Our two stage complaints process

We have seen an increase in residents using Artificial Intelligence (AI) to draft complaints to us. If you are using AI to do this, we want to make you aware of the risks, and what to look out for if using AI.

We want to hear about your complaint in your own words. This helps us to understand what happened and how it affected you. Using AI tools is ok, but be aware that AI can:

• make complaints difficult to follow or too long 
• include legal language or references that are incorrect
• delay how quickly we deal with your complaint 

Protecting your information

The information you provide to AI is used to train AI systems and may be processed outside of the UK. This could cause data privacy issues where your information is available to multiple individuals or agencies. We would recommend that you do not include your personal details in AI tools, such as:

• name
• addresses
• other information that could identify you

Only add your personal details when you submit your complaint through our online form.

Tips for using AI safely when writing a complaint

Focus on your experience, explain what happened and how it affected you

• stick to the facts and only include what actually happened
• do not ask AI to add laws or formal legal language
• make sure your complaint is accurate and reflects your own words.

Example prompts you can use

When drafting your complaint, do not include personal details. Use placeholders such as “the officer” or “my relative” instead.

You can try prompts like these:

Explain what happened

Help me organise what happened on [date]. These are the details: [add facts].

Set out what went wrong

Help me turn these issues into clear sentences. Focus on the facts only.

Write in plain English

Help me describe what happened clearly and simply, in my own words.

Explain the impact on you

Help me explain how this affected me, including my health, work or family.

Turn it into a complaint

Rewrite this as a clear and polite complaint. Do not add new information. Keep it professional but not too formal. Include what I would like to happen next.