How East Lothian Housing Association gave its teams more time to support tenants

By introducing AI-powered transcription, tailored case notes and telephony integration, East Lothian Housing Association reduced administrative pressure, improved the consistency of its records and made information available to tenants within minutes.

  • 1300

    affordable homes managed across East Lothian

  • 24hours

    for staff to see the positive impact of Wyser

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About East Lothian Housing Association

East Lothian Housing Association, or ELHA, provides affordable homes and housing services to communities across East Lothian, Scotland. The organisation has a long-standing commitment to using technology to improve the tenant experience, from introducing online repair bookings to developing its My Home digital platform. More than 90% of tenants engage with ELHA digitally, and 88% are entirely paper-free. But while much of its service had moved online, recording and summarising tenant conversations remained a largely manual process.

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Our staff spend a lot less time typing up notes and can concentrate more on the call.
Martin Pollhammer Martin Pollhammer Chief Executive East Lothian Housing Association

Too much time spent documenting conversations

For housing teams, a single conversation can cover far more than the original reason for a tenant’s call. Repairs, tenancy concerns, financial pressures and personal circumstances can all emerge during the same interaction, creating a lot of information to capture accurately.

At ELHA, staff were spending significant time typing up notes after calls. This created an administrative burden, reduced the time available for supporting tenants and slowed the flow of information across the organisation.

The manual approach also made it more difficult to maintain consistency. Notes could vary between team members, and updates were not always available to tenants until hours, or sometimes days, after a conversation took place.

ELHA needed a way to capture important information more efficiently while preserving the human judgement and personal connection at the heart of its service.

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Building around the way housing teams already work

Wyser worked closely with ELHA’s customer service and housing teams to understand their day-to-day processes, the information they needed to record and how that information moved through existing systems.

Together, they developed a housing-focused approach using WyserASSIST to transcribe tenant conversations and produce structured, sector-specific case notes.

Rather than asking staff to change the way they support tenants, the solution was designed around their existing workflows. Conversation summaries could be reviewed by staff and shared with tenants through their My Home accounts, giving both parties a clear record of what had been discussed.

In April 2025, WyserASSIST was fully integrated with ELHA’s telephony system, automating call logging and creating a more joined-up process from the initial conversation through to the completed case record.

Designed to understand every conversation

For a housing association serving communities across Scotland, accuracy needed to extend beyond recognising words in ideal conditions.

Wyser was able to capture a range of Scottish accents accurately, helping ensure that important details were not lost and that tenants received a consistent experience regardless of how they spoke.

This supported clearer records, reduced the need for extensive editing and gave staff greater confidence in the information being captured.

More consistent records, shared with tenants sooner

The benefits became apparent within the first 24 hours.

Staff spent less time typing up notes and more time concentrating on the conversation in front of them. Summaries required minimal editing, helping teams create clear and consistent records without the same administrative effort.

For tenants, the difference was equally practical. Conversation summaries could be made available through their My Home accounts within minutes, giving them quicker access to a clear record of what had been discussed.

The integration with ELHA’s existing systems also reduced duplication and improved how information moved across the organisation, supporting faster, more coordinated service delivery.

Most importantly, the technology strengthened the role of housing staff rather than replacing it. Teams retained oversight of every summary while gaining more time to focus on the people who needed their support.

Supporting housing teams where it matters most

ELHA’s experience shows what is possible when technology is designed around the realities of frontline housing work.

By reducing the administrative burden of recording conversations, WyserASSIST helped staff spend more time with tenants, improved the consistency of case records and gave residents faster access to the information they needed.

AI where it helps. Human where it matters.

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