New research shows 60% of landlords are confident in customer experience improvements

Landlords with specialist anti-social behaviour officers recorded higher case volumes, demonstrating better detection and management of issues. Conversely, those relying on generalist housing officers revealed gaps in service, highlighting the value of dedicated resources.

The survey also indicated that the average rates of electrical safety have been close to 99% each month in 2024 and 2025. However, only one in 10 landlords are reporting full compliance each month, compared to three in 10 for gas safety.

Housemark’s data highlighted that around 1% of all repairs are likely to result in a formal complaint.

Over half of all complaints are repairs related, underlining the critical link between repairs volumes and tenant satisfaction.

While repairs completion rates alone may not reduce complaints, improving the alignment of resources and proactive service planning could significantly enhance tenant outcomes.

The research showed that achieving measurable perception shifts among tenants takes time, with tangible improvements typically emerging 12 to 18 months after operational changes are implemented.

Jonathan Cox, chief data officer at Housemark, 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.”

The latest analysis by Housemark comes after a number of big reports last year.

The firm, which is co-owned by the Chartered Institute of Housing and National Housing Federation, published a report in June about how overall tenant satisfaction with social landlords in England is at a five-year low and has dropped below 70%.

This was followed by a September report that revealed how the first grades for the consumer standards found “significant challenges” in the social housing sector, including problems with record-keeping and safety compliance.