Closing the Listening Gap

A Sector Struggling to Listen

Tenant engagement remains one of the weakest areas across the Tenant Satisfaction Measures (TSMs). The first national dataset paints a concerning picture: overall satisfaction averages just 71%, while only 60% of tenants feel listened to and 70% feel kept informed. Around half of all landlords sit below these benchmarks.

For many residents, the issue is not whether services are eventually delivered, but how they are communicated. Tenants often feel excluded from the process, left without updates or feedback loops that show their voice matters. This disconnect is particularly acute among vulnerable groups such as older residents, disabled tenants, and those with lower digital confidence. The regulatory landscape amplifies the stakes.

The Social Housing (Regulation) Act 2023 puts

tenant voice at the centre of compliance, while Awaab’s Law imposes strict timelines, 14 days to investigate damp and mould and 7 more to act, requiring clear, continuous communication. Failing to inform tenants is no longer a reputational risk; it’s a compliance failure.

From Obligation to Differentiation

Engagement is now both a statutory duty and a strategic advantage. When tenants feel listened to and informed, trust rises, complaints fall, and satisfaction improves across every service area.

This shift is not just procedural, it’s cultural. Landlords who embrace proactive updates rather than reactive responses demonstrate care, competence, and accountability. In an era of public scrutiny and data transparency, authentic communication becomes a differentiator, signalling leadership and reliability.

Listening at Scale

Digital transformation offers a route to bridge the communication gap and meet rising expectations. The most effective landlords are combining accessibility, automation, and analytics to ensure no tenant is left unheard.

• Accessible platforms: Websites and portals built with plain language, intuitive navigation, and mobile-first design ensure every tenant, regardless of ability or device, can access information and services.

• Multi-channel communication: SMS, WhatsApp, and chatbot notifications provide timely updates on repairs and safety checks, reinforcing trust and transparency.

• Feedback loops: “You said, we did” dashboards demonstrate responsiveness, showing how tenant feedback drives tangible action.

• Automated compliance: Digital workflows trigger alerts and progress updates, helping landlords meet Awaab’s Law deadlines while maintaining full visibility for both teams and tenants. Landlords with stronger listening and communication scores achieve higher overall satisfaction, proving that digital capability and tenant trust are inseparable.

Communication That Builds Confidence

By embedding digital tools and inclusive design, housing providers can transform tenant engagement from a compliance task into a core strength. Transparent, timely communication doesn’t just meet regulatory standards, it rebuilds confidence, reduces complaints, and strengthens communities. In short, the housing sector’s next competitive advantage will come not from faster repairs alone, but from listening better and communicating smarter through the right digital channels.