Top 3 Technology & Communication Challenges Facing Housing Associations – And How to Fix Them

*Updated 31 March 2025* 

Tenant expectations have changed. Housing associations are expected to deliver fast, clear, and consistent communication – all while managing limited budgets, ageing systems, and stretched teams. The result? A growing gap between what tenants need and what housing providers are equipped to deliver. 

Poor communication and clunky systems remain two of the biggest friction points in the tenant experience. Whether it’s trying to find out when the bins are being collected or chasing a repair request for the third time, these moments add up – and they’re fuelling frustration, eroding trust, and damaging reputations. 

So, what’s causing these breakdowns – and how can they be fixed? 

1. Internal Systems Are Slowing Everyone Down

Many housing associations are juggling outdated platforms, siloed systems, and manual processes. The result? Staff spend too much time on repetitive admin and not enough time helping tenants. In some cases, even non-contact centre staff are stepping in to handle calls – often without the tools or training to do so effectively. 

Modernising how enquiries are handled doesn’t always mean ripping everything out and starting again. Solutions like INBOX can sit across existing systems to help sort, prioritise, and even respond to incoming tenant queries. It uses smart automation to route messages to the right team or agent, reducing noise and making sure urgent issues don’t fall through the cracks. 

When agents aren’t bogged down in admin, they can actually do what they’re best at: helping people. 

2. Tenants Are Stuck With Outdated Communication Channels

It’s a common tenant complaint: “I can never get through.” Even when they’re asking simple questions – like checking rent dates or requesting documents – the process can be slow and frustrating. With limited channels and little visibility into what’s happening, tenants often feel ignored. 

Empowering residents to self-serve is no longer a nice-to-have – it’s essential. With tools like chatbots, housing associations can provide instant answers to common questions and collect relevant information before an agent even steps in. This frees up time for staff and creates a more responsive experience for tenants. 

There’s also huge value in meeting residents where they already are – particularly on social media. It might feel overwhelming at first, but platforms like INBOX can manage social messaging alongside other enquiries, analyse sentiment, and even schedule proactive updates. The result is a joined-up, responsive presence – without extra strain on your teams. 

3. Low Staff Morale Is Driving Poor Service

Working in a housing contact centre isn’t easy. Agents face a daily barrage of emotionally charged issues – from urgent repairs to complaints about rent. Combined with slow systems and high workloads, morale can take a hit. And when motivation drops, service inevitably suffers. 

That’s where technology can play a different kind of role – not just easing workload but actively improving team morale. Platforms like REVIEWS are designed to motivate teams through performance targets, recognition, and gamification. Whether it’s setting clear goals or running friendly competitions, it helps turn KPIs into something that feels achievable – and even enjoyable. 

 

The challenges facing housing associations aren’t going away – but they can be tackled. By embracing smart tools that streamline communication, empower tenants, and support staff, providers can build stronger relationships and deliver the kind of service that builds trust, not complaints.