Making AI a Game-Changer for Housing Associations

Artificial Intelligence (AI) is making waves across industries, and housing associations are no exception. Yet, while many are experimenting with AI, few have fully unlocked its potential. Our recent research reveals a strong interest in generative AI among housing associations, but also highlights a lack of clear governance and strategic direction. 

Conducted by Dr. Simon Williams of Service Insights Ltd and Leeds University Business School, the study found that although 31.1% of respondents use AI tools, only 22.1% were aware of AI being available for specific roles. Of those using AI, 93.8% reported benefits such as time savings and improved communication. However, trust remains low, with just 20.2% believing AI consistently delivers accurate information, and only 41.7% feeling it aligns with their housing association’s values. The report also flagged a major issue: poor data quality across the sector. 

In this article, BCN’s CTO, Mark Rotheram addresses the issues raised in the research, but also the opportunity AI presents and shares practical advice and next steps to help Housing Associations adopt AI.

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Guide to Unlocking AI’s Potential 

AI is no longer reserved for large enterprises. For housing associations, it offers faster complaint handling, smarter resource use, and enhanced productivity. But to realise these benefits, associations must address gaps in strategy, data readiness, and staff training. Guardrails are essential to ensure responsible use. 

1. Building a Solid AI Strategy 

Success with AI starts with clean, accessible data. If your systems contain outdated or duplicate data, or if your infrastructure prevents AI access, your efforts will stall. Many organisations falter at this stage. Reviewing your data alongside your AI goals helps identify what needs fixing before value can be extracted.  Read the research on Data Challenges in Social Housing.

Sector-wide initiatives like HACT’s Housing Data Standards and the Open Data Exchange are paving the way for more effective AI use. HACT’s 2025 report advocates for data maturity models such as the ‘Data Maturity Assessment for Government Framework’ to help organisations measure and improve their data ecosystems. 

A strong AI strategy should align with your data and processes. While tools like ChatGPT and Microsoft Copilot are popular for content creation, AI can also drive insights, automate tasks, and support decision-making. For example, feeding the right data into AI can reveal diversity and inclusion trends, helping identify tenant vulnerabilities and improve service equity. 

At BCN, we can help housing associations shape their AI roadmap by guiding you through identifying opportunities, estimating ROI, and creating actionable plans. Your strategy should include short- and long-term goals, cross-departmental collaboration, and change management to build trust and ensure successful adoption. 

2. Modernising Infrastructure 

AI demands robust infrastructure. Legacy systems, especially non-cloud-native data warehouses, may not support modern analytics or generative AI. Upgrading to scalable, evergreen platforms ensures your data is accessible and future-proofed as AI tools evolve. 

3. Choosing the Right Projects 

Prioritising AI projects requires a “value vs. difficulty” assessment. Which processes are ripe for transformation? Which offer quick wins or high ROI? 

Managing shared inboxes and automating email responses are low-effort, high-impact use cases. Tenant complaints, often complex and time-consuming, can be streamlined with AI. By analysing complaint data, AI can triage issues and send automated updates, freeing staff to handle more nuanced cases. 

AI can also detect patterns. For example, identifying recurring issues in a housing block. Temperature data from buildings can be matched with tenant feedback to optimise heating or cooling, improving comfort and reducing costs. 

Starting with manageable, high-value projects to build confidence and demonstrate AI’s benefits is key to success. As teams gain experience and savings grow, more complex initiatives can follow. Proving value and ROI should be the top priority. 

4. Bridging the Skills Gap 

AI transformation is challenging and requires specialised knowledge. Most housing associations lack in-house expertise to develop and deploy AI tools. While DIY AI agents are now possible, they must be rigorously tested and governed to ensure digital security. Collaborating BCN can help overcome these hurdles. 

More on AI Agents

5. Empowering Staff Through Training 

Our research found that fewer than 25% of housing association staff feel confident using AI, with 30% rating their confidence as poor or very poor. This highlights the need for AI literacy programmes, training modules, and change management initiatives. Educating staff on AI’s benefits and safe usage is key to successful adoption. 

With the right tools and training, housing associations and their tenants stand to gain significantly. Use cases range from predictive analytics and tenant risk profiling to service forecasting. But moving from experimentation to strategic, ethical implementation requires leadership, clear policies, and structured plans. By partnering with BCN we can ensure your housing association undertakes AI projects that are successful and add value to your organisation.  

Download a full copy of the research report