Artificial intelligence (AI) is no longer a future consideration for affordable housing developers and operators. At Wendover Housing Partners, AI-powered tools are streamlining property operations, accelerating hiring, and helping staff to make better-informed decisions, allowing them to spend more time serving residents.
“Our strategy has focused on three particular lenses, with the first being a focus on our team member and resident experience: How can we improve and be better aligned in having memorable experiences for both our team members and residents?” says Shannon Teixeira, vice president of human resources.
The second is around operational efficiency, with the company taking a close look at the work that’s being done today and what can be done more systematically with AI and other technology.
“We are focused on improving team member capacity so that they can use some of that time back not only to deliver more meaningful resident experiences but also for more skill development,” shares Teixeira.
While AI and technology certainly improve efficiency, Wendover’s broader objective is to rethink how work gets done across the organization. The team takes a close look at repetitive, low-value activities that consume time and identifies where intelligent automation can create more consistent, scalable processes.
At the same time, Wendover redesigned its operating model through the creation of its Business Solutions Hub—a centralized function that brings together shared services, cross-functional expertise, and operational support to remove complexity and enable teams to perform at their best. Together, AI-enabled technologies and the Business Solutions Hub create a more responsive organization by improving decision-making and increasing organizational capacity. According to officials, Wendover’s goal isn’t simply to do the same work faster—it’s to intentionally redesign work so its people can focus on where they create the greatest value such as serving residents or solving complex problems.
The third focus is on how AI can assist Wendover team members with decision-making, including analyzing financial information and using other data points to help make more informed decisions. Every day, organizations generate enormous amounts of data, yet leaders often struggle to transform that information into actionable insight. AI and integrated tech tools are helping Wendover teams identify patterns, surface risks earlier, analyze financial and operational trends, and provide leaders with timely information that supports better decisions. The technology accelerates insight, but judgment and accountability remain fundamentally human responsibilities.
Let’s look at some specifics. On the property management side, Wendover has been working with EliseAI to enhance administrative touch points such as automated appointment scheduling and maintenance work order processing. By improving operational efficiency, the goal is to give staff more time to focus on residents. Wendover is also seeing a notable impact in employee hiring and retention.
“When we think about the roles that we have, how long they are open for, the type of candidates who are applying, and the ability to fill the positions, we have reduced that time tremendously,” Teixeira says. “We are almost fully staffed within our property management company. AI has helped us from a workforce management and workforce staffing standpoint.”
The Florida-based company uses AI to sift through hundreds of resumes, helping identify qualified candidates more efficiently. While technology streamlines the hiring process, Teixeira says it is paired with a “high human-touch process” as team members still review resumes and screen applicants.
Not only has Wendover been busy hiring people, it’s keeping them. Year over year, Wendover has seen about a 30% reduction in turnover, according to Teixeira, noting strong retention of its maintenance staff.
Whether through new tools like AI or other ways, when team members feel they are making an impact because they have the information they need and are empowered to make decisions, that drives employee engagement, says Teixeira.
Like many others, she notes that AI cannot replace human judgment. “When organizations think about technology, it should be for the benefit of enhancing the employee experience and providing more organizational capability,” she says. “AI and technology can support that as we continue to upskill and as we continue to provide growth opportunities for people across affordable housing and beyond.”