Going Beyond Traditional Housing Management Systems with Low-code

by Jimmy Rogers

Social housing providers are facing a real turning point. As tenant expectations shift and service standards rise, many organisations are being held back by older housing management systems. These systems, once considered reliable digital foundations, are now limiting progress instead of enabling it.

This isn’t just an internal frustration – it’s an industry-wide concern. The sector itself has been asking hard questions about what “good” looks like. The Chartered Institute of Housing’s Better Social Housing Review found that resident dissatisfaction is closely tied to the standard of repairs and maintenance services – and called on housing associations to work with tenants, contractors and frontline staff to define what an excellent repairs process actually looks like.

Time to rethink housing technology

Moving forward doesn’t have to mean starting over. This blog explores how providers can modernise their services through better integration, low-code development and a smarter housing data strategy – without the cost and disruption of replacing everything. And you’ll be ready for STAIRS and Awaab’s Law – with no vendor delays.

The problem with today’s housing management systems

Most housing management systems were originally built for consistency and compliance. But the demands of modern service delivery are different. Today’s tenants expect simple, digital-first experiences – and most housing systems aren’t set up to deliver them.

Common issues include:

1. Lack of integration options that prevent connection to modern tools
2. Rigid platforms that can’t be easily customised or extended
3. Fragmented data, leading to repeated tasks and reduced visibility.

These challenges make it harder for teams to work efficiently and for tenants to engage with services on their terms. Sector experts have consistently flagged the same set of root causes: high levels of avoidable contact, communication gaps between teams, workforce constraints and rising regulatory expectations.

For housing providers, this often means increased costs, slower service delivery and difficulty responding to changing tenant needs. It also limits their ability to innovate, meet regulatory demands or scale services without significantly increasing headcount. Over time, this can lead to reputational damage and compliance risks, especially when key performance metrics or service standards aren’t met.

Why fully replacing your system isn’t always the best option

For organisations frustrated with their current systems, one common suggestion is to completely replace them with a new one. While that might sound like a solution, the reality is more complicated. A full system overhaul often comes with:

1. High costs for procurement, licensing and implementation
2. Delays caused by long setup and migration timelines
3. Disruption to staff and services during the transition
4. No guarantee that the new system will deliver better results.

This approach isn’t just expensive – it can also put day-to-day services at risk.

A smarter alternative: Improve what you already have – with low-code

Instead of rebuilding everything from scratch, many housing providers are now choosing a more practical route – extending and enhancing their current housing management systems using low-code development.

Low-code is a visual approach to building software: instead of writing everything line by line, teams use pre-built templates and drag-and-drop components to design and launch applications quickly, with little or no traditional coding required. With Liberty for Housing, this approach becomes not only possible, but powerful. Tenant Hub is a ready-to-go solution built on Liberty’s platform, designed specifically to enhance tenant engagement and streamline housing processes. Unlike basic integration tools, Liberty combines low-code development, process automation and connected data in a single transformation platform. That means housing teams can deliver modern digital services faster, with less disruption. And without replacing their core system.

By using these tools, organisations can:

1. Connect existing systems to new apps and services
2. Automate repetitive processes, saving time and reducing errors
3. Build digital tools that improve tenant services and staff workflows
4. Put change directly in the hands of business teams, not just IT – reducing the wait for developer resource.

This approach allows you to make real improvements – without interrupting service delivery or overhauling your entire IT landscape.

What the sector’s own experts say about low-code and repairs

This isn’t just Netcall’s view. At a recent industry roundtable, Kate, director and co-founder of Change Network, drew on two decades of transformation work with councils and housing associations to set out what a genuinely holistic approach to repairs looks like: prevention, reduction, diagnosis and continuous service improvement, underpinned by involving tenants and frontline staff in the design of the service – the “7 Cs” for success being clarity, commitment, capability, capacity, controls, collaboration and culture.

Clyde Valley Housing Association is a good example of this approach in action. Facing delays in their repairs process, Sarah Campbell, Business Improvement Manager, and her team started with a comprehensive assessment of their data, processes, systems and reporting – then focused first on the diagnostic stage of repairs, rebuilding their delivery model around a centralised contact centre.

Using Liberty’s low-code tools and integration capabilities, they were able to:

1. Create a user-friendly tenant portal
2. Automate status updates for repair jobs
3. Improve communication across teams

The results were clear: complaints dropped, customer satisfaction rose, repair completion times improved, and they achieved all of this without replacing their core system – setting the stage for the next phase of their journey, including a move to a multi-contractor model.

“The low-code platform was fundamental to the streamlining of repairs – and will be for the next phase of our journey. It allows us complete customisation of our repairs journey and our processes.”

Sarah Campbell

Business Improvement Manager, Clyde Valley

Housing data strategy: Make your systems work together

Your housing data becomes a powerful asset when it is accessible and connected. Without a clear strategy, housing providers end up duplicating work and missing opportunities to improve. By focusing on integration, you can develop a stronger housing data strategy that brings everything together. And that means you can gain real-time visibility across housing, finance and support services so you can make smarter decisions. By using this accurate and connected data, you can offer truly personalised tenant communication that’s built on complete tenant records.

Keeping low-code secure, compliant and joined-up

Low-code development is easy to adopt, which is exactly why it needs the right guardrails. Housing providers are rightly cautious about maintaining a single, accurate view of each tenant and asset for compliance and safety reasons – particularly with Awaab’s Law and STAIRS raising the bar on record-keeping and response times. The advantage of building on a single connected platform like Liberty, rather than a patchwork of disconnected low-code tools, is that new applications inherit your existing security, data governance and audit trail from day one – so speed of development doesn’t come at the cost of visibility or control.

Digital transformation in social housing on a realistic budget

The good news is you don’t need a huge budget to modernise. By building on your current systems, you can unlock savings and reinvest them into meaningful improvements. This means you can achieve digital transformation in social housing without the financial strain of a full replacement.

Most importantly, when systems are connected and workflows are streamlined, everyone benefits. Tenants get quicker responses and easier access to services. Staff can spend more time supporting residents and less time battling outdated processes. Benefits of this approach include:

Great use cases include:

1. Mobile-friendly portals for rent, repairs and communication
2. Automated reminders for appointments or rent payments
3. Faster case resolution, using connected systems and smarter data.

These changes make a real difference – and they don’t require starting from zero.

Transform without starting over

Social housing providers don’t need to choose between keeping outdated systems or replacing them entirely. By focusing on low-code development, integration and a strong housing data strategy, it’s possible to get more from your existing housing management systems.

With the right approach, you can improve tenant experiences, streamline services and reduce costs and risks. All while building a foundation for long-term digital transformation in social housing.

About the author

Jimmy Rogers

Account Director- Housing

Jimmy introduces the Liberty platform to housing associations to show how they can engage with tenants more effectively. With a background in software solutions for the housing sector, he’s helped housing associations to streamline their processes to provide better services for their tenants and reduce stress for their staff.