A focus on proactive repairs and maintenance, efficiency savings, and contractor relationships will continue, while new technologies will help landlords meet rising customer expectations for transparency and openness.
Despite the challenges of 2020, housing associations have continued to adapt and innovate to provide a safer, more convenient experience for their residents.
If we’ve learned anything in the last year, it’s that you can’t always predict what’s around the corner. Even so, there are some trends that are likely to stick around.
Looking ahead, a focus on proactive repairs and maintenance, efficiency savings, and contractor relationships will continue, while new technologies will help landlords meet rising customer expectations for transparency and openness.
In a recent article for Housing Digital, we predicted that:
Housing associations will take a proactive approach to repairs and maintenance.
Landlords will look for efficiency savings as certain revenue streams diminish.
Customer expectations will continue to rise, with digital communication and contactless options becoming the norm.
Housing associations will demand more from their contractors, with many landlords demanding a consumer-like experience for their residents.
Housing associations will need to show they are listening to - and acting on - the customer voice.
In recent years, forward-thinking landlords have striven to match the customer experiences enjoyed by residents in other areas of their daily lives. Whatever 2021 brings our way, this trend is sure to stay.
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