Mediaworks Roundtable: Reducing Demand & Rebuilding Trust in Social Housing

Explore the key insights from the Mediaworks Roundtable: Reducing Demand & Rebuilding Trust in Social Housing, where housing leaders discussed how digital self-service can improve resident experience, reduce avoidable demand, and strengthen trust across the tenant journey.

As expectations rise and operational pressures increase, the session focused on how organisations can move from fragmented, process-led services to more connected, resident-first experiences.

What this session covers:

• The role of digital self-service in reducing avoidable demand and improving resident experience.

• How the Resident Rollercoaster framework helps map emotional highs and lows across the tenant journey.

• Why unclear, disconnected journeys are driving unnecessary contact and how to address this through better design and communication.

• How housing providers can evolve from siloed services to more connected, resident-first digital experiences.

• The importance of aligning digital solutions with operational delivery to improve outcomes, particularly in repairs.

Key takeaways:

After watching, you will be able to:

• Understand the root causes of avoidable demand across key housing journeys.

• Identify how clearer communication and better visibility can reduce resident contact and improve satisfaction.

• Recognise the role of emotionally aware journey design in rebuilding trust with residents.

• Apply practical approaches to improve repairs experiences beyond technology alone.

• Explore how connected digital platforms can support both self-service and earlier intervention for resident needs.