Modernising our technology

Over the next three to four years, we will roll out new technology to make it easier for our people to do their jobs and for tenants to access the services and support they need.

Why we’re updating our technology

Our current technology platforms are outdated and no longer fit for purpose. Our data is spread across different systems and isn’t always consistent, which makes it harder to use and share.

That’s why we’ve launched our Technology Modernisation Programme. We’re simplifying our systems and moving to standard ways of working so we can respond more quickly to change.

The new technology will enable simpler, smarter ways of working and help us deliver even better outcomes for our tenants. We will modernise the systems we use to plan and track maintenance work on our 78,000 homes. We will give our frontline teams improved case management tools so to help them effectively support tenants.

These new tools will make information easier to find, use and trust, and support faster, more confident decision-making.

New tech already transforming how we work

While the Technology Modernisation Programme will roll out over several years, new tools are already making a difference.

One example of this is how our Customer Support teams have been using AI over the past year to help them respond to tenant calls more quickly and accurately. The technology listens in real time, creates a transcript, and suggests useful information to support the advisor during the conversation. This means they no longer need to search for answers while speaking with a tenant.

As a result, calls are smoother, information is more accurate, and issues are often resolved on the first call.

This allows our people to focus on what matters most — supporting tenants with confidence and delivering a better service.

Working closely with other government agencies

We’re working closely with the Government’s Chief Digital Officer and key partner agencies so our new systems work well together, making it easier to share the information needed to support tenants.

This will help agencies work together more effectively and improve support for tenants.