Tenant Engagement Software Housing:

Reduce Missed Visits and No Access

9 February 2025

by Josh Mallender

No access is no longer just operational. It’s a compliance risk.

Most housing teams know how to fix damp, mould or safety hazards. But what’s harder is getting through the front door. Across the social housing sector, missed access is quietly becoming one of the biggest blockers to compliance, where we see the same things happening:

Under Awaab’s Law and wider building safety obligations, the clock starts ticking as soon as a hazard is reported. And that risk still exists whether access is gained or not – turning what used to be inconvenient into a liability.

“The cost is not just about time. It’s compliance exposure, wasted contractor spend and growing administrative pressure.”

Josh Mallender

Account Manager, Netcall

This isn’t a repairs problem: It’s an
engagement problem

When we speak to housing leaders, one theme keeps coming up again and again: Teams are capable and know what needs to be done. But traditional ways of contacting tenants – and the case management capability to manage the end-to-end process – simply aren’t working.

Calling and letters are slow and offer little evidence of reasonable tenant contact attempts. Unknown numbers are often ignored – or messages are missed during working hours – and communication becomes a slow back-and-forth. The result is repeated failed visits and limited proof that every effort was made.

At the same time, tenant needs are becoming more complex. Outdated contact details, digital exclusion, language barriers, vulnerability and mistrust all add friction.

No access is rarely about tenants refusing entry. More often than not, it’s friction in the process that gets in the way. Organisations reducing that risk aren’t changing how they repair homes. They’re transforming the way they engage with tenants using automated tenant communications and case management software.

What good looks like in practice

Housing teams making progress tend to take a more proactive, joined-up approach. Instead of chasing tenants manually, they:

1. Send automated reminders across multiple channels
2. Allow quick confirmation or rebooking
3. Offer SMS, voice and digital options
4. Track every contact attempt
5. Link engagement directly to cases and appointments.

How joined-up contact and case management helps

This is where technology starts to support the process rather than replace it – with a practical approach that combines two capabilities:

Case and appointment management

Track hazards, schedule visits and record every reasonable attempt to gain access.

Proactive tenant engagement

Automatically reach tenants across SMS, voice, webchat and digital channels, with simple ways to confirm or reschedule.

And the impact is strongest when they work together, resulting in:

1. Faster tenant responses
2. Earlier confirmation of appointments
3. Less repeat failed visits
4. Every action is logged
5. Improved audit confidence.

What’s important is it doesn’t mean you have to replace existing housing management or repairs systems. Rather, it’s an incremental, low-risk step that builds on what teams already have.

And tenant engagement software housing solutions such as Tenant Hub and Liberty Converse bring these elements together, connecting engagement directly to cases and appointments – with clear evidence of every attempt made.

The outcomes housing teams care about

When engagement and case management work together, the impact is practical and measurable:

1. Fewer missed and failed visits
2. Less wasted contractor time
3. Faster access for safety and compliance checks
4. Clearer evidence of reasonable attempts
5. Greater confidence meeting regulatory deadlines
6. Reduced admin and chasing for staff.

It’s not about adding more work. It’s about removing friction.

See how this works in practice

If this feels familiar, it can help to see a simple example. We regularly walk housing teams through how:

1. Appointments are confirmed automatically
2. Tenants rebook themselves
3. Every contact attempt is recorded
4. Engagement links directly to cases and audit trails.

About the author

Josh Mallender

Account Manager

A dedicated professional with a diverse background in the UK housing sector. Earned a degree in Economics from Nottingham Trent University. Over the years, Josh has gained valuable experience working with local authorities and housing associations, focusing on tenant engagement and sustainable tenancies. In previous roles, providing payment options and income maximisation solutions to this sector, Josh is committed to improving tenancy sustainment within housing communities across the UK.