Technology in the Social Housing Market –A lifeline for residents?
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Background:
ICAB was founded back in 1998 by one person with just a phone and a computer set up in a bedroom! Fast forward to 2025, and it is clear just how far we have come. Technology has continued to evolve at an incredible pace, and we are marching towards a world increasingly shaped by automation and AI.
At ICAB, we’ve certainly embraced technology over the past 27 years. From our online hotel booking portals and state-of-the-art telephone systems, to automation that ensures claims are efficiently monitored and updated—technology has become part of our DNA. However, there are some automations that we have deliberately chosen not to use as we believe they take away from the human element required when we need to arrange alternative accommodation for residents. E.g. AI chatbots
Why? ICAB is available 24/7 365 days a year. As our customers are often going through trauma and upheaval and they need to hear a friendly, calming and reassuring voice. Their queries are often complex and require more than a generic automated response. ICAB prides itself on striking a balance of EQ and IQ, which in our experience is what both instructing principals and customers require. It’s not ‘one size fits all’ – each claim that we deal with has its individual unique requirements.
Looking at the technology advancements overall - The Benefits of Technology:
Across Housing Associations and Councils, AI and digital technology can be viewed as a lifeline – with answers to a multitude of questions online and within customer portals or virtual assistants, residents can contact their housing providers 24/7 for non-emergencies until a ‘real person’ can be contacted in office hours.
Smart technology is also transforming how repairs and maintenance are scheduled and managed, saving time and resources.
However, even with all of these innovations, the ‘human touch’ remains vital. If the worst happens, knowing you can reach someone by phone—day or night—offers residents crucial peace of mind.
What does the future hold?
What is the future of technology? History has shown us how each generation has faced a technological revolution in some way, and how the next advancement has scared us.
Many people fear AI – we all have the images in our heads of certain Science Fiction blockbusters with the ‘machines taking over’. In reality that’s not happening –of course, machines can learn and adapt, but they cannot fully replace human empathy, creativity and understanding; therefore, a balance needs to be struck.
A good example of this is a recent half marathon in China where 21 humanoid robots ran alongside humans. Only six crossed the finish line and the fastest robot to finish was still an hour slower than the fastest human. This illustrates that technology still has a way to go!
At ICAB, of course we will continue to embrace innovation and growth. But will AI chat bots ever replace human attributes? This remains to be seen. One thing is certain—technology will continue to evolve, and we remain committed to evolving alongside it, always with our customers’ best interests at the heart of everything we do.
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