AI Is Sending A Flood Of Paperwork Through British Bureaucracy

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Written complaints, Freedom of Information requests and employment tribunal claims have risen across several UK public services since ChatGPT launched in November 2022, according to a Sky News report published October 20. The report says AI tools have made it easier for people to prepare formal submissions, adding pressure to public bodies whose processes often depend on written paperwork; the figures show a broad pattern, but do not establish that AI caused every increase.

Sky News technology correspondent Rowland Manthorpe examined data across complaint and claims channels. The report lists increases since ChatGPT launched of 144% for household complaints about water companies, 78% for complaints to English local authorities, and 71% for written complaints to GP practices. It also reports rises of 64% for complaints to the Department for Work and Pensions (DWP) and 62% for individual employment tribunal claims.

Other reported increases include 49% for complaints about legal services, 35% for written complaints to the NHS, 34% for complaints about police forces and 23% for complaints about public services. These figures compare each channel with its own level around the time ChatGPT launched; they are not a single measure of AI-written paperwork. The report notes that each service has its own possible reasons for change, including difficult conditions for water companies.

Manthorpe also tested 100 recent FOI requests with an AI-text checker. It labelled 89% as fully AI-written and 9% as human-written; a smaller group of requests from 2019 was labelled entirely human. He cautioned that AI detectors are unreliable and said the test does not prove that AI caused the increase. Separately, a survey of civil servants cited by Sky News found 58% said AI-generated material from the public significantly affects their work.

Paperwork Meets Public-Service Capacity

The increase matters because many public services still require people to explain a problem, challenge a decision or request information in writing. AI can reduce the time and confidence needed to prepare those submissions. That may make existing rights easier to use, while also sending more material into teams that must review and respond to it.

The central policy question is whether public bodies treat rising volume mainly as unwanted traffic or as evidence that more people can now make claims. Sky News reports that the share of DWP complaints upheld has fallen from somewhere in the 50s to close to 40%. That is a lower proportion, but it does not by itself show that the added complaints are invalid: if the total number of complaints has grown substantially, the number upheld could still be higher. The report does not provide the totals needed to calculate that number.

Adding barriers could reduce workload, but might also discourage people with valid claims. The alternative raised in the report is to redesign processes so they rely less on open-ended essays. That could affect access to benefits, appeals and other services, as well as the capacity of staff to handle cases fairly and on time.

From ChatGPT to Automated Claims

The timing is striking but is not proof of cause. According to the report, FOI requests had changed little for more than a decade before the trend began rising after ChatGPT launched in November 2022. Similar shapes appeared across several channels, but each has separate pressures and the reported comparison does not isolate AI from other factors.

In May, the Information Commissioner’s Office issued guidance after public authorities reported higher volumes and more complex AI-generated FOI requests, some of which misquoted legislation or needed clarification. The ICO said AI-written requests remain valid, authorities do not need to determine whether AI was used, and they can ask for clarification if a request is unclear.

The report also cites researcher Chris Schmitz’s account of 84 possible cases of what he calls “agentic flooding” across 11 jurisdictions. These cases are described as possible examples, not a definitive count of proven AI-caused surges. The UK Housing Ombudsman’s complaints rose from about 2,600 in 2022 to just over 7,000 last year, while the US Consumer Financial Protection Bureau saw complaints grow fivefold, according to the material cited by Sky News.

“It’s like being bombarded with correspondence at speed.”

— Civil servants quoted in an academic survey cited by Sky News

Cause, Validity and Scale

The available figures do not establish how much of the growth was caused by AI. The AI-checker test covered 100 recent FOI requests, used a tool the report says is unreliable, and cannot show whether the same pattern holds across complaints, benefits appeals or tribunal claims. The comparison with 2019 was smaller, and the source material does not give its sample size.

Nor do the reported totals establish how many new submissions are valid, duplicated, misleading or unsuccessful. The DWP figure describes the proportion upheld, not the full number of upheld cases. The report presents evidence that many people may be using AI to pursue entitlements, but the precise share of justified claims across all channels remains unclear.

It is also uncertain how much the next phase will change the workload. Most current submissions are described as people using chatbots to draft text, while AI agents could potentially submit or pursue claims with less direct effort. The pace and scale of that shift are not established in the report.

Redesigning Forms and Claim Routes

The immediate test for public bodies is how they respond to higher volumes without invalidating legitimate requests. The ICO’s May guidance sets out how authorities can handle unclear AI-written FOI submissions: requests remain valid, and clarification can be sought when needed. The report does not identify a new nationwide policy or deadline for changing complaint and application systems.

Loosemore’s proposed direction is to replace essay-style processes with services based more on structured data. He warns that adding obstacles to submissions could lead to an ongoing contest with technology companies and exclude people who need to challenge a decision. The report argues that government choices about forms, evidence requirements and case handling will shape whether AI-assisted paperwork becomes manageable or further strains existing services.

For now, the figures show rising volumes across multiple channels, and civil servants report a significant effect on their work. Whether services will respond by restricting submissions or redesigning how people make claims remains an open question.

Key Questions

What is the main development?

A Sky News report says written complaints, FOI requests and tribunal claims have risen across UK public services since ChatGPT launched in November 2022. The figures show a pattern across channels, but do not prove AI caused every increase.

Which channels recorded the largest reported increases?

The report lists a 144% rise in household complaints about water companies, followed by a 78% rise in complaints to English local authorities and a 71% rise in written complaints to GP practices. Each figure compares a separate channel with its level around ChatGPT’s launch.

Does the report show that most new complaints are invalid?

No. The figures do not establish the validity of submissions overall. The report cites researcher Chris Schmitz’s view that most cases in his collection involved people claiming something they were entitled to claim, but that assessment does not determine the merits of every UK complaint.

Can public bodies reject a request because AI helped write it?

The Information Commissioner’s Office said in May that AI-written FOI requests remain valid. Authorities do not need to identify whether AI was used, but can ask for clarification when a request is unclear or badly formed.

What might change next?

The report raises the possibility of AI agents submitting or pursuing claims automatically, but the scale and timing are uncertain. Tom Loosemore advocates services based more on structured data and less on written essays; no nationwide redesign plan is specified in the source material.

Source: ThorstenMeyerAI.com