AI is transforming industries worldwide, and the social housing sector is no exception. From predictive maintenance to tenant engagement, AI presents vast opportunities to enhance operations, reduce costs, and improve services. However, AI is only as effective as the data it relies on. Without strong data integrity, AI-driven insights can be misleading, ineffective, or even harmful. In the blog below, Liz Henderson, our own Data Strategy expert, sets out a practical roadmap to achieve AI success.
Gartner’s research highlights that by 2026, over 80% of enterprises will have deployed generative AI models. This indicates that digital transformation in social housing will increasingly depend on AI technologies. However, for AI to deliver real value, social housing providers must first establish strong data foundations.
Why Data Integrity Matters in Social Housing
The Sector Risk Profile (2024) highlights the critical importance of data integrity, defining it as the accuracy, consistency, and reliability of data throughout its lifecycle. For housing associations, robust data integrity is essential for accurate rent setting, effective financial management, thorough understanding of housing stock conditions, accurate assessment of tenant needs, and maintaining high standards of health and safety. Failures in data integrity can undermine board oversight, control, and strategic decision-making.
Several factors, as highlighted by the regulator, increase data integrity risks within the social housing sector, including fragmented data systems, reliance on manual data entry, outdated IT infrastructure, and the absence of standardised data processes. Strengthened regulatory requirements underline the need for accurate, transparent, and comparable performance data. In particular, landlords must ensure their data management processes adequately demonstrate compliance with health and safety legislation, the Decent Homes Standard, and planned maintenance.
Poor data integrity can create significant operational challenges:
- Resource Misallocation: Wasting valuable time and funds.
- Inaccurate Tenant Records: Causing delays and frustration.
- Compliance Risks: These lead to potential regulatory breaches.
- Poor AI Decisions: Resulting in ineffective strategies and lost opportunities.
Prioritising data integrity enables executives to directly enhance operational efficiency, tenant satisfaction, and organisational reliability.
Steps to Achieve Data Integrity
1. Develop a Data Strategy
A clear data strategy serves as the guiding star for digital transformation. It should outline the organisation’s goals for data usage, AI implementation, and long-term innovation.
To begin, social housing leaders should ask:
- What would we like to do tomorrow that we can’t do today?
- What are the biggest pain points caused by poor data?
- What opportunities could we unlock with trusted data?
These insights will help shape a strategic roadmap for improving data integrity and preparing for AI adoption.
Example: Together Housing’s AI strategy effectively predicted tenancy failures with an accuracy of 84%, directly due to clear goals and meticulous data management.
2. Develop a Data Governance Framework
A data governance framework provides the structure needed to implement the data strategy effectively. This framework should:
- Define how data integrity will be achieved
- Facilitate clear communication across departments to ensure consistency
- Ensures accountability across the organisation
A well-structured data governance framework acts as a dashboard for progress, helping teams stay aligned with strategic goals while ensuring compliance and security.
Example: Camden Council’s Data Charter transparently engaged residents, boosting trust and accountability in AI applications.
3. Establish Clear Data Governance
Data governance ensures that data is accurate, secure, and ethically used. Key components include:
- Defining data ownership and accountability across departments
- Setting policies for data accuracy, security, and ethical use
- Conducting regular audits to maintain compliance with regulations such as GDPR
Adaptive data governance provides the guardrails that allow teams to operate within clearly defined principles and policies.
4. Standardise and Improve Data Quality
Poor data quality undermines AI-driven decision-making. To improve data integrity:
- Implement standardised data formats across systems
- Regularly clean and update records to remove duplicates and errors
- Use automated data validation techniques to ensure accuracy at the point of entry
By improving data quality, social housing providers ensure that AI models operate with reliable, high-quality information.
Example: North Star Housing improved compliance dramatically, cutting administrative workload from 24 hours down to 9 hours weekly per administrator, through consistent data standards and automated validations.
5. Break Down Data Silos
Many social housing organisations struggle with fragmented, disconnected databases. This leads to inefficiencies and prevents data from being used effectively. Breaking down data silos involves:
- Integrating data systems to create a unified tenant view
- Using cloud-based platforms for seamless data access and collaboration
- Encouraging cross-departmental cooperation between IT, operations, and frontline staff
Unified data enhances efficiency and allows AI to generate more accurate, meaningful insights.
Example: Together Housing’s unified AI system provided frontline staff with immediate, actionable insights, greatly enhancing operational efficiencies.
6. Enhance Data Security and Privacy
With AI relying on large datasets, protecting tenant privacy is critical. Best practices include:
- Encrypting sensitive data to prevent unauthorised access
- Implementing strict access controls for internal teams
- Training employees on data security and compliance requirements
Social housing providers should think beyond GDPR by proactively strengthening their AI data-handling practices to mitigate risks.
Example: Camden Council proactively communicated its secure and ethical data use, reassuring residents and bolstering trust
7. Develop a Data-Driven Culture
Technology alone cannot drive transformation—organisational culture plays a key role. To create a data-first mindset:
- Train staff on the importance of data integrity
- Encourage data-driven decision-making at all levels
- Use dashboards and AI-powered analytics to make data insights easily accessible
Taking a people-first approach ensures that the shift towards a data-driven culture is sustainable and impactful.
Example: ExtraCare Charitable Trust successfully built a culture where staff and residents embraced smart technologies, significantly boosting tenant independence and satisfaction.
8. Leverage External Data Sources
AI models perform best when supplemented with diverse data sources. Social housing providers can enrich their datasets by integrating:
- Local authority records on housing demand and demographics
- IoT (Internet of Things) sensor data for predictive maintenance
- Open government datasets to provide broader insights
Blending internal and external data improves AI-driven strategies and decision-making capabilities.
Example: ECT’s Smart Market Project combined internal and external data to greatly enhance tenant independence, safety, and satisfaction.
9. Start Small, Scale Smart
Digital transformation does not require an immediate, large-scale overhaul. Instead, social housing providers should:
- Identify pilot AI projects in key areas, such as tenant support or maintenance
- Assess data integrity requirements for these pilots
- Measure success using clear key performance indicators (KPIs)
Taking small, measured steps ensures a smoother, more controlled digital transformation journey.
Conclusion: Charting a Successful Path Forward
In conclusion, the future of social housing is data-driven, and AI has the potential to revolutionise operations, enhance tenant experiences, and optimise resource management. However, without a solid data foundation, AI initiatives will fail to deliver meaningful results.
By focusing on data governance, quality, security, integration, and data-driven culture, social housing providers can position themselves for AI success and drive real, impactful change within the sector.
As McKinsey stated in September 2024:
“Without access to good and relevant data, this new world of possibilities and value will remain out of reach.”
AI offers tremendous potential, but its success depends on the integrity of the data it relies on.
For social housing providers, the time to act is now. Establishing strong data integrity today will pave the way for a future of smarter, more efficient, and tenant-focused services.
To discuss any points of this article please contact Liz Henderson Data Queen via her website
