EPIC Partnership Announcement

In-house Research is delighted to announce a new partnership with EPIC (Empowering People Inspiring Communities Ltd.) to deliver its 2026/27 Tenant Satisfaction Measures (TSM) survey programme.

EPIC is a charitable Registered Provider managing around 1,400 homes across Stoke-on-Trent, primarily within Bentilee, Meir and Hanley. With a strong commitment to listening to tenants and using feedback to shape services, EPIC has chosen to continue with a mixed-methodology approach following the success of previous survey rounds.

Working collaboratively with the EPIC team, we have developed a tailored programme designed to maximise tenant engagement and ensure a representative sample of feedback is achieved. The survey will incorporate a combination of online surveys (CAWI), postal questionnaires and telephone interviews (CATI), helping to ensure tenants can participate using the method most accessible and convenient for them.

Alongside the 12 mandatory Tenant Satisfaction Measures, the survey will also include additional service-focused and optional equality, diversity and inclusion (EDI) questions to provide deeper insight into tenant experiences across different demographic groups. This approach supports EPIC’s commitment to understanding the needs of all residents and identifying opportunities for continuous improvement.

All research activities will be conducted in accordance with the Market Research Society’s Code of Conduct and in line with the Regulator of Social Housing’s requirements and guidance, ensuring the highest standards of transparency, integrity and data quality throughout the project.

Tracey Johnson, CEO at EPIC, said:

“Tenants’ experiences and opinions are very important to us, and the Tenant Satisfaction Measures provide an important opportunity for them to tell us what’s working and where we can do better. Partnering with In-house Research supports our commitment to transparency, learning and shaping services based on the needs of tenants.”

We are extremely excited to be working with EPIC and look forward to engaging with residents over the coming months to help deliver meaningful insight that supports positive change and improved tenant experiences.