What the 2024 Global Accounts Reveal About the Future of Housing Associations
The release of the Global Accounts 2024 by the Regulator of Social Housing at the beginning of this year paints a sobering picture for housing associations (HAs) across England. Rising costs, growing regulatory scrutiny, and shrinking surpluses are reshaping the social housing landscape. But amid the challenges, a new path forward is becoming increasingly clear: those who embrace technology—particularly artificial intelligence—are outperforming their peers, unlocking efficiency, and protecting their financial sustainability.
In this article, we explore what the Global Accounts data tells us about the current and future state of housing associations and why investment in data, AI, and smart systems is becoming mission-critical.
The Financial Pressures Facing Housing Associations
The Regulator of Social Housing’s data offers a blunt reminder that social housing financial sustainability is under significant strain. In 2024, operating costs per unit rose by an average of £500, and with inflationary pressures still in play, further increases are forecast for 2025. Meanwhile, surpluses are shrinking, making it harder to reinvest in existing stock, develop new homes, or improve tenant services.
This comes at a time when HAs face competing priorities—a rising elderly population with more complex needs, increasing demands for better property standards, and the push to meet decarbonisation targets. It’s little wonder that leadership teams are asking: how can we do more with less?
The answer, as both the Regulator’s report and recent government initiatives make clear, lies in the better use of technology in social housing.
Why AI Adoption Is No Longer Optional
The Global Accounts 2024 contain a particularly striking insight: housing associations that have adopted AI-driven tools in income collection consistently outperform those that have not across three critical arrears areas:
Current Rent Arrears: Between 2020 and 2024, housing associations using Mobysoft’s RentSense saw a 10.8% reduction, while non-users experienced a 4.9% increase.
Former Tenant Arrears: RentSense users reduced former arrears by 26.8%, compared to an 11.1% rise for their peers.
Surplus Impact of Arrears: RentSense users saw a 64.2% reduction in the surplus impact of arrears, far exceeding the 37.6% reduction seen by non-users.
If the 38 HAs using RentSense had performed like their peers, it would have cost them collectively £57.8 million over the four-year period—a figure that underlines how costly inaction can be.
This is a clear case of technology driving measurable impact. AI tools like RentSense don’t just automate tasks—they enable housing professionals to focus their efforts on the right tenants at the right time, improving outcomes for tenants and financial health for landlords.
Lessons from Across the Public Sector
The trend toward digital transformation isn’t confined to housing. In recent weeks, the UK government announced a sweeping plan to roll out AI tools such as “Humphrey” across Whitehall, aimed at boosting productivity, cutting costs, and eliminating unnecessary admin across public services—from HMRC to the NHS.
This reflects a wider recognition: AI and data-driven decision-making are the future of public service delivery. And social housing should be no exception. In fact, as stewards of over five million homes, HAs are uniquely placed to benefit from smarter data strategies that deliver greater value for money.
As recent research from Housemark has shown, the sector could unlock up to £880 million in financial headroom through improved operational efficiency. That’s the equivalent of 4.4 million additional responsive repairs or 4,500 new homes—outcomes that could dramatically improve tenant lives.
Building a Digital-First Strategy in Housing
What does a sustainable, digital-first housing strategy look like?
Invest in the Right Technologies: This isn’t about chasing trends—it’s about choosing solutions that deliver measurable value. Tools like RentSense and RepairSense show how AI can reduce arrears, improve repairs outcomes, and reduce workloads.
Embed a Robust Data Strategy: The ability to make timely, evidence-based decisions hinges on having high-quality, connected data. Technologies that unify repairs, arrears, and customer insight data—like Mobysoft’s PropertySense®—will be key.
Drive a Culture of Continuous Efficiency: The most successful housing providers treat efficiency not as a one-time goal but as a core operational value. They engage staff, monitor KPIs rigorously, and adapt quickly to new challenges using data-led insights.
Improve Tenant Services Through Automation: From predictive maintenance to personalised communication, automation can enhance satisfaction and reduce costs—an essential balance in today’s climate.
A Sector on the Brink of Renewal
Despite the challenges laid bare by the Global Accounts 2024, there is reason for optimism. The sector has gone some way to address its ‘talent gap’ challenges largely due to initiatives that promote upskilling and professional development.
One significant step forward is the introduction of a new standard for housing qualifications, coming into effect in April 2025, which will require around 25,000 senior housing managers and executives to obtain a Level 4 or Level 5 qualification. Mandated by the Social Housing (Regulation) Act 2023, this move is not only aimed at raising standards across the sector but also enhances the appeal of social housing as a career—offering clearer progression pathways and elevating the professional status of those working within it.
Further to this, with AI and technology more accessible than ever, HAs now have the tools (or at least access to the required tools) to redefine what good performance looks like—for their finances, their teams, and, most importantly, their tenants.
But action is needed now. With operating costs rising and demand growing, HAs must seize the opportunity to modernise. As the government’s AI Opportunities Action Plan shows, transformation at scale is not only possible—it’s underway. The social housing sector must now take a similar leap. Because by putting data and technology to work, we can build a resilient, efficient and people-first future for housing associations—no matter what the next Global Accounts data may bring.
Mobysoft AI-powered PropertySense® applications RentSense® and RepairSense® help landlords improve their income-collection processes and the productivity, quality, and sustainability of their repairs service for the benefit of all involved.