There’s been a massive rise in complaint enquiries to one of the official agent redress services.
Property Redress has published its 2025 annual report, revealing a 47% increase in complaint enquiries across the residential sector over the past year.
The data shows 4,220 complaint enquiries were received in 2025 compared with 2,863 in 2024, representing a 77% rise since 2023.
By December, accepted cases were up by 41% compared with the previous year.
Most letting complaints related to holding deposits; poor service and management; and tenancy payments and rent collection.
Most property management and leasehold complaints centred on poor management service; maintenance; and the provision (or otherwise) of relevant documentation.
Property Redress says: “The findings reflect ongoing pressure in the rental market, heightened awareness of material information requirements in sales, and continued tensions within leasehold property management.”
On the sales side, disputes frequently involved duty of care and misleading information; instructions, terms of business and commission; and marketing and advertising.
The 2025 report places the data within a broader economic and legislative context.
The year was shaped by economic underperformance, reform proposals affecting rental and leasehold sectors, and increased scrutiny of transparency and compliance.
While transactions in sales remained steady, frustrations linked to unpredictability in the market contributed to complaint growth. In lettings, communication remains central as rising rents and landlord exits continue to reshape local markets.
Leasehold disputes remain among the most entrenched areas of complaint, says the service.
Property Redress membership remained stable, with 19,051 members up from 18,799 in 2024.
During 2025, 85 firms were expelled for non-compliance, equivalent to around 0.4% of the total membership.
The report shows the average time taken to complete complaints reduced to 34 days, down from 39 days in 2024.
A continued focus on early engagement between complainants and members has also delivered measurable impact. In 2025 – some 53% of cases were resolved at the early resolution stage, up from 50% in 2024.
Total awards across all case stages reached £1,476,824
Sean Hooker, Head of Redress, says: “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.”
This article is taken from Landlord Today