How Citizen Housing boosted tenant engagement by 180% with Ami AI

180%

increase in tenant engagement with Ami.

90%

conversation containment rate maintained.

improved service delivery in the tenancy management portal, with thousands of tenants supported by faster, more relevant digital assistance.

The challenge

The digital service challenge at Citizen Housing

Citizen Housing, one of the UK’s leading social housing providers, already had an established website and was using Ami, the conversational AI developed by Ami AI, to support tenant interactions. With a strong 90% conversation containment rate, Ami was resolving the majority of tenant queries without escalation.

However, there was untapped potential to increase both the number of tenants engaging with Ami and the quality of those interactions, particularly in the tenancy management portal where user needs are more specific and service-driven.

Our approach

Ami AI’s approach to smarter tenant support

To unlock this potential, Ami AI worked with Citizen Housing to extend Ami’s role across the digital journey. Together, they:

Expanded Ami’s presence beyond the homepage into the tenancy management portal.
Adapted the AI model to handle tenancy-specific queries, such as rent balances, repair requests, and permission submissions.
Delivered tailored, context-aware responses, moving beyond generic FAQs to provide actionable support.

This ensured Ami could assist tenants with more complex, service-focused needs in a natural and
effective way.

The results

The results – More engagement, better service

Within weeks of the update, Citizen Housing achieved:

180% increase in tenant engagement with Ami across digital channels.
90% containment rate sustained, continuing to resolve the majority of queries without human escalation.
Thousands of tenants receiving faster, more useful support within the tenancy portal.
Enhanced digital service offering, strengthening Citizen’s reputation for modern tenant engagement.

By placing Ami where tenants needed it most, Citizen Housing significantly improved the customer experience while reducing the strain on staff.

How could Ami AI help your organisation?

Ami turns your website into a high-performing sales and support engine. From boosting e-commerce conversions to handling FAQs and post-sale queries, Ami’s AI agents reduce costs and drive measurable results. Book your free demo with our Founder Lawrence to see how Ami could transform your website.

About Citizen Housing

Citizen Housing is one of the UK’s largest social housing providers, managing thousands of homes across the Midlands. The organisation is dedicated to ensuring safe, affordable housing for residents while investing in communities. Through its tenancy management services, Citizen Housing supports tenants with everyday needs, from rent and repairs to neighbourhood wellbeing.