Artificial Intelligence (AI) is transforming numerous sectors, and housing is no exception. Whether it’s revolutionising the way properties are managed or the introduction of smart home technologies, the potential impact AI could have on the housing sector is huge.
For some, this has stoked an element of fear, as it raises the question as to whether we no longer need to be so dependent on humans. However, just because we might be able to cope without humans, should we?
Here, I’m going to discuss the various use cases for AI in housing, giving my thoughts on whether having a human touch still matters.
Enhancing property management
AI has had a massive impact on the way properties are managed, automating routine tasks and streamlining processes to improve efficiency. AI-powered technology is able to handle tenant enquiries, plan and schedule maintenance, manage operative workload, process payments and so much more, meaning less time is needed to handle day-to-day administration. This frees up employee time for more complex tasks.
Predictive analytics also has the power to anticipate issues with service delivery before they occur, reducing downtime and repair costs. This means you can plan ahead and allocate resources accordingly.
Plus, AI algorithms can analyse market trends, property values and tenant preferences to provide valuable insights for property managers.
But what about us…?
I don’t think there is anybody in the housing sector who doesn’t agree that these technological advancements are beneficial. However, it’s important to remember that personal interactions are also important, as they foster trust between property managers, operatives and tenants. There may also be some issues that AI completely overlooks, which is where the human eye and emotions come into play.
Therefore, it’s important that AI supports rather than replaces humans when it comes to property management. If you get the balance right at your organisation, you’ll enjoy a better-run and more effective property management system.
Smart home technologies
With the power to enhance convenience and improve living experiences, smart home technologies can make lives easier for tenants, operatives and property managers. Security systems, smart thermostats, automated damp and mould monitoring, smart heating and cooling systems, and voice assistants can create a more comfortable living environment for residents.
These technologies are used and monitored by residents but property managers can also intervene when required either with simple advice and help or with proactive inspections and resolution of issues.
But what about us…?
It’s not all good news. Unfortunately, there are some ethical concerns surrounding privacy and data security. There remain doubts about how AI systems collect vast amounts of data and whether personal information is fully protected. It’s therefore up to humans to create robust data privacy measures.
Personalising the tenant experience
The customer experience sits at the heart of effective property management. With the introduction of AI technologies, housing associations and local authorities are able to streamline communication and improve service efficiency. Innovations, such as chatbots and virtual assistants, help to manage routine requests, maintenance issues and any other tenant needs around the clock, responding instantly.
As the technology evolves and improves, tenants can enjoy a more personal experience, with the ability to report issues, schedule appointments and receive updates at the touch of a button or through spoken word. AI is also able to analyse tenant feedback and maintenance records to identify issues proactively and assess individual preferences and behaviours.
By leveraging data insights, property managers can better understand tenant needs to help boost satisfaction and create a more personalised living experience.
But what about us…?
While AI is a great tool for improving and personalising the tenant experience, it lacks the empathy human interactions offer. Property managers can build strong relationships with tenants by addressing any concerns and resolving issues personally.
Face-to-face interactions and personal communication help in understanding the unique needs and preferences of each tenant, fostering a sense of trust and community. This is something no technology can replicate.
Why does a human touch still matter?
The impact AI can and is having on the housing sector is truly remarkable. While many of the AI-driven tools I’ve discussed in this article can be used as a power for good, their deployment needs to be approached with caution. The human touch will always be essential when it comes to property management, as human connections and empathy define our living environments.
There is no doubt that AI can boost efficiency and innovation in our sector, but this should not come at the expense of humans. We must create a symbiotic relationship where AI augments human capabilities rather than replaces them. By doing this, we can foster a housing sector in the future that is both technologically advanced and deeply human-centred.
Written by Peter Luck, Business and Operations Director, ROCC
