Leveraging AI to Enhance Social Housing Services-A Case Study Inspired by Telford & Wrekin Council*

Introduction

The social housing sector faces increasing pressure to enhance tenant services while maintaining operational efficiency. By integrating artificial intelligence (AI), housing associations can revolutionise communication, streamline workflows, and improve tenant satisfaction. Inspired by Telford & Wrekin Council’s AI-driven transformation. The Council launched "Ask Tom," an AI assistant developed by ICS.AI, to enhance customer service and promote digital engagement. This housing fictional case study explores how housing associations can leverage AI to modernise their services, focusing on digital engagement, predictive analytics, and cost efficiency.

Implementing an AI Assistant for Tenant Support

To address the high volume of tenant inquiries and promote digital self-service, the Council introduced "Ask Tom,", an AI-powered assistant available 24/7. Designed to handle common tenant queries,"Ask Tom," streamlines requests related to:

Maintenance Issues – Providing guidance on reporting and tracking repairs.

Rent Payments – Offering tenants information on due dates and payment methods.

Community Engagement – Sharing updates on local events and services.

By reducing reliance on traditional communication channels like phone calls and in-person visits, "Ask Tom," improves accessibility while freeing up staff for more complex tenant needs.

Strategic Benefits of AI Adoption

Since its deploymen...