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The research, undertaken by Dr. Simon Williams, Managing Director and founder of independent research company, Service Insights Ltd, with colleagues from Leeds University Business School, was based on 220 survey respondents and 50 in-depth interviews from 10 housing associations across England.
The research identified a clear focus upon the sector adopting generative AI technologies but noted that social housing organisations can lack clear policies and governance frameworks for AI adoption. The research found that whilst 31.1% are already using AI tools in their roles, only 22.1% stated they were aware of AI technology being available for employees in specific roles.
Among those using AI, 93.8% found it beneficial, citing time savings, better communication, and improved productivity. However, there were concerns about AI accuracy. Only 20.2% of staff trust AI to provide consistently accurate information, and just 41.7% believe AI is aligned with their organisation’s values. The report noted that a ‘significant gap still remains for improving data quality’ in social housing.
BCN is calling on housing associations to urgently address critical gaps in AI strategy, data readiness and training to ensure AI delivers real value for tenants and staff.
“AI is no longer limited to enterprises, the benefits are now available for every type of organisation. There is a huge opportunity for social housing organisations to level up and move forwards with the right advice and foundations in place. The research shows AI is being used without the right guardrails in place. Housing associations need to get data ready, roadmap their AI strategy and deliver solid implementation and adoption to deliver stronger business outcomes,” said Mark Rotheram, CTO at BCN.
“There are many use cases where housing associations could benefit from AI adoption, including predictive analytics, tenant risk profiling and service forecasting tools, but they need support to move from experimentation to strategic, ethical, and impactful AI adoption. Associations need clear leadership, policy development, and structured implementation plans to address the issues the research raised,” says Rotheram.
The research also found that staff lack training and confidence when using AI, with less than 25% of staff feeling confident using AI, and 30% rating their confidence as poor or very poor.
“There is an additional need for housing associations to offer AI literacy programmes, training modules and change management for staff, so they understand the benefits of AI. With the right training and AI tools in place housing associations and their tenants stand to benefit enormously,” says said Mark Rotheram, CTO at BCN.
BCN is a leading digital transformation and technology solutions provider, delivering a range of managed IT services to mid market organisations. These services include; Infrastructure and Cloud, Modern Workplace solutions, Cyber Security, Data Analytics and AI, Business Application & Development and more. As a UK’s most qualified Microsoft Partner, BCN delivers best-in-class Microsoft technologies, technical support and expertise to more than 1,600 customers.
Service Insights Ltd is an independent research consultancy providing expertise in customer feedback and service performance improvement.
