Meet David. David has been a member of his local social housing board for over a decade. He’s seen it all—tight budgets, changing regulations, the ups and downs of tenant satisfaction. But now, David is facing a new kind of challenge: Artificial Intelligence (AI). He’s heard the buzz, but like many others, he’s unsure how it could fit into his world of community housing. This blog is about David’s journey—and maybe yours too—as he discovers how AI can bring meaningful change to social housing.
Technology is moving fast, and AI is no longer just a futuristic concept. It’s already reshaping industries like healthcare and finance, and David knows it could transform social housing too. The big question he faces is: How can his board get ready for this change? This blog shares key insights from industry reports we’ve curated specifically for social housing boards, showing how AI can make a real difference in serving tenants and improving operations.
David’s Introduction to AI: What Does It Mean for Social Housing?
One afternoon, David attended a seminar where an expert talked about AI in social housing. David learned that AI could help streamline operations, improve tenant services, and provide valuable data insights. He realised that AI is knocking on the boardroom door, and social housing can’t afford to ignore it.
The KPMG Generative AI Board Survey 2024 made it clear: AI adoption is growing fast across sectors like finance and healthcare, but social housing boards are lagging behind. This left David with a sense of urgency. He thought, “If other sectors can use AI to improve efficiency and cut costs, why can’t we?” Those who embrace AI early, David realised, could achieve better efficiency, reduced costs, and happier tenants. Imagine using AI to predict maintenance needs before they become costly emergencies or deploying chatbots to help tenants resolve issues instantly. David was intrigued—these weren’t just ideas; they were already happening everywhere.
AI Opportunities for David and His Board
As David delved into the reports we curated, he saw the opportunities AI offered for his board.
The EZ Insights: Embracing AI – A Board Member’s Guide highlighted predictive maintenance as a major opportunity. David liked the idea of AI acting as a crystal ball for their properties—predicting heating failures before they happened. This could save money and reduce inconvenience for tenants. David predicted the relief on tenants’ faces when heating issues were addressed proactively rather than reactively.
Then there was tenant engagement. David read the What Board Members Think About AI report and was impressed by how AI could personalise communication, ensuring tenants feel heard. For instance, AI could identify tenants’ common problems and provide the board with the insights needed to make better decisions. It wasn’t about replacing human touch— but about using technology to be more responsive and supportive. David knew his tenants would appreciate feeling like their voices mattered more.
The Boardroom in 2024 report showed David how data-driven decision-making could be a game changer. AI could help process large amounts of data, turning it into actionable insights. David imagined how his board could plan more strategically, knowing their decisions were based on real-time information rather than guesswork. The reports painted a picture of what was possible, and for David, these opportunities were beginning to feel real and achievable.
Challenges David Needs to Consider
Of course, David also knew AI wasn’t without its challenges. The Five Actions for Boards to Consider in the Era of Gen AI report raised some key issues, especially around data privacy. David understood that social housing organisations collect sensitive information. If they were going to use AI, they needed strict safeguards to protect tenant data. David thought about how important it was to maintain the trust they had built with tenants over the years.
The Parkinson Lee AI in the Boardroom report also dived into ethical considerations. David knew the tenants his organisation served were often vulnerable, and he wanted to make sure AI-driven decisions were fair and unbiased. The idea of using AI responsibly resonated with Bob—he wanted AI to be a tool for good, not something that could inadvertently disadvantage anyone.
There were also regulatory concerns. The KPMG Generative AI Board Survey 2024 stressed the importance of keeping up with the latest rules to ensure compliance. David knew that to avoid pitfalls, his board would need to stay informed about evolving AI regulations.
How David’s Board Can Get Started with AI
David found that our curated reports offered a clear path for social housing boards like his. Here are some of the steps he planned:
The EZ Insights: Embracing AI – A Board Member’s Guide recommended upskilling board members. David knew that while they didn’t need to become AI experts, they needed to understand the basics. He decided to organise quarterly workshops, covering essential AI concepts so everyone on the board could make informed decisions.
Specific Action: David made a note to use the EZ Insights guide as a basis for these training sessions.
Setting ethical guidelines for AI was another crucial step. The Parkinson Lee AI in the Boardroom report suggested creating a framework to ensure AI was used responsibly. David decided they needed an AI ethics policy, focusing on data protection and fairness.
Specific Action: He planned to draft this policy with input from board members and experts, ensuring they covered all bases.
Lastly, David knew they needed a clear AI strategy. The Boardroom in 2024 report advised against implementing AI without a plan. Instead, they needed to identify specific needs and focus on AI solutions that brought value. Specific Action: David decided to hold a strategy workshop where they would outline 3-5 AI projects that aligned with their goals—projects that would directly improve tenant services and operational efficiency.
David’s Five Key Themes and Takeaways from the Reports
- AI Adoption and Its Urgency: Social housing is lagging behind other sectors in adopting AI, but there is a clear opportunity to catch up and lead. Acting now will help improve efficiency, reduce costs, and boost tenant satisfaction.
- Predictive Maintenance Opportunities: AI can be a game changer for maintenance, predicting issues like heating failures before they happen. This proactive approach can save money and improve the quality of life for tenants.
- Enhancing Tenant Engagement: AI has the potential to personalise communication and make tenants feel heard. By identifying common issues and providing insights, AI helps boards make better, more responsive decisions that directly impact tenant satisfaction.
- Ethical and Regulatory Considerations: Using AI responsibly is critical, especially in social housing where vulnerable communities are involved. Boards need to ensure data privacy, and fairness, and stay informed about evolving regulations to avoid ethical pitfalls.
- Practical Implementation Steps: To effectively adopt AI, boards need to upskill members, establish ethical guidelines, and develop a clear strategy. Training, planning, and strategic action are key to making AI work for social housing.
David’s Call to Action for Social Housing Leaders
David realised that AI adoption needed leadership. The reports stressed that board members must take a proactive role. For David, this was about more than just adopting new technology—it was about fundamentally changing how they served tenants and fulfilled their mission.
David took it upon himself to become an AI champion on the board. He knew he could help his colleagues understand AI, stay updated on trends, lead training, and oversee projects. This was a simple but crucial way to keep the momentum going and ensure their AI initiatives aligned with their goals.
Use These Curated Insights to Take Action
AI has incredible potential for social housing, but as David discovered, it needs informed leadership to make it work. That’s why we’ve curated these reports—to give you, like David, the tools and confidence you need. From opportunities to challenges, these reports are here to guide you towards making smart, strategic decisions with AI.
Ready to Take the Next Step?
Just like David, you can lead the way in transforming social housing with AI. Download our curated reports and dive deeper into these insights. Discover how AI can help you improve tenant services, streamline your operations, and make smarter decisions.
Download the Curated Reports Now
For more reading try our blog on Sceptical About Gen AI? A Board Member’s Path to Success or How Gen AI Can Help (& Hinder) Boards
or download our Scepticism to Success: A Board Member’s Guide to Gen AI.
