New Research Uncovers The Latest Tech Trends In UK Housing

Housing associations today face a perfect storm of challenges. Whilst demand for affordable homes continues to rise, residents expect faster, more accessible services, often shaped by the digital experiences they enjoy in retail and banking.

Our latest research into housing association technology trends reveals where the challenges lie—and where opportunities exist. From platform consolidation to AI adoption, the data points to a sector on the cusp of digital transformation. The question is: how can housing associations seize the opportunity by rethinking communication strategies.

The pressure to transform.link to this section

It’s no secret that housing associations are being asked to do more with less.

• 79% of housing associations are consolidating platforms to streamline systems and cut costs.
• 80% have been tasked with increasing integration with other government departments.
• 39% of IT and contact centre leaders are more concerned about data security due to AI adoption.

These pressures expose a deeper truth: legacy systems are no longer fit for purpose. Siloed technology leaves housing associations struggling to connect the dots across tenant interactions, while staff waste valuable time navigating multiple platforms.

The sector is realising that modernisation is no longer optional; it’s essential to meet the needs of both tenants and staff.

Meet tenants where they are.link to this section

One of the clearest shifts in the research is the growing expectation from tenants for choice in how they interact with their housing provider. Email may remain the default channel, but its impact is waning. While only 20% of emails are typically opened, 98% of SMS messages are read—underlining the power of mobile-first engagement.

At the same time, younger tenants—particularly Gen Z—bring new habits and shorter attention spans. Self-service portals, web chat, and social messaging are becoming just as vital as voice calls. And, while almost a third of the research respondents struggle to maintain multiple channels, almost the same number see increasing communications as a key strategic initiative.

For housing associations, this doesn’t mean abandoning traditional channels. It means adopting a true omnichannel approach, where tenants can choose their preferred method of contact and experience a seamless journey across them all.

The promise of AI and automation.link to this section

Technology is not just about keeping up with changing preferences; it can also transform efficiency. Artificial Intelligence and automation are already proving their worth in housing and local government. A striking example is Oldham Council, which introduced AI-driven chatbots and saw an 86% reduction in calls to its contact centre and annual savings of around £40,000.

These results demonstrate what is possible for housing associations. AI can handle routine queries, free up stretched staff for more complex cases, and provide tenants with quicker answers around the clock. For frontline teams, this means less time firefighting and more time delivering meaningful support to residents with urgent or sensitive needs.

Importantly, the adoption of AI is not a distant ambition. Our research found that, despite security concerns, 70% of housing associations report increasing AI usage. The question is no longer “if” but “how fast.”

Security and compliance in the spotlight.link to this section

With new opportunities come new risks. Many IT leaders state that security concerns have intensified due to AI adoption. And the risks are real. According to Open Access Government, local governments have experienced a 50% increase in cyberattacks, making cybersecurity a top strategic priority.

For housing associations, compliance is not just about avoiding fines; it’s about safeguarding the trust of tenants who rely on them for secure, stable homes. Modern, cloud-native communications platforms provide enterprise-grade protections, built-in audit trails, and reliable uptime—all of which are essential for maintaining confidence in a digital-first era.

Data: From siloes to insights.link to this section

If communication is the lifeblood of housing services, then data is the brain. Yet many housing associations remain hampered by disconnected systems that prevent them from seeing the full picture. Almost half (46%) of respondents in our study identified better data gathering and use as critical to their digital transformation strategy.

Bringing together tenant data from multiple touchpoints allows organisations to spot trends, identify vulnerable residents earlier, and prioritise resources more effectively. For example, recognising that a tenant has made repeated calls about the same issue can prompt proactive intervention rather than reactive service.

Integrated systems don’t just improve tenant experiences; they also lay the groundwork for innovation. With clean, unified data, housing associations can confidently adopt next-generation tools like predictive analytics and AI-driven insights.

This blog has only scratched the surface of the insights uncovered in 8x8’s State of Tech in Housing: 2025 Trends and Insights. For a deeper dive into tenant expectations, workforce challenges, and the communication strategies that will define the future of housing, download the full guide today.

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