A clear response starts with understanding the concern and checking the records.
Property teams handle enquiries, complaints, maintenance information and records about residents and clients. AI could help organise that work, but a confident summary or draft does not establish that the facts or proposed action are right.
Two useful professional reference points are RICS’ responsible-AI standard and supporting case studies, and Propertymark’s advice on AI-generated complaints. Their status and scope differ.
The practical approach below connects those resources with decisions about evidence, responsibility and the people affected by the service.
01 / REQUIREMENTS AND GUIDANCE
Check which requirements apply
RICS / PROFESSIONAL STANDARD
Apply the relevant requirements
The standard took effect on 9 March 2026. It applies to members and RICS-regulated firms where AI use materially affects surveying services. Assess the actual service and use, rather than assuming every property business or task is covered.
PROPERTYMARK / PRACTICAL ADVICE
Support good judgement
Its complaints article recommends clear, evidence-based responses and trained professional decisions. It describes AI support for summaries and drafts while retaining human judgement. This article is practical advice, rather than a standalone AI standard.
Also identify the rules, client requirements and professional obligations relevant to the service and the UK nation in which it operates. A response about tenancy rights or statutory duties needs the correct jurisdiction and current position.
The recommendations below are Go Left’s practical application of these themes.
02 / COMPLAINTS AND COMMUNICATION
Keep complaints grounded in evidence
A polished letter can contain a valid concern, an incorrect claim or both. Investigate the substance of the complaint without assuming that its style tells you whether it is justified or how it was written.
An assistant could help break a long letter into issues and prepare a draft chronology from approved records. Keep the original correspondence available so the reviewer can check tone, context and omissions.
From a letter to an evidence-led response
Understand the concern
Identify each issue and preserve the resident’s meaning, including anything the summary may have missed.
Check the records
Build a dated account from relevant correspondence, instructions and service records. Identify gaps.
Authorise the response
A trained person decides the response, next action and any escalation under the applicable procedure.
The reviewed facts and the person’s actual concern should shape the response.
An illustrative support workflow. It does not replace the organisation’s complaints procedure, relevant redress arrangements or professional assessment.
Check dates, commitments and the status of any proposed remedy. Flag missing evidence and disputed accounts rather than smoothing them into a single confident narrative.
Give the reviewer authority to correct the draft, seek information and escalate the matter. Use clear language that explains what has been established and what will happen next.
03 / TENANT SCREENING
Assess tenant screening separately
RICS’ residential property case study highlights fairness, bias, data protection and the need for professional judgement when AI supports tenant screening.
Deciding who can access housing has different consequences from preparing a correspondence summary. Give it a separate assessment, including appropriate data protection and legal expertise.
- What information influences the output, and is its use appropriate?
- Can inaccurate information be identified and corrected?
- Could the method disadvantage people unfairly or overlook individual circumstances?
- Can the responsible person understand, challenge and explain the result?
A human review needs to be meaningful. The reviewer should have the information, competence and authority to reach a different conclusion.
04 / MAINTENANCE DECISIONS
Connect maintenance alerts to decisions
RICS’ commercial property case study discusses predictive maintenance and the importance of reliable data, professional judgement and continuing maintenance arrangements.
For a property manager, the practical questions include who receives an alert, who checks it and who can authorise a visit, instruction or expenditure.
Track false alerts and missed issues as well as response speed. Establish how urgent matters will be escalated and how the service continues if the system is unavailable.
For a closer look at the information foundations, see our facilities management article on IWFM’s guidance.
05 / INFORMATION CONTROLS
Protect property and resident records
Correspondence can contain personal information alongside confidential commercial details. Limit the material used to what the defined task needs and check that the chosen environment is approved for it.
Establish who can access the inputs and outputs, including across properties, clients and portfolios. Review storage, processing, retention, deletion and model-training arrangements for the actual service.
Follow the ICO’s AI and data protection resources where personal information is involved. Our data-handling guide sets out supplier questions in plain English.
Keep an appropriate record of the sources used, material corrections and approval. Decide how that record fits the organisation’s existing retention and complaints processes.
06 / A BOUNDED START
Start with a bounded information task
A controlled first test could prepare an internal chronology from a defined set of authorised correspondence. A reviewer would compare it with the original records before it informed any response.
Test missing messages, contradictory dates and issues that require escalation. Measure completeness, factual accuracy, review effort and time to a usable result.
Agree success and stop criteria before testing. Record limitations and assign an owner for the next decision. Extend the role only when the evidence and controls support it.
That is how we use BUILD™ to connect a practical improvement with clear responsibility and a service people can trust.