The survey ran for four weeks from mid-December to mid-January and was delivered mainly through digital channels, including email, SMS, Facebook, and Melville’s website. Around 70 tenants without digital contact details were also sent a postal copy.

The consultation was further promoted through Facebook and Melville’s Voice tenant newsletter. Tenants were also offered alternative ways to take part, including giving feedback by telephone or requesting a paper copy of the survey.

The 295 responses represent almost 14% of eligible tenancies (excluding properties leased to partner organisations such as Women’s Aid), reinforcing the success of Melville’s digital-first approach to tenant communication.

While the total was lower than the unusually high response rates seen in recent years, those results were influenced by specific one-off factors. This year’s response level provides a strong and reliable baseline for future engagement.

Read the full report.