How AI and technology are transforming social housing

The UK social housing sector is facing significant challenges. From growing tenant expectations to limited resources and tightening regulations, housing providers are tasked with finding efficient, innovative solutions that ensure compliance while improving tenant well-being. This is where technology and AI come in. By leveraging these tools, social housing providers can innovate in ways that improve operations, drive sustainability, and enhance the resident experience. 

This blog from Annemarie Roberts, Associate Director at Disruptive Innovators Network explores how technology and AI can support key functions in social housing, including customer service, maintenance, property management, and tenant engagement. You will also discover on-the-ground examples of AI solutions already being implemented and the potential they hold for transforming the sector. 

Why now is the time to embrace innovation in social housing 

Innovation in social housing is no longer optional. Growing regulatory pressures, resource constraints, and the need for sustainability have forced the sector to rethink traditional operations. Here’s why now is the time to explore technological solutions: 

• Regulatory pressures: With new standards like Awaab’s Law and the Decent Homes Standard, housing providers must ensure compliance while maintaining oversight of complex reporting requirements. 

• Resource constraints: Limited budgets and staffing call for smarter, more efficient processes to meet residents’ demands without additional strain. 

• Sustainability goals: With a moral and legal focus on reducing environmental impact, technology can enable proactive measures to ensure energy efficiency and sustainability. 

• Tenant well-being: Residents increasingly expect personalised support, quick maintenance responses, and access to services. Meeting these expectations requires modern, tech-driven solutions. 

Top applications of AI and technology in social housing 

1. Improving customer service with AI tools

AI-powered chatbots and virtual assistants are revolutionising customer service. These tools can triage tenant requests or handle routine enquiries, freeing up housing officers to focus on complex issues. 

Case study: An AI-powered solution was implemented to remotely diagnose repair issues. For instance, gas maintenance call-outs – often requiring minimal intervention – previously led to unnecessary on-site visits. By using remote diagnostics, the system eliminated 30% of these visits, resulting in significant time and cost savings. This integration not only reduces costs but also minimises delays for tenants awaiting resolutions to pressing concerns. 

2. Using predictive maintenance to prevent costly repairs

Traditional maintenance models are reactive, leading to costly inefficiencies. Predictive AI provides a proactive alternative by monitoring property conditions and identifying issues before they escalate. 

Key technology: 

• IoT sensors for temperature, humidity, and ventilation monitoring. 

• AI platforms designed to alert housing providers to maintenance needs in real time. 

Why it matters:
Predictive repairs reduce emergency call-outs and extend the lifespan of properties. For example, detecting humidity problems early can prevent serious mould infestations and ensure tenant safety. 

3. Enhancing tenant well-being through digital support

AI-based tools are emerging to improve tenant engagement and well-being by ensuring timely support and personalised assistance. 

Example: A digital well-being platform allows housing providers to reach out to tenants who miss payments with a message as simple as, “Are you okay?” Tenants then engage with personalised signposting options for mental health support, financial advice, or physical well-being. 

This discreet, automated assistance reduces barriers for tenants and ensures no one falls through the cracks. 

4. Streamlining housing management with smart solutions

Managing operations efficiently is crucial for housing providers. AI is helping to solve logistical challenges, from dynamic field staff scheduling to asset data management. 

Dynamic scheduling: Real-time route optimisation increases daily productivity by reducing unnecessary travel for repairs teams. AI scheduling tools adjust routes automatically in response to live traffic updates, saving costs and time while reducing CO₂ emissions. 

Building safety management: An AI tool automates the organisation and retrieval of asset and safety data, which is critical for maintaining compliance. Its interactive interface allows multiple stakeholders (for example landlords, freeholders) to collaborate seamlessly. 

5. Supporting independent living for older tenants

A significant portion of social housing tenants are elderly, and technology can help providers support their independence. 

Supporting independent living through connected care: 

A caregiving app has been developed to create a “care circle” by integrating input from housing providers, healthcare professionals, and family members. It connects with wearable devices and smart home technologies to monitor the well-being of elderly residents, detecting potential risks early. 

This innovative, tech-enabled approach reduces the need for frequent in-person check-ins while ensuring older tenants receive timely and appropriate support. 

Addressing barriers to AI adoption in social housing 

Despite its potential, technological adoption in social housing isn’t without barriers. Here are common challenges providers face, alongside solutions to address them. 

1. Budget constraints: While initial investments in technology can seem daunting, the long-term ROI often outweighs the costs. Many housing providers are using frameworks to access affordable solutions. Additionally, grants and funding specific to sustainability and innovation can support implementation.
2. Resistance to change: Innovation can disrupt deeply rooted practices, and staff may hesitate to adopt new tools. A culture of curiosity, organisational training, and leadership buy-in are essential to overcome this.
3. Ethical concerns: From data privacy to resident autonomy, ethical considerations must be central to any tech rollout. Establishing clear parameters around data use and obtaining resident consent can help address these concerns.

How to scale innovation across housing organisations 

The benefits of integrating AI and technology into social housing operations are clear, but successful implementation requires careful planning: 

• Define the problem first: Avoid a “shiny object” approach to tech adoption. Focus on defining operational challenges and finding solutions that directly address them. 

• Build staff skills: Ensure teams across the organisation understand and are trained on AI tools. Data literacy and AI prompting should be treated as essential digital skills. 

• Foster collaboration: Break silos within departments and encourage collaborative approaches to problem-solving. Networking with peer organisations can also yield new insights. 

• Leverage existing partnerships: Use procurement frameworks to streamline access to innovative, vetted technologies. 

• Alignment with your strategy: Embrace technology and AI to achieve your strategic outcomes. Be mindful of pilot-ism which can play negatively into an overly risk averse culture.  

Looking ahead: Building a smarter, more sustainable future 

Technology and AI hold the potential to revolutionise the social housing sector – but only if used thoughtfully and strategically. From tenant well-being to operational efficiency, the opportunities offered by AI could help providers meet increasing demands while remaining compliant, sustainable, and cost-effective. 

Are you ready to take the next step? Explore innovation and find tools that align with your goals through resources such as PfH Live’s SHED framework or by networking with industry leaders.

Annemarie Roberts presented this topic at PfH Live 2025