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The Role of IT in Improving Tenant Experience in Housing Associations

The Role of IT in Improving Tenant Experience in Housing Associations

by OneAdvanced PR, Author

In today's digital age, housing associations face complex IT challenges that can impact their ability to deliver high-quality services to tenants. As the world becomes more connected, tenants are expecting more from their housing associations, from faster response times to more personalised services. Housing associations must embrace IT solutions that can help them meet these demands and deliver an exceptional tenant experience.

Here are some of the key areas where IT can help housing associations improve tenant experience:

1. Streamlining Operations: IT can help housing associations streamline their operations and improve efficiency by automating processes and integrating systems. For example, housing associations can use property management software to automate rent payments, maintenance requests, and other tasks, freeing up staff to focus on delivering better services to tenants.

2. Enhancing Communication: IT can also help housing associations to communicate more effectively with tenants. Housing associations can use digital channels such as email, social media, and mobile apps to keep tenants informed about important updates and events. This can help to build stronger relationships with tenants and improve overall satisfaction. They can also implement collaboration platforms such as Microsoft Teams to facilitate faster and more efficient communication between staff and tenants. This reduces miscommunications and delays in responding to tenant queries or concerns.

3. Providing Self-Service Options: IT can enable housing associations to provide self-service options to tenants, such as online portals where they can pay rent, report issues, and access information about their tenancy. This can save tenants time and effort and improve their overall experience. Cloud-based solutions allow staff to access critical data and applications from anywhere, at any time, on any device. This improves flexibility and enables staff to work remotely, which is especially useful during times of crisis or unexpected events.

4. Enabling Remote Work: Post COVID-19 pandemic, remote and hybrid work has become more prevalent. Housing associations need to ensure that their IT systems are capable of supporting remote work, including providing secure access to IT systems and applications. This can help staff to work more flexibly and provide better services to tenants.

5. Leveraging Data: IT can help housing associations to leverage data to improve decision-making and optimise operations. For example, housing associations can use data analytics to identify trends in tenant complaints and take proactive steps to address them. A centralised database of tenant information, maintenance records, and financial transactions can provide a complete overview of all properties and streamline decision-making processes. IT tools can also enable real-time tracking of work orders and maintenance requests, reducing response times and improving customer satisfaction.

How do you get started?

Partnering with an IT outsourcer can provide significant benefits for housing associations. IT outsourcers have the expertise and resources to help housing associations tackle the complex IT challenges they face.

Here are some ways an IT outsourcer can support housing associations:

1. Improving System Performance: IT outsourcers can help housing associations improve system performance by monitoring and managing IT systems to ensure they are running optimally. This includes identifying and resolving issues before they cause downtime or impact tenants.
2. Enhancing Cybersecurity: IT outsourcers can provide advanced cybersecurity solutions to protect sensitive tenant data from cyber threats. This includes implementing multi-layered security protocols, conducting regular security assessments, and training staff on best practices to prevent cyber attacks.
3. Supporting Digital Transformation: IT outsourcers can help housing associations with digital transformation initiatives, such as upgrading legacy IT systems, implementing cloud-based solutions, and adopting emerging technologies like artificial intelligence and machine learning.
4. Providing 24/7 Support: IT outsourcers can offer round-the-clock support to ensure housing associations’ IT systems are always available and performing optimally. This includes providing help desk services, remote monitoring and management, and emergency support.

Partnering with an IT outsourcer can help housing associations to focus on delivering high-quality services to their tenants, while leaving the complex IT challenges to the experts.


In conclusion, IT plays a critical role in improving the tenant experience in housing associations. By providing streamlined communication channels, self-service options, better access to information, enabling a mobile workforce, and supporting innovation, IT can enhance the tenant experience while reducing operational costs. By partnering with an IT outsourcing provider, housing associations can focus on delivering high-quality services to their tenants, while leaving the complex IT to an IT out sourcer.

Download our free eBook to learn more about overcoming IT challenges for housing associations.

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