AI-Driven Innovation for Social Housing: Insights from Derby City Council’s AI Transformation*

Hardyal Dhindsa, Cabinet Member for Digital and Organisational Transformation,

Relevance to Social Housing

The AI transformation case study is particularly relevant to social housing as it demonstrates how AI can improve tenant services and operational efficiency. For board members & executives, the practical benefits include reduced wait times for housing enquiries and streamlined processes for managing repairs and tenant communications. Together with the strategic insights involved in using AI to optimise resource allocation, predict future housing needs, and enhance overall service delivery.

Case Study

1. Introduction

The increasing demand for improved tenant services and operational efficiency in social housing calls for innovative solutions. Inspired by Derby City Council’s AI transformation programme supported by ACS.AI, this case study explores how AI-driven automation can enhance service delivery, optimise resource allocation, and support cost-effective decision-making within housing associations.

For housing executives, AI represents an opportunity to streamline tenant engagement, improve efficiency, and ensure compliance with regulatory standards. For Board Members, AI provides a structured approach to financial sustainability, reducing operational costs while maintaining service quality and mitigating risks.

2. Overview of AI Transformation

Derby Council has embarked on an AI transformation to enhance service delivery and efficiency. Key projects include implementing AI assistants, Darcie and Ali, to handle customer inquiries and streamline services across various departments. The objectives are to reduce operational costs, improve service accessibility, and maintain high service quality.

3. Key Achievements

Derby City Council’s AI programme has demonstrated measurable improvements, which are relevant to social housing associations:

AI Assistants Handling Over 750,000 Queries – Automated responses to tenant inquiries, reducing pressure on customer service teams.

Cost Savings of Over £200,000 Annually – AI has helped reduce operational costs by deflecting 43% of inbound con...