More tenants use AI to create complaint letters – claim
Summary
The article reports that lettings professionals are seeing more tenant complaints drafted with the help of AI, often making them longer, more complex and sometimes factually inaccurate. Industry figures say firms are adapting their complaints handling processes and using AI internally to summarise correspondence, while still relying on human review for responses.
Why it matters
Residential property surveyors may encounter similar AI-assisted correspondence in landlord, tenant and complaint-related work, making it important to distinguish substance from presentation. The piece also highlights the need for robust review processes where complaints reference changing rental law and policy.
Key points
- Lettings firms report a rise in AI-generated tenant complaints.
- Some complaints are described as detailed but potentially lacking merit or containing inaccuracies.
- Agencies are using AI internally to summarise complaints, but not to draft responses.
- There is a call for complainants to disclose if AI was used, potentially under The Property Ombudsman rules.
- AI is also being used to circulate outdated information about rental reform proposals.
This is an RPSA summary of a publicly available article. The full content remains with the original publisher.
