PurposeThe purpose of this study is to inform policy and contribute to the existing literature on low-income housing.Design/methodology/approachIn this study, a case study approach was adopted, and data were collected through secondary data collection that is literature survey and through empirical data collection by conducting face to face interviews and survey of key stakeholders, citizens, and government authorities, and in some cases supplemented by on site photography. The data collected from the field was analysed using quantitative and qualitative techniques. The questionnaires were coded for scientific analysis of data. The information was presented in a structured way that permits for in-depth analysis of the data.FindingsIn this study, many paradoxes were noted defying common sense, but nonetheless, they require a solution. It has been concluded that, while efforts to improve settlements and anticipate future ones are becoming more common, the desire for eradication persists in many towns in Botswana.Research limitations/implicationsThe major limitation of this study is that it was done during the period of COVID-19 induced movement restrictions. As a result, the preferred face to face interviews with key informants were not possible.Practical implicationsThis research informed policy on low-income housing in Botswana. The Government of Botswana can use the findings of this study to formulate policies which help in alleviating challenges currently faced in practice when implementing low-income housing projects. The concept of low-income housing has been adopted by many developing countries including in Africa. As such, results of this study can also be applicable in other developing countries where they can be used as a starting point for evaluating the success of policies and the practice of low-income housing.Originality/valueThis work made original contribution to knowledge by putting the plight of housing the urban poor in Botswana will in perspective.