New Client Spotlight: Folkestone & Hythe District Council

At In-house Research we are very excited to have started working with a new partner, Folkestone & Hythe District Council, to deliver their 2025/26 Tenant Satisfaction Measures (TSM) survey.

Hythe Seafront

Folkestone & Hythe District Council (F&HDC), manages over 3,300 homes in Folkestone, Hythe and Romney Marsh and is very keen to understand their tenants’ views and to give them an opportunity to be heard.

We have worked with the team at F&HDC to review the questions set and updated the survey to include some new questions.  These go beyond the standard 12 tenant perception measures and reflect the council’s commitment to engage with their tenants, and use feedback to drive improvements. We’ve also added some optional equality, diversity, and inclusion (EDI) metrics to provide a richer understanding of tenant views across different demographics.

We are using a multi-modal methodology starting with a postal survey which will be sent to all tenants. They are requested to complete and return the paper questionnaire directly to In-house Research using a supplied postage-paid envelope, or they can access the survey on-line (via a URL or QR code).

Our brilliant, in-house, Telephone Research Unit will undertake ‘mop up’ telephone interviews to achieve the number of responses targeted by the council (which is more than the Regulator’s minimum requirement). This will also help us to balance responses from different groups to ensure those tenants responding are representative of the overall population.

We’re looking forward to engaging with F&HDC’s residents in the coming months and supporting the council’s commitment to deliver the best housing service for its tenants.

Mike Bailey, Tenant Engagement & Independent Living Manager at Folkestone & Hythe District Council, said:

”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.”