Improving Tenant Engagement in Social Housing: Key Strategies for Housing Providers

11th February 2025

by Kirsty Duncan

Tenant engagement is more important than ever in social housing. It’s not just about communication. It’s about service delivery, satisfaction and compliance. With rising tenant expectations and tighter regulations like the Procurement Act 2023, housing providers need to prioritise engagement to maintain good relationships with tenants while improving services. Here are some key strategies to enhance tenant engagement, focusing on best practices and the need for digital transformation in the sector.

1. Personalised and accessible communication

Communication is at the heart of tenant engagement. To build stronger relationships, it’s essential that communication channels are as diverse and inclusive as the tenants themselves. Housing associations should offer a range of ways to communicate to make sure tenants can reach them in the way that suits them best.

Instead of relying on just one method of communication, providers should use a multi-channel approach. This could mean mixing traditional methods like letters and phone calls with digital channels such as email, texts and tenant portals. Accessibility is crucial to ensure no one is excluded. Offering information in different formats – like translations, large print, or audio versions – makes sure everyone can easily access important updates, reports and notices.

2. Data-driven decision-making

Data is a powerful tool for improving tenant engagement. When housing providers collect, manage and analyse tenant data, they gain insights into what tenants need and want, which helps improve services.

By consolidating tenant information into a centralised system, providers can get a complete 360-degree picture of each tenant’s history, needs and feedback. This approach reduces silos within organisations and ensures services are consistent and timely.

Insights from tenant feedback, complaints and maintenance data help identify trends and areas for improvement, making data a crucial driver for improving engagement. And it can help guide decisions on resource allocation, process improvements and new services.

3. Engaging the ‘silent majority’

In many housing communities, there’s a large group of tenants who don’t actively engage with housing providers.  Effective engagement isn’t just about talking to the most vocal tenants—it’s about reaching out to the silent majority, who might not know how to provide feedback or feel they don’t have the opportunity.

One way to engage these tenants is through proactive outreach like surveys, focus groups, or door-to-door visits. Housing providers should also make feedback processes easier to use. Ensuring tenants know their input matters helps build stronger relationships and better services. Digital platforms, such as tenant engagement apps or online surveys, offer anonymous ways for tenants to share their thoughts and become part of the conversation.

4. Co-designing services with tenants

In the past, tenant consultation usually happened after services were already in development. However, the trend is moving towards co-designing services with tenants, ensuring their needs and preferences are considered from the start. Those providers that do are more likely to achieve high levels of engagement and satisfaction.

Providers can take a pilot approach, testing new initiatives or service models with tenant representatives before rolling them out more widely. This allows them to address issues early and ensures new services align with tenant expectations.

5. Strengthening repairs and maintenance

Repairs and maintenance are a major pain point for many tenants. Slow response times, repeated visits and poor communication all contribute to dissatisfaction. To fix these issues, housing providers need to improve the speed and efficiency of repairs while giving tenants more control over the process.

Using predictive maintenance data, providers can spot potential issues before they become major problems. This proactive approach can help prevent frustration and build tenant trust. Streamlining repair workflows ensures suppliers are held accountable – and backlogs are kept under control.

Many housing providers are turning to scalable digital platforms to allow tenants to schedule repairs at times that suit them best, reducing unnecessary delays. Offering self-service options through these platforms gives tenants the power to manage their own repair requests, leading to faster service and better satisfaction.

6. Leveraging digital and smart technology

Technology is changing tenant engagement in social housing. Digital tools help streamline communication, improve service efficiency and reduce administrative burdens. Housing providers should adopt digital platforms that make it easy for tenants to report issues, track requests and communicate directly with providers.

By using AI-powered automation, providers can predict service needs, identify recurring tenant issues, and automate processes like application handling and maintenance scheduling. This frees up staff time for higher-value tasks that directly improve tenant experiences. For example, automated reminders about rent payments or upcoming maintenance schedules can reduce the need for constant follow-ups and improve communication.

Smart technology, like Internet of Things (IoT) sensors, also helps improve tenant satisfaction. Sensors can monitor maintenance issues like dampness or heating failures, letting providers address problems before they get worse.

7. Aligning with the Procurement Act 2023

With the Procurement Act 2023, housing associations are required to be more transparent in how they operate, particularly with supplier selection. This law focuses on social value, meaning housing providers need to consider how suppliers can benefit tenants and the community.

Involving tenants in the supplier evaluation process is one way to ensure services providers meet their needs. For example, tenant panels can be part of selecting suppliers to make sure they align with community requirements. Publishing procurement decisions transparently also shows tenants how services are being chosen and what value is being delivered.

8. Strengthening trust and accountability

Trust is key to tenant engagement. Housing providers need to be transparent, reliable, and responsive to build trust and encourage meaningful engagement. It’s vital that providers act on tenant feedback, showing residents that their input is valued and leads to real improvements.

Regular updates on feedback progress, even when some issues take time to fix, show a commitment to continuous improvement. Housing providers should also be open about challenges, explaining when things go wrong and how they are being addressed.

Harnessing digital transformation for improved engagement

Picture a world where tenants are empowered through seamless self-service options. Where they feel valued and informed about the services they receive. Staff are freed from repetitive tasks, allowing them to focus on meaningful interactions that build stronger relationships. Meanwhile, back-office teams work more efficiently, maximising resources and reducing delays—making the whole organisation more responsive and effective.

This is more than just a vision. It’s a future already being shaped by smart digital strategies underpinned by scalable platforms like Liberty for Housing. With AI and self-service capabilities, tenant experiences are improved by addressing common issues like maintenance delays, communication problems and administrative bottlenecks. The result? A win for both housing providers and tenants: better service, improved satisfaction, and greater operational efficiency.

In action: Digital transformation for social housing

Scenario 1: The Repairs and Maintenance Turnaround  
By implementing a unified platform housing providers can centralise maintenance workflows, predict needs with AI and automate job assignments. This leads to faster repairs, shorter wait times for tenants, and a more efficient service overall.

Scenario 2: Keeping Tenants in the Loop  
With automated workflows, providers can update tenants proactively about rent, appointments and service disruptions. This improves communication, builds trust and reduces the number of repetitive queries—allowing staff to focus on more complex issues.

Scenario 3: Boosting Efficiency with AI  
AI automation helps process tenant applications and compliance checks more quickly, reducing staff workload and cutting the risk of errors. This leads to faster tenant onboarding and smoother service delivery.

Scenario 4: Bridging Departmental Gaps  
Centralised digital platforms break down data silos between departments, ensuring better coordination and faster resolution of tenant issues. This results in better collaboration and an improved experience for tenants.

Do any of these sound familiar? Digital transformation could help your organisation improve engagement and satisfaction. It doesn’t have to be daunting— with the right tools and approach, it can be a rewarding journey that delivers long-term value for tenants and staff alike. Explore Liberty for Housing now.