As AI adoption accelerates across housing, public understanding is not keeping pace. Ian Roberts, UK Managing Director of Granicus, explains how transparency, accessibility and human-centred design can build the trust residents need
Building on the publication of ‘A Blueprint for Modern Digital Government’ and reinforced by the ‘roadmap for modern digital government’, AI has been steadily embedded across public services as a means for providing services that are data-driven and responsive.
Digital services, including AI, are consistently utilised across the public sector to promote faster resolution of everyday issues, smaller backlogs and freeing up more time for staff. When implemented effectively, integrating AI into public services can lead to more reliable services and greater resident trust.
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Within the housing sector, our research reveals overwhelmingly positive attitudes from workers towards their organisation’s digital services. However, a growing gap between how organisations and citizens view digital progress is emerging.
Housing sets the pace on digital
Our research suggests how housing is at the forefront of AI optimisation in the public sector with 72% of workers saying they are happy with their organisation’s current digital services. This confidence extends to the sector’s future mindset when it comes to building the digital services people expect by 2028. Over 60% of housing staff state they feel fully prepared, making housing the most confident sector when compared to NHS (45%) and wider government departments (55%).
Crucially, the confidence and positivity from the housing sector has been paired with leadership that has clearly communicated its digital transformation strategy and understands the role of AI and data in future service delivery (72%). In other public sector bodies, such as the NHS, only 32% of workers agree that leadership has clearly communicated strategy, accompanied by less than half (45%) of NHS workers that say they are happy with current digital services. These statistics imply that leadership and clear communication must be central priorities alongside AI and digital innovation, with the housing sector body acting as a blueprint for wider public sector transformation.
The next challenge is people, not technology
However, a disconnect has emerged between workers and citizens. Despite the positivity and confidence of housing workers, UK citizens remain skeptical about AI-led innovation in the public sector. The research suggests that technology itself is no longer the biggest barrier, but rather the people who must deliver and support it: their skills, their confidence and their capacity to adapt.
Although 80% of public sector housing workers believe their digital services are fully accessible to people with low digital skills or disabilities, over a quarter (26%) of UK citizens feel access challenges are still not being addressed, and 29% say they have experienced difficulty accessing digital public services in the past year. These findings uncover an important issue: investment in new platforms alone will be ineffective if workforce development, digital literacy and leadership are not equally prioritised.
Transparency, accessibility and human-centred service design are essential factors in not only building continuity of AI adoption in the public sector but also ensuring citizens are taken along on the same digital transformation journey.
Building trust in the age of AI
When it comes to the usage and adoption of AI, the housing sector emerges as a leader in the delivery of AI services. 92% say that AI driven services are either fully embedded or being experimented with. However, 69% of citizens say they are not aware of any public services currently using AI, while almost half (49%) say they do not trust or are uncomfortable with public services using it. This again shows the importance of ensuring that the level of AI adoption is matched with expectations of citizens and whether this impacts engagement with digital services.
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Our research also revealed data quality (36%) and security (32%) as the biggest concerns about AI adoption across housing organisations. Particularly in light of the recent targeted cyber attack on housing firm L&Q in Greater Manchester, in an incident that reportedly put thousands of residents’ data at risk, the importance of trust is paramount in the mission to revolutionise public sector digital systems.
To combat the deficit in trust for AI amongst citizens, alongside worries from sector workers, our research reinforces the importance of transparency and accessibility championed alongside balancing efficiency and innovation. This will in turn increase trust with residents about technology and how it will improve outcomes rather than creating new barriers.
The future of digital transformation in housing
Housing has earned its place as a digital frontrunner. Strong leadership, clear communication of strategy and early adoption of AI have given its workforce confidence that the wider public sector can build on. Yet that confidence is only part of the story. Residents remain unsure that digital progress is working for them, and a majority are unaware of AI’s role in the services they use.
The lesson is that technology is no longer the primary barrier. Platforms and pilot projects will not close the gap between organisational optimism and public scepticism, without the skills, leadership and digital literacy to support them.
The providers that succeed will balance AI adoption in tandem with public understanding. Rapid advances will improve outcomes for staff and residents alike, rather than risking leaving citizens in the digital dust.
