Thinking of using AI to help with your complaint?

The best way for us to understand your needs and work towards resolving any issues you have is to speak directly to us.

But many people want to use AI (eg ChatGPT) to help write or organise your complaint as it can make it easier to explain what has happened.

To help us understand your complaint quickly and put things right, it’s important it stays clear, accurate and based on your experience.

Advice for using AI

1. Before you start

Think about what you want to say first.

Try to have:

  • The key facts (what happened and when)
  • The main problem
  • What you would like to happen

Keep your information safe

If you use AI:

  • Don’t include your full name, address or account details.
  • Use general terms like “my landlord” or “my case”.
  • Add your personal details only when you have taken what you need from the AI tool and then add the final details before you send your complaint to us.

2. While writing your complaint

You can use AI to help structure and explain your complaint.

What works well:

  • Keep it simple and clear.
  • Focus on what actually happened.
  • Explain things in your own words.

What to watch out for

AI tools can sometimes:

  • Add things that didn’t happen or you don’t want to say.
  • Use language that sounds formal or legal but isn’t accurate.
  • Make your complaint longer than it needs to be.

They may also include references to laws, rights or policies that:

  • May not apply to your situation
  • May not be described correctly
  • Can lead to confusion about how serious or complex the issue is

This can sometimes lead to confusion or different expectations about what should happen.

If your complaint refers to laws or policies, we encourage you to treat this with care and check if this is correct through another source (see point 3 below). AI can sometimes get things wrong or misinterpret how they apply.

We’re happy to talk this through with you and explain how any laws or policies relate to your situation, including where something may have been misunderstood.

If anything is unclear or does not match the situation, we may contact you to confirm the details before we investigate.

3. Getting independent advice

If you would like more information about your rights, you may find it helpful to check trusted advice websites.

These include:

These websites provide reliable, up-to-date information about housing law and your rights. You can use them alongside AI tools, or instead of AI, to help you understand your situation.

Using AI with trusted information

If you do use AI, it can help to check the information it provides.

You could try:

  • Asking AI to explain information from trusted websites
  • Checking anything you are unsure about against these sources

This can help make sure your complaint is based on accurate information and the right expectations.

5. Before you send your complaint to us

Take a few minutes to check it.

Ask yourself:

  • Is everything true?
  • Is it clear and easy to follow?
  • Does it explain what went wrong and what I want?

Remove anything that isn’t accurate or needed.

6. What happens next

Once we receive your complaint, we will:

  • Review what you have told us
  • Contact you if we need to clarify anything
  • Work with you to understand what went wrong and how to resolve it

Just a final reminder...

Using AI can be helpful, but your complaint should always be:

  • True
  • Clear
  • Based on your own experience

This helps us deal with your complaint as quickly and fairly as possible.

 

How to write your complaint with AI

Simple prompts you can use - you can copy and paste these into an AI tool

Explaining what happened:
I need to explain what happened. Here are the facts:
[write what happened]
Help me put this into a clear timeline in the right order.

Explaining what went wrong:
Here are the problems I want to complain about:
[list the issues]
Help me turn this into clear, factual sentences.
Do not add anything that I have not written.

Keeping it simple:
Rewrite this in plain English.
Keep it short, clear and easy to understand.

Explaining the impact:
Here is how this situation affected me:
[write impact]
Help me explain this clearly and link it to what went wrong.

Saying what you want:
Add a short paragraph explaining what I would like to happen next.
Keep it clear and reasonable.

Turning it into a full complaint:
Use the information above to write a clear, polite complaint.
Only use the facts I have given.
Do not add or guess any extra information.
Keep it clear and easy to read.

Checking information:
Plain Text
Check this complaint against information from Shelter or Citizens Advice.
Tell me if anything about the law or my rights might not apply or may be unclear.
Do not add new facts.

Complaints form

You can make a complaint by filling in the form below. If we need to get a better understanding of what the issue is, we will be in contact with you.

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