This is not a generic AI awareness course. Every example is built around the realities of social housing, including Awaab’s Law, the Housing Ombudsman Complaint Handling Code, the Building Safety Act, damp and mould, ASB, repairs updates and tenant correspondence.

Delegates will learn how to use AI tools such as Microsoft Copilot to save time, improve consistency and support better decision-making, while understanding the risks around accuracy, data security, ethics and responsible use. The session is practical throughout, with demonstrations, guided exercises, group work and housing-specific prompts that can be taken back into the workplace.

What will delegates learn?

By the end of the session, delegates will be able to:

• Understand what generative AI is, how it works and what it means for housing providers
• Use AI safely and responsibly, including recognising hallucinations, data risks and ethical considerations
• Write better prompts using a clear framework that improves the quality and usefulness of AI outputs
• Apply AI to everyday housing tasks, including complaints, repairs updates, tenant letters and regulatory briefings
• Use Copilot 365 across Outlook, Teams, Word, Excel and PowerPoint to support daily workflows
• Create a basic Copilot Agent for a repeatable housing process, such as complaint correspondence
• Use roleplay prompts to practise difficult tenant conversations and test complaint handling
• Identify where AI could add the most value across different teams and services.

This course will cover:

• AI explained in plain English, without unnecessary jargon
• The opportunities and limitations of AI in a social housing context
• Safe and responsible AI use, including accuracy, confidentiality, tenant data and verification
• Hallucinations and why human judgement remains essential
• Prompt writing techniques, including the DRAFT Prompt Framework
• Housing-specific prompt examples for complaints, repairs, ASB, damp and mould, and tenant communication
• Using AI to draft clearer, more consistent tenant letters and service updates
• Applying AI to Awaab’s Law briefings and statutory timescales
• Using AI to support compliance with the Housing Ombudsman Complaint Handling Code
• Building Safety Act briefings for non-technical audiences, including boards and senior teams
• Copilot 365 in Outlook, Teams, Word, Excel and PowerPoint
• Creating simple Copilot Agents for repeatable housing workflows
• Roleplay exercises for challenging tenant conversations
• Group work to map AI opportunities, risks and practical use cases across departments.

Who should attend?

This course is suitable for anyone working in social housing who wants to understand how AI can be used safely, practically and responsibly, including:

• Housing managers and team leaders
• Frontline housing and customer service staff
• Complaints and resident experience teams
• Repairs, maintenance and asset management teams
• Compliance, governance and policy staff
• Neighbourhood, tenancy and ASB teams
• Communications and business support teams
• Senior leaders, executives and board members
• Anyone new to AI who wants a practical, housing-specific introduction.

No technical background is required. Delegates should bring curiosity, everyday work examples and a willingness to practise.