1st October 2024
From artificial intelligence (AI) to real-time data analytics, the social housing sector is embracing more technology than ever before. While tech innovations are helping housing providers streamline operations and meet growing demands, technology is just a tool (not the goal). At the heart of social housing are the tenants, and technology should only serve to enhance their experience, not replace the personal touch that is so essential.
Regulations like the Tenant Satisfaction Measures (TSMs) demand tenant voices are heard and acted upon. Tenants are no longer passive recipients of services—they expect quick responses, high-quality maintenance and clear communication. For social housing providers, meeting these expectations is difficult, especially when stretched by rising costs and limited resources.
Supporting housing providers with technology
There’s little doubt that technology can help housing providers become more efficient, but the ultimate focus should always be on tenant satisfaction. This means housing providers need to build tenant needs into their daily operations — where regular feedback, strong communication and engaged staff are critical for ensuring tenants feel supported. And technology, if used wisely, can help by making it easier to gather and act on tenant feedback.
For example, when it comes to repairs, maintenance and tenant communication, technology can make a huge difference. Centralised platforms that organise and track repairs can help reduce delays and keep tenants informed about the status of their issues. But the goal isn’t just to automate everything—the real aim is to improve the tenant experience.
Housing providers* highlight how they are using AI and real-time data to anticipate problems before tenants even notice them. Environmental sensors can monitor things like humidity and temperature to detect mould before it becomes a serious issue. So, by addressing these problems early, housing providers can improve tenant living conditions and avoid more costly repairs. (*As presented at the Housing Community Summit)
But the resounding message is technology is there to support, not replace, the human element. The focus in on automating admin-heavy tasks like creating work orders or assigning contractors – which gives staff more time to focus on what matters most—listening to and engaging with tenants.
AI and data analytics are powerful tools for improving social housing services. But if these technologies aren’t used carefully, they can make tenants feel disconnected from the process. The key is to ensure technology helps create a better tenant experience, rather than alienating the people it’s supposed to serve.
For instance, AI-driven platforms can collect vast amounts of tenant data, helping providers predict when issues like damp are likely to occur. This allows landlords to be proactive rather than reactive, fixing problems before tenants have to report them. But it’s crucial that tenants understand how these systems work and trust that their data is being used responsibly.
AI can also help overcome communication barriers by providing services in multiple languages, making sure that all tenants feel included. This personalised communication builds trust between tenants and landlords and strengthens the relationship. But even with AI, the human touch is needed to ensure tenants feel heard and respected.
Human oversight in AI social housing platforms
One of the major benefits of technology in social housing is its ability to provide flexible solutions to complex problems. Centralised platforms can automatically reassign work orders if a contractor doesn’t respond in time, ensuring tenant issues are resolved quickly. AI-powered systems can also monitor performance, flagging potential issues before they escalate.
But while these tools can improve efficiency, they should never replace the human oversight that’s so important in housing services. Technology might speed up processes, but housing staff need to remain involved, making sure decisions are fair and prioritising tenant needs.
Looking to the future, fully automated systems might handle everything from diagnostics to payments. But without human oversight, there’s a risk these systems could make decisions that don’t fully consider the nuances of tenant needs. Housing providers need to strike a balance, using technology to make their work easier, but always ensuring that tenants remain at the centre of decision-making.
The future of social housing will undoubtedly be shaped by new technologies, but the sector must stay focused on its true mission: to provide safe, affordable, and high-quality housing for everyone.
Incorporating AI, real-time data and other tech innovations into housing services isn’t about cutting costs or removing human interaction—it’s about empowering staff to focus on what really matters: ensuring tenants feel heard, respected and supported. When technology is used to enhance the tenant experience, not just for operational efficiency, it creates a housing sector that truly works for the people it serves.
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