Housemark data), an ability to correlate data across the most recent TSM survey and the earlier TSM surveys that M·E·L had previously produced for Cannock Chase Council. Given the subject matter an inclusive approach to research participation, a positive experience for residents taking part, and ensuring representativeness of the Cannock Chase response profile was key.