Complaints against letting agents in the UK increased by 47.4% in 2025, rising to 4,220 from 2,863 the previous year, according to analysis by tenant onboarding platform Propoly.
The sharp rise follows a 19.6% increase in complaints between 2023 and 2024, indicating an accelerating trend that may have implications for landlords and property management firms.
Complaint categories and resolution rates
The most frequently reported issues relate to service management, handling of holding deposits, and rent payment processing. Despite the volume increase, agents resolved 53% of complaints at an early stage in 2025, compared with 50% in 2024.
The data emerges as the sector faces ongoing concerns about landlord confidence in letting agents, with previous surveys indicating trust issues within the landlord-agent relationship.
Sim Sekhon, Group Chief Executive at Propoly, attributed the increase to expanding responsibilities placed on letting agents. “The rise in complaints reflects the growing demands being placed on letting agents as their responsibilities continue to expand,” Sekhon said.
He noted that the Renters’ Rights Act is likely to accelerate complaint volumes as tenants become more aware of their rights. “In many cases, complaints are not the result of poor service or inadequate processes, but of agents having less time to devote to tenant experience as compliance and administrative workloads grow,” Sekhon added.
Market implications
The rising complaint rate occurs as the property sector faces broader pressures, with property company insolvencies reaching decade highs and agents reassessing operational costs.
For landlords, the complaint trend highlights potential risks to rental income continuity and void periods. Sekhon emphasised that streamlining administrative processes, particularly tenant onboarding, will be necessary as agents adapt to new regulatory requirements.
The implementation of the Renters’ Rights Act is expected to further increase complaint volumes as legislative changes take effect across the rental sector.
