Mediaworks, a leading independent digital agency, has published a new whitepaper titled"Building Trust Through Digital Transformation: How Data, Communication and Technology are Redefining Tenant Satisfaction in UK Housing."
The report examines how housing providers can address declining tenant satisfaction scores by embedding digital-first thinking across engagement, compliance and service delivery.
Drawing on the first national Tenant Satisfaction Measures (TSMs) dataset, regulatory analysis and behavioural insights, the whitepaper identifies six critical technology and communication trends reshaping tenant satisfaction. These include smart maintenance systems, digital engagement platforms, cloud-first automation, accessible design, data-driven retrofit and robust data security.
The whitepaper highlights that satisfaction in UK housing is under pressure, with overall scores averaging around 71%. Only 35% of tenants are satisfied with how their landlord handles complaints, while satisfaction among larger landlords falls to 65.9%. Among shared ownership residents, satisfaction drops to just 49%.
The report emphasises that tenant satisfaction now depends as much on communication as it does on service quality. With new regulations including the Social Housing (Regulation) Act 2023 and Awaab's Law raising expectations for transparency and responsiveness, digital transformation has become essential to meeting both regulatory and reputational demands.
To support this shift, Mediaworks has developed the Mediaworks Measure of Experience (M-MeX), a digital maturity index that benchmarks how effectively landlords use digital tools to support communication, compliance and transformation. When combined with TSM outcomes, M-MeX offers actionable insight into where improvements will have the greatest impact on tenant satisfaction.
Brett Jacobson, CEO of Mediaworks, commented, "The housing sector is at a turning point. Tenant expectations are rising, regulations are tightening, and the introduction of Tenant Satisfaction Measures has brought a new level of visibility to how landlords perform. It is clear that many organisations are struggling to meet those expectations.
"Real transformation starts with people. It comes from listening, responding and acting on what tenants need. Those who focus on that will not only improve their scores but redefine what good housing looks like in a digital world."
