Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
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.
The survey ran from February to March 2025 and was designed to reach tenants across all eligible housing types, General Needs, Sheltered, Supported, and High-Rise accommodation. M·E·L Research managed the entire process, including survey design, sampling, fieldwork delivery, weighting, and reporting. A mixed-method approach was used to maximise accessibility and response rates: telephone and online surveys for General Needs tenants, and postal surveys for Sheltered, Supported and High-Rise tenants.
A total of 1,027 surveys were completed from 4,267 occupied properties, achieving a 24% response rate. This exceeded the Regulator’s requirement for statistical confidence and represented a 6-percentage-point increase in participation from 2023/24. M·E·L Research ensured that all demographic and tenure groups were proportionately represented through careful sampling and data weighting based on tenure, property type, age, gender, and ward.
The survey explored tenants’ views across twelve core satisfaction measures, including overall satisfaction, repairs and maintenance, safety, communication, complaints handling, and neighbourhood management.
Analysis included year-on-year comparisons, subgroup analysis, and benchmarking against national sector medians published by the Regulator of Social Housing.
Key drivers of satisfaction were also identified and M·E·L Research’s work has provided Tamworth Borough Council with an evidence base that meets all regulatory standards and directly informs its improvement plans.
