New research shows the newest trends in UK housing association technology
Housing associations all over the UK are now facing a “perfect storm” of problems with how they run their businesses. The need for affordable, high-quality homes is growing quickly, but so are the expectations of the people who live there. Tenants today want services that are faster and easier to get. This is mostly because they have smooth digital experiences when they shop and bank.
Our latest study of the industry at Connect In Cloud shows us exactly where the problems are and, even more importantly, where the opportunities for growth are. The data shows that the industry is about to go through a big digital change because AI is being used more and more quickly and platforms need to be combined quickly. Leaders in this field need to answer one simple question: how can housing associations use new housing association technology to change the way they talk to each other and get better results?
The Push to Change
Everyone knows that housing associations are being asked to do a lot more with less money. Because of the economy and new rules, things need to run as smoothly as possible.
New information from the industry says:
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79% of housing associations are actively combining platforms to make systems easier to use and save money.
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80% have been told to work more closely with other government departments to make sure that services run smoothly.
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39% of IT and contact center managers say that the security of their data is their biggest concern when they use new tools.
These pressures show that the industry is facing a deeper truth: old infrastructure is no longer enough. Because their systems are old and separate, associations have a hard time putting together tenant interactions. Instead of helping tenants with their problems, staff members waste time switching between different platforms. The industry is realising that upgrading to better housing association technology is no longer a choice; it is necessary to meet the needs of both tenants and staff as they change.
Be Where Your Tenants Are
One of the most obvious things we learned from our research is that tenants want more freedom in how they deal with their landlord. Email has been the most popular digital channel for a long time, but its effect is fading now that people can talk to each other right away. Only 20% of emails are opened, but an amazing 98% of SMS messages are read. This shows how effective mobile-first engagement strategies really are.
Demographics are very important in this case. Younger renters, especially Gen Z, have shorter attention spans and different habits. For these people, self-service portals, web chat, and social messaging are becoming just as important as phone calls. But these channels have some problems. One-third of the people who answered the survey said they have trouble keeping up with multiple channels, but the same number said that improving communication skills is a key strategic goal.
Housing associations shouldn’t stop using traditional channels completely. It needs to use real omnichannel housing association technology that staff can use efficiently. This lets tenants pick how they want to get in touch with you, whether it’s by voice, text, or chat, and have a good experience with all of them.
The Promise of Automation and AI
You can’t just keep up with changing tastes; you also need to use technology to make things run more smoothly. AI and automation are already proving useful in the housing and local government sectors. Oldham Council is a great example of this working. They put chatbots powered by AI on their website, and calls to their contact center dropped by 86%, saving them about £40,000 a year.
These results show what can happen when a housing association uses the right housing association technology in the right way. AI can handle simple tasks like checking the rent balance or making repair appointments. This lets busy staff focus on more difficult cases. This means that tenants always get answers faster, and frontline teams can spend less time putting out fires and more time helping residents with urgent or sensitive needs.
It is important to remember that using AI is not a long-term goal. Our research indicated that 70% of housing associations report increased utilisation of AI, despite concerns regarding security. The housing association technology industry is no longer asking “if” AI should be used; it’s asking “how quickly” it can be used safely.
Pay attention to security and compliance
You take a risk every time you get a new chance. Many IT leaders say that security concerns have grown because AI and cloud tools are being used more and more quickly. Open Access Government says that local governments have seen a 50% rise in cyberattacks, which makes cybersecurity a top strategic priority.
Housing associations need to do more than just stay out of trouble with the government; they also need to keep the trust of their tenants, who depend on them for safe, stable homes. This is where Connect In Cloud comes in. Modern, cloud-native housing association technology provides enterprise-level security, built-in audit trails, and reliable uptime. In a world where digital is the first choice, all of these things are needed to keep people’s trust. Cloud platforms let you quickly improve security and have better ways to protect your data than older on-premise solutions.
Data: From Separate Places to Knowledge
Data is the brain of housing services, and communication is what keeps them going. But a lot of housing associations still have problems because their systems don’t work together, which makes it hard for them to get the big picture. Almost half (46%) of the people who took part in our study said that better data collection and use were important to their plan for going digital.
Housing association technology lets businesses combine tenant data from many different places. This single view helps businesses spot trends, find residents who are in danger sooner, and use their resources more effectively. If you know that a tenant has called about the same problem several times, you can do something about it before they do, which will make them much happier.
Integrated systems not only make things better for tenants, but they also open the door to new ideas. Housing associations can use next-generation tools like predictive analytics and AI-driven insights with confidence when their data is clean and organised.
The tools we use to manage the UK housing market need to change along with it. The right housing association technology is what will make it possible for staff to have power and tenants to be heard in the future. This includes things like AI-driven efficiency and communication across all channels.
This blog only talks about a few of the new things that Connect In Cloud’s most recent analysis of the industry has found. Get in touch with us today to find out more about what tenants want, the problems workers face, and the ways people communicate that will change the way housing is built in the future.
We at Connect In Cloud are dedicated to providing you with the cutting-edge, safe, and strong housing association technology solutions you need to make this change. Let’s work together to improve the future of housing.
