Transactional Surveys With Tenants

Transactional Surveys With Tenants

M·E·L Research have an extensive track record of capturing feedback from tenants about the services they receive from their landlord and wider landlord interactions.

Alongside Tenant Satisfaction Measures (TSM) these regular transactional survey programmes provide real-time insight that can help to identify both service strengths and areas for improvement.

Our experience includes transactional surveys to explore all stages of the tenant lifecycle:

• New homes and new lettings surveys to monitoring the quality of information provision; the condition of homes and the responsiveness to request for repairs or snagging resolution
• Monitoring the quality of a landlord’s responsive repairs service. This is commonly a key driver of tenant satisfaction, so understanding the repairs experience from appointment setting through to repair completion is vital
• Safety and maintenance related services including the experience of gas safety inspections, ground maintenance services and communal area cleaning
• How highly sensitive issues such as the reporting of anti-social behaviour are handled

Our transactional survey programmes use:

• Multi-mode data collection e.g. telephone and SMS in combination. Our telephone interviewing is delivered by our own highly trained team who are engaging with tenants on an almost daily basis. This experience delivers high response rates and insightful feedback
• Efficient and secure data transfers including API based integrations. All data processing is done in line with GDPR and our ISO 27001 accreditation
• In-built alerts when safeguarding risks or quality failures are identified. Real time alerts to service leads can enable remedial action
• An online reporting platform upgraded for 2025 that visualises key metrics, and allows data exploration and filtering.  For example, repairs service delivery per sub-contractor or patch can be identified and shared by applying in-built filters.
• Text responses can be summarised using A.I. analytics

The Insight We Deliver to Landlords

We create insight that informs senior leaders of current performance and cascades down to the front line, enabling empowered managers to make decisions quickly for the benefit of their customers.

Get in Touch

To discover an how an transactional survey approach can empower your decision-making and enhance tenant satisfaction please contact us directly.