This Month In Social Housing: January 2025
A new year, a fresh start… and about five minutes of peace before the non-stop world of social housing came roaring back to life. Yes, after a much-needed Christmas break filled with mince pies, questionable cracker jokes, and a well-earned rest (or as much rest as social housing professionals ever get), we’re all officially back at it.
And while most of us were still figuring out what day it was between Christmas and New Year, the sector didn’t hit pause, because, as we all know, social housing never stops. The year may be young, but there’s already been plenty going on in the topsy-turvy world of UK social housing, from policy shifts and funding updates to the latest initiatives shaping the sector in 2025.
So, to ease you into the new year, grab a coffee (or something stronger—we won’t judge), and let’s catch up on what’s been happening in This Month in Social Housing: January 2025…

Survey finds 60% of Landlords Optimistic About Enhancing Customer Experience
Analysis by Housemark has found that 60% of landlords feel they are “on the right track” in improving customer experience, based on data from 150 UK landlords. The survey highlights positive trends, including tenant satisfaction at 78% and high electrical safety compliance rates. However, it also reveals challenges—over half of all complaints relate to repairs, and only 10% of landlords achieve full monthly compliance for electrical and gas safety. Landlords with specialist anti-social behaviour officers manage cases more effectively than those relying on generalist staff. Housemark emphasises that meaningful improvements in tenant perception take 12-18 months to materialise, urging landlords to focus on proactive resource planning to strengthen service delivery and enhance tenant outcomes.

Ombudsman Issues New Guidance Aimed at Rebuilding Landlord-Tenant Trust
The Housing Ombudsman will publish its first good practice guidance later this year, focusing on repairing broken landlord-tenant relationships – a key issue in many complaints. The initiative follows the Grenfell Tower Inquiry’s findings on the damaging effects of mistrust between residents and landlords. Introduced under the Social Housing (Regulation) Act 2023, the guidance will showcase positive landlord approaches, helping to reduce disputes and improve service delivery. Landlords will self-assess against the framework, with support from the ombudsman’s learning centre and resident panel. Ombudsman Richard Blakeway emphasised that fostering the right culture and behaviours is essential, urging landlords to prioritise resident relationships over rigid policies. The guidance aims to drive lasting improvements across the sector.

RSH Global Accounts Reveals Record £8.8bn Spent on Repairs and Maintenance
Housing associations spent a record £8.8bn on repairs and maintenance in 2023-24, marking a 14.3% rise from the previous year, according to the Regulator of Social Housing’s (RSH) Global Accounts 2025. This is the third consecutive year of record spending, now 55% above pre-pandemic levels. Projections suggest annual repairs costs will reach £10bn over the next five years. While investment in existing homes continues to grow, the sector faces financial strain, with surpluses falling to their lowest level since 2018. Despite this, development spending rose to £15bn, delivering 54,000 new homes. The RSH warned of difficult trade-offs ahead, urging providers to balance financial resilience with investment needs while maintaining close regulatory oversight. Read Mobysoft’s response to the report’s findings.

One in Five People in England Struggling with Rent and Mortgage Payments, Shelter Finds
New research from Shelter reveals that 21% of people in England struggled to afford rent or mortgage payments in 2023. The study, based on a YouGov survey of over 6,000 adults, found that nearly 20 million people faced at least one housing-related pressure, including financial strain, eviction fears, and poor living conditions. Over a third had to cut back on essentials, while 57% lost sleep over housing worries. Rising rents, up 9.1% across the UK, continue to outpace wage growth. MPs are set to vote on final amendments to the Renters’ Rights Bill, which aims to ban no-fault evictions and introduce tenant protections. Shelter warns that urgent action is needed to address the growing housing crisis.

Government Massively Miscalculated Cost of Rolling Out Awaab’s Law
The government has acknowledged that it “vastly underestimated” the cost of implementing Awaab’s Law and plans to update its impact assessment following feedback from the housing sector. The law, named after two-year-old Awaab Ishak, who tragically died from mould exposure, mandates strict response times for social landlords addressing hazards. While the legislation is in place under the Social Housing (Regulation) Act 2023, secondary regulations are needed for full implementation. The government is still finalizing key details, including compliance timelines and guidance for landlords. Concerns over tight deadlines and potential claims farming are under review. Once enacted, landlords must adhere to strict repair timescales or face legal action from tenants. No implementation dates have been confirmed yet.
That’s a wrap for this month’s social housing round-up! We’re off to digest the latest RSH Global Accounts data and ruminate on the implications for the sector. No doubt there’s plenty to chew on. As always though, we’ll be back around the same time next month with more news, insights, and analysis. Until then, au revoir!
- This Month In Social Housing: January 2025 - January 31, 2025
- Social Housing 2025: The Experts Predict What’s Next - January 2, 2025
- This Month In Social Housing: November 2024 - December 3, 2024