AI Governance

Artificial intelligence and emerging technologies are transforming rental housing, making operations more efficient, services more responsive, and housing more attainable.

RETTC encourages members to approach this framework in a way that promotes innovation, protects consumers, including residents, and affirms compliance with all applicable federal, state, and local laws. Each rental housing provider and real estate technology partner can use this framework as a practical reference point and adapt it to the type of housing or service provided, the resident community, applicable laws, and other factors.

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 & 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 & 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 & 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 & 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 relationship 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. 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.