We’ve published the first sector-wide, year-end performance results for 2024/25, offering landlords an exclusive early view of how the social housing sector has performed over the past 12 months.

Drawing on data from 164 housing providers across the UK, the latest Monthly Pulse report reveals signs of improvement in core landlord services, despite the continued complexity of the operating environment and financial pressures facing the sector.

Early indications suggest a modest improvement in tenant satisfaction, with year-end median results for English landlords rising by 1.7 percentage points compared to 2023/24. We forecast a 2024/25 median result of 72 to 73 per cent based on the Tenant Satisfaction Measures (TSMs). A more detailed analysis of satisfaction data will follow in our full-year TSM report, due in June.

Key findings include a better-than-expected result on rent arrears, which closed the year at a median of 2.50 per cent – a return to pre-pandemic levels and a marked improvement on recent months. This builds on the stabilisation seen in 2023/24 and confirms a longer-term downward trend.

Vacancy rates also improved further, with a snapshot rate of 0.49 per cent in March 2025 – the lowest recorded throughout the year. While this follows a 15 per cent year-on-year reduction seen in 2023/24, many individuals landlords face a continued struggle to improve performance in this area.

Repairs services continued to recover, with landlords completing an average of 3.3 repairs per property in 2024/25 and transactional satisfaction remaining consistently high, averaging around 87 per cent for much of the year.

The data also points to a significant shift in complaints reporting, with volumes up 55 per cent in England since April 2023. The rise reflects the impact of more proactive regulation and additional powers granted to the Housing Ombudsman, with many landlords increasing their capacity to log and respond to service failures.

Jonathan Cox, Chief Data Officer at Housemark, said: “Our year-end Pulse report provides a unique early look at how the sector is performing across a wide range of measures. While some familiar challenges remain, we’re seeing signs of recovery and resilience, with improved arrears performance, some better vacancy management and more robust approaches to complaints and repairs. These insights give landlords a valuable head start as they plan and prioritise for the year ahead.”

Our Monthly Pulse is the UK’s most timely housing benchmarking tool, enabling landlords to track in-year performance on 15 core measures. The April 2025 edition includes finalised data for the financial year ending 31 March 2025 and is available exclusively to participating Housemark members.

Other key findings in this month’s Pulse Report include:

  • New anti-social behaviour case volumes rose by 14 per cent in March, as English regulatory ASB reporting requirements start to have an effect.
  • The median average re-let time for standard re-lets was 46.5 days in March, showing minimal change from February.
  • Digital contact dropped sharply, with the proportion of customer contact via digital channels falling by nearly 11 per cent month-on-month to 35.6 per cent.
  • The percentage of working days lost to sickness absence fell slightly to 3.6 per cent, continuing a gradual downward trend.
  • Voluntary staff turnover increased by 33 per cent in March, with a median of 0.7 per cent, pointing to a degree of seasonality in recruitment and retention.
  • Resolution rates for complaints remained strong in March, with 95 per cent of formal Stage 1 and 2 complaints resolved within published timescales.
  • The percentage of domestic properties with up-to-date electrical installation condition reports (EICRs) rose marginally to a median of 99.36 per cent.
  • The 99.98% median result for gas servicing is identical to the equivalent figure from 2023/24 and shows that fewer than half of all landlords achieved full compliance in 2024/25.

If you would like more information about the Pulse Survey, get in touch now.