For many years, complaints within the property sector followed a familiar pattern. A tenancy dispute, a disagreement over a sale or concerns about communication would eventually find their way to an independent redress scheme after the parties had exhausted every other avenue.

Not so anymore.

Consumers’ greater access to information about their rights, housing reform reshaping expectations across the private rented sector and artificial intelligence (AI) are changing the landscape. It has never been easier for people to prepare lengthy and sophisticated property complaints. At the same time, property businesses are operating in an increasingly regulated environment where the consequences of getting things wrong have become more significant.

Taken together, these developments are creating a fundamental shift in dispute resolution.

Consumer awareness is positive

Of course, greater awareness of consumer rights is, in many respects, a positive development. Well informed consumers encourage higher standards across the industry and create stronger incentives for businesses to resolve issues before they escalate. The introduction of the Renters’ Rights Act represents another important step towards improving transparency and accountability across the housing sector.

More consumers are prepared to challenge decisions and better understand the routes available to them when complaints remain unresolved, and more are willing to pursue disputes through formal redress.

Complaints over the first six months of this year are already more than 50% higher than during the same period last year.”

Yet with greater awareness comes greater demand. Complaints to us here at the Property Ombudsman over the first six months of this year are already more than 50% higher than during the same period last year. We are busier than we have ever been and I do not expect complaint numbers to do anything other than continue rising.

Impact of AI

Then there’s the impact of AI.

We are increasingly seeing complaints that are professionally presented, supported by references to legislation and accompanied by extensive correspondence. Often these complaints raise entirely legitimate concerns, and AI has undoubtedly made it easier for some consumers to communicate issues that they may previously have struggled to explain.

However, technology can also introduce complexity. A complaint does not necessarily carry more weight just because it is four pages long rather than two. Legal language does not automatically make an argument correct.

AI can produce complaints that appear persuasive while overlooking important facts or misunderstanding the law. That places a greater responsibility on everyone involved in the complaints process to focus on evidence rather than presentation.

For property businesses, this changing environment reinforces the importance of strong record-keeping, clear communication and effective complaint-handling procedures.

Focus on fundamentals

Many disputes still arise not because of serious misconduct but because expectations have not been managed, communication has broken down or important decisions have not been properly documented. As complaints become more detailed and more sophisticated, those fundamentals become increasingly important.

AI cannot replace the experience required to arrive at balanced decisions.”

For independent redress schemes, the challenge is significant. Every complaint must still be assessed on its individual merits. Professional judgement, careful consideration of evidence and procedural fairness remain essential. Technology can assist administrative processes, and we are engaging with AI ourselves, but it cannot replace the experience required to weigh competing accounts, assess reasonableness and arrive at balanced decisions.

Meeting increasing demand is about more than simply processing greater numbers of complaints. It requires organisations to continue investing in skilled adjudicators, robust quality assurance, improved digital systems and processes that enable cases to be resolved fairly without compromising independence or consistency. As disputes become more complex, maintaining confidence in the integrity of the redress process becomes increasingly important, and expensive.

Fast resolution

Property businesses, consumer organisations and Ombudsman schemes all share the same objective. We want complaints to be resolved quickly, fairly and proportionately. We want businesses to learn from mistakes and improve standards but above all, we want consumers to have confidence that, when things do go wrong, there is an independent process capable of delivering fair outcomes.

By recognising how the landscape is changing and investing in the people, expertise and systems needed to respond effectively, everyone involved in the property sector can continue raising standards, strengthening confidence and ensuring that independent redress remains an essential part of a fair and trusted housing market.