Since becoming a .com company in 2008, East Lothian Housing Association (ELHA) has built a reputation as one of the UK’s most digitally progressive housing providers.
Serving communities across East Lothian, Scotland, ELHA owns and manages around 1,300 affordable homes and provides housing services to thousands of tenants.
From launching the UK’s first online repair booking system in 2011 to introducing its My Home digital platform in 2015, ELHA has consistently used technology to make services faster, simpler, and more transparent for tenants. Today, over 90% of tenants engage digitally, with 88% completely paper-free, a milestone that underlines ELHA’s belief that innovation should enhance both efficiency and community connection.
As a leading digital housing provider, ELHA wanted to continue pushing the boundaries of efficiency and tenant experience. But while their digital services were industry-leading, one area still relied heavily on manual work: call handling and summarisation.
Staff were spending significant time typing up notes after tenant calls, a process that slowed down service delivery, and reduced time available for meaningful interactions.
The pre-existing system also made it difficult to maintain a consistent communication style across teams, impacting both internal efficiency and the tenant experience. ELHA recognised that to keep pace with its digital ambitions, it needed a solution that could streamline note-taking, improve accuracy, and free staff to focus on people rather than paperwork.
That’s where AI integration came in, offering the opportunity to transform their processes with automation, consistency, and speed.
To meet ELHA’s needs, Wyser developed a tailored approach using our AI-powered transcription and note-generation platform to transform call handling and case documentation.
Working closely with ELHA’s customer service and housing teams, we built WyserASSIST for housing, a version of our platform designed around the real-world workflows and communication styles of housing professionals.
WyserASSIST listens, transcribes, and summarises calls in real time, producing sector-specific case notes that integrate directly into ELHA’s housing management systems. The result is a streamlined, consistent process where every tenant interaction is captured accurately and without the administrative burden.
For ELHA, the introduction of ASSIST has set a new benchmark for efficiency, accuracy, and accessibility, empowering staff to spend more time supporting tenants and less time on paperwork. It marks not just a technological improvement, but a transformational shift in how digital-first housing associations deliver service at scale.
IMMEDIATE IMPACT AND HIGH RETURN ON INVESTMENT: Early results showed a measurable reduction in admin time, freeing staff to focus on higher-value tenant support and community engagement.
Within just 24 hours of Wyser going live, its impact was clear. Staff described it as indispensable, and evidence of a strong return on investment emerged almost immediately. This wasn’t just an upgrade, it marked a fundamental shift in how housing services operate.
Since launch, the platform has delivered unparalleled consistency and speed in case summaries, made available to tenants in their My Home accounts within minutes of each call. Every case is now handled with the same level of accuracy and professionalism, eliminating variability in reporting and giving staff the confidence to make faster, better-informed decisions. Most importantly, tenants now have a clear, accessible record of their interactions whenever they need it.
In April 2025, ASSIST was fully integrated with ELHA’s telephony system, automating call logging and further streamlining workflows. Together, we continue to push the boundaries of what digital innovation can achieve in housing.
ASSIST is more than a product; it’s a transformative force redefining what’s possible in housing. By applying cutting-edge AI technology to real-world needs, it’s not simply improving the way things are done, it’s reimagining the future of tenant support.
“Wyser ASSIST changed things for us overnight. As a digital business, harnessing AI is a logical step for us, but we never expected such immediate results. Our staff spend a lot less time typing up notes and can concentrate more on the call. Whilst every summary is checked, staff editing is minimal and we now have a much more consistent style, which we share with our tenants in minutes rather than hours or sometimes days in the past. Put simply, our staff don't know how they would operate without it now! We've been able to improve both the service we offer our tenants, and the working environment for our staff. But the most exciting bit is we know there is more to come as we continue to explore and develop with Wyser..”
Chief Executive of East Lothian Housing Association