Industry Viewfinder 17


61% of respondents were using remote management in their social housing property portfolios, chiefl y for electricity usage, and monitoring security systems including cameras and alarms


T e results of a subsequent research study we undertook in 2024 on the subject help clarify some of the key trends in the sector post-pandemic, around technological advancements behind remote monitoring, the demands in the sector, and practical implementation. It is a more wide-ranging study that aims to provide a holistic understanding of the potentially transformative impact of remote management and digital monitoring in social housing, including canvassing views on smart building systems, Internet of T ings (IoT) devices, and data analytics platforms. Overall, the research forms part of a nuanced understanding of the evolving


landscape of remote management and digital monitoring in social housing, by collating fi rst-hand expertise and experience from professionals. It explores how technology approaches are being embraced in practice, including real-world experience sharing to identify the gaps in progress as well as successes. T e end result is a useful contribution to the debate around improving operational effi ciency and resident wellbeing in social housing settings.


INTRODUCTION In the UK, remote monitoring of social housing has been increasingly explored as a way to improve the quality of living, reduce costs, and streamline management. As local councils, housing associations, and other housing providers face rising demand for social housing and limited budgets, remote monitoring off ers innovative solutions. T is can range from improving tenant safety and wellbeing to ensuring that buildings are energy effi cient, and well maintained. Remote monitoring is currently being used in social housing portfolios


across the UK, and realising some of the benefi ts listed below, but there is much potential for greater innovation, particularly as the Internet of T ings (IoT) and the possibility of pursuing predictive maintenance with engaged tenants develops in future years. By avoiding the traditional spot-check approach of surveyors visiting properties, and moving to an ongoing smart data approach to monitoring a range of systems and conditions in properties, a truly realistic picture is built up of the maintenance needs in each case. In addition, tenant satisfaction as well as wellbeing can be raised, while avoiding legal penalties on the housing provider for poor performance. However, there are a range of challenges and problems in adopting this new approach, as we discovered in our research.


THE PROPERTY PORTFOLIO PROBLEM Challenges of maintenance of social housing, from simple repairs to overhauling properties suff ering from damp and mould, have always posed challenges to managers, not just tackling the number of properties involved in many landlords’ portfolios, but in responding promptly and eff ectively to alerts from residents. Much of the UK’s social housing stock is ageing, and the cost of remediating


it on health and performance grounds therefore becomes more expensive every year that goes by, as buildings need more frequent, in-depth repair. T is ranges from outdated plumbing and electrical systems to structural issues which may have emerged over decades. Managers face a more stringent and demanding regulatory regime, including


standards and penalties, leading to higher costs of compliance, working with the necessary consultants. T ese measures are pursued for good reasons, but place more challenges at the foot of professionals already grappling with many issues.


Macro-economic factors such as infl ation and material costs are proving a


stubborn problem in the construction industry, as are labour costs as the skills crisis continues unabated. T ere are a range of construction sectors feeling the pinch, which means there is further competition for resources. Lastly, climate change and more linked extreme weather events are making the need for rigorous maintenance more pressing, as heavy, prolonged rain can make internal damp and mould worse, and extreme temperatures put a strain on heating and cooling systems. Proactive and preventative maintenance measures help to address these, but they come at a commensurate cost.


A CHANGE OF MINDSET Despite the benefi ts, there are a range of crucial factors in the social housing sector that complicate things, but which also provide further reasons for changing the traditional approach to maintenance. T e social housing sector is experiencing a signifi cant rise in maintenance and repair costs, with an increase of 15% reported from 2023 to 2024, which has been partly put down to the much higher priority being given to tackling damp and mould remediation in the wake of the death of Awaab Ishak in social housing in Rochdale. However, understanding the reasons behind these costs is crucial to developing strategies to reduce them at housing associations and local authorities, and in central Government. T e Covid pandemic only exacerbated many of the pre-existing issues of


accessing properties. T is was pinpointed in 2021, when Ian Murray, managing director at water management maintenance fi rm Plexus Innovation highlighted the fi nding that the past 18 months had shown “diffi culty in gaining access to facilities to take manual compliance measurements.” Murray’s fi rm is investing heavily in remote monitoring to assist it in contracts


where ensuring water systems are safe are a key priority. He said there was an increased desire to remove the “monthly inconvenience associated with manual compliance measurements” for tenants who oſt en “currently have to wait at home and allow potentially unwelcome access.” However, Murray added that beyond this issue of inconvenience, systems


were needed that minimised the risk of important maintenance not having been carried out accurately, or not at all, while being easy for tenants to participate in. Further benefi ts include the potential to minimise the carbon footprint associated with manual compliance measurement onsite, for example across “fragmented geography,” and the ability to continually monitor properties to gain a real time understanding of asset performance and condition, while potentially removing some of the admin burden and reducing costs. While management are acutely aware of the need to protect tenants and staff


from the risk of legionella in such cases, relying on random, periodic checks as per the traditional route is far less eff ective than the ability to do this in real time on each property. It would also enable management to optimise and reduce energy costs, while checking things like taps leſt running, water leaks, water heaters under stress and failing assets, all of which could enable early intervention that saves time, money, disruption and stress. Currently, says Murray, there is a norm of missed appointments and wasted


time, cost and human resource, such as resulting from tenants who “don’t or can’t wait in for your team,” but innovations are in play that could see this becoming a thing of the past.“


ENERGY EFFICIENCY & MAINTENANCE Optimising maintenance and repairs is probably the key reason for social housing providers to install remote monitoring; many social housing providers are now installing IoT sensors in key areas like plumbing, heating systems, and appliances. For instance, sensors can detect issues such as water leaks, boiler failures, or HVAC breakdowns. Early detection means that repairs can be carried out before small issues turn into larger, more costly problems. As part of predictive maintenance, data from sensors can be analysed to alert


providers to when predictive maintenance is needed, allowing for proactive repairs to be done rather than reacting to breakdowns. T is can save on emergency call-out costs and reduce the number of tenant complaints.


Housing Management & Maintenance February/March 2025


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