Using AI to Turn Tenant Feedback into Action
Monday 13th of October 2025
At our recent webinar, “Ensure Every Tenant Voice Is Heard and Acted On – Using AI to Transform Feedback into Action”, Sarah from WordNerds shared fascinating insights into how artificial intelligence (AI) is reshaping the way social housing providers collect, analyse, and act on tenant feedback.
Sarah began by acknowledging a common challenge: too often, tenant feedback disappears into a “vacuum” with little visible action or follow-up. AI, she explained, offers a way to change that by pulling together data from multiple sources — complaints, surveys, social media, and more — into one powerful, easy-to-analyse system. This approach helps landlords identify trends, spot issues earlier, and make better-informed decisions.
The session explored how AI can enhance transparency, accountability, and service improvement, while also supporting compliance with upcoming legislation such as Awaab’s Law and the Tenant Access to Information Act. Sarah emphasised that while tools like ChatGPT and Copilot have their uses, purpose-built systems designed for housing deliver more accurate, context-aware insights and meaningful sentiment analysis.
Delegates also got a glimpse of how Power BI dashboards can be used to make data accessible and actionable across entire organisations, highlighting key patterns, like recurring repair issues or areas impacting vulnerable tenants.
Real life examples from Town & Country Housing and The Guinness Partnership demonstrated how this AI-driven approach is already improving engagement and helping landlords better understand the experiences behind the data.
To round off the session, Sarah offered practical next steps for organisations looking to explore AI integration, from low-cost proofs of concept to full-service support — all with the aim of making tenant voices louder, clearer, and more impactful.
For further information on wordnerds, you can visit their website here
You can download the recording from the session here