AI use at the Tenancy Tribunal a sign of a broken system

There have been a number of stories in the news recently in which property managers claimed they had seen an increase in renters using AI to support them at the Tenancy Tribunal. The stories framed this as a bad thing, complaining that renters are getting incorrect information and wasting property managers’ and the tribunals time.

Let’s be clear: renters using whatever tools they have to challenge their landlords is not the issue here.

It’s worth noting the renter in the article won at the Tribunal, they just got less money than they asked for. They had been wronged by their landlord, but rather than focus on the exploitation, the article suggested the renter was in the wrong, for relying on AI and as such, being slightly misinformed.

It’s good to see renters standing up for themselves. No one goes to the Tenancy Tribunal for fun or over small problems. The Tribunal is hard to navigate, costs money, and is typically a last resort for renters whose issues have gone unresolved for a long time.

What this story really shows is a clear need for renters to have access to services that help resolve tenancy issues, and that the Tribunal often isn’t working for them. AI and the Tenancy Tribunal are not the right tools for addressing many of the issues the renters face. The real issue the story ignored is that the system is set up in a way that leaves tenants under‑resourced and without the support they need to stand up for themselves.

In the current system, the vast majority of cases taken to the tribunal are landlords taking their tenants. Speak to anyone who has rented, and they’ll be able to tell you countless stories of times where their landlord had breached their rights, and yet they’ve had no way to seek recourse. The tribunal is too complex, intimidating, and inaccessible for many renters. It should not be the default or only mechanism for dispute resolution.

The fact that renters are using AI to understand their issues shows the tribunal process is complex and hard to navigate. Renters should be able to access easy and timely support to help them take problems to the tribunal. When the Tribunal is effectively the only mechanism renters have to seek redress, the lack of support creates real barriers to justice.

In our Plan to Fix Renting, released 8 years ago, Renters United called for Expanded Mediation Services and Increased support for Renter-led advocacy services.

Expanded mediation services would help renters resolve issues before they escalate to the level where they need to go to the tribunal, and before the stage where they’re looking to these inadequate tools to help them navigate the legal system.

Increased support for Renter-led advocacy services would mean renters can go and talk to people who have lived experience navigating these issues and the tribunal, and can provide genuine advice on their issues. The landlords and big property management companies have experience and lawyers on their side, renters need more than just AI.

If the renter in this article had had ready access to renter-led advocacy services and better mediation services, they would’ve been able to get advice that helped them come to a resolution outside of the tribunal system, and supported them to understand the scale of the compensation they could expect. This would’ve been faster and easier for everyone involved.

Rather than complain about tenants standing up for themselves, we need real solutions. Our Plan to Fix Renting will make the system work better for everyone, especially renters who need it the most.

Editors note:
If you or need help at the tenancy tribunal, there are knowledgeable and hard working community groups out there that can help you rather than relying on AI. Head to our help page to find out where you can get help.

About the author:

Quintin Jane

In: The Plan to Fix Renting, Uncategorized. Tags: opinion, tenancy tribunal
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