How to tackle AI-generated complaints from tenants
Summary
The article reports that lettings professionals are seeing a rise in AI-generated tenant complaints, including correspondence that is more complex, lengthy and sometimes factually inaccurate. It notes that some agencies are adapting complaints procedures and using AI internally to summarise submissions, while still relying on human review for responses.
Why it matters
Residential property surveyors working alongside letting and management teams may encounter similar AI-assisted complaints and should be alert to the risk of inaccurate or overstated allegations. The piece also highlights the need for robust complaint-handling processes and careful fact-checking when dealing with digitally generated correspondence.
Key points
- Lettings firms are reporting more AI-generated tenant complaints.
- Some complaints may contain incorrect or misleading legal references.
- Agencies are using AI to summarise complaints, but not to draft responses.
- Human review remains essential to assess merit and factual accuracy.
- There is discussion about whether complainants should disclose AI use under ombudsman rules.
This is an RPSA summary of a publicly available article. The full content remains with the original publisher.
