How NSDC’s Hestia is transforming training & service delivery
Newark and Sherwood District Council was Highly Commended in the Artificial Intelligence category of the Housing Technology Awards 2026, with its use of Microsoft Copilot agents to empower staff and improve tenant outcomes.
Launching a new housing management system (HMS) is a formidable prospect for any housing provider, especially when resources are tight and expectations high. For NSDC, the challenge was clear – with a small project team, how do you ensure everyone receives the right training and support, particularly in the crucial early weeks of go-live?
This is the story of Hestia, the Copilot-powered ‘goddess of AI support’, which has revolutionised how we support and empower staff to deliver consistent, confident services to tenants. Hestia offers a blueprint for leveraging cutting-edge technology to support the age-old problems of training and support.
A looming challenge
As we approached our HMS launch, the project team anticipated a surge in “how do I…?” queries. Despite a robust training programme, the volume of requests was expected to be significant. Staff would want answers quickly, often while on the phone or visiting tenants, and traditional support channels risked becoming overwhelmed with delays and bottlenecks.
Recognising the potential of Microsoft’s new Copilot agents, the team saw a solution that would not only augment its capacity but also democratise access to support. The business case was compelling – low cost, minimal deployment overheads, robust data security and seamless integration into NSDC’s existing Microsoft tenancy. Most importantly, Copilot agents could be deployed without being dependent on external suppliers, giving our team full control and flexibility.
Within a single afternoon, the initial Copilot agent was set up and the alpha prototype ready for internal testing using existing training materials and process documentation before expanding to include policies and website resources.
Within two weeks, live demonstrations were being given to our senior leadership team and external partners, ahead of a full roll-out as part of training our staff on the new HMS.
Meet Hestia, our support goddess
Named after the Greek goddess of home and hearth, Hestia was embedded directly within Microsoft Teams (a platform already familiar to all staff), ensuring instant accessibility and minimal friction in adoption.
Hestia was trained on a range of resources, including NSDC’s website, housing policies, process guides and user manuals. This enabled Hestia to deliver comprehensive support, from policy information to step-by-step transactional guidance.
Staff could ask Hestia about the nuances of our allocations policy, eligibility criteria for registers or how to place bids in the portal. The agent provided answers tailored to local terminology and organisational context, thanks to bespoke language training and reference points. Not only did this expand Hestia’s usefulness, it ensured staff received support that resonated with their day-to-day experiences.
Agile development & in-house innovation
One of Hestia’s key strengths is the agility afforded by in-house management. Our team can rapidly update the agent in response to new policies, evolving processes or staff feedback. This eliminates the lag associated with external vendors and ensures the AI stays aligned with our organisational goals.
Hestia’s underlying large language model (LLM) is improved regularly, with analytics on search queries informing further enhancements and training needs. Virtual training on the agent is embedded in our HMS training when onboarding new starters, supporting quick adoption and building digital confidence across the workforce.
The feedback from our staff has been overwhelmingly positive, with one user noting, “I love Hestia. I use it all the time because I don’t do some tasks that often so it guides me through the right process when I need it.” With consistent, accurate answers at their fingertips, staff can act confidently and maintain high standards of service for tenants.
Exceeding expectations
Hestia’s impact has surpassed our expectations. During the launch period, average daily interactions reduced the demand for support on the project team by 40 per cent, well above the targeted 25 per cent.
The time savings are significant, with resource savings of 1.5 FTEs, alongside very high satisfaction levels of 96 per cent.
Regular usage of Hestia continues, especially among new starters and staff with lower digital confidence. Hestia’s ability to deliver accurate, accessible information has supported self-sufficiency and reduced people’s reliance on our project team.
Our staff report increased confidence, faster access to information and improved consistency in the application of NSDC’s policies. Hestia’s answers are drawn from a broad base, including 50 per cent from training materials and 35 per cent from policies, demonstrating its role in supporting both system adoption and policy compliance. Notably, queries about damp and mould accounted for eight per cent of all questions in November 2025, illustrating Hestia’s ongoing relevance and adaptability to emerging problems.
Innovation & replicability – A model for others
NSDC’s pioneering use of Copilot agents isn’t just an internal success story, it’s also a model that could be replicated by other housing providers. Within days of Microsoft’s service launch, NSDC had a working agent in place, sharing it with early adopters, senior managers and even other organisations.
The approach is highly adaptable: any organisation can deploy a Copilot agent tailored to its own resources and working practices. We’ve already expanded our family of agents to support other systems and teams, with future plans for agents in other areas. Hestia itself now supports asset management queries, consolidating support for all key housing systems within a single agent.
AI agents as the modern pantheon of support
Hestia’s success demonstrates the transformative potential of AI-powered support in social housing. Like the ancient gods and goddesses who watched over mortals, AI agents can guide, empower and protect staff while they deliver vital services to tenants.
For IT professionals and senior leaders, the message is clear: AI isn’t just a technical upgrade but a strategic asset that can revolutionise training support, boost staff confidence and improve service delivery.
As Microsoft’s Copilot platform evolves, the possibilities will grow. Our journey with Hestia is just the beginning – one that other housing providers can follow to build their own pantheon of AI support, delivering lasting benefits to staff and tenants alike.
Kristin McIntosh is the digital solutions team leader at Newark and Sherwood District Council. The council was Highly Commended in the Artificial Intelligence category at the Housing Technology Awards 2026.
