Redbridge Council is set to implement AI technology to generate clearer and more empathetic letters regarding housing matters.
The decision was made following a presentation on housing needs complaints at a previous Homes and Neighbourhoods Policy Development Committee meeting. The presentation, delivered by Melanie Gahir, Acting Head of Strategy and Performance, and Councillor Saima (Syeda) Ahmed, Cabinet Member for Housing and Homelessness, outlined several proposed improvements to the council's complaints procedure.
One key recommendation, detailed in the Public Reports Pack, involves leveraging AI to ensure that letters sent to residents are not only informative but also sensitive to their individual circumstances. This initiative aims to address concerns about the tone and clarity of previous communications, making residents feel more supported throughout the housing process.
The implementation of these changes will occur over several months. According to the minutes of the previous meeting on 1 September 20251, some initiatives will be implemented immediately, while others are scheduled for later dates. The cultural change programme is expected to launch in November. A directory of local facilities and services for people in temporary accommodation outside the borough is due by February, and trauma-informed communication training is scheduled for April-May.
Other recommendations that came from the presentation included:
- Providing information on waiting times and the number of households in temporary accommodation to people waiting on the phone.
- Creating flow diagrams to highlight the process.
- Ensuring application forms have clear sections regarding health needs, family structure, school requirements and work location.
- Staff training on customer care and trauma-informed communication.
The committee approved all recommendations, which will now progress to the Overview & Scrutiny Committee and Cabinet. An annual progress report on the implementation of these recommendations will be requested.
