In social housing, the stakes are high – residents want safe, healthy homes while housing providers must deal with growing compliance demands, ageing stock and operational backlogs, all while navigating digital transformation.
At a recent user forum hosted by MRI Software, housing specialists came together to explore how the smarter use of KPIs, technology and data can unlock better outcomes.
Their discussions offered insights into how housing providers can move beyond traditional metrics to achieve healthier homes, reduced backlogs and stronger property portfolios.
Rethinking KPIs – From noise to impact
The panel began by challenging the status quo, commenting that many housing providers are still using KPIs that haven’t evolved in a decade: “We’re measuring the same things we did ten years ago; it’s time to rethink what actually drives service improvement.”
The answer lies in linked KPIs and how we connect the dots through multiple data sets. Metrics such as attendance-on-time and first-time-fix rates, when connected, offer a clearer picture of service quality and resident impact. Every missed appointment isn’t just a number but a disruption to someone’s life. One of our panellists said, “Repeat visits mean more time off work and greater frustration so KPIs should reflect that human cost.”
For IT leaders, this means designing systems that capture data and translate it into meaningful insights, not just performative measures.
Smarter scheduling to cut backlogs
Repair and maintenance backlogs remain a major operational challenge, and fragmented systems between housing providers and subcontractors are at the root of this problem. Reducing backlogs starts with intelligent scheduling and resource planning.
While automation has its place, human schedulers remain essential. A panellist said, “Schedulers are the ones who save the jobs when things go wrong – technology should empower them, not replace them.”
Smart scheduling tools that flag linked jobs, optimise routes and enable real-time updates can dramatically improve operational efficiency. Pair this with clear communication, and they help to build trust with residents, reduce complaints and improve satisfaction.
Healthier homes through better compliance
Compliance is no longer about regulation – it’s about safety, health and dignity. The discussion reframed compliance as a core driver of healthier homes, not just a reporting requirement.
For example, Bernicia Homes treats compliance as non-negotiable, with structured reporting and board-level oversight. Bernicia Homes’ head of assets and retrofits said, “It’s not glamorous but it’s what keeps homes safe.”
Another common contractor challenge is poor asset data. Without accurate, integrated information, servicing properties becomes inefficient and risky. This reinforces the need for robust asset management systems, open APIs and real-time data-sharing across platforms.
Building stronger portfolios with better data
A recurrent theme was the importance of data governance and executive alignment. Bernicia’s success with tenant satisfaction measures (TSMs) stems from a culture where data is prioritised, dashboards are central and performance is actively managed.
As the sector prepares for regulatory shifts such as Decent Homes 2 and MEES, strong asset data will be critical. One panellist said, “If you’re not hot on your data, you’ll get found out and it’ll cost a boatload of money.”
Better data doesn’t just support compliance, it also enables strategic portfolio management, helping housing providers to plan upgrades, allocate resources and future-proof their housing stock.
Technology as an enabler
The user forum made one thing clear: achieving healthier homes, reducing backlogs and building better portfolios isn’t just about systems, it’s about strategy, culture and collaboration.
For IT teams, the challenge is to build platforms that connect teams, empower decision-making and keep residents’ experience at the core. Whether it’s through smarter KPIs, integrated scheduling or real-time asset data, technology must be an enabler, not just an overlay.
It’s about the balance between people, stock, processes and technology. This begins with asking one fundamental question – which are the KPIs that really matter?
Lorna Given is the director of product management at MRI Software.
