artificial intelligence (AI)
Councils are currently grappling with a surge in AI-generated complaints while also exploring artificial intelligence for service improvements and developing governance frameworks.
Barnet Council and Merton Council reported a significant increase in complaints during the 2025/26 financial year, partly attributed to artificial intelligence (AI) generating more complex submissions, according to reports in September 2026. Lewisham Council is set to use AI to improve handling of resident complaints and inquiries, as discussed in September 2026. Kingston upon Thames Council also noted a rise in AI-generated complaints complicating code of conduct enforcement in July 2026.
Hammersmith and Fulham Council is deploying AI technology across its CCTV network to detect knives and aggressive behaviour, as reported in July 2026. Kingston Council reviewed its AI adoption strategy in September 2026, focusing on efficiency tools and developing governance frameworks. Harrow Council is piloting AI in internal audit for enhanced data analysis, approved in April 2026, while Greenwich Council is exploring AI for social care notes and meeting minutes, as discussed in March 2026.
Havering Council's Overview & Scrutiny Board is scheduled to discuss the potential use of artificial intelligence in September 2026. Artificial intelligence, the simulation of human intelligence processes by machines, is being considered by councils for various applications, from enhancing service delivery to managing internal operations. Richmond upon Thames Council debated its AI policy and environmental impact in January 2026.
Key facts
- Barnet Council's corporate complaints rose by 47% to 4,131 in 2025/26, partly due to AI-generated submissions. Source
- Merton Council reported a 39% surge in formal complaints to 1,450 in 2025/26, with AI cited as a factor. Source 1 Source 2
- Lewisham Council is set to use AI to enhance its handling of resident complaints and inquiries. Source
- Kingston Council's Audit, Governance and Standards Committee reviewed its AI adoption strategy in September 2026. Source
- Hammersmith and Fulham Council is deploying AI technology across its CCTV network to detect knives and aggressive behaviour. Source 1 Source 2
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.