The Potential Impact of AI on Communication Between Tenants and Social Housing Providers

Artificial intelligence (AI) has the ability to revolutionise the way we all communicate, and the social housing sector is no exception. 

In the future, AI will be used to enhance communication between tenants and social housing providers, streamlining interactions and reducing administrative burdens. It will also be utilised to deliver more personalised services, with cutting-edge technology creating a tailored user experience.

However, are tenants willing to engage with AI, and will they see it as a positive step in achieving better communication with housing associations?

In this article, we explore how AI can be used to enhance communications and its potential impact, as well as discuss whether tenants are currently engaging with it positively.

How AI could be used to enhance communications at housing associations 

Some social housing providers are already adopting AI-powered tools to facilitate effective interaction with tenants, but there is a vast array of other technologies that could be utilised. 

Here are some of the applications we could see being introduced in the industry: 

• Chatbots and virtual assistants: AI chatbots could be deployed on websites and tenant portals to answer common questions that don’t necessarily require human interaction. These tools should be available 24/7.
• Automated maintenance reporting: Tenants could report repairs and maintenance issues through an easy-to-use, AI-powered system. These tools are then able to work out what repair work a tenant needs, and even use image recognition to categorise repair needs when tenants upload photos.
• Natural language processing: Machine learning could be used to analyse emails and text messages from tenants, relying on computers to understand and interpret human language. This tool then automatically directs tenants to the correct department and flags urgent issues.
• Predictive engagement: Tenant needs are anticipated in advance, allowing issues to be addressed before they arise. For example, sending reminders about rent payments or upcoming inspections. Communication can also be tailored based on tenant history.

What impact will AI have on tenant communications?

Currently, across the sector, there are examples of where the rollout of AI has been positive, as well as instances where the outcomes have been adverse. 

However, if the correct AI-powered tools are implemented and integration has been handled in the right way, we will see more success stories than horror stories. 

Where AI is successfully used in tenant communications, we are likely to observe the following benefits:

• Improved efficiency: Automating repetitive communications will enable housing providers to reallocate staff resources and reduce time spent on the phone. This can lead to cost savings and improved service delivery.
• Faster responses: Routine queries will be answered more quickly, without needing to wait for a staff member to respond. Not only does this reduce waiting time for tenants, but it also frees up staff time to deal with more complex or emergency cases.
• Informative data: AI will capture insights into tenant concerns and communication patterns, enabling providers to identify recurring problems and improve services over time.
• More consistent information: Standardised, AI-generated answers will ensure tenants receive accurate and consistent information regardless of when or how they make contact. Everyone should receive the same level of service.

In recognising these benefits, it’s also essential to acknowledge some of the challenges. We will discuss these in more detail in the next section.

Are tenants engaging with AI, and do they like it?

So far, based on our experience speaking with people in the sector, tenant engagement with AI has been mixed. Here are some of the top-level observations we have made that will inform future decisions about AI communication tools:

1. Positive reactions to convenience: Many tenants appreciate the speed and availability of AI-powered services, particularly outside regular office hours. Being able to get a quick response without waiting on hold is a clear advantage.
2. Scepticism about personalisation: Some tenants feel AI systems lack the human touch, especially when dealing with sensitive issues such as complaints, arrears or antisocial behaviour.
3. Concerns about the digital divide: Older tenants, those without internet access or people with limited digital literacy may find AI-driven communication difficult to use. For these groups, AI can create barriers rather than remove them.
4. Trust and transparency: Tenants want to know when they are interacting with AI rather than a person. Providers who are upfront about their use of AI tend to see higher acceptance levels.

While this is just a general overview of what we are hearing from housing associations, it’s clear that more work needs to be done in striking the right balance between human-led and AI-driven tenant communications.

It’s our view that technology alone is not a solution to improving social housing services, and the key to success lies in finding a balance. AI should be used to handle routine, high-volume queries, while human staff deal with complex, sensitive or personal issues. 

Consideration also needs to be given to tenants with language barriers, disabilities or limited digital skills.

Ultimately, the future of tenant engagement in social housing will depend not just on the sophistication of AI tools, but on whether providers can make them inclusive and genuinely helpful to tenants.

That way, we will see more positive feedback from tenants across the board about AI communication.