Digital housing services lack public trust

A recent study by Granicus reveals a significant gap between public sector housing workers’ confidence in digital services and citizens’ awareness of and trust in those services. The study surveyed 500 public sector workers and 1,000 UK citizens, shedding light on the disconnect between the two groups.

Among housing workers, 80% said their digital services are fully accessible to people with low digital skills or disabilities. However, 29% of citizens reported difficulty accessing digital public services over the past year, and 26% said access challenges were still not being addressed.

The findings point to a divide between how housing organisations view their progress in digital service delivery and how the public experiences it. Housing professionals reported strong confidence in accessibility, service quality, and the use of artificial intelligence, but citizens were less convinced on each measure.

Some 62% of housing professionals said they were confident they could deliver the digital services residents expect by 2028, while 42% of citizens disagreed. The use of AI showed the clearest contrast, with 76% of housing professionals saying AI-driven services were either fully embedded or being trialled, and 69% of citizens saying they were not aware of any public services currently using AI.

The trust figures may prove as significant as the accessibility gap. Almost half of citizens surveyed said they did not trust or were uncomfortable with AI in public services, despite evidence from workers that such systems are already being introduced in housing organisations. This lack of trust can create a practical problem for public bodies, as residents need to understand how decisions are made and what role technology plays when they seek help or information.

Ian Roberts, UK managing director at Granicus, said: “Clearly, the findings reveal a disconnect between how widely artificial intelligence and accessibility are being addressed inside public sector housing. Digital transformation isn’t measured solely by organisational confidence. The real test is whether residents feel the benefits, understand how new technology is being used and trust the services they rely on.”

As the housing sector continues to adopt newer digital tools, particularly AI, it’s essential to demonstrate value, transparency, and accessibility at scale. The sector has moved beyond asking whether AI should be used, and the focus now is ensuring data quality, skills, and governance are in place while maintaining public trust. The survey suggests that public awareness has not kept pace with deployment, even in a sector that reports relatively high internal readiness.

For instance, when residents are unaware that AI is being used or remain uneasy about it, organisations may face questions not only about access but also about transparency and accountability. This is particularly important in housing, where digital service reform often affects access to essential services, from repairs and rent queries to complaints and tenant communication.

In the middle of this digital transformation, it’s essential to consider the people most affected by it. For them, the benefits of digital services are not just about convenience or efficiency but also about trust and understanding.

Addressing the trust gap will be essential for the success of digital service reform in housing and other public services. The NHS, local government, and central government also face similar challenges, with varying degrees of confidence in their digital services.

The NHS was the least confident, with 40% of workers saying they could deliver the digital services users expect by 2028. In contrast, housing stood out from other parts of the public sector, recording higher confidence than local government, central government, and the NHS on several digital measures.

Maintaining trust among users with different levels of online confidence will be a significant challenge as the public sector continues to expand digital channels. The data indicates that public awareness has not kept pace with deployment, even in a sector that reports relatively high internal readiness.