Customer care
Redbridge Council is implementing AI to improve empathy and clarity in housing-related communications with residents.
Redbridge Council decided in November 2025 to implement artificial intelligence (AI) technology to generate clearer and more empathetic letters for residents regarding housing matters. This decision followed a presentation on housing needs complaints, which outlined proposed improvements to the council's complaints procedure.
The council's aim is to enhance customer care, which involves practices and policies to ensure a positive experience for residents accessing housing services. This includes providing assistance and advice, and improving service provision, with a Public Reports Pack detailing the use of AI for this purpose.
Key facts
- Redbridge Council decided in November 2025 to implement AI technology for housing letters. Source
- The AI will generate clearer and more empathetic letters for residents. Source
- The decision followed a presentation on housing needs complaints. Source
- Melanie Gahir and Councillor Saima (Syeda) Ahmed presented the improvements. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.