Enhancing Tenant Housing Engagement Through the Use of Artificial Intelligence: A Positive Perspective
Artificial Intelligence (AI) has made its way into the housing sector, bringing about a transformation in the way housing associations operate. The growing demand for affordable properties and stricter regulations on tenant engagement have pushed housing associations to adopt AI to meet expectations.
AI is not intended to replace human interaction but to enhance it, particularly in the contact center. By analysing data on tenant satisfaction, occupancy rates, and other factors, AI helps housing associations identify areas for improvement. This data-driven approach allows them to make informed decisions on resource allocation and future strategies.
One of the key benefits of AI is its ability to predict maintenance or repairs on properties using data from IoT sensors. This predictive maintenance feature alerts housing associations to issues before they become major problems, enabling them to use their limited resources more effectively and improve service delivery, even during periods of financial pressure.
AI also plays a crucial role in driving internal efficiencies. By optimising the allocation of resources such as staff, equipment, and supplies, AI helps housing associations operate more efficiently. This not only leads to cost savings but also improves service delivery for tenants.
AI is not just about efficiency, though. It's about improving the lives of tenants. By quickly turning large volumes of data into actionable insight, AI helps housing associations make informed decisions that benefit their tenants. For instance, AI can help detect fraudulent activities in the housing sector, such as false insurance claims or fraudulent rental applications.
Moreover, AI can help improve tenants' ability to self-serve, allowing them to speak to landlords or letting agencies quicker about issues regarding their homes. This is particularly important in light of the growing cost-of-living crisis, with a leading housing charity, Crisis, estimating that 145,000 affordable homes are needed in England.
The adoption of AI in the housing sector is not a new phenomenon. In 2021, Barnet Council, a housing association in England, introduced AI-based live chat and chatbot technology in their operations. This move was aimed at improving customer experience by implementing an automated webchat functionality on their website.
AI services can analyse data on various factors related to the housing sector, from tenant satisfaction to emerging trends and reputational issues. This helps housing associations reduce the risk of potential crises by being alerted to issues early on.
In conclusion, AI is proving to be a valuable tool in the housing sector. By improving internal efficiencies, driving happier workforces, and satisfying tenants, AI is helping housing associations navigate the challenges of the modern housing market. As the demand for affordable housing continues to grow, the role of AI in the sector is set to become even more crucial.
