Magenta Living, Wirral’s largest social landlord, is making significant strides in harnessing artificial intelligence (AI) to improve services for customers and communities. This progress is the result of a collaborative effort with Wirral Chamber of Commerce, through the Wirral AI Academy and the PAIR platform, a pioneering initiative designed to upskill local businesses and organisations in practical, ethical AI use.
To date, 60 Magenta Living colleagues have enrolled in the programme, building confidence and capability across the organisation.
Ian Cresswell, Director of Technology at Magenta Living, said:
“AI isn’t just about technology – it’s about people.
“We’ve built a digital foundation that’s fit for purpose and fit for people. Our goal is to enable every colleague to do their best work through smarter systems and secure platforms, so we can do more for our customers.
The Wirral Chamber of Commerce has played a vital role in our progress by providing a pioneering academy that has equipped our colleagues with the practical skills and confidence needed to embrace AI.
With more organisations now using AI, it is crucial for the housing sector, the Wirral, and our customers that we embrace new ways of working and ensure no one is left behind in this business transformation.”
Magenta Living has already embedded AI into everyday operations with tools such as Microsoft Copilot and Salesforce Agentforce, delivering tangible benefits for customers:
- Faster, smarter communication: AI-powered writing tools help colleagues write clearer, more compassionate messages, guided by the organisation’s Words That Open Doors tone of voice.
- Improved customer service: Automation of routine tasks in the contact centre reduces call waiting times, while AI chatbots handle simple queries 24/7, freeing up time for human-centred support.
These innovations mean quicker responses, better decisions, and more personalised experiences for tenants, always underpinned by strong governance and ethical principles.
Mark Basnett, Partnership Director at Wirral Chamber of Commerce, commented:
“AI is a game-changer for the Wirral economy. By helping businesses adopt AI confidently and ethically, we’re driving productivity, competitiveness, and growth across the region. Magenta Living’s progress is a prime example, demonstrating how responsible, innovative use of AI can deliver real benefits for both organisations and the communities they serve.”
Magenta Living’s journey mirrors a global shift, with 78% of organisations now using AI and generative AI adoption rapidly accelerating. Locally, the Liverpool City Region’s appointment of the UK’s first Chief AI Officer highlights the area’s leadership in ethical innovation.
As Magenta Living continues to integrate AI deeper into its services, the focus remains on responsible, people-first advancement.
