UK Housing Associations Contact Centre Benchmarking Report 2025/26
An independent analysis of tenant contact centre performance across the UK social housing sector.
Drawing on Regulator of Social Housing Tenant Satisfaction Measures, Housing Ombudsman determinations and direct tenant feedback, FourNet's Benchmarking Report 2025/26 ranks the UK's 100 largest housing associations on contact centre performance, examines the CX failures driving the sector's complaint and compliance crisis, and sets out a costed transformation architecture for fixing the front door.
Why We Wrote This
The sector’s regulatory environment has changed. The contact centre is now where compliance is won or lost.
Tenant satisfaction with overall service sits at 75%. Tenant satisfaction with how landlords handle complaints sits at 39%. That 36-point gap is the largest systematic gap in the sector, and the Regulator has noticed. 7,082 Housing Ombudsman determinations were issued in 2024/25, up 30% year-on-year. 71% were upheld against landlords. Awaab’s Law has been live since October 2025, with unlimited court sanctions for breach.
This report sets out, with the data, what is actually going on at the front door of UK social housing, and what the best-performing landlords are doing differently.
Four Numbers From the Report
75%
Sector tenant satisfaction with overall service
The headline number is healthy
39%
Sector tenant satisfaction with complaint handling
The single lowest-rated touchpoint
8–12
Minutes average tenant call wait
Cross-sector benchmark is 4–5 minutes
<5%
Of tenant calls being reviewed for quality
95% of every conversation a tenant has with their landlord is never reviewed.
What's Inside the Report
100 providers ranked. One sector deep dive.
Call performance trends
Tenant wait times, abandonment, channel performance, complaint volume year-on-year
Emerging CX challenges
Awaab's Law triage failure, vulnerable tenant mis-routing, repair surge management, RSH inspection readiness
Regulation and compliance
The regulatory timeline and what contact centres must demonstrate
Top 100 UK housing associations by stock size
full leaderboard
Voice of the customer
Verbatim quotes from public sources, top complaint themes, sentiment across top and bottom performers
Tenant Satisfaction Measures deep dive
Full sector analysis of all 12 perception measures, provider heatmap, best-and-worst on TP01 and TP09
About FourNet's Housing Practise
CX, AI and Voice for the social housing sector.
FourNet works with UK housing associations to deliver digital transformation strategies that help them manage and improve customer contact. We bring together speech analytics, workflow automation, agentic AI and workforce intelligence to detect vulnerability, triage hazards under Awaab’s Law, surface complaint patterns before they become Ombudsman determinations, and free agents to focus on the conversations that need a human. Our work is vendor-agnostic, evidence-led, and built around the regulatory realities of UK social housing.
Get the full Benchmarking Report 2025/26.
Complete the form below and we’ll email you the full report. The report is independent, sector-wide, and free of charge to housing leaders.