Contributed Article

A new national blueprint helps operators and technology partners deploy AI responsibly while protecting transparency and affordability.

By: Valerie M. Sargent, Broadband Communities

Last month at OPTECH 2025, the Real Estate Technology and Transformation Center (RETTC) introduced their new Artificial Intelligence (AI) Governance Framework for rental housing and technology partners. This blueprint was developed and debuted by members of RETTC’s AI Working Group, a distinct group of housing providers and technology innovators whose goal was to promote responsible innovation, protect consumers, and ensure that local, state, and federal laws like the Fair Housing Act and Fair Credit Reporting Act are observed.

“A roadmap for housing providers”

“We can’t solve the nation’s housing challenges with yesterday’s tools,” said Kevin Donnelly, executive director and chief advocacy officer of RETTC. “Artificial intelligence and emerging technologies are already transforming how housing providers operate and serve residents, making housing more efficient, more responsive, and ultimately more attainable. Our new AI Governance Framework provides a roadmap for housing providers and their technology partners in developing, deploying, and using these technologies responsibly. This framework is something policymakers should look to as safely fueling innovation, grounded in consumer protection and critical to scaling sorely needed housing supply to address affordability.”

RETTC acknowledges that artificial intelligence and emerging technologies have been transforming rental housing and can help make housing more attainable through more efficient operations and more responsive services.

The framework

The following framework can be applied by both rental housing providers and real estate technology partners as a beginning reference point, adapted as necessary for their businesses:

1. Establish an organizational philosophy on AI use and oversight

      • Adopt a clear philosophy that defines how AI will be used, governed, and monitored across operations. This organizational approach should balance innovation with accountability, ensure compliance with applicable laws, and promote trust with stakeholders.

2. Promote fairness and consumer protection

      • Ensure AI systems comply with applicable provisions of the Fair Housing Act, Fair Credit Reporting Act, the Americans with Disabilities Act, as well as relevant state and local data regulations

3. Uphold transparency and explainability

      • Promote a general understanding of when AI influences key decisions in the customer journey
      • Provide renters and applicants clear, understandable explanations of decisions affecting them as required by law

4. Protect privacy and promote data integrity

      • Adhere to federal, state and local consumer privacy laws, with an emphasis on data minimization, security, and informed consent.

5. Maintain outcome-based accountability and human involvement

      • Engage humans in significant decisions in the customer journey
      • Establish processes to review model outcomes and provide escalation channels for complaints and appeals
      • Educate staff on the effective use and limitations of AI tools
      • Develop testing and ongoing evaluation to ensure AI tools remain aligned with applicable laws, as well as business goals and objectives
      • Encourage evaluation of AI tools based on their ability to maintain consistent and accurate data flows across the renter journey

6. Promote positive renter experiences and outcomes

      • Elevate technologies that enhance affordability, access, and housing stability
      • Explore AI tools that improve resident experiences by streamlining communication, personalizing services, and supporting inclusive resident engagement
      • Consider engaging renters and resident groups in conversations about how AI enhances their housing experience to build long-term relationships based on open communication and trust

7. Strive for innovation with responsibility

      • Encourage development of AI tools that benefit residents, prospects, guests, on-site teams, and operators, delivering better experiences and more efficient operations, without compromising trust
      • Educate all stakeholders on how AI enhances renter opportunity and housing affordability, and the role that responsible innovation plays in building thriving communities

8. Encourage third-party partner accountability and due diligence

      • Promote the responsible development of AI tools across external partners by incorporating robust due diligence and risk management controls
      • Third-party AI tools, platforms, and data sources are encouraged to align with the organization’s established risk and governance practices
      • Invite transparency from third parties regarding data sources, model limitations, and known risks to support responsible adoption

A practical foundation

The AI Governance Framework underscores RETTC’s commitment to advancing responsible innovation across the rental housing ecosystem. Designed to inform ongoing dialogue among housing providers, technology partners, policymakers, and the public, the framework offers a practical foundation for navigating AI adoption with intention and care.

At the framework’s core are five guiding principles: fairness, transparency, privacy, people-centered governance, and accountability. These principles establish a shared standard for ensuring that AI is deployed in the rental housing industry in ways that strengthen trust, protect residents, and support sustainable housing outcomes.

Valerie M. Sargent is a multifamily speaker, trainer and executive consultant, and is the multifamily news correspondent for Broadband Communities. Learn more by visiting Valerie’s website.

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