Jennifer Ryans speaks on AI in complaint handling at HQN’s annual complaints conference
Ctrl AI’s ADR and Housing Sector Director spoke at HQN’s online conference about how landlords can use AI in complaint handling while keeping human judgement at the centre.
- Event
- HQN Annual Complaints Conference 2026
- Date
- 30 September 2026
- Where
- Online
Jennifer Ryans, ADR and Housing Sector Director at Ctrl AI, spoke on AI in complaint handling at HQN’s Annual Complaints Conference, held online on 30 September 2026.
Her 10:40 session started with where AI is already being used in complaints, by residents and by staff, and the risks when that use is ungoverned. She then turned to decision quality: using AI to make decisions more consistent and to flag vulnerability, with human judgement kept at the centre.
On remedies, Ryans covered how AI can test a proposed remedy against the landlord’s own policy and ombudsman guidance, with verification and an audit trail. The last part of the session dealt with practical adoption and where a landlord can start, including using AI to spot potential disrepair claims.
The conference took place two months before the second phase of Awaab’s Law on 30 November 2026, which brings a much wider range of hazards under legal deadlines. The statutory Complaint Handling Code, in force since April 2024, gives landlords 10 working days for a stage 1 response and 20 for stage 2.
Coverage and links
Continue the conversation
If you’re preparing your complaints team for Awaab’s Law Phase 2, these are the best places to start.
