Our latest Pulse Survey for November 2024, based on data from 150 landlords across the UK, reveals encouraging signs of progress in the social housing sector.

Almost 60% of landlords report feeling they are ‘on the right track’ to improving customer experience, a testament to ongoing efforts to enhance service delivery and operational performance.

These positive sentiments come as the sector continues to grapple with long-standing challenges, including meeting tenant expectations and managing seasonal pressures. Our data highlights that around 1% of all repairs are likely to result in a formal complaint. Repair-related issues account for over half of all complaints, underlining the critical link between repair volumes and tenant satisfaction.

Winter weather patterns exacerbate these challenges, driving an increase in repair requests and associated complaints. Despite this, landlords are making progress, with improvements seen in the resolution of both repairs and complaints within target timelines. The findings suggest that while repair completion rates alone may not reduce complaints, better alignment of resources and proactive service planning can significantly enhance tenant outcomes.

Our report also points to a broader trend of improvement across operational metrics, with landlords beginning to see the benefits from investing in service enhancement programmes. However, the data shows that achieving measurable perception shifts among tenants often takes time, with tangible improvements typically emerging 12–18 months after operational changes are implemented.

Jonathan Cox, our Chief Data Officer, said: “These findings are a testament to the sector’s commitment to improving customer experience despite significant economic and operational challenges. The fact that 60% of landlords feel they’re on the right track is encouraging and reflects the real progress being made.

“However, the seasonal link between repairs and complaints is a reminder of the importance of resource planning and service delivery during peak periods. By continuing to focus on tenant outcomes, landlords can further enhance the customer experience and strengthen sector resilience.”

Other key findings from our November 2024 Pulse Survey include:

  • Around 78% of tenants reported being satisfied with their landlord. Landlords submitting regular data to the Pulse Survey are seeing signs of improvement earlier as service changes take hold.
  • Landlords with specialist anti-social behaviour (ASB) officers recorded higher case volumes, indicating better detection and management of issues. Conversely, those relying on generalist housing officers showed gaps in service, highlighting the value of dedicated resources.
  • Average rates of electrical safety have been close to 99% each month in 2024/25. However, on average, only 1 in 10 landlords is reporting full compliance each month, compared to 3 in 10 for gas safety.
  • ‘True’ current tenant arrears as a percentage of rental income fell by 2.7%, reflecting improved financial management and rent collection practices across the sector.