AI use

AI helps us read enquiries quickly and prepare an initial draft of guidance for a person on our team to review. It can help summarise long messages, tidy a voice transcript, and surface relevant prior notes from your project so the human reviewer starts with context.

AI does not make decisions about you that have a legal or similarly significant effect. A person reviews every submission before any reply is sent. AI is not used to assess your suitability, to set pricing, or to make recommendations to you that have not been checked by a person.

We send the minimum needed for the task. That typically means the text of your enquiry and, where you have provided one, the voice transcript of your message. We do not send your name, contact details, or property address to AI services unless we genuinely need to for the task at hand.

You can ask us to handle your enquiry without using AI. Tell us in your enquiry, or write to us afterwards, and we will route it to a person from the outset. Choosing this option will not affect the quality of your response.

This statement was last reviewed on the date shown at the top of the page. As our use of AI changes, we will update this page.