The Ombudsman’s warning is stark: Without meaningful change, England risks the “managed decline” of its social housing sector. Issues such as damp, mould, pest infestations, and safety hazards are not just inconveniences — they are daily realities for thousands of families.
So, how can landlords bridge this divide and get constructive feedback from their tenants whilst being proactive in their communications of service updates and timelines?
The communication breakdown
The Housing Ombudsman has called for a “transformative overhaul” of the system, including a national tenant body to strengthen tenant voice and landlord accountability. One of the most pressing issues identified is the underutilisation of effective communication strategies. Too often, interactions between landlords and tenants are transactional, rather than targeted.
As Ombudsman Richard Blakeway put it, communication with tenants often “lacks dignity and respect.” But the latest digital communications and engagement tools can help landlords gather detailed feedback about sentiment and service needs, enabling them to address critical issues quickly and anticipate future needs before they become contentious problems. This kind of understanding and proactive communication rebuilds trust whilst improving the experience for landlords and tenants.
The data behind the discontent
The government’s own housing quality metrics reinforce the scale of the problem. According to the English Housing Survey, an estimated 1.5 million children in England lived in non-decent homes in 2023, with 19% of those in social housing. These figures are more than just numbers — they represent real families living in conditions that fall far short of acceptable standards. The Social Housing Regulation Act, introduced to strengthen oversight and accountability, has given the Housing Ombudsman new powers to enforce compliance with the Complaint Handling Code. But regulation alone isn’t enough. What’s needed is a cultural shift — one that places tenant engagement at the centre of housing policy and practice.
A path forward: From tick-box to transformation
At Granicus, we believe that real change starts with listening to as many tenants as possible. Our Engagement Cloud solution is designed to help housing providers move beyond tick-box exercises and into genuine, two-way dialogue with tenants. By leveraging rich data insights and digital engagement and communication tools, landlords can:
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Tailor and segment personal communications to individual tenant needs and preferences.
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Track and respond to concerns in real time.
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Build trust through transparency and accountability.
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Empower tenants to shape the services they rely on.
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Get deep insights into residents’ needs and expectations to stay ahead of potential issues.
This isn’t just about technology — it’s about transforming and building stronger relationships. When tenants feel heard, respected, and involved, the entire housing ecosystem benefits.
Let’s build a lasting foundation
The message from the Housing Ombudsman is clear: The status quo is not sustainable. If we are to avoid a future of deepening discontent and deteriorating housing conditions, we must come together now to create a healthier, more engaged relationship between landlords and tenants.
Talk to Granicus today to learn how our Engagement Cloud can help you build stronger, more responsive, and transparent connections with your tenants. Let’s give residents the voice they deserve — and ensure it’s heard loud and clear.
