AI Transparency
How Social Home uses artificial intelligence — and your rights under EU law
Social Home uses artificial intelligence in several parts of our platform — from AI-powered chatbots that respond to guest messages, to document generation tools that help property managers draft tenancy agreements. We believe you have a right to know when you are interacting with AI and how it is used in decisions that may affect you.
This page is published in compliance with the EU AI Act (Regulation 2024/1689), the world's first comprehensive legal framework for artificial intelligence. It gives you a complete inventory of our AI systems, explains the level of human oversight applied to each, and tells you how to exercise your rights.
Chatbots & AI-Generated Content
EU AI Act Article 50 — These systems interact directly with people or produce content that may appear human-generated. We are required to disclose that you are interacting with AI, and to label AI-generated content appropriately. Compliance deadline: 2 August 2026.
What this means for you: When you interact with any of these systems — by SMS, email, phone, or WhatsApp — you are communicating with an AI. You always have the right to request a human staff member.
SMS AI Concierge
Guest & Tenant Communication
AI-drafted replies to guest and tenant SMS messages. Handles booking questions, check-in instructions, maintenance requests, and general enquiries. Users interact directly with this AI system via text message.
Autonomous with Review
Property managers can view all AI conversations in the Unified Inbox. Escalation rules route complex cases to human review. Managers can override any response.
Groq (Llama), Google Gemini, DeepSeek, OpenRouter
Art. 50(1), Art. 50(2)
Voice AI Agent (Retell)
Guest & Tenant Communication
AI voice assistant handling inbound and outbound telephone calls. Answers property enquiries, provides booking information, routes callers to human departments, and conducts automated outreach. Callers interact directly with this AI system.
Autonomous with Review
All calls are recorded and transcribed. Callers can request transfer to a human agent at any time. Call logs are reviewed by property managers. Business-hours rules enforced.
Retell AI, Groq (Whisper), OpenRouter
Art. 50(1), Art. 50(2), Art. 50(4)
Email AI Concierge
Guest & Tenant Communication
AI system that reads and responds to inbound emails from guests and tenants via OTA relay addresses and direct email. Parses booking-related content and drafts replies.
Autonomous with Review
All AI email responses are logged in the Unified Inbox. Property managers can review and override responses. Escalation triggers flag complex or sensitive emails for human review.
Groq (Llama), Google Gemini, DeepSeek
Art. 50(1), Art. 50(2)
WhatsApp Business AI
Guest & Tenant Communication
AI-powered WhatsApp messaging for guest communication. Handles check-in queries, property information, and booking management via WhatsApp Business API.
Autonomous with Review
All WhatsApp conversations are accessible in the admin Unified Inbox. Human takeover available at any time. Operating hours enforced; out-of-hours messages queued for review.
Groq (Llama), Google Gemini, OpenRouter
Art. 50(1), Art. 50(2)
AI Office (Admin Chat Assistant)
Internal Operations
AI-powered chat assistant for property management staff. Provides operational insights, drafts communications, executes management tasks, and answers questions about properties, tenants, and finances.
Autonomous with Review
Used exclusively by authorised property management staff. All tool executions are logged in ai_agent_execution_logs. High-risk actions (rent notices, GDPR deletion, payment execution) require explicit human approval.
DeepSeek, Groq (Llama), OpenRouter, Google Gemini
Art. 50(1), Art. 50(2)
SpareRoom AI Reply Bot
Property Marketing
AI system that automatically responds to SpareRoom enquiries on behalf of property managers. Drafts responses to room enquiries, qualifies applicants, and books viewings.
Autonomous with Review
All AI replies are visible in the SpareRoom conversation log. Property managers can override responses. Viewing requests require human confirmation before booking confirmation is sent.
Groq (Llama), DeepSeek, OpenRouter
Art. 50(1), Art. 50(2)
AI Blog Content Generation
Content & Marketing
AI system that generates blog articles and industry news summaries for the Social Home website. Content is reviewed and published by staff.
Autonomous with Review
All AI-generated content is reviewed by a human editor before publication. AI-generated content is tagged internally. Published articles may include an AI-assistance disclosure.
Groq (Llama), Google Gemini, DeepSeek
Art. 50(3), Art. 50(4)
AI Social Media Automation
Content & Marketing
AI system that generates and schedules posts for social media platforms (Facebook groups, LinkedIn) on behalf of property managers and the Social Home brand.
Autonomous with Review
Posts are generated using pre-approved templates and reviewed before scheduling. Managers can pause, edit, or delete scheduled posts at any time via the Social Media dashboard.
Groq (Llama), Google Gemini, OpenRouter
Art. 50(3), Art. 50(4)
AI Tenancy Agreement Drafter
Document Automation
AI-assisted generation of tenancy agreements (AST, HMO, Social Housing, Supported Housing). Populates standard templates with tenant and property data and produces a reviewable draft.
Draft Only
Agreements are produced as drafts only. A property manager must review and authorise before the document is sent for signature. Signatories can query any clause before signing.
Groq (Llama), Google Gemini, DeepSeek
Art. 50(3)
AI Listing Content Generator
Property Marketing
AI system that generates and optimises property listing descriptions for multiple platforms (Zoopla, SpareRoom, Airbnb, Booking.com). Analyses listing completeness and suggests improvements.
Draft Only
Generated content is presented to the property manager for review before publishing. No AI content is published automatically without approval.
Groq (Llama), Google Gemini, OpenRouter
Art. 50(3)
AI Systems Affecting Housing & Finances
EU AI Act Annex III — These systems may influence decisions about access to housing, financial arrangements, or personal assessments. We are required to maintain human oversight, keep decision logs, and provide you with the right to request a human review. Full compliance deadline: 2 August 2027.
What this means for you: No high-risk AI system makes final decisions that affect your housing, finances, or rights without a human reviewing the outcome. You may request a human review of any AI-assisted recommendation affecting you.
Tenant Arrears Prediction
Tenant Assessment
AI system that analyses payment history, engagement patterns, and property data to predict which tenants are at risk of falling into arrears. Results inform early intervention decisions.
Assisted
Arrears risk scores are advisory only. A property manager must review all flagged cases before any action (letters, calls, formal notices) is taken. No automatic enforcement actions are triggered by AI alone.
Groq (Llama), Google Gemini, DeepSeek
Art. 26, Art. 27, Annex III §5
Dynamic Pricing System
Revenue Management
AI-powered pricing engine that analyses occupancy, competitor rates, seasonal patterns, and demand signals to recommend and (when enabled) automatically apply pricing changes to short-let properties across booking channels.
Autonomous with Review
Auto-apply requires explicit opt-in per property. All pricing changes are logged with before/after values. Property managers can disable auto-apply at any time. Rollback available for any pricing run.
Groq (Llama), Google Gemini, DeepSeek
Art. 26, Art. 27, Annex III §5
AI Booking Manager
Short-Let Operations
AI system that processes booking enquiries, checks availability, calculates pricing, and creates provisional bookings. Handles cross-property sibling availability for overflow scenarios.
Autonomous with Review
Provisional bookings require host confirmation before being marked as definite. Pricing is surfaced to the guest transparently. Dispute and cancellation mechanisms are available.
Groq (Llama), Google Gemini, OpenRouter
Art. 26, Art. 27, Annex III §4, Annex III §5
Guest KYC Document Scanning
Identity Verification
AI vision system that reads and validates identity documents submitted during the guest check-in process (passports, driving licences, visas). Used for right-to-rent and fraud prevention checks.
Assisted
KYC results are presented to a staff member for human verification before access decisions are made. Guests may dispute any rejection and request a manual review. Data is retained only as long as legally required.
Groq (Whisper / Vision), OpenRouter (vision models)
Art. 26, Art. 27, Annex III §1
Tenant Application ID & Selfie Verification
Identity Verification
AI vision system that reads identity documents and compares a live selfie against the ID photo for applicants during the tenancy application flow (separate from guest check-in KYC above). Produces a confidence score used to route the outcome.
Autonomous with Review
Confidence 60-84% (manual review) and confidence <60% (AI-recommended reject) both route to a staff member, who must explicitly reject before an applicant is told to resubmit documents — no rejection is finalised on the AI score alone. Confidence ≥85%: as a deliberate business decision the system still advances the application automatically (creates a held tenant, sends the deposit request) with no prior human review step; this remains a known gap for the ≥85% band specifically and is not yet remediated. Applicants may always contact support to request human review of any outcome.
OpenRouter (vision models), OpenAI (GPT-4o fallback)
Art. 14, Art. 26, Art. 27, Annex III §5
Tenant Income & Affordability Verification
Identity Verification
AI vision system that extracts income figures from payslips, bank statements, Universal Credit statements, and tax documents submitted during the tenancy application, and produces an advisory affordability signal for staff.
Assisted
Advisory only — the system's output never advances or blocks an application by itself; only a staff member's explicit approve/reject action changes application status. Staff guidance explicitly warns against rejecting solely on income figures. Applicants may request human review of any outcome.
OpenRouter (vision models)
Art. 14, Annex III §5(b)
Tenant Applicant Scoring
Identity Verification
Decision-support score (0-100) combining affordability, income stability, KYC status, right-to-rent status, and referencing to help staff triage tenancy applications. Benefits/pension income is scored at parity with employment income.
Assisted
Decision-support only — the score is recomputed and persisted after a staff member's approve/reject decision, and never gates the decision itself. Displayed to staff with an explicit "decision-support signal only" label. Not used for any solely-automated decision under GDPR Art. 22.
In-house scoring — no external AI provider
Art. 14, Annex III §5(b)
DBS & HHSRS Compliance Assessment
Compliance & Safeguarding
AI-assisted assessment of DBS certificate validity, training compliance status, and HHSRS housing hazard scoring. Flags compliance gaps and generates compliance reports.
Assisted
All compliance assessments are advisory. A compliance officer must review and sign off on any compliance reports or enforcement actions. Tenants and contractors can challenge any assessment.
Groq (Llama), Google Gemini
Art. 26, Art. 27, Annex III §8
Vulnerability & Benefit Assessment
Tenant Assessment
AI system that analyses tenant data to identify potential vulnerability indicators, benefit eligibility signals, and support needs for social housing and supported living placements.
Assisted
All vulnerability flags are advisory and reviewed by a social housing professional before any decisions affecting a tenant's housing or support are made. Tenants have the right to request human review of any assessment.
Groq (Llama), Google Gemini, DeepSeek
Art. 26, Art. 27, Annex III §5
Internal Tools & Analytics
These AI tools are used internally for analytics, transcription, and internal insights. They do not make decisions that directly affect you and have no mandatory EU AI Act obligations.
Property Valuation ML
Analytics & Insights
Machine learning model that estimates property values based on comparable sales data, location, and property characteristics. Used internally for portfolio reporting.
Assisted
Valuations are estimates only, clearly labelled as AI-generated. Property managers are instructed not to use them as the sole basis for pricing or lending decisions.
Internal ML model (scikit-learn), Groq
AI Insights & Analytics
Analytics & Insights
AI-powered analytics dashboard providing property managers with occupancy trends, maintenance cost analysis, tenant satisfaction insights, and predictive KPIs.
Assisted
Insights are informational only. No automated actions are triggered by analytics outputs. All recommendations require human review before implementation.
Groq (Llama), Google Gemini, DeepSeek
Voice Call Transcription
Internal Operations
AI transcription of voice calls for the admin call log. Converts recorded calls to text for record-keeping and searchability.
Autonomous with Review
Transcripts are reviewed by property managers for accuracy. Callers are informed their call may be recorded at the start of AI-handled calls.
Groq (Whisper Large v3), OpenRouter (Whisper)
Your Rights Under EU AI Law
Right to Know
You have the right to know when you are interacting with an AI system. When you communicate with our AI concierge (SMS, voice, email, or WhatsApp), you will be informed that you are speaking with AI at the start of the interaction.
Right to Explanation
If an AI system contributed to a decision affecting you (such as a tenancy recommendation, pricing change, or compliance assessment), you may request an explanation of how the AI reached its output. We will respond within 30 days.
Right to Human Review
For any high-risk AI system listed above, you have the right to request that a human member of staff reviews the AI's output before any decision affecting your housing, finances, or personal circumstances is finalised.
Right to Object and Appeal
You may object to any AI-assisted decision and request that it be reconsidered. You may also lodge a complaint with the Information Commissioner's Office (ICO) if you believe your rights under AI or data protection law have been infringed.
Compliance Status
| Requirement | Status | Deadline |
|---|---|---|
| Art. 50 — AI chatbot disclosure at interaction start | Complete | 2 August 2026 |
| Art. 50 — AI Transparency page published | Complete | 2 August 2026 |
| Art. 50 — Terms of Service AI disclosure section | Complete | 2 August 2026 |
| Art. 50 — Privacy Policy AI processing section (GDPR Art. 22 alignment) | Complete | 2 August 2026 |
| Art. 26/27 — FRIA (Fundamental Rights Impact Assessment) for high-risk systems | In Progress | 2 August 2027 |
| Art. 12 — 6-month AI decision log retention (all high-risk systems) | Complete | 2 August 2027 |
| Annex IV — Technical documentation for high-risk AI systems | In Progress | 2 August 2027 |
| Vendor compliance — DPAs and AI Act compliance confirmations from AI providers | In Progress | 2 August 2027 |
Contact & Complaints
AI Compliance Contact
For AI-related enquiries, right-to-explanation requests, or to request human review of an AI-assisted decision:
Regulatory Complaints
If you believe we have breached the EU AI Act or UK data protection law, you have the right to complain to:
For general data protection queries, visit our Privacy Policy or our GDPR Rights page. For general terms, see our Terms of Service.