While our social housing clients are definitely interested in AI, the real priority is to find IT solutions that can help meet the ongoing demand for faster service, explains Jo Metcalfe Acquisition Director Maintel.
So much of the pressure facing social housing organisations today is about speed. From regulatory requirements to address reports of damp and complaints rapidly, to residents expecting a swifter resolution to faults, the sector is constantly being challenged to accelerate.
This reality appears to be shaping IT decision-making in the sector. While artificial intelligence (AI) is on the agenda, the immediate focus for most organisations is far more pragmatic: how technology can help them move quicker, close cases sooner, and get things right first time.
Faster, more connected processes
Technology is of course, central to meeting these demands – but not simply through faster connectivity. The real gains come from joining up workflows so issues are handled promptly, consistently and with timely follow up. For example, one recurring priority is empowering services teams with better access to information. When engineers and housing officers arrive equipped with the right data, they are more likely to resolve issues at the first visit and complete documentation on the spot – all of which drives efficiency and tenant satisfaction.
We’re also seeing housing providers looking to introduce more effective self-service tools for a wider range of tasks, or incorporate images and video to enable quicker fault diagnosis and resolution, reducing back and forth and unnecessary visits.
Data also plays a role, albeit a less visible one. Analysing patterns in complaints and feedback can highlight recurring issues and bottlenecks, allowing organisations to address root causes and enhance processes.
The case for AI
Of course, there’s a potential role for AI in all of these areas, and the companies we work with understandably eager to explore and exploit this. But our sense is that the sector is approaching this opportunity with pragmatism – a view shared by Chris Hadden, Managing Director of ah!media, the company that arranges the Social Housing Strategy Forum.
“In the run-up to May’s event, we have spoken to numerous social housing leaders. They are undoubtedly looking for examples of AI use cases for the sector, and particularly any initiatives that are delivering tangible benefits. But they don’t want the Forum to focus too much on AI – a message we have passed to the partners and guest speakers that will be attending.”
Prioritising pace
This chimes with our impression that the focus among leaders is firmly on their current priorities, rather than adopting AI for AI’s sake. What matters most is impact and speed of delivery. Where AI can help organisations meet regulatory demands more quickly, generate insights faster, or improve the customer experience at pace, it will be considered. Where it cannot, more established, but less glamorous technologies will take priority.
In short, leaders are not looking for the most technically advanced or innovative solutions, but the ones that help them respond faster, demonstrate compliance sooner, and deliver better outcomes for residents now. Understanding these priorities will continue to help us support social housing companies more effectively.
Read more about how Maintel has helped Unity Housing improve omnichannel contact, given Incommunities and its residents a faster and more reliable network and supported the extension of digital services with SD-WAN.