Receiving timely housing advice can be fundamental for homelessness prevention, but few people have access to this support. Homelessness statutory duties focus on preventing a homelessness crisis, when interventions are often more expensive and less effective, rather than mitigating challenges before they escalate.

Targeting advice before the crisis point could create savings for Local Authorities, and achieve better outcomes for people, avoiding the harm caused by experiencing homelessness and avoiding an expensive homelessness duty or stays in temporary accommodation. Technological solutions, including those powered by Artificial Intelligence (AI) to summarise and synthesise advice from reputable sources, have the potential to lower the costs of advice and increase its reach. 

How we are going about it

Change Please’s AI chatbot ‘Housing Helper’ uses AI capabilities to offer immediate, trusted guidance and advice to support those at risk of homelessness before the crisis point, in over 100 languages. The chatbot can assess someone’s situation, offer tailored advice, and draft letters to landlords or the council. Unlike general-use AI tools like ChatGPT or Claude, the tool uses only trusted, authoritative sources, including Shelter, Citizens Advice and government guidance.

Residents who could benefit from Housing Helper are identified by Southwark and those that are identified are randomised 50/50. Housing Helper is then offered to the ‘treatment’ group (those receiving the intervention) and the ‘control’ group receive services as usual.

Recruitment is due to start shortly and final results are expected in spring 2027.