AI Generated Complaints Are on the Rise: What Does This Mean for the Property Industry?

Following a recent article by Sean Hooker, Head of Redress at Property Redress, published in Property Industry Eye, Parkes Estate Agents explores the growing influence of artificial intelligence on consumer complaints and why facts, evidence and professional communication remain essential.

Artificial intelligence is rapidly changing the way consumers communicate with businesses, and the property industry is no exception.

In an article published by Property Industry Eye on 21 October 2026, Sean Hooker, Head of Redress at Property Redress, highlighted a growing trend in the use of AI to formulate consumer complaints, raising important questions about whether technology is actually strengthening complaints or simply making them more complicated.

According to Hooker, an estimated 85% of consumer complaints received by Property Redress now contain some element of AI assistance. This figure is based on his anecdotal observations rather than a formal statistical study, but it highlights just how widespread the technology has become.

For estate agents, landlords and property managers, this represents a significant shift in how concerns are raised, communicated and ultimately resolved.

Are AI Generated Complaints Actually Stronger?

One of the central points raised in Hooker's article is that AI can turn a relatively straightforward complaint into a lengthy, highly technical argument. Consumers increasingly have access to tools capable of producing formal correspondence containing legal terminology, references to legislation and detailed arguments that might previously have required professional assistance.

While this can help individuals better understand and articulate their concerns, it can also create unnecessary complications. Hooker explains that complaints are becoming increasingly lengthy and technical, sometimes requiring redress professionals to work through pages of legal arguments before identifying the underlying issue.

Importantly, the use of sophisticated language does not necessarily mean the complaint itself is justified.

A well written complaint and a well founded complaint are not always the same thing.

AI can help construct an argument, but it cannot independently verify every fact, interpret every contractual obligation correctly or fully understand the circumstances surrounding a dispute.

We of course understand that disputes can arise for many reasons, whether relating to property maintenance, tenancy agreements, deposit deductions or communication between parties. The introduction of AI adds another dimension to these situations.

A tenant may use AI to challenge a proposed deposit deduction, for example, generating references to legal obligations and requesting extensive supporting documentation. Equally, a landlord may use the same technology to formulate a complaint about property management services or contractual responsibilities.

In both circumstances, the fundamental question remains unchanged: what actually happened, what evidence is available, and what is a fair and reasonable outcome?

Tenancy agreements, check-in and check-out reports, inventories, maintenance records, photographs and written correspondence remain essential when assessing disputes.

Technology may improve how a complaint is presented, but it cannot replace the supporting evidence required to establish its merits.

Resolving Complaints, Not Creating Arguments

Another important observation made by Hooker is the distinction between resolving a complaint and attempting to win an argument. Property Redress adopts a non adversarial approach, focusing on establishing the facts and identifying practical resolutions. This is particularly relevant in property management, where complaints often involve ongoing relationships between landlords, tenants and managing agents.

An overly confrontational approach can make relatively straightforward issues more difficult to resolve.

At Parkes, we believe complaints should be addressed professionally, fairly and proportionately. Every concern deserves to be considered on its individual merits, regardless of whether the correspondence has been drafted personally or with the assistance of AI.

However, it is equally important that expectations remain realistic and that conclusions are based on the circumstances and available evidence rather than the strength of the language used. Hooker's article also highlights the importance of effective complaints procedures and accurate record keeping. As AI generated correspondence becomes more common, estate agents and property managers must ensure they have clear processes for identifying, investigating and responding to complaints.

For landlords, this reinforces the value of working with a managing agent who maintains detailed records and communicates consistently throughout a tenancy. For tenants, it demonstrates the importance of raising concerns clearly, providing relevant evidence and allowing reasonable opportunities for issues to be investigated and addressed. A professional complaints process should encourage constructive communication rather than unnecessary escalation.

AI Should Support, Not Replace, Human Judgement

There is no doubt that AI has a valuable role to play within the property industry. It can help consumers understand unfamiliar terminology, organise information and communicate concerns more confidently.

For property professionals, it can assist with reviewing correspondence, preparing timelines and managing administrative tasks more efficiently. However, as Hooker also warns, the use of AI brings important responsibilities around data protection and the handling of personal information. Property professionals must be particularly careful when using AI systems to process tenancy information, personal details or confidential correspondence.

More importantly, technology should never replace the experience, understanding and judgement required to manage sensitive situations. Property management is fundamentally about people. Behind every complaint is a landlord, tenant or client seeking an explanation, reassurance or resolution.

The Parkes Perspective

As the property industry continues to embrace new technologies, we believe the focus must remain on professionalism, transparency and accountability. AI is undoubtedly changing how complaints are presented, but it should not change the principles by which they are assessed. A complaint containing several pages of legal terminology should not automatically carry greater weight than a concise email supported by clear evidence.

Equally, the use of AI should never be a reason to dismiss a legitimate concern. At Parkes Estate Agents, our approach will always be centred on understanding the circumstances, reviewing the available information and working towards fair, practical outcomes for everyone involved.

As Sean Hooker's article demonstrates, the future of complaints handling is not simply about adapting to artificial intelligence. It is about ensuring that technology enhances communication without replacing the human judgement that effective property management requires.

Ultimately, AI may change how complaints are written, but facts, evidence and professional understanding will always determine how they should be resolved.

This article references the views and observations of Sean Hooker, Head of Redress at Property Redress, published in Property Industry Eye on 21 October 2026.

Article: AI is changing the way consumers complain, but is it making their complaints stronger?