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For letting agents and property managers in England

AI made it easier to write a complaint. We built the other side.

Casebriar separates a tenant’s complaint into its issues, checks each legal claim against the legislation itself and lists the records you need. You decide each point. It drafts the reply.

1 month of Essential, free

5 complaints over 30 days. No card needed. Nothing charged automatically.

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The sample opens a real case in Casebriar. No sign-up needed.

  • Checked against legislation.gov.uk
  • You make every decision
  • England only
  • Data processing terms available

A genuine grievance can now become a long, formal complaint in seconds, complete with statutes, deadlines and a compensation figure. Some of it will be right. Some of it won’t.

Someone still has to answer it properly: work out what’s being claimed, check which law stands up, find the records, decide each point and reply. Casebriar is built for that side.

Read the guide to AI-written tenant complaints

See it in under a minute

One complaint, start to finish. No sound.

Read it as text
  1. The complaintA tenant asked an AI tool to write their complaint: four legal claims, and a reply demanded within 7 days.
  2. The lawCasebriar checks each claim against legislation.gov.uk. The repair duty is verified, the 50% rent reduction is not established, fitness for habitation needs evidence, and three times the deposit is partial: a court can order it, but it isn’t automatic.
  3. Your policiesIt checks your own repairs policy against your records: emergency repairs within 3 working days. Nothing records the repair as done, so the commitment wasn’t met.
  4. Your decisionsYou decide every issue: the heating upheld, the damp needing more information, the deposit not upheld. Nothing is drafted until you have.
  5. The replyThe reply is drafted from your decisions and records, in your own greeting, sign-off and tone if you’ve saved a few past replies. You approve it and send it from your usual email.

What Casebriar does

It does the slow parts. You keep the judgement.

Most of the time a complaint takes goes on working out what’s claimed, whether the law says so and what your files show. That’s the work Casebriar takes on.

01 · The lawKnow what actually stands up.

For each legal claim, Casebriar checks the provision’s text from legislation.gov.uk: that the words are there, that it applies in England and that it was in force at the time. It fetches a provision again once its copy is more than a week old, and shows the date the text was fetched. Each claim comes back with a result: verified, partial, needs evidence, not established. If a claim is outside the topics it covers, it says it couldn’t verify it rather than guess. Where the law’s status needs a judgement, such as a provision repealed only for some purposes, the citation says what Casebriar did and what you should check.

“Not established” never means the tenant is wrong. It means don’t repeat the claim back as fact.

Legal claims checkedResult

There’s a 30 day requirement for thisHousing Act 2004, s.213Verified
A penalty of three times the deposit, automaticallyHousing Act 2004, s.214: only on application to a courtPartial
All rent increases now require six months’ noticeHousing Act 1988, s.13: nothing found to support itNot established

02 · The recordsKnow what you’re missing.

Each issue comes with the records that decide it: the repair log, engineer visits, the gas safety record, the deposit certificate. Add the complaint file in one go and Casebriar reads each document, suggests a note of what it shows, and tells you what’s still to find.

Repairs & heating · records1 still to find

Date the fault was reportedFrom the complaint file: repair log, 4 January
Engineer visitsFrom the complaint file: attended 21 January, part ordered
Date the part was fittedStill to find

03 · The decisionKeep the decision human.

You choose the outcome for each issue: upheld, partly upheld, not upheld, need more information or escalate. Only then is the reply drafted, from your decisions and your records, with your redress scheme’s details exactly as you set them.

If you like, save two or three past replies and drafts follow your greeting, sign-off and tone. It’s optional.

Repairs & heating · your decision

UpheldPartly upheldNot upheldNeed more informationEscalate
Heating and hot water. We accept the repair took too long, and we’re sorry. The new part was fitted on 21 January.

Why not paste it into ChatGPT?

A chatbot will write a confident reply. It may also agree with a claim that isn’t in any legislation, or cite a section that doesn’t say what it claims.

Casebriar checks the provision itself before anything is written, waits for your decision on every issue, and keeps the case inside your agency. Casebriar vs ChatGPT

Data protection

Complaint data should stay complaint data.

Complaints are full of names, addresses and health details. Casebriar is built so they go no further than they need to. How we handle data

Only your agency sees a case

Team members see the cases assigned to them or that they created; managers see the agency’s. Casebriar’s own admin account is blocked from opening them.

Erased on schedule

Complaint text, notes and files are erased after your retention period (90 days unless agreed otherwise), or straight away.

Not used to train AI

Analysis runs through Anthropic’s commercial API. Under its terms, what you send isn’t used to train its models.

Your data protection

Contact us for our data protection registration details. We act as your processor under our data processing terms.

Pricing

Start with a single complaint.

£13per complaint

Pay as you go, with no subscription. When complaints arrive every week, monthly plans start at £39 for five.

  • Your whole team is included. No charge per user.
  • A complaint counts once; redrafts use your agency’s processing allowance.
  • Cancel a monthly plan whenever you like.
See plans and pricing

1 month of Essential, free: 5 complaints over 30 days. No card needed, nothing charged automatically. Start your free month

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1 month of Essential, free: 5 complaints over 30 days. No card needed, nothing charged automatically. Start your free month.

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