Integrating AI in Social Housing: Insights from Surrey Heath Borough Council*

Introduction

As digital transformation accelerates across sectors, social housing providers must explore new ways to enhance efficiency and service delivery. AI presents significant opportunities for automating routine tasks, improving decision-making, and optimising operations. However, for smaller organisations with tight budgets, AI adoption requires a strategic and measured approach.

Surrey Heath Borough Council’s( SHBC) early exploration of AI offers a valuable roadmap for social housing providers. For executives, AI adoption is about increasing efficiency while maintaining service quality. For Board Members, ensuring responsible implementation, cost-effectiveness, and governance is the priority. This case study highlights the council’s approach, key takeaways, and how housing providers can apply similar strategies.

Strategic Approach to AI Adoption

SHBC, a digitally progressive local authority, recognised the potential of AI while remaining cautious about risks and financial implications. Their approach focused on small-scale experimentation, practical applications, and careful resource management.

The council began by issuing two Microsoft Copilot licenses to senior IT staff to test AI in specific operational areas:

Summarising and organising emails to improve workflow efficiency.

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