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White paperMichael Clark
Inside the Housing Management System
Social landlords already make consequential decisions through software: allocations shortlisting, arrears escalation, risk scoring, repairs triage and contact routing. Whether or not a module counts as AI, the consumer standards, the Complaint Handling Code, allocation scheme duties, the equality duty and data protection law ask whether each decision was lawful and fair and whether the landlord can account for it, while most systems keep the outcome but not its basis. The work runs from a written question to the supplier, through scheme reconciliation, a departure rate and a test reconstruction, to capturing the basis of each decision.
Key findings
- Automated prioritisation and scoring already sit inside the housing management system, in allocations, arrears, risk scoring, anti-social behaviour, repairs, routing and lettings.
- Whether a module counts as AI does not change what the landlord must explain under the consumer standards, the allocation scheme duties, the equality duty and data protection law.
- Most housing management systems keep the outcome of a decision but not its basis, and record keeping is already a separate finding in many Housing Ombudsman determinations.
In the paper
- "These are rules engines, not AI"
- The duties that apply already
- Tenants can ask, by different routes
- The allocation scheme as published
- Vulnerability the system cannot see
- And the AI Act?
- Where to start
Michael Clark
Chief Executive Officer, Standard Intelligence
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