24th March 2025
When it comes to housing innovation, it’s clear the sector is undergoing a fundamental shift. The ongoing challenges of rising demand, financial pressures, regulatory compliance and digital expectations have accelerated the need for smarter, data-driven approaches. What stands out is how technology, automation and better use of social housing data are no longer just ‘nice-to-haves’. They are essential to delivering efficient, tenant-focused services.
Across panel discussions and conversations at a recent event, three core themes emerged: rethinking digital transformation, automation as an enabler (not a replacement) and the role of data in improving social housing repairs and sustainability.
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Here’s why these are critical for the sector.
For years, digital transformation in social housing has largely meant new portals, online repairs reporting and CRM systems – tools that improve efficiency, but don’t necessarily transform tenant experiences. It’s become clear that the real challenge is not just adopting new systems, but making them work together seamlessly.
A great example came from Valleys to Coast, which transformed their tenant case management by embracing rapid application development, powered by our low-code platform Tenant Hub. Instead of struggling with disconnected systems and manual workarounds, they built a centralised hub that gives real-time case visibility, reducing duplication and improving collaboration. This shift wasn’t just about efficiency – it empowered their teams, reduced service stresses and created a more responsive, tenant-focused experience.
The reality is many digital transformation projects fail to deliver impact because they replicate outdated processes rather than reimagine housing services for the digital age. Instead of layering new systems over old ways of working, providers must focus on how technology makes life easier for tenants and staff.
Our take? The future of housing tech isn’t just about having the latest housing management software (or even adopting rip-and-replace approaches). It’s about making every tenant interaction – whether online, automated or in person – feel connected and effortless.
Automation and AI are major topics of discussion, and it’s clear that providers are grappling with how to integrate these technologies effectively. While some worry that automation could reduce human contact in housing services, the reality is more nuanced. Automation should remove inefficiencies, not people.
Forward-thinking housing associations are already using AI-powered triaging to prioritise urgent repairs and automating routine maintenance scheduling. This ensures staff spend less time on admin and more time addressing complex tenant needs.
“Automation should remove inefficiencies, not people. Forward-thinking housing associations are already using AI-powered triaging to priorities urgent repairs – and automating routine maintenance scheduling.”
One of the most interesting debates is whether AI could help predict repairs before they become problems. Several providers are already using data analytics to track common maintenance issues, identify trends and intervene earlier – preventing costly, disruptive repairs down the line. Used ethically and effectively, this type of AI-driven insight could shift housing from reactive to proactive service delivery.
Our take? Automation works best when it removes bottlenecks, not human relationships. The goal should be freeing up frontline teams to focus on what matters – delivering quality repairs and engaging with tenants when they need support most.
Perhaps the biggest untapped opportunity in social housing is the power of data to drive better repairs and long-term sustainability. While many housing providers talk about sustainability goals, few are truly leveraging real-time housing data to make informed decisions about maintenance, compliance and energy efficiency.
The issue? Many providers still struggle to access and use the right data. Repairs data, tenant feedback and asset performance information often sit in disconnected legacy systems, making it difficult to get a clear view of property conditions and repair trends.
Some leading housing associations are tackling this by integrating IoT sensors and predictive maintenance tools to monitor energy use, track repairs needs and flag inefficiencies before they escalate. However, for these innovations to become widespread, there needs to be a bigger push towards centralised data management and digital collaboration across teams.
Our take? If social housing is to truly embrace sustainability and efficiency, providers must invest in better access to real-time property and repairs data – not just retrofit homes and hope for the best.
Where do we go from here?
The Housing Innovation Show made it clear that the sector is asking the right questions – but there’s still a gap between discussing innovation and making it a reality.
The good news? Many housing providers are already taking steps towards smarter, more data-driven approaches to social housing repairs and digital transformation. The challenge now is ensuring these efforts don’t just result in new systems – but in better, more connected housing services for tenants and staff alike.
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