Which housing associations are leading the way on AI?

Members have also told us that improving their use of AI is a priority for them. And in response to this, the NHF has started a new programme of work to support members on their AI journey.

It’s important to acknowledge that at the NHF, we are not experts in AI, and with such fast-moving technology the possibilities will keep changing and advancing over the coming years. However, we also recognise the need to keep pace in this space.

With this in mind, the intention of this work is to provide a foundation for the use of AI, share current practice, outline key risks and demonstrate how AI can and is being introduced in a controlled and ethical way.

“Saxon Weald is using it to tackle fragmentation in resident contact by streamlining 18 separate inboxes into a single system that can read, summarise and route contact from residents to the correct team”

Today we’ve published a new report, How housing associations are adapting to AI, which takes stock of where the sector is at currently and shares practical examples from housing associations who are further along on their journey.

For some housing associations, AI is already helping to address longstanding operational pressures. For example, Saxon Weald is using it to tackle fragmentation in resident contact by streamlining 18 separate inboxes into a single system that can read, summarise and route contact from residents to the correct team, while applying appropriate response targets. The first performance report showed a significant improvement in response times, with 98% of customer contacts responded to on time.

For Saxon Weald, proper due diligence was crucial to this implementation, which hinged on getting board‑level sponsorship and organisational-wide buy-in, introducing a formal AI policy and ensuring that risk mitigation and appropriate safeguards were in place.

Orwell Housing took a similar governance-led approach to introducing AI, following an organisational AI readiness review. The organisation set out a ‘culture first’ approach and established robust policies and training to guide responsible use.

“Together Housing is using AI to strengthen preventative support for residents by identifying tenancies that may be at risk much earlier than would otherwise be possible”

Training was delivered across the organisation to ensure staff understood both the opportunities and the risks, with particular emphasis on data protection and understanding that AI, though powerful, is not infallible. A phased approach and staff feedback helped refine policy and practice.

Meanwhile, Together Housing is using AI to strengthen preventative support for residents by identifying tenancies that may be at risk much earlier than would otherwise be possible. Their predictive AI model analyses patterns in rent payments and household circumstances to highlight where residents might need support, allowing staff to intervene before issues escalate to crisis point.

By getting this right, identifying tenancies at risk and putting in targeted interventions to prevent a significant number of tenancies failing, Together Housing has saved over £3m in the last two years.

These examples demonstrate the value of embedding governance and culture prior to adopting new technology and how the use of AI is already delivering meaningful improvements for residents when introduced in a considered way. They also show that housing associations are approaching AI in different ways depending on their needs, capacity and priorities, and that structured guidance and shared learning will be essential to support consistent and safe adoption across the sector.

At the NHF, our aim is to help housing associations build the confidence and capability they need to make informed decisions about AI – decisions that benefit residents, support staff and uphold the values that underpin social housing.

Lizzi Hearn, external affairs manager, National Housing Federation