In short
- AI complaint handling for letting agents means checking a tenant’s legal claims against the legislation itself, not against a language model’s memory of it.
- Good complaint handling software separates a complaint into issues and points so nothing gets a vague or partial answer.
- It should show which records decide each issue and leave every decision to the letting agent, not make the decision itself.
- Casebriar does this, then drafts the reply from the agent’s own decisions, priced from £13 a complaint with no charge per user.
On this page
- What’s changed about tenant complaints
- What is AI complaint handling for letting agents?
- What should complaint software for letting agents do?
- How does Casebriar handle an AI-generated complaint?
- Casebriar compared with a chatbot, and with doing it by hand
- What Casebriar doesn’t do
- Pricing
- Data and security
What’s changed about tenant complaints
The work of answering a complaint used to scale with how much effort the tenant put in. Not any more. General AI tools let anyone produce a long, structured complaint that names statutes, sets deadlines and asks for compensation, and some of what it says will be right while some won’t. The agent still has to separate every point, check each legal claim, find the records, decide and reply. For the background, see our guide to AI-generated tenant complaints. For a worked example of checking one claim against the law it cites, see checking legal claims in a tenant complaint.
What is AI complaint handling for letting agents?
AI complaint handling for letting agents is the use of software to read an incoming tenant complaint, split it into separate issues, check each legal claim it makes against the actual legislation, and prepare a reply for a person to check and send. It does not decide the outcome and it does not send anything itself; a letting agent or property manager approves every decision before it goes out.
In practice that usually means four things happening before anyone drafts a word: the complaint gets separated into distinct issues, each legal claim gets checked against the provision it names, the records that decide each issue get pulled together, and only then does a reply get written from the agent’s own decisions rather than from the tenant’s wording. A full walk-through of that process, for a complaint sitting in an inbox today, is in how to respond to a tenant complaint: a process for letting agents.
What should complaint software for letting agents do?
- Separate the complaint into issues and points, so nothing gets a vague answer.
- Check legal claims against the legislation itself, confirming the wording, that it applies in England and that it was in force on the date, rather than trusting a model’s memory. A claim about a repairing duty, for example, should be checked against section 11 of the Landlord and Tenant Act 1985 itself, not against what a chatbot recalls about it.
- Say when it can’t support a claim, instead of agreeing with it or inventing an answer.
- Tell you which records decide each issue, and help you read the documents you have. For what to gather before drafting a reply, see records to gather before you reply to a tenant complaint.
- Leave every decision with you.
- Handle the procedure: acknowledgement, working-day deadlines, and your redress scheme’s details in every reply.
- Write replies you can stand behind, from your decisions and your records, and in your agency’s style if you want.
- Treat complaint data as it deserves: access limited to your agency, retention you control, and processor terms that say so.
How does Casebriar handle an AI-generated complaint?
Forward a complaint to your agency’s Casebriar address, or paste it in. Within a few minutes you have a case:
1. HEATING AND HOT WATER
On 11 November 2025 I reported that the boiler had failed completely. Under the Landlord and Tenant Act 1985 you are legally required to complete emergency heating repairs within 24 hours, and in any event no later than 7 days for a total loss of heating.1
2. DAMP AND MOULD
Under the Homes (Fitness for Human Habitation) Act 2018 the landlord has an absolute duty to ensure the property is free from all category 1 and category 2 hazards at all times, which has plainly not been met.3
4. DEPOSIT
I believe my deposit has never been protected in an authorised scheme, and I am entitled to a penalty of three times the deposit automatically.5
6. FEES
In August 2024 I was charged £250 described as a “tenancy renewal administration fee” when my fixed term was renewed. I was also charged £45 for a “reference update”. I believe both charges are prohibited payments.7
7. RENT INCREASE
I understand that under the Renters’ Rights Act 2025 all rent increases now require six months’ notice and must be approved by a tribunal in advance, and that this increase is therefore invalid and unenforceable.6
What Casebriar found
- 1 Repairs & heating“Emergency repairs within 24 hours”Landlord and Tenant Act 1985, s.11: keep heating in repair. No fixed deadline found. Partial
- 3 Fitness for human habitation“An absolute duty to be free of all hazards”Landlord and Tenant Act 1985, s.9A: a duty to keep it fit, not free of every hazard. PartialNeeds evidence
- 5 Tenancy deposit“Three times the deposit, automatically”Housing Act 2004, s.214: a court orders one to three times, on the tenant’s application. PartialNeeds evidence
- 6 Rent increase“Six months’ notice, approved by a tribunal”Housing Act 1988, s.13: nothing found to support either. Not established
- 7 Fees & charges“Both charges are prohibited payments”Tenant Fees Act 2019, ss.1 and 2: professional review suggested. Escalate
Nothing is decided yet. You choose the outcome for each issue; the reply is drafted from your decisions.
- The complaint, marked up. The tenant’s words exactly as sent, each point underlined in the colour of its issue.
- The law, checked. Each legal claim checked against the provision on legislation.gov.uk and given a result, such as verified, partial, needs evidence or not established, with the section linked.
- The acknowledgement. Your acknowledge-by and respond-by dates in working days, from your own procedure, with the letter ready to send.
- The records. A checklist for each issue. Add the whole complaint file at once and Casebriar reads each document and suggests a note of what it shows, for you to check.
- Your decisions. Upheld, partly upheld, not upheld, need more information or escalate, for every issue. Leave out any legal point you disagree with.
- The reply. Drafted from your decisions and records, one part per issue, ending with your internal review step and redress scheme. If you’ve saved a few past replies, it uses your greeting, sign-off and tone. You edit it and send it from your own email.
Casebriar compared with a chatbot, and with doing it by hand
Both alternatives handle part of the job. Neither is built specifically for AI complaint handling in a lettings agency, which is why the comparison is worth making point by point rather than in general terms.
A general AI chatbot is good at writing. It isn’t built to check what a complaint claims about English housing law.
| General chatbot | Casebriar | |
|---|---|---|
| Where the law comes from | ~Its training data, which may be out of date or not English law | ✓The provision fetched from legislation.gov.uk and checked |
| A claim it can’t support | ×May agree with it, or invent a section | ✓Marked “not established”, never repeated as fact |
| Your decisions | ~Writes a reply straight away | ✓Waits for your decision on every issue |
| Records and deadlines | ×Not part of it | ✓Records per issue, working-day dates, your redress scheme |
| Tenant data | ~Depends on the product and its terms | ✓Only your agency sees it; erased on your schedule |
By hand, the work doesn’t disappear with Casebriar. You still read the complaint, check your file and make the call. What goes is the searching.
| Step | By hand | With Casebriar |
|---|---|---|
| Work out the issues | Re-read the email, list the points yourself | Separated for you, underlined by issue |
| Check legal claims | Search online, hope the source is current and English | Checked against legislation.gov.uk, section linked |
| Acknowledge | Find the template, count working days | Dates worked out, letter ready to send |
| Gather evidence | Go through everything on file | A checklist per issue; documents read for you to check |
| Write the reply | Start from a blank page or an old reply | Drafted from your decisions and notes |
| Escalation details | Copy them from somewhere | Added from your settings, exactly as you set them |
For the chatbot comparison in full, including when a chatbot is the right tool, see Casebriar vs ChatGPT.
What Casebriar doesn’t do
- It isn’t legal advice, and it doesn’t replace a solicitor where there’s real legal risk.
- England only. Complaints about homes in Wales, Scotland or Northern Ireland are flagged rather than analysed with the wrong law.
- It checks the topics most complaints raise: repairs and fitness for habitation, hazards, deposits, fees, rent increases, gas, electrical and alarm safety, harassment and eviction, access, landlord details and the Renters’ Rights Act. When a claim is outside those, it says it couldn’t verify it.
- It doesn’t decide, and it doesn’t send anything: you approve the reply and send it from your own email.
- It isn’t a property management system or a CRM. It does one job: the complaint.
Pricing
Pay as you go at £13 a complaint, with no subscription. The monthly plans, with every plan covering your whole team and a complaint counted once however many times you redraft it, are:
| Plan | Monthly price | Complaints included | Extra complaint |
|---|---|---|---|
| Essential | £39 | 5 a month | £11 |
| Professional | £79 | 15 a month | £9 |
| Business | £149 | 40 a month | £7 |
Enterprise pricing is available for multi-branch groups. See plans.
While Casebriar is in early access, a small number of agencies can have a free pilot place. Request one.
Data and security
Your agency is the controller of the complaint data and Casebriar Ltd is your processor. Only people in your agency can see a case, and Casebriar staff can’t open them. Complaint content is erased after your retention period, 90 days unless you set another, or straight away on request. Complaints are analysed through Anthropic’s commercial API, whose commercial terms don’t allow what you send to be used to train its models. Casebriar Ltd is registered with the Information Commissioner’s Office. Security and data in full.