More tenants use AI to create complex complaint letters

More tenants use AI to create complex complaint letters

Letting agents report a rise in tenants using artificial intelligence to generate detailed and sometimes unfounded complaints, increasing the workload for agencies and raising questions about complaint handling procedures.

Letting agents across the UK are encountering a growing number of tenant complaints created or heavily influenced by artificial intelligence (AI). Industry figures warn this trend is leading to more intricate and multipart grievances, some of which lack genuine merit. The development is prompting agencies to adapt their complaint management processes to handle the increased complexity and volume of correspondence.

Greg Tsuman, a former president of the lettings trade body Propertymark, highlights the challenges posed by AI-generated complaints. He explains that AI tools often tailor responses to user input, which can result in complaints that appear well-structured but may be biased or factually inaccurate. This has led to agencies dedicating more time and resources to dissecting and responding to such complaints.

How lettings agents are adapting to AI-generated complaints

Tsuman describes how his agency has developed a complaints procedure designed specifically for the AI era. Initial complaints are handled by the relevant office before escalating to department heads and finally the compliance team. To manage the volume and complexity, the agency employs AI to summarise and analyse lengthy complaint documents, helping staff identify key issues more efficiently. However, human expertise remains essential for crafting responses and ensuring accuracy.

Ben Stokes, President-elect of ARLA Propertymark and a lettings director, also notes an increase in AI-assisted complaints. He points out that AI can merge outdated or incorrect information from various internet sources, such as superseded government proposals like the Renters’ Reform Bill. This can mislead tenants about their rights and complicate agents’ responses. Stokes emphasises the importance of carefully verifying AI-generated complaints and guiding tenants towards accurate information.

Phil Spencer, founder of Move iQ, acknowledges AI’s potential to improve efficiency in the property sector but cautions that technology cannot replace human judgement and experience. He advises agents to review their complaint handling processes to quickly distinguish between valid issues and inaccuracies introduced by AI-generated content, preventing distraction from daily operational tasks.

Context of AI use in tenant complaints and industry impact

The rise of AI tools accessible to the public has transformed how tenants communicate grievances. These tools can generate detailed letters that might include legal references or complex arguments, which previously would have required professional assistance. While this can empower tenants to articulate concerns more clearly, it also risks increasing the number of complaints that are exaggerated or based on misunderstandings.

From a regulatory perspective, there are no current requirements for tenants to disclose if AI was used to draft their complaints. Tsuman suggests that The Property Ombudsman might consider making such disclosure mandatory to differentiate between genuine grievances and potentially spurious or scattergun complaints. This could help agencies prioritise and address complaints more effectively while maintaining fairness for tenants.

For landlords and letting agents, this trend adds a new dimension to compliance and dispute resolution. The increased complexity and volume of complaints may require additional training for staff and investment in technology to manage correspondence efficiently. It also underscores the importance of maintaining clear, accurate records and communication to defend against unfounded claims.

Practical implications for landlords and letting agents

Small portfolio landlords and letting agents should be aware that AI-generated complaints may become more common and could demand more detailed investigation and response. Agencies may need to review their complaints procedures to ensure they can handle multipart and complex issues without excessive delay or resource drain.

Using AI tools internally to summarise and analyse complaints can help identify the core issues quickly, but responses should always be crafted by knowledgeable staff to avoid errors. Training teams to recognise AI-generated content and verify facts will be crucial to maintaining professionalism and compliance.

Landlords should also consider the potential for tenants to use AI-generated complaints as part of broader disputes, particularly in light of evolving tenancy laws and rights. Ensuring that all property management, safety, and communication records are thorough and up to date will be essential in defending against complaints that may include inaccurate or misleading information.

Uncertainties and future considerations

The regulatory environment has yet to catch up fully with the implications of AI in tenant communications. It remains unclear whether formal rules will require disclosure of AI use in complaints or how ombudsman services will adapt their processes. The balance between enabling tenants to express concerns clearly and preventing misuse of AI to generate unfounded complaints is delicate and evolving.

Landlords and agents should monitor developments from regulatory bodies such as The Property Ombudsman and ARLA Propertymark for guidance on handling AI-generated complaints. The potential for AI to both assist and complicate property management means that staying informed and flexible will be key.

What landlords should consider now

• Review and update complaints procedures to handle multipart and AI-generated complaints effectively.
• Consider using AI tools internally to summarise lengthy complaint documents, while ensuring human oversight in responses.
• Train staff to identify potential inaccuracies or outdated information in AI-generated complaints.
• Maintain comprehensive records of all property management and tenant communications to support responses.
• Stay alert to regulatory updates regarding AI use in tenancy disputes and complaint disclosures.

Supporting landlords with complaint management and compliance

TLA membership offers landlords and letting agents access to practical compliance resources and guidance on managing tenant complaints, including those complicated by AI-generated content. Members can explore TLA’s developing property management platform, ORBIT, currently in BETA testing, which aims to help organise rental documents, record communications, and monitor compliance activity efficiently. ORBIT’s tools for summarising and tracking correspondence may assist landlords in managing complex complaints more effectively. Exploring TLA membership and ORBIT BETA access can provide valuable support for landlords adapting to these emerging challenges.

Looking ahead, the integration of AI in tenant communications is likely to increase. Landlords and agents who prepare their complaint handling processes and maintain robust records will be better positioned to manage disputes and maintain compliance in this changing environment.

Sources: Landlord Today