Digital transformation in housing: Livv’s AI-powered tenant assistant*

Introduction

Livv Housing Group is rethinking tenant communication through a digital assistant designed to make services more accessible and engaging. Rather than launching another chatbot, Livv introduced an interactive virtual customer champion called Livvi—a digital personality created to guide tenants through key housing services and support resources.

From customer service to customer experience

A people-first approach

Livv Housing Group wanted to simplify how tenants access information—from understanding tenancy terms to finding support for repairs, welfare, or household changes. The result was a digital assistant that acts as a friendly companion, helping residents navigate the essentials of housing life in a clear, conversational way.

For Execs: A tangible example of digital transformation that aligns technology with human-centred values and inclusivity.

For Board Members: Clear governance benefit—ensuring consistent information delivery, fewer missed communications, and better tenant satisfaction scores.

Designed for clarity and connection

Humanising digital communication

The assistant was developed with local voice, ton...