Enhancing Tenant Satisfaction Through Expert Insights

Specialists in tenant satisfaction surveys and focus groups, we help social landlords increase tenant engagement and better understand their tenants’ needs and priorities

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Why Work With Us?

At Knowledge Partnership, we empower social landlords to improve tenant satisfaction through tailored market research.

By combining expert survey design with in-depth analysis, we deliver actionable insights that drive service improvements.

Trusted by housing associations, councils, and co-ops across the UK, we’re known for our reliable, responsive, and results-driven approach.

Our commitment to the UK Market Research Society’s Code of Conduct ensures that every research project we undertake is executed to the highest standards of professionalism, research excellence, and business effectiveness.

Their expertise, professionalism and in-depth knowledge has been unwavering, and they always deliver highly effective results.

Their expertise, professionalism and in-depth knowledge has been unwavering, and they always deliver highly effective results.

Our Services

Tailored survey approaches delivering deep insights into tenant characteristics and the drivers of tenant satisfaction

Pulse Surveys
Monthly and quarterly tracking of tenant satisfaction providing regular feedback on performance
Tenant Satisfaction Surveys

Collecting data on a wide range of performance measures and identifying areas for improvement

Focus Groups

Exploring tenants’ expectations and experiences to understand social landlord satisfaction levels

Equality, Diversity and Inclusion

Collating tenant profiling information for a complete EDI understanding and compliance with regulatory guidance

Want to learn more?

Trusted by Housing Professionals

We have used Knowledge Partnership for a number of years now and receive
an excellent service.

Their data analysis is first class, and they are always willing to go that bit further.

Graeme Aitken

Parkhead Housing Association

Housing Regulation and Compliance

Across the UK, Tenant Satisfaction Surveys need to comply with the regulatory requitements of national housing organisations such as the Scottish Housing Regulator.

With over 20 years tenant surveying experience, we are fully conversant with these regulatory regimes and with the guidance and standards that need to be applied to ensure full survey compliance.

Scotland’s Housing Network

In Scotland, Knowledge Partnership is recognised as a supplier of Tenant Satisfaction Survey services by Scotland’s Housing Network (SHN), a membership organisation for local authorities and registered social landlords in Scotland.

We have an agreement in place with Scotland’s Housing Network to provide survey discounts to their members.

Glen Housing Association have worked with Knowledge Partnership for a number of years most recently on our 2024 Tenant Satisfaction Survey. We have kept returning to this organisation for survey works due to the quality of the final documentation but also the professional, yet approachable manner in which the survey works are carried out.

From the start of the process, agreeing the questions required and the format they will be presented in, right up to assisting with tenant workshops to scrutinise the responses received there is meticulous attention to detail but also presented in a practical and meaningful way. We will definitely be working with Knowledge Partnership again.

Anne Dickie

Glen Housing Association

Hillcrest Homes has enjoyed a fantastic working relationship with Knowledge Partnership for many years now.

Our tenant satisfaction survey is one of the key projects they carry out for us. Their expertise, professionalism and in-depth knowledge has been unwavering, and they always deliver highly effective and valuable results.

Hillcrest Homes

Craig Brown

Landlords we work with

Meet The Team

We transform complex data into actionable insights, leveraging our expert team’s 20-year track record in market research and survey design for housing professionals.

Alan Kennedy

Principal Consultant
Our Principal Consultant is Alan Kennedy, an expert in quantitative and qualitative research. Over 20 years, social landlords across the UK have benefited from his knowledge and expertise in tenant satisfaction surveying, pulse surveys, and promoting tenant engagement in landlord research.

Kirsty Traynor

Survey Manager
Our Survey Manager is Kirsty Traynor. Kirsty is responsible for the oversight of all fieldwork activity including creating field materials, producing status reports, and managing field interviewing staff. Kirsty is a member of the UK Market ResearchSociety.

FAQ’s

Here we provide the answers to your most commonly asked tenant satisfaction survey questions

Make sure that tenants are made aware of your survey before you start. Communicate by letter, text, or email, telling them when the survey will begin, when it will end, and how long the questionnaire will take to complete.

Promote the survey on an ongoing basis and ensure that tenants have clear information about who to contact in your own organisation or your research partner for any questions. Emphasise the confidential nature of the research and that all of the tenant’s responses will be treated as anonymous.

There are no hard and fast rules here as the number of tenants you need to survey depends on the mix of your budget, the time you have available to collect the raw data, how accurate you need the information to be, and the size of the total population of tenants that you are surveying from within. 

As a rule of thumb, 400 to 500 completed surveys should provide a reliable picture of tenant satisfaction, although some social landlords like to survey more tenants than this, particularly when they have a diverse range of property types, client types and locations.

Social landlords have traditionally used a variety of techniques to carry out tenant satisfaction surveys.

There are however differences in outcomes when comparing those surveys which are interviewer led using face to face or telephone methods, and those which are administered to tenants to self-complete using postal or online questionnaires.

Interviewer led surveys have more scope than non-interviewer led methods to influence who is responding to a survey and therefore tend to include a balanced range of tenant opinion.

Self-completion surveys by contrast do not offer any form of control over who responds to the survey meaning that the results can sometimes be influenced by those tenants who have a particular reason to respond; which can often be a less positive one.

The margin of error provides one measure of the accuracy of your survey results and stems from the inter-locking of the tenant population size, the number of survey responses, and the degree of variability of the responses to any particular survey question.

In many cases, the margin of error assumes no or limited knowledge of the likely spread of results in the target population and once calculated, will indicate by how many percentage points your  survey results might differ from the real population value.

For example, a 95% confidence interval with a 4 percent margin of error means that your survey results will be within 4 percentage points either side of the real population value 95% of the time.