Using AI to help write your complaint

Before using an AI tool, it may help to make a short list that includes: 

• What happened and when (if you cannot remember an exact date, it is fine to say ‘at the start of May’ for example) 
• What you were told would happen, if you’ve already spoken to us (use descriptions such as ‘my housing specialist’ rather than names) 
• What impact this has had on you and/or your household 
• Whether you and/or your household members have any health conditions or personal circumstances that we should consider  
• What you would like us to do to put things right 
• Whether there is anything we should do differently when communicating with you or investigating your complaint (such as providing information in a different format or needing an interpreter) 

You should also tell us about any relevant dates, reference numbers, photographs or other evidence you would like us to look at when sending your complaint to us.  

If there are different issues, list each one separately. This will help us to make sure that every part of your complaint is investigated. 

To help keep your personal information safe when using AI, it’s best not to include the following information.  

• Your full name 
• Your full address 
• Your bank or payment details 
• Your passwords or security information 
• Your tenancy or account number 
• Detailed medical records 
• Personal information about you, your household, neighbours, Onward employees, contractors or other people  

Once you’re ready to make your complaint, you can add personal information in before sending this to us. 

We have provided a template below that you can use when asking AI to help with writing your complaint. Simply copy the text below into your chosen AI tool and fill in the blank sections.  

As a reminder, please do not include any personal information when using AI.    

Help me write a complaint to my housing provider using the information below.  

Use plain English, make sure it is concise and easy to understand, keeping separate issues clearly identified. 

Only use the information I give to you, and do not change the meaning, exaggerate or add anything new. Avoid repetition and do not guess or add facts, dates, quotes, evidence, laws or policies.  

If anything is unclear or missing, ask me questions.  

What happened and roughly when: 
[Add your notes] 

Who I contacted and what I was told: 
[Use descriptions such as ‘my housing specialist’ rather than names] 

What I am unhappy about: 
[Explain what you believe went wrong] 

How it affected me or my household: 
[Only include details you are comfortable sharing with the AI tool] 

What I would like my housing provider to do: 
[Explain the outcome you want] 

Evidence I have: 
[List relevant documents, messages or photos without uploading personal information] 

Before sending your complaint to us, please remember to carry out the following checks. You can do this yourself or ask someone you trust to help you. 

• Is it true? 
• Is it based on what I experienced? 
• Are the names, dates and reference numbers correct? 
• Is it clear what I am complaining about? 
• Have I explained how it affected me and/or my household? 
• Have I said what I would like to happen? 
• Has the AI added anything I did not tell it? 
• Have I removed anything that is not relevant? 
• Have I included any documents or photographs I want Onward to consider? 
• Have I removed personal information about other people unless it is necessary? 
• Have I included anything Onward should do differently when communicating with me or investigating my complaint? 

If we think your enquiry meets the definition of a complaint as defined by the Housing Ombudsman’s Complaint Handling Code, or if you ask us to log your enquiry as a complaint, we will record this on our system. There are two stages to our complaint handling process as set out below.

Stage one

When you contact us, a member of our Customer Resolutions Team will get in touch within five working days. Once your complaint has been received, your Resolutions Specialist will send an acknowledgement.

Within two working days of sending the acknowledgement, your Resolutions Specialist will contact you to:

• discuss your complaint in more detail;
• ensure we fully understand the issues you have raised; and
• agree the next steps and how we will keep you updated.

Stage two

If you’re still unhappy after stage one, you can ask for a review by a Director. This is stage two of our complaints process.

We will investigate to understand why you remain unhappy and to identify what you would like to happen next to resolve your complaint. When you ask for a review, a Director or representative will:

• introduce themselves;
• explain the stage two complaints process;
• ask questions to help them understand the complaint;
• agree with you how we will update you on progress;
• and if we need more time, will let you know and agree when we will respond.

We will write to you within 20 working days to explain our understanding of your complaint, our findings and what we will do to make this right. We will only close the complaint when all actions are done. This is the final stage in our complaint handling process.

For further information, please visit our Complaint Resolutions Policy. An easy-read version is also available.

For more information and guidance regarding our remedies and financial redress, please visit our guide on compensation.

You can also view our self-assessment of the Housing Ombudsman’s Complaint Handling Code.