AI-Written Tenant Complaints Strain UK Letting Agents

UK letting and property-management firms already handle disputes over repairs, deposits, rent and regulatory duties. Generative AI tools such as ChatGPT now allow tenants to produce long, formal and legal-sounding complaints within minutes, lowering the barrier to escalation but increasing the review burden on staff. Propertymark, the trade body for property agents, warned on Dec. 10, 2025 that the speed and volume of AI-assisted complaints were putting particular strain on smaller agencies with limited capacity.

As of Aug. 12, 2026, the latest reporting says some letting businesses estimate that as many as 90% of complaint emails they receive show signs of AI generation. Staff must still check each claim against tenancy records, correspondence and applicable rules, turning superficially polished messages into a time-consuming compliance task. The 90% figure reflects observations from individual operators rather than an industry-wide survey, and no sector-wide estimate has been disclosed for additional staffing costs or financial losses.