Editor's note: This brief was summarised by The Property AI Newsroom from a report by Mortgage Solutions. Read the original article for full details.

Letting Agents Warn of Rise in AI-Generated Tenant Complaints

Letting agents have reported a growing number of tenant complaints generated by artificial intelligence (AI), according to a report by Mortgage Solutions. Agents say these complaints are often lengthy, complex, and sometimes based on inaccurate or exaggerated information.

Members of Propertymark have noted that, instead of the traditional phone calls or short messages that can be quickly resolved, they are now receiving detailed complaints that can span several pages. These complaints are sometimes found to have no merit or are based on incorrect information.

Greg Tsuman, a past president of ARLA Propertymark, stated that AI-generated complaints can be user-biased and may give tenants a false sense of awareness, leading to complaints without true merit. Tsuman explained that their complaints procedure involves the relevant office, department head, and compliance team. He also noted that AI is now being used by agents to summarise and analyse lengthy correspondence, but not to respond to complaints. Human expertise is still relied upon for responses.

Ben Stokes, president-elect of ARLA and a lettings director, has also observed an increase in AI-generated complaints. He pointed out that AI tools are sometimes merging outdated information from the internet, such as details about previously proposed government bills like the Renters’ Reform Bill, which can result in complaints based on inaccurate legal information. Stokes said that agents carefully check these complaints and respond to guide tenants appropriately.

Tsuman suggested that The Property Ombudsman’s rules could include a requirement for complainants to disclose if AI was used to construct their correspondence. He emphasised that while AI can help make communication clearer, it should not be used to submit spurious or scattergun complaints containing incorrect or out-of-context details.

These developments are particularly relevant for UK letting agents and inventory clerks, who may need to adapt their processes to handle the increasing volume and complexity of AI-generated tenant complaints.