Warning of spike in complex AI complaints
Summary
The article reports that lettings professionals are seeing a rise in more detailed complaints generated with the help of AI, but some contain inaccurate or misleading information. Industry figures say firms should adapt complaints handling processes, using AI for internal analysis while keeping human review and response at the centre.
Why it matters
Residential property surveyors may encounter similar AI-assisted correspondence in complaints, disputes and client communications, so understanding the risk of inaccurate or over-elaborated claims is important. It also highlights the need for robust, human-led review processes when assessing the factual basis of complaints.
Key points
- AI is being used by tenants to draft complex complaints quickly.
- Some complaints may include inaccurate or context-free information.
- Firms are advised to keep human expertise central to complaint responses.
- One suggestion is to require disclosure where AI was used to construct a complaint.
- Teams should review existing complaint-handling processes to filter fact from error efficiently.
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