AI that earns its place: why Peabody has appointed a Head of AI

When people hear that a housing association has appointed a Head of AI, some assume it is about replacing people with chatbots. At Peabody, it is the opposite.

We created the role because AI is already arriving in our sector, whether we plan for it or not. Colleagues are trying new tools, suppliers are building AI into their products and residents are using it in their own lives. As one of the UK's largest housing providers, we have a responsibility to make sure that when AI touches our services, it is safe, fair and genuinely useful. Doing nothing is not a neutral choice.

My job is to set Peabody's AI strategy and make sure every project starts with one question: what difference will this make for residents and colleagues? That means moving good ideas from pilot to everyday use, putting governance in place so AI is transparent and accountable, and helping colleagues build the confidence and skills to use it well. Where AI frees up colleague’s time, I want that time reinvested in the conversations and support that only people can provide.

What ‘The AI State of the Nation: Specialist and Supported Housing report from the Housing LIN’ report tells us

Adoption is moving faster than strategy, evaluation and resident involvement. Only five of 40 respondents said residents or service users had been involved in decisions about AI adoption, design, testing or evaluation.

That finding is most important in specialist housing. Residents in supported and older people's housing are more likely to be affected by AI-enabled decisions about care, safety and support, and less likely to be online. Age UK research cited in the report finds only 15% of people aged 65 and over in England are fully digitally included.

We want to involve residents in decisions about AI where appropriate. This could include:

1. Involving residents before we choose an AI tool
2. Testing ideas in schemes, face to face, alongside colleagues residents already trust
3. Explaining in plain language what data is used and why
4. Keeping a human route, so residents have a choice
5. Asking residents to help judge whether it has worked

Resident involvement is already an important part of how we work at Peabody. From local Tenant and Resident Associations and Regional Forums to formal governance, residents have a say in decisions at every level. Our Resident Experience Committee (REC), which brings together Board and independent members, including six residents, scrutinises how we listen to and act on what matters most to residents. Our Resident-Led Panel holds us to account and reviews proposals before decisions are made. It also works alongside the REC to strengthen links with local resident groups. Trained volunteers in our Scrutiny Bank carry out detailed service reviews. We want to draw on these groups as we develop our AI plans.

Looking ahead

The next few years will bring AI that is more personal: spotting early signs that someone needs support, flagging repairs before they fail, and helping people navigate services in their own words. Used well, that could help residents in specialist housing live independently for longer. Used badly, it could widen the digital divide and erode trust. The difference will come down to whether residents are part of the design from the start.

The report's central message is one I share: residents in specialist housing should not have AI done to them; they should help shape it. How are you involving residents in your AI plans? I would welcome hearing what has worked.

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If you found this interesting, check out the AI State of the Nation: Specialist and Supported Housing report by the Housing LIN/HCR Law and watch a recording of the launch event at the Housing LIN’s HAPPI Hour webinar on 8 October 2026.

Nathan’s blog is one of a series of guest blogs by contributors following the AI report’s publication. You can also read the Housing LIN CEO’s blog here.

We are also hosting an upcoming TAPPI Hour webinar on Tuesday, 17 November, where we will be exploring the wider application of technology in specialist and supported housing, ahead of the digital switchover. Book your free place at: ‘Technology Unplugged: Delivering digital solutions’.