Section 1

Introduction

1.01 Focus and purpose of the guidance

1.02 Policy background

1.03 The focus of the inspection process

1.04 The principles of the guidance

1.05 How to use this guidance

Section 2

Key principles of quality in research

2.01 Develop a strategic framework for service user consultation

2.02 Adopt a utilisation focus to research

2.03 Use appropriate methods

2.04 Ensure methods used are fit for purpose

2.05 Rethink representation

2.06 Define the research population clearly

2.07 Ensure the research and consultation is inclusive

2.08 Engage service users in the process

2.09 Adopt ethical research practices

2.10 Use feedback for learning and action

2A Assessing quality in research and consultation

Section 3

Issues and concerns in research and consultation

3A Concerns and challenges

3.01 Overcoming research fatigue

3.02 Representativeness: how important is it?

3.03 Assessing satisfaction and expectations

3.04 Making the most of what you already know

3.05 Getting more regular information

3.06 Measuring change over time

3.07 Using research to promote participation and build capacity

• Involving service users in research – Dundee City Council

3.08 Making research and consultation as inclusive as possible

3.09 Feedback from service users in rural areas

3.10 Sharing ideas and resources amongst landlords

3.11 Reporting and acting on findings

3.12 Getting your colleagues interested in service user feedback

3.13 Options for organising and managing research and consultation

3.14 Budgeting for research and consultation

3.15 Typical challenges for social landlords

• Making the most of satisfaction surveys – The Moray Council

• Beyond surveys: using other approaches – Grampian Housing Association

• Using research to promote participation and build capacity – Southside Housing Association

• Researching excluded and ‘hard to reach’ communities – Dundee City Council, Angus Council and Perth and Kinross Council

3B Different approaches

3.16 How to choose an appropriate method

3.17 Action research: is it relevant?

3.18 Using feedback from staff

3.19 Being appreciative: finding out what’s working well and why

3.20 Using ICT to gather service user feedback

• Use of the web - Grampian Housing Association

3C Quality issues

3.21 Skills for interviewing

3.22 Ethical practice in research

3.23 Freedom of Information and Data Protection

Section 4

Techniques and tools

4A Using existing information

4B Quantitative methods

4.01 General satisfaction surveys and opinion polls

4.02 Planning and designing useful surveys

4.03 Planning for high quality surveys

• A Residents’ Satisfaction Survey - Queens Cross Housing Association

4.04 Servqual

4.05 Customer and other panels

• Customer Panels - Count me in – Grampian HA

4.06 Service specific, recent contact and exit surveys

• Routine surveys for monitoring purposes – Queens Cross HA

4.07 Continuous monitoring surveys

• Continuous Monitoring of Tenant Satisfaction (CMTSS) – Ayrshire North CHO

4.08 Mystery shopping

• Mystery shopping - Aberdeenshire Council

• Mystery shopping using tenants – Aberdeen City Council

4C Sampling strategies and issues

4.09 Random or probability sampling

4.10 Non-random or non-probability samples

4D Qualitative methods

4.11 Qualitative in-depth interviews

4.12 Group interviews and focus groups

4.13 Using stories

• Using stories of homelessness - South Lanarkshire Council

4.14 Participant observation

4.15 Significant event analysis

4.16 Using comments, compliments and complaints as feedback

4E Participatory techniques

4.17 Citizens’ and other juries

• Citizens’ Juries - Blackburn Citizens Jury

4.18 Public meetings, workshops and conferences

4.19 Participatory Appraisal

4.20 Photovoice

4.21 Storydialogue

4.22 Open Space Technology

4.23 System mapping

Section 5

Further resources and guidance

5.01 Further resources

5.02 Publications

5.03 Links to further external guidance