Surrey Heath Borough Council: Learning & Collaborating on AI

Introduction & Relevance to Social Housing

The Surrey Heath Borough Council case study offers practical and strategic insights for social housing leaders on integrating AI in a resource-constrained environment.  The council’s cautious and focused approach demonstrates how AI tools like Microsoft Copilot can be gradually introduced to streamline operations, particularly in automating routine tasks such as summarising emails and generating reports. The study highlights the importance of strategic planning and targeted investments in AI to achieve both operational efficiency and improved resident services. Surrey Heath’s commitment to balancing innovation with financial responsibility provides a relevant example for social housing organisations exploring similar AI adoption strategies.

Implementation of AI Solutions

Surrey Heath Borough Council, a small but digitally forward-thinking council, began its AI journey with a focused experiment using Microsoft Copilot. By deploying just two licenses to senior IT staff, the council tested AI’s value in areas like email summarisation, policy drafting, and presentation creation. This cautious rollout demonstrates a practical model for introducing AI to enhance day-to-day operations without overstretching resources.

Strategic Benefits

The early tests with Copilot have shown promising results, particularly in reducing the time needed for meeting recaps and managing lengthy email threads. These initial successes underscore the potential for AI to deliver measurable benefits even with limited resources. Surrey Heath’s strategy of scaling AI adoption gradually aligns with the broader goals of improving productivity and enhancing decision-making while maintaining financial prudence.

Challenges and Mitigation

Despite the positive outcomes, Surrey Heath recognises the limitations of AI, such as its struggle to capture context in minute-taking. The council’s focus on a measured rollout and ongoing training ensures that the technology is integrated thoughtfully, reducing risks and maximising effectiveness. For Bob and Sally, this approach offers a clear ...