There was a 47% increase in complaint enquiries across the residential property sector in the past year, dispute organisation Property Redress has found.
Some 4,220 enquiries were received in 2025 compared with 2,863 in 2024, a 77% rise since 2023.
Lettings complaints most commonly relate to: holding deposits; poor service and management; and tenancy payments and rent collection.
Some £1.47 million was awarded in 2025, reflecting financial redress across both early resolutions and formal decisions.
Sean Hooker, head of redress at Property Redress, said: “The residential property sector is operating in a challenging and evolving environment. Economic pressures, reform and increased consumer awareness are all contributing to greater scrutiny.
“What the 2025 data shows is that although complaint volumes are rising, professional standards among our members remain resilient. Resolution times have improved and early settlements have increased, which reflects constructive engagement from both agents and consumers.
“Communication remains critical. Where agents are transparent, proactive and responsive at an early stage, disputes are far more likely to be resolved quickly and proportionately.
“As further reform takes effect, maintaining clear processes, accurate documentation and open dialogue will be essential for the sector.”
Sales disputes frequently involve: duty of care and misleading information; instructions, terms of business and commission disputes; and marketing and advertising.
Meanwhile property management and leasehold complaints continue to centre on: poor management service; maintenance; and provision of relevant documentation.
The average time taken to complete complaints reduced to 34 days, down from 39 days in 2024.
