ABOUT US
A research partner you can trust
CUSTOMER CASE STUDY
Folkestone & Hythe District Council
The team at In-house were an absolute pleasure to work with
Their set up, products and approach are really-well thought out, from the initial contact, you can tell that a lot of effort has been made and everything we had on our specification was considered.
— Loren Paine,
Tenant Engagement Specialist
ABOUT
Folkestone & Hythe District Council is the local authority for the Folkestone and Hythe area in Kent, led by Green Party Leader Jim Martin (May 2023), with 30 councillors overseeing services, including housing.
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Folkestone & Hythe District Council is responsible for services across a 140-square-mile area with a population of over 100,000, managing some 3,300 homes.
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The district council's current strategic goals include the "Folkestone – A Brighter Future" regeneration scheme and meeting high government housebuilding targets through its local plan, including the development of the Otterpool Park garden town.
APPROACH
1
Postal + CAWI + CATI
Print and deliver postal survey to all tenants with online option. CATI to reach final number required
3
Updates
Weekly updates on response volumes
5
Summary
Presentation summary with headline results
2
Online Dashboard
Instant access to real-time tracking of scores, insights and comparisons
4
Data
Raw data tables of all final responses
6
Detailed Report
Final full, detailed infographic report, with a breakdown for each question
TIMELINE
February 2025
Quotation and full proposal sent
May 2025
Sample analysis of stock and tenant profile representation
September 2025
Final summary and
reports delivered
February 2025
Initial contact and request for quotation
March 2025
Proposal accepted
June-August 25
Fieldwork and surveys began and completed
ONLINE DASHBOARD
DAILY UPDATES
Overnight data is refreshed to present the latest tenant feedback.
BENCHMARKS
Previous years’ results & RSH data incorporated for benchmarking
FILTER & COMPARE
Ability to filter by a range of tenant and stock demographics
AI ANALYTICS
Using artificial intelligence to provide sentiment scoring, insights & deeper understanding of free text responses
EXPORTS
Reports and data easily exported to PowerPoint, PDF or Excel at the click of a button
BREAKDOWNS
Offering insights across tenure types, patches, stock demographics, methodologies and a range of tenant backgrounds
The dashboard is incredible, there are so many options and ways to interpret the data, it has honestly been the best experience with a contractor for the TSM’s so far.
RESULTS
After completion of the Tenant Satisfaction Measures (TSM) survey, Folkestone & Hythe took the results and analysed them to produce an action plan, which was published for their tenants and cascaded out to the internal teams it involved.
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It was also presented at their core tenant meetings and leadership/cabinet meetings.
In-house Research completed a full analysis of the results and comments from the TSM’s and made relevant recommendations, saving Folkestone & Hythe time in their communications and insights.
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From the results Folkestone & Hythe were able to determine that they needed to develop more ways to be an involved tenant for matters that are operational that affect tenants in their day to day lives. This led to them creating their Neighbourhood Services and Communications group.
PROJECT HIGHLIGHTS
3,352
Postal surveys issued
403
Postal returns received and processed
95
Web returns
194
Telephone interviews
10 minutes
Average telephone interview length
— Mike Bailey,
Tenant Engagement & Independent Living Manager
We are delighted to be working with In-house research to deliver this year’s tenant satisfaction survey for us. Their communication with us has been excellent, and they recognise the importance of seeking honest feedback from our tenants, which we can use to improve the housing services we deliver. The ability to access real-time data via In-house’s dashboard will also be hugely beneficial to us.