Housing association VIVID has increased its use of artificial intelligence, predictive technology and customer data to identify problems earlier and improve services across its portfolio.
Its 2025–26 Annual Review details how feedback from its 84,000 customers is being combined with digital tools to prioritise support and tailor services to individual households.
Repairs satisfaction reached 8.7 out of 10 during the year, while VIVID reported a significant reduction in the number of repeat visits required to complete repairs.
The organisation also recorded more than 3,200 hours of customer involvement, with residents helping to shape policies, service standards, communications and digital customer journeys.
INVESTMENT IN HOMES
VIVID invested £95.9m in its existing properties during the year while completing 1,549 new homes.
The housing provider said its growing use of predictive technology is intended to identify potential problems before they escalate, allowing teams to intervene sooner and deploy resources more effectively.
However, VIVID acknowledged that further improvements are required as social landlords face rising expectations around property conditions, complaints handling, transparency and accountability.
Mark Perry, Chief Executive of VIVID, said: “Our focus is important: listen to our customers, understand what matters most, and act on it.
“As expectations continue to evolve, it’s vital that we use insight, data and technology together to improve services in ways that are practical, meaningful and make a real difference.”
CUSTOMER STANDARDS
VIVID has retained its Tpas accreditation for a second year and received a Housing Technology award for using AI to improve customer experience.
It has also introduced a City & Guilds customer advocate credential programme for all employees, designed to establish consistent customer service standards throughout the organisation.
Perry added: “This is a significant step in building a consistent, organisation-wide understanding of what great customer service looks like, ensuring every interaction reflects the same high standards, skills and behaviours.”
VIVID said the combination of customer scrutiny, operational data and predictive tools is supporting faster and more targeted improvements, while providing stronger evidence for decisions about its homes and services.
