Helpful advice, if you're thinking of using AI when you write to us.
AI tools can help you write emails, letters and complaints, but it's important you understand the benefits and risks before choosing to use AI to contact us.
Making a complaint
It's best to describe the situation in your own words. This will help us to understand what happened and how it affected you.
Tips for writing your complaint
- Explain what actually happened.
- Stick to the facts.
- Avoid any legal language or references from AI.
- Read through your complaint and check it before sending it.
Things to be aware of
AI is not always accurate and can:
- Add information that is incorrect or false.
- Make your complaint long and complicated.
- Include legal terminology that isn't relevant to your case.
This could delay us in dealing with your complaint, as we may need to contact you for further clarification.
Protect your personal information
Avoid entering any personal or sensitive information into an AI tool. It's always best to check how the AI provider will store, share and use your data. Many AI tools are provided by third-party organisations and are not controlled by the council.
If you choose to use AI to write a complaint
Contacting councillors
If you need to write to your local councillor, AI can often make things longer and more complicated than it needs to.
It's best to:
- Keep your message short and to the point.
- Write it in your own words.
- Only include the facts and specific details, such as dates, times and locations.
- Include your contact details.
Making FOI requests
Similarly, if you are going to make an FOI request using AI, it's advised to:
- only ask for the information you actually need.
- keep your request clear and focused. This will make it easier for us to process and handle your request quickly and accurately.