15th July 2025
New laws like the Social Housing (Regulation) Act and Awaab’s Law are raising the stakes for landlords. You now need to demonstrate not just service delivery, but that tenants genuinely feel heard and protected. And the risks for falling short? Up to £100k per breach, plus reputational and legal fallout.
Social housing providers know the pressure is mounting. With rising tenant expectations, tighter regulations and overstretched teams, the need for better digital services is clear. But many organisations feel stuck – held back by legacy systems, complex internal processes and fear of the cost or disruption of change.
And for many housing providers, this raises urgent questions:
The good news? True transformation doesn’t have to start with a system overhaul. In fact, some of the biggest service improvements come from small, focused steps – reworking a single journey, automating a time-consuming task or giving tenants better ways to self-serve. All without ripping out what you’ve already invested in.
Most housing providers already know what needs to change: faster repairs, fewer complaints, better tenant outcomes and compliance without the scramble. But achieving that can feel out of reach when core systems seem inflexible.
It’s easy to assume that full system replacement is the only route. But that often brings:
Instead, focus on the outcomes first. By integrating modern tools, automating high-impact processes and unlocking siloed data, you can redesign how services work around the people who use them. Without starting from scratch.
This isn’t about avoiding investment. It’s about making the right investment. One that delivers change faster, with less risk and real results for your teams and tenants.
Is your organisation really ready for Awaab’s Law Compliance?
Here’s a quick litmus test. How many of these can you confidently answer “yes” to?
If you’re hesitating on any of these, explore our practical guide to preparing for Awaab’s Law.
Every housing provider has areas where staff time is drained and tenant experience suffers. These are ideal starting points for redesign:
Modern automation tools and low-code platforms can handle many of these tasks, quickly and at scale. This doesn’t just improve efficiency. It helps frontline teams focus on human work, not repetitive admin. Book a quick demo to see how Tenant Hub works.
Smart automation doesn’t just save time. It ensures urgent repairs meet legal deadlines – even when they’re reported out of hours. With triage and escalation built into the system, nothing gets missed, and everything is audit-ready.
There’s a lot of noise around AI. But in housing, its value lies in helping people work smarter. Not replacing them.
Used well, AI can:
This kind of intelligent automation helps reduce backlogs, triage cases faster and avoid complaints before they happen. It also improves employee experience to support teams under pressure by removing tedious manual work.
Technology is a tool, not the starting point. Before investing in new platforms or features, it’s critical to understand:
Some of the most effective digital transformations start with service design. Mapping out the ideal journey, then using technology to enable it, leads to better outcomes and lower risk.
Every step – from first contact to final resolution – should leave a digital trail. That’s how you build trust with regulators and tenants alike. When your data is clean and connected, compliance becomes the by-product of good service.
And if your current systems or suppliers make integration difficult, it might be time to ask why.
Key Themes from Housing 2025: AI, automation and process improvement aren’t just buzzwords — they’re essential tools for delivering smarter, more responsive housing services. But it’s not about replacing everything. It’s about making the systems you already have work harder.
Related reading
Going beyond traditional housing management systems: A smarter path to digital transformation
As-Is vs To-Be – Where Do You Start?
Ultimately, transformation is about creating services that are proactive, connected and ready to evolve. That means:
Housing providers don’t have to wait for a major procurement cycle to make progress. Start small, show value and build momentum. When systems are joined up and teams are supported, tenants feel the difference. And so does your bottom line.
In this blog, we will give you some tips on what to consider when choosing the right housing management system. We’ll also discuss whether a housing management system is the right choice for your business and what the other options might be.
In this guide, we explain everything you need to know about Awaab’s Law and how social housing landlords can remain compliant in light of changing regulations.
Struggling to build the perfect process map? Our blog outlines how with five easy steps you can build a map to fully capture how your business handles that particular process.
Tenant expectations are evolving all the time. Tenants expect to engage online and Clyde Valley wanted to meet that demand by delivering self-service for key transactional services like complaints, enquiries, repairs and payments.
Housing providers want their tenants to be safe, healthy and comfortable in their homes. To achieve this, they need to be proactive in managing and maintaining risk across their housing stock. And this includes damp and mould risk management.
Social housing providers face increasing tenant expectations, but outdated housing management systems hinder progress. Rather than full replacement, modernising through integration and smarter data strategies improves efficiency, reduces costs, and enhances services. A flexible, connected approach drives digital transformation without disruption or excessive expense.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
No. Tenant Hub is Liberty for Housing’s low-code platform that integrates with your existing HMS to deliver faster triage, better visibility and automated audit trails – without the cost or disruption of replacement.
It enables rapid triage of health and safety risks, full traceability of tenant contacts and real-time reporting for compliance checks.
Liberty works with your existing systems to modernise services fast — helping you meet new legal duties and raise tenant satisfaction. See how other housing providers are using automation and AI to meet Awaab’s Law deadlines, improve tenant trust and reduce admin strain, without changing their HMS
