Ctrl AI has hired Jennifer Ryans as Director of Strategic Partnerships, as housing providers prepare for phase two of Awaab’s Law. She previously was Housing Ombudsman’s Head of Dispute Resolution.
Jennifer will oversee strategic partnerships across housing, ombudsman services and alternative dispute resolution. She will work with organisations on adopting and managing artificial intelligence (AI) in their operations as complaint-handling rules constrain and case volumes rise.
Her appointment adds senior housing and ombudsman experience to a business which focuses heavily on dispute resolution and decision-making tools. Ctrl AI has been expanding its work in housing and other areas where organisations face growing pressure to handle cases consistently and accountably.
Prior to joining Ctrl AI, Jennifer was Head of Dispute Resolution at the Housing Ombudsman and Deputy Chief Operating Officer at the Pensions Ombudsman. She will continue in her role as Non-Executive Director at The Property Ombudsman alongside her new role.
“Jennifer’s experience is truly unique. She understands the challenges facing housing providers, ombudsman services and dispute resolution organisations from both operational and strategic perspectives.
“As demand for our expertise continues to grow, Jennifer’s insight, credibility and deep sector knowledge will be invaluable in helping clients adopt AI confidently, safely and responsibly. We’re delighted to welcome her to the team.”
Anup Kollanethu, Co-Founder and Chief Executive Officer, Ctrl AI
Jennifer’s appointment reflects growing pressure in social housing. Phase two of Awaab’s Law will introduce legal deadlines for dealing with a wider range of housing issues, forcing providers and their advisers to review how complaints and repairs are managed and how compliance is noted.
Awaab’s Law was introduced following the death of two-year-old Awaab Ishak and has become a pivotal point for tougher standards on damp, mould and other hazards in social housing. Phase two is expected to widen the issues covered by statutory timescales, adding to the operational burden on landlords already dealing with heavier complaint loads and closer scrutiny.
That has created a growing market for systems that can help housing providers track cases, organise evidence and support decision-making. Ombudsman bodies and alternative dispute resolution organisations are also under pressure to illustrate that outcomes are fair, transparent and audited properly.
Ctrl AI mentions its platform analyses disputes and support structured decisions while leaving accountability with human decision-makers, a measured approach for regulated organisations to use AI without handing over formal responsibility for outcomes.
Jennifer has worked across complaint resolutions and service reform for over a decade. Her background will be key for landlords and redress bodies trying to balance faster response times with procedural fairness, particularly as regulators and residents desire better records of how decisions are reached.
“After many years leading change, improving services and driving efficiencies across the ombudsman and housing sectors, I’ve seen first-hand the challenges organisations face in meeting growing demand while maintaining high standards of service.
“I believe AI has the potential to transform these sectors more profoundly than any change programme I’ve worked on to date. I care deeply about these sectors and the people they serve.
“I’m excited to help organisations realise the benefits of AI while maintaining the trust, fairness and accountability that matter most.”
Jennifer Ryans, Director of Strategic Partnerships, Ctrl AI
Ctrl AI comments the appointment forms part of a broader push into housing, ombudsman services and the wider dispute resolution market. The move follows a shift across regulated sectors, where organisations are testing AI tools in back-office and case-handling functions while trying to avoid errors, bias and weak audit trails.
In social housing those concerns are especially acute as complaint outcomes can relate directly to safety, repairs and landlord accountability. Providers adopting new technology could face questions about whether systems can stand up to scrutiny from residents, boards, regulators and ombudsman investigations.
