Eighteen months ago, Notting Hill Genesis (NHG) embarked on an ambitious mission: to improve the lives of tenants by making property management proactive, efficient, and data led. The challenge was clear in that housing organisations had long relied on reactive repairs, with risks often escalating into costly issues.
NHG recognised that artificial intelligence could transform this model. Two groundbreaking solutions emerged:
- Predictive Disrepair Risk Assessment Tool – analysing engagement and repair data to forecast properties at risk of disrepair, uncovering root causes and helping teams plan long-term interventions.
- AI-Powered Image-Based Damage Assessment Tool – using computer vision to classify cracks, leaks, mould, and other damage from inspection images, cutting inspection times in half and prioritising urgent fixes.
Together, these innovations represent a step change in housing management.
“It is impressive to see robust solutions to a serious set of issues that impacts day-to-day lives with new AI tools while delivering satisfaction and efficiency.” – Judges’ comments
Predicting Risks Before They Escalate
The Predictive Disrepair Risk Assessment Tool has been described by NHG’s head of repairs operations, Peter Forsyth, as “instrumental in proactively identifying properties at risk, significantly reducing legal disrepair claims and associated costs.”
By blending historical complaints, annual visit data, and repair records, the tool provides a “crystal ball” view of emerging risks, whether persistent damp, ageing plumbing, or structural wear. This enables NHG to target resources, prevent harm, and reduce the £3.3 million a year previously spent on legal claims and disrepair cases.
Revolutionising Inspections with AI
Traditional property inspections have been time-consuming, manual, and inconsistent. The AI-Powered Image-Based Damage Assessment Tool transforms the process. By scanning images, it identifies the type, severity, and location of damage, providing confidence scores and recommending resolutions.
This has cut inspection and assessment time by 50%, freeing staff to focus on more strategic tasks and accelerating response times. For tenants, it means safer, more comfortable homes and satisfaction scores projected to rise by 25%.
Transformative Impact
The benefits of NHG’s AI programme extend beyond efficiency:
- For tenants: faster, preventative repairs that minimise disruption and ensure compliance with safety legislation.
- For stakeholders: increased transparency, accountability, and confidence in property management.
- For staff: reduced workloads and higher job satisfaction through automation of routine assessments.
As Ludovic Basse, High-risk Repairs Project Lead, observed: “By delivering this project and the live nature of the register, we can tailor services, visit residents in need of support during times of escalated risk, and manage damp and mould escalations in line with changing legislation.”
Collaboration and Continuous Learning
NHG’s success reflects not only innovation but also collaboration. Agile development and iterative testing kept tools aligned with organisational needs. Interdisciplinary teams, from data scientists to property managers, worked side by side, while investment in data literacy and partnerships with universities ensured skills growth and long-term sustainability.
Making the Difference
The judges praised NHG for showing how AI can create real-world impact: reducing costs, improving quality of life, and redefining industry standards. By blending predictive analytics and image recognition with a commitment to tenant wellbeing, NHG has demonstrated what innovation in housing can achieve, becoming the 2025 winner of Most Innovative Use of AI (Europe).
