UK&I Managing AI-generated complaints: practical guidance for property professionals

Overview

The rise of generative artificial intelligence is changing how complaints are written and submitted across the property sector. Firms may increasingly receive highly detailed, technically worded or lengthy correspondence that has been created or enhanced using AI tools.

Although AI can help consumers express legitimate concerns more clearly, it can also introduce irrelevant arguments, factual inaccuracies and unrealistic expectations, making complaints more complex and time-consuming to assess.

While the core principles of effective complaint handling remain unchanged, professionals must be equipped to evaluate the substance of AI-assisted correspondence objectively and respond fairly, proportionately and consistently.

In this practical webinar, industry experts will examine the emerging impact of AI-assisted complaints and share approaches for managing them while maintaining professional standards, supporting positive customer outcomes and reducing operational and regulatory risk.

Delegates will leave with practical steps they can apply to their own complaint-handling procedures.

Speakers

• Lee Russell, Partner, Devonshires Solicitors LLP
• Lesley Horton, Chief Ombudsman, The Property Ombudsman
• Cosmo Gibson, Head of Regulatory Policy, Standards and Regulation, Professional Policy
• Mairéad Carroll, Senior Specialist , Residential Property, Professional Practice

Learning outcomes