19 Aug 2026

Customers embrace new AI-powered virtual assistant Ali

We're continuing to evolve our digital services with the introduction of Ali, our new AI-powered virtual assistant, now available through My Livin.

Designed to help customers find information, complete tasks and access services more easily, Ali provides instant responses 24 hours a day, seven days a week. Developed in partnership with Meritec Ltd, it combines artificial intelligence with our existing digital services to deliver a more connected and intuitive digital experience.

The launch comes as more customers than ever choose to engage with us digitally. Today, 78% of customers interact with us exclusively through digital channels, reflecting changing expectations and higher demand for services that are available when and where people need them. This shift has been supported through our award-winning Better Connected transformation programme, which has redesigned more than 190 business processes and digitised over 60 high-volume services, demonstrating how we're using technology to deliver smarter, more accessible services.

Early results show customers are already embracing Ali. During July, the assistant supported more than 480 customer interactions, helping customers find answers to routine enquiries, and access information and services through self-service journeys that flow directly into team workbaskets across a range of services. The data suggests customers are beginning to make Ali part of their preferred digital journey, with 60% of returning users finding the information they needed without any further contact and 84% subsequently not returning to their usual live chat contact method.

Ali builds on the extensive range of services already available through My Livin - it combines real-time account management, digital transactions, repair diagnostics, appointment scheduling and service tracking within a single customer interface. Alongside core services such as viewing live rent balances, making secure instant payments, reporting and tracking repairs, and booking appointments, customers can also access a wide range of 'My' offers to complete customer satisfaction surveys, view appointment records and manage service requests, providing 24/7 digital access to key services and information in one connected platform.

Carole Hesp, our tenant from West Cornforth, is among the growing number of customers using Ali, an AI-powered virtual assistant in the My Livin app and portal, she said:

"I find My Livin really easy to use. It allows me to report repairs, pay my rent and access support whenever it suits me, day or night. Ali is a fantastic addition to the app. It helps me find the information I need straight away - it feels like having a personal assistant available whenever I need help, making it even easier to manage my account."

Eileen Cotterill, Head of Transformation said: "Through our 'Better Connected' transformation programme, we've created a strong digital platform that gives customers access to a growing range of services whenever and wherever they need them. Ali is the next step in that journey, using artificial intelligence to make those services even easier to navigate and creating a more intuitive experience that adapts to the way customers want to interact with us."

Adam Wilkinson, CEO of Meritec said: Ali is connected to the same automated processes that already power My Livin, it does more than answer questions; it understands what a customer needs and moves them straight into the right service, at any hour of the day or night. We are proud to support Livin's digital transformation, and delighted to see AI delivering real, measurable outcomes for customers."

Customers currently registered for My Livin can try Ali now, alternatlvely register for My Livin using the link below.

My Livin App

How do I apply for a Livin home or bungalow?

We advertise all of our available homes on our Find A Home page, simply visit this page for more information.

Before you can place a bid on one of our homes, you must first have an active account with the relevant Choice Based Lettings Scheme. Almost all our homes are located in County Durham and therefore are allocated through the Durham Key Options scheme. Durham Key Options (DKO) is a partnership between Durham County Council and landlords across County Durham.

We have a small number of homes which are located outside Durham, these are all advertised through Tees Valley HomeFinder, Hartlepool HomeSearch and Darlington HomeSearch; They are similar to Durham Key Options but we do not process applications registered for these schemes. If you wish to register an application for homes advertised in this area, please apply directly.

Once your application is approved, you will then be able to bid on homes that meet your needs. You can access the application form directly by visiting the relevant Choice Based Lettings system.

How long will it take for my application to be processed?

We aim to start processing your application within 10 working days. If we require any further information after this point, we will contact you to ask for this. Once we have received all the required information we will notify you of our decision within 20 days, and if accepted we will activate your account. You can also check your application status online by logging into the DKO portal.

How can I get involved with Livin and help to shape services?

To find out more about the different ways you can get involved, please visit our getting involved section.

Can I apply to buy my home under Right to Buy?

Tenants who have been with Livin since before the transfer from Sedgefield Council in 2009 may have the “Preserved Right to Buy” their property. Full details of the scheme are available on the Government Right to Buy website. If you are thinking of applying, please contact us.

Can I apply to buy my home under Right to Acquire?

If you have been a tenant for 3 or more years you may have the right to buy your property under the Right to Acquire scheme. Full details of the scheme are available on the Government Right to Acquire website. If you are thinking of applying, please contact us.