Wiltshire Council is exploring the use AI tools to respond to a dramatic jump in the number of complaints.
The authority received 783 formal complaints in 2025-26, up 27% on the previous year and more than double the total four years ago. Its complaints team also handled 2,384 service requests, a 40% rise.
In its Annual Complaints Performance and Service Improvement Report, the council said more residents were using AI to draft complaints, which are often significantly longer and can contain factual errors, misunderstandings of council responsibilities or incorrect legal references. That can make it harder to identify the core issue.
The council said AI was helping with administration so officers can focus on investigation and resolution, and it will develop guidance on responsible use in 2026-27, with human judgement remaining central.
Nationally, complaints received by the Local Government and Social Care Ombudsman rose 33%, compared with a 32% rise for Wiltshire.
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