Why Multilingual Communication Is Essential for Today’s Housing Providers

‘The UK is increasingly multilingual,’ declares a report written following the Cambridge Bilingualism Network Forums in 2017.  The forum revealed findings from studies carried out the previous year, that had shown, ‘1 in 5 primary school children in England spoke English as an Additional Language.’  In 2021, the Office for National Statistics found that ‘91.1% (52.6 million) of usual residents, aged three years and over, had English (English or Welsh in Wales) as a main language (down from 92.3%, or 49.8 million, in 2011).’ 

This data indicates that a growing proportion of our UK residents speak a language other than English as their first language.  And this is not a recent development.  In fact, even delving back some 20 years, CiLT, the National Centre for Languages, carried out a study finding, ‘Children in England speak at least 300 different languages between them,’ as reported by the BBC.

In a landscape as culturally and linguistically diverse as the UK, therefore, communication is no longer a one-size-fits-all task, an evolution which is particularly important for housing providers to understand and act upon.  Whether you're managing social housing, a Build-to-Rent development, or overseeing a portfolio of private homes, ensuring residents can access and understand key messages in their own language is becoming a necessity.

From improving safety to boosting tenant satisfaction and community cohesion, multilingual communication plays a vital role in the successful management of modern housing.

In this blog, we’ll explore why it matters more than ever and how you can ensure you’re meeting the needs of a linguistically-diverse population of residents.

1. Enhancing Safety Through Clear Communication

One of the most critical responsibilities for any housing provider is keeping residents safe. Health and safety notices, fire safety protocols, maintenance schedules, and emergency updates are all essential information – and must be understood.

With so many people in the UK speaking a main language other than English at home, a figure estimated to be around 4.1 million by the Office for National Statistics following the 2021 census, vital safety messages may be going unread or misunderstood, if only delivered in English.  Multilingual communication ensures everyone receives the same potentially life-saving information, regardless of their language proficiency.

2. Ensuring Clarity of Communication Across the Board

From rent reminders to policy changes, missed or misinterpreted messages can lead to tenant frustration, arrears, and unnecessary strain on customer service teams.  Providing communications in multiple and relevant languages helps residents stay informed and engaged, and allows for more effective communication between housing providers and home users.

This kind of proactive, inclusive approach shows that providers are not just delivering services, but genuinely seeking to build transparent, accessible relationships with their communities.

3. Fostering Stronger Communities and Reducing Social Isolation

When residents can understand notices, take part in events, and engage in local activities, it creates more vibrant, connected communities.  Language barriers often prevent meaningful participation, leading to isolation in the community, particularly among older tenants or recent arrivals.

Research from the British Red Cross and Co-op found that ‘Over 9million  people in the UK (almost one fifth of the population) report they are always or often lonely.’  And according to news outlet Aljazeera, ‘Based on a survey of almost 1,000 people as well as focus groups and interviews, the research shows that people from BAME backgrounds may be more vulnerable to loneliness and face greater barriers in accessing help to overcome it.’  Multilingual messaging helps overcome this barrier, opening up pathways to connection, support, and neighbourly trust.

4. Supporting a Commitment to Inclusivity and Diversity

Social landlords often have core values built around community, diversity, and inclusion.  Making language accessibility part of your digital and physical communications strategy is a tangible demonstration of those values in action. 

Not only does it emphasise a celebration of diversity, this inclusive approach has tangible benefits for the wellbeing of residents.  ‘Through the research of many linguists, psychologists, and language educators, it has been shown that the effect of native language loss reaches far,’ advises a report written by the University of Pittsburgh.  There are many benefits to encouraging the upkeep of a native language even if English is spoken well as an additional language, such as maintaining cultural heritages, opening up economic barriers through bilingual work opportunities, and, as found in recent studies, an increase in cognitive abilities for bilingual children.  ‘Not only can bilingualism increase cognitive abilities, but it is also revealed to increase the “cognitive load” that they are able to manage at once,’ reveals the University of Pittsburgh. 

Offering translated content is not just about ticking a compliance box – it’s a reflection of a housing provider’s dedication to meeting people where they are and respecting the richness, and importance, of their cultural backgrounds.

5. Improving Customer Service and Brand Perception

Multilingual engagement isn't just functional – it’s reputational.  When residents see that their housing provider is making an effort to speak their language (literally), it fosters trust, loyalty, and satisfaction.  It positions the provider as empathetic, responsive, and forward-thinking.  In fact, customer care software provider, Live Agent, reports that ‘76% of consumers prefer to engage with brands that provide communication in their preferred language.’  Moreover, they point out that, ‘Customers value personalised, language-specific support as it shows a brand’s commitment to meeting their needs.’

This approach also reduces pressure on frontline teams who might otherwise spend time troubleshooting misunderstandings or sourcing ad hoc translations.  When the necessary steps have been taken to ensure all important information can be understood by residents, it naturally leads to a decrease in customer care queries and frees up the time for your on-site team.

6. Benefits for Private Sales and Overseas Investment

While the benefits of multilingual communication might be more obvious in social housing, it's worth noting the strategic benefits it brings to Build-to-Rent (BTR) and private sale developers.  For property managers engaging with overseas buyers or tenants – particularly in major cities like London, Manchester, or Birmingham – multilingual digital platforms offer a way to nurture relationships from the first point of contact through to occupancy and beyond.

For example, allowing an overseas investor to access building information, welcome packs, or maintenance updates in their native language can enhance professionalism and encourage long-term engagement.

Multilingual by Default: Spaciable's Approach

At Spaciable, we believe that inclusive communication should be easy, intuitive, and built into the way you work. Our platform offers a ‘Languages’ feature, allowing residents to translate all posts, documents, and updates at the tap of a button.  Regardless of their native tongue, the goal is always to support better understanding, safer homes, and more connected communities.

In an increasingly diverse housing landscape, multilingual communication isn't just a nice-to-have – it's a must-have.

Are you ready to make your communications truly inclusive?

Contact Spaciable to find out how we can support your residents – whatever language they speak – here.

Quick Summary: Why Multilingual Communication Matters for Housing Providers

Whether you're a social landlord, property manager, or BTR developer, here’s why multilingual communication should be part of your resident engagement strategy:

Top Benefits of Multilingual Communication:

• Improves Safety

• Ensures residents understand vital health and safety info (e.g. fire safety, emergency updates)

• Reduces risk and increases compliance across diverse communities

• Prevents Miscommunication

• Keeps tenants informed about rent, maintenance, policy updates and more

• Reduces confusion, arrears, and unnecessary support requests

• Fosters Community Cohesion

• Encourages participation in local events and neighbourly interaction

• Helps residents feel part of a shared, inclusive environment

• Supports Inclusivity and Diversity

• Aligns with social landlords’ commitments to equity and community support

• Demonstrates cultural awareness and respect

• Boosts Customer Service and Trust

• Enhances satisfaction by showing tenants their voice matters

• Reduces staff workload from handling preventable issues

• Combats Loneliness

• Opens up channels for isolated residents to access help and social networks

• Particularly valuable for elderly or recently arrived tenants

• Adds Value for Private and BTR Developments

• Assists communication with overseas investors and tenants

• Improves perception of professionalism and global readiness

Top Tip:

Spaciable offers a built-in translation tool for posts, documents, and resident updates to streamline your efforts.

Inclusive communication = safer homes, stronger communities, and happier residents.