The new software will enable the council to better identify "early warning" patterns in tenant payment behaviour, allowing for earlier and more targeted intervention aimed at helping those who are struggling to cope financially.
The AI-driven platform will also provide risk-based prioritisation, automate routine processes and support more efficient and effective case management.
The proposal to buy a cost-effective AI-powered system, which is subject to cabinet approval next week, keys into the council’s commitment to not only modernise services but support residents amid ongoing financial and cost of living pressures.
The council's approach is to tackle the root causes of problems as well as providing more immediate help when problems have escalated.
The need for the improved system has grown in recent years – with an increasing number of tenants moving onto Universal Credit. This means rent payments are typically made directly by the resident rather than through Housing Benefit This change has added complexity to income collection and increased demand on staff.
The AI digital solution will streamline processes, reduce unnecessary administrative workload, and allow officers to concentrate on higher-risk cases as well as enable more consistent and accessible communication with tenants, to promote tenancy sustainment and support tenants experiencing financial difficulty
Financial modelling indicates the proposal could deliver a strong net financial benefit, with increased income collection and reduced bad debt provision. Over a three-year period, the council anticipates significant revenue gains alongside improved outcomes for tenants.
Councillor Chris Robinson, cabinet member for housing, planning, improvement and governance at Stoke-on-Trent City Council, said:
“As part of our ongoing digital transformation, we are exploring a number of options to increase efficiency and deliver better services to the people of Stoke-on-Trent.
“We are committed to identifying risks of tenants falling into rent areas early so we can help them before problems mount up.
“As with all our uses of AI, we aren’t just looking at automating process and freeing up staff time, but providing real insight and better services for our residents.
“This investment represents a significant step forward in how we manage rent arrears and support our tenants. By using modern technology, we can focus our resources where they are needed most, intervene earlier, and help residents avoid falling into unmanageable debt.”
Enjoyed this story?
The Staffordshire Signal is a not-for-profit, community-funded publication. Every tip helps keep local journalism free, independent, and focused on the stories that matter across Staffordshire.
Every contribution supports reporting, photography, and storytelling across the county.
Explore the heart of our county Use the interactive map above to discover local landmarks, heritage sites, and community-vetted spots. Every interaction helps support The Staffordshire Signal’s mission to keep local news free and independent.
