Consumers won’t have to declare use of AI, rules Ombudsman
Summary
The Property Ombudsman has said consumers will not be required to declare whether they used AI to draft a complaint. The Ombudsman is also using AI internally to manage rising complaint volumes, while warning that AI-generated submissions can make relevant evidence harder to identify and increase the burden on complaint handling.
Why it matters
Residential property surveyors may encounter complaints and evidence packs that include AI-assisted material, which can affect how issues are presented and assessed. The emphasis on clear, accurate records is relevant to surveyors involved in inspections, reporting, and dispute resolution support.
Key points
- Consumers do not have to disclose AI use when submitting complaints to The Property Ombudsman.
- The Ombudsman says its codes apply to agents, not complainants.
- AI-assisted complaints may contain repetitive or inaccurate material that obscures key evidence.
- Rising complaint volumes are increasing pressure on Ombudsman resources.
- Agents are being urged to maintain clear and accurate records.
Organisations:
The Property Ombudsman, The Negotiator
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