Aspirations and Applications of AI in Social Housing (2025)

The report "Aspirations and Applications of AI in Social Housing" is published by Service Insights Ltd, authored by Dr. Simon Williams, Dr. Nicky Shaw, Dr. Emma Forsgren, and Stephen Blundell. The document explores the integration of Artificial Intelligence (AI) within the English social housing sector, focusing on current applications and future aspirations. It highlights the potential of AI to enhance service delivery, efficiency, and decision-making while ensuring alignment with the core values of social housing.

The research involved surveys and interviews with employees from nine housing providers, revealing that 31% of staff currently use AI in their roles, despite only 22% being aware of AI tools available for specific positions. Notably, 93.8% of those using AI reported it as beneficial, indicating a strong positive reception among employees. However, many staff members express uncertainty and lack awareness about the types of AI implemented in their organizations, with only 13.5% familiar with an AI policy.

While 68.2% of employees believe AI will improve organizational efficiency and service quality, only 43.9% feel that AI supports good decision-making. Concerns about reliance on AI for critical thinking and accountability in decision-making processes were expressed. Employees highlighted the necessity for human oversight in AI-generated decisions, raising important questions about trust and the implications of automated systems.

Ethics and values are crucial in the adoption of AI within social housing. The report notes that only 41.7% of respondents believe AI is aligned with their organization's ethical standards. There is a significant concern that the excitement surrounding AI may overshadow essential considerations related to equality, diversity, and inclusion (EDI) in service delivery. Furthermore, only 36.7% of employees felt confident in identifying biases in AI outputs, indicating a need for improved training and awareness.

Quality data is essential for the effective implementation of AI technologies. The findings emphasize a strong correlation between perceived data quality and the anticipated success of AI deployment. A majority of employees (93.1%) agree that data quality is vital for achieving long-term strategic aims. However, only 43.2% find it easy to access necessary data, suggesting significant gaps that could hinder AI's potential benefits.

The report raises critical questions for future research, focusing on how to implement AI in a way that aligns with the values of social housing and addresses issues of EDI. It also emphasizes the need for organizations to adapt to rapid technological changes and maintain tenant-centered service designs. As the social housing sector continues to evolve, understanding how AI can be utilized effectively while addressing ethical concerns will be essential for sustainable housing practices across Europe.