Estate agency customers are using AI tools to generate detailed 'legal-sounding' grievances that are time consuming to deal with says Propertymark.
15th Dec 20250 625 1 minute read David Callaghan
Many estate agencies are facing ‘super complaints’ from customers lodged using sophisticated AI tools, Propertymark has warned.
The trade body says members are experiencing a “growing phenomenon” of AI-generated detailed ‘legal-sounding’ grievances.
And smaller agencies in particular are feeling the strain of having to deal with letters and emails that are time-consuming.
New pressures“While many complaints are reasonable and well-intentioned, the speed and volume made possible by AI are creating new pressures for property agents, especially smaller firms with limited staff capacity,” Propertymark says.
“We are already seeing more templated emails, more technical language, and a greater willingness from consumers to escalate issues quickly.”
More assertivePropertymark warns that many complaints “now arrive more polished, more assertive, and sometimes based on incorrect assumptions produced by an AI tool”.
This issue sits against a wider backdrop of rising consumer expectations and increased scrutiny across the property sector, it says.
All agents in England and Wales must sign up to either The Property Ombudsman or the Property Redress Scheme, both of which have reported significant increases in complaint volumes in recent years.
Propertymark says it is working to ensure members are supported through clear guidance, professional standards, and a strong voice with policymakers.
Hot topicThe use of AI by estate agents is a hot topic in the industry, with much debate about the best way to use it.
And Rightmove revealed recently it intends to make a major investment in AI, as it is unclear how it will interact with the property portals or whether it will even replace them.
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TagsAI artificial intelligence 15th Dec 20250 625 1 minute read David Callaghan Share Facebook X LinkedIn Share via Email
