From conversations with leaders across the housing sector, one thing keeps coming up: start with the challenge. Not the tech. Not the hype. What problem are we actually trying to solve here?
The integration of AI in Housing and advanced technologies is not some futuristic concept anymore. It is already here. But are we treating it as just another workstream or a shiny new division? That mindset risks missing the point entirely. AI is not separate. It has the capability to weave through everything we do, grounded in purpose and aligned with the real-world challenges we face.
In this article Alisdair Chalmers explores why it matters, how AI can help, and what leaders can do to make sure we are not just adopting shiny new tools, but doing it in a way that is thoughtful, human, and impactful.
Why should housing organisations care about AI?
The pressure on housing organisations is real. Tasked to do more with less, deliver affordable homes, improve tenant satisfaction, meet sustainability targets, all while navigating complex systems and limited resources.
“Before we jump into using AI, why are we jumping, what is the problem we are looking to solve?”
Paul Croston, Halton Housing
AI can help. But only if we start with the right foundation: good data. And let’s be honest, that continues to be a sticking point for many organisations. Years of layering on systems without a clear data strategy has left fragmented insights and duplicated effort. But that is changing. We are seeing a real shift in focus, with leaders recognising that clean, connected data is the bedrock for any meaningful AI integration.
“Foundations are the key to success.”
– Ian Creswell, Magenta Living
“Consolidating legacy systems is the starting point to deliver better data.”
– Mark Shephard, Yorkshire Housing
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Where is AI starting to move the needle in housing?
Operational Efficiency and Proactive Working
Automating the repetitive tasks like rent reminders, maintenance scheduling, and tenant updates frees up teams to focus on efficiency and being proactive. Predictive maintenance, especially around damp and mould, is a game-changer. It is not just about saving money; it is about being ahead of the task.
“Creating bots that can do the heavy lifting when it comes to clunky, laborious tasks that used to take hours and hours to do manually.”
– Hassan Bahrani, Thirteen Group
Enhanced Decision-Making
AI does not replace judgment. It enhances it. With the right tools, trends can be spotted, tenant needs understood, and smarter more informed choices made about where to invest time and resources.
“Analysing big data sets, e.g. TSMs, can be done at speed and deliver insights into common themes.”
– Ian Chapman, Yorkshire Housing
Improved Tenant Experience
Chatbots and virtual assistants are not just about convenience. When done well, they offer personalised, 24/7 support that makes tenants feel heard and valued. Their problems can be solved immediately or escalated to staff. Gaining insights and trends enables action, and teams can better serve customers.
Smart tech can help us track and reduce energy use in real time. That is not just good for the planet. It is good for the bottom line and our long-term resilience.
Start with people, not tech
Change is hard. Colleagues need to be involved on the journey, early and often. That means listening to concerns, offering training, and showing how AI can support (not replace) their roles.
“It’s important to understand colleagues’ understanding of AI. We created an AI masterclass – What is AI? Held group and individual meetings, understanding “what are your challenges?” Created a framework and a prioritised list.”
– Hassan Bahrani, Thirteen Group
“We are upskilling and developing colleagues through training courses.”
– Ian Creswell, Magenta Living
“Phased rollouts. Three months for 50 people, then iterate, then rollout further.”
– Ian Chapman, Yorkshire Housing
Measure what matters
Set clear KPIs and track them. Not just to prove ROI, but to learn what is working and where to improve.
AI is not without its risks. It is easy to get caught up in the excitement, but we cannot ignore the potential pitfalls. One of the biggest concerns is bias. If we are not intentional about the data we use or the outcomes we are aiming for, AI can end up reinforcing the very inequalities we are trying to solve. It is not just about building smart systems. It is about building fair ones.
People are understandably anxious about what AI means for their roles, and instead of brushing those concerns aside, we need to meet them with honesty. Yes, things are changing. But that change can also open the door to more meaningful work if we are thoughtful about how we implement these tools and support our teams through the transition.
Let’s not forget the sheer complexity we face. The cost, the tech, the learning curve. It will feel overwhelming. That is why it is so important to start small, test, learn, and scale with intention. You do not have to do everything at once, but you do have to start somewhere.
“Deliver a moon on a stick. It’s just not possible.”
Mark Shephard, Yorkshire Housing
AI is our new combustion engine, our new rotor system, not just another tool. It is a catalyst. It gives us a rare opportunity to rethink how we serve our communities, how we empower our people, and how we build a future that is not just more efficient, but more human.
“It’s a juggernaut of transformation.”
Ian Creswell, Magenta Living
Leading with purpose in this moment means staying curious, staying grounded, and always keeping people at the centre of the journey.
The leaders who will thrive in this new era are not the ones who adopt AI the fastest. They are the ones who do it with clarity. Never taking their eye off the challenge they are trying to solve. Asking the right questions with that laser focus on the task at hand. Staying focused on the people behind the data. Seeing technology not as a replacement for human connection, but as a way to deepen it.
It’s time you stopped waiting for the perfect moment. Start where we are, with what we have, and take that first step.