Ctrl AI hires Jennifer Ryans as Strategic Partnerships Chief

Ctrl AI has appointed former Housing Ombudsman Head of Dispute Resolution Jennifer Ryans as Director of Strategic Partnerships, as housing providers prepare for the next phase of Awaab's Law.

Ryans will oversee strategic partnerships across housing, ombudsman services and alternative dispute resolution. She will work with organisations on adopting and managing artificial intelligence in their operations as complaint-handling rules tighten and case volumes rise.

Her appointment adds senior housing and ombudsman experience to a business founded in 2024 that focuses 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.

Before joining Ctrl AI, Ryans 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 post.

The appointment reflects growing pressure in social housing. Phase 2 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 recorded.

Awaab's Law was introduced after the death of two-year-old Awaab Ishak and has become a focal point for tougher standards on damp, mould and other hazards in social housing. The next stage 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 show that outcomes are fair, transparent and properly documented.

Ctrl AI says its platform is designed to analyse disputes and support structured decisions while leaving final accountability with human decision-makers. It presents that approach as a way for regulated organisations to use artificial intelligence without handing over formal responsibility for outcomes.

Anup Kollanethu, Co-Founder and Chief Executive Officer of Ctrl AI, commented on the appointment as the company broadens its presence in the sector.

"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," said Anup Kollanethu, Co-Founder and Chief Executive Officer of Ctrl AI.

Ryans has worked across complaint resolution and service reform for more than a decade. Her background is likely to be relevant for landlords and redress bodies trying to balance faster response times with procedural fairness, particularly as regulators and residents expect better records of how decisions are reached.

Ctrl AI has described the appointment as part of a broader push into housing, ombudsman services and the wider dispute resolution market. The move comes amid a wider shift across regulated sectors, where organisations are testing artificial intelligence tools in back-office and case-handling functions while trying to avoid errors, bias and weak audit trails.

In housing, those concerns are especially acute because complaint outcomes can relate directly to safety, repairs and landlord accountability. Providers adopting new technology are therefore likely to face questions not just about speed or cost, but about whether systems can stand up to scrutiny from residents, boards, regulators and ombudsman investigations.

Ryans addressed that challenge in remarks released alongside the appointment.

"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," said Ryans.