Research & Evaluation
Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Social Research ¦ Market Research ¦ Behavioural Insight ¦ Evaluation ¦ SROI
Real-time tenant insight that drives service improvement.
M·E·L Research has extensive experience of helping social housing providers to capture meaningful feedback from tenants about the services they receive and their wider interactions with landlords.
Alongside Tenant Satisfaction Measures (TSMs), transactional surveys provide continuous, real-time insight into the tenant experience — helping landlords identify service strengths, respond quickly to emerging issues, and drive ongoing improvement.
Our research supports housing associations and local authorities to better understand the experiences that shape tenant satisfaction, trust and perceptions of service quality.We deliver transactional survey programmes across all stages of the tenant journey, including:
New Homes and Lettings
Understanding the experience of moving into a new home, including:
Responsive Repairs
Repairs services are often one of the strongest drivers of overall tenant satisfaction. Our surveys help landlords understand the full repairs journey, including:
Safety and Maintenance Services
Capturing tenant experiences of essential services such as:
Anti-Social Behaviour (ASB)
Exploring how sensitively and effectively landlords respond to highly personal and often complex issues such as anti-social behaviour reporting and case management.
Inclusive Multi-Mode Data Collection: We use a flexible, multi-channel approach to maximise engagement and inclusivity, combining:
Our in-house team of experienced interviewers engages with tenants every day, helping us achieve strong response rates and capture rich, actionable feedback from a diverse range of residents.
Secure and Efficient Data Integration: We provide secure and efficient data transfer solutions, including API-based integrations where required. All data processing is fully GDPR compliant and supported by our ISO 27001 accredited information security standards.
Real-Time Alerts and Safeguarding Escalation: Our survey programmes can include automated alerts when:
Real-time escalation enables operational teams to take prompt remedial action and reduce risk.
Advanced Reporting and Insight Dashboards: Our online reporting platform provides users with immediate access to performance insight through intuitive dashboards and interactive reporting tools.Users can:
Integrated AI-powered text analytics help summarise large volumes of open-ended feedback, enabling faster identification of key issues and opportunities for improvement.
We deliver insight that goes beyond headline satisfaction scores. Our reporting helps:
Discover how our Tenant Satisfaction Measures Market Research services can empower your decision-making and enhance tenant satisfaction. Contact us today to discuss your specific needs and learn more about our tailored TSM solutions.
For any enquires about collecting and using Tenant Satisfaction Measures please contact us directly.
Ready to take the next step and learn how we can assist your organisation with on-going or ad-hoc TSM research and analysis?
“This is the third time we have used MEL and we are very happy with their services. They are competitively priced and provide a professional service. Previously used them for STAR surveys and this time for our first Tenant Satisfaction Measures perception survey. The reporting outputs from the survey are informative and provide intelligence where we can improve services. Would have no hesitation in recommending MEL for similar projects and will certainly look to use them again next year for another TSM survey.” – Cannock Chase (case study)
