There’s been a significant rise in complaints about letting agents to The Property Ombudsman.
And TPO firmly states that this is because of the impending Renters Rights Act.
In the four months between November 2025 and February 2026, TPO received 58% more complaints than in the same period a year earlier.
The organisation puts the rise down to increased consumer awareness of tenant rights across the board.
Publishing its 2025 annual report, the Ombudsman reveals it has moved quickly to strengthen how it handles enquiries and disputes, including earlier professional judgement at triage, clearer evidence gathering and stronger quality assurance.
These measures meant it resolved 54% more cases in 2025 than in 2024, helping to reduce waiting times.
Lesley Horton, Chief Property Ombudsman, says: “The Renters Rights Act is changing how people think about renting and their ability to challenge poor practice.
“We are already seeing unprecedented demand, and we expect that to continue as the new rights begin to take effect.
“This act and other proposed changes to the private housing sector will raise awareness of rights and obligations among consumers, influencing both the volume and nature of disputes through 2026.”
The annual review shows the scale of demand across the year, with 23,987 calls and email enquiries received and 7,681 disputes resolved, including 4,552 resolved through early resolution.
The report also shows that for tenants the subject of housing disrepair, including damp and mould, is a common concern.
Poor communication remains the most common underlying reason for disputes with failures to provide clear information or respond promptly to concerns often causing disputes to escalate unnecessarily.
“Our role is to be transparent, trustworthy and fair” adds Horton.
“We look at each case on the evidence, we explain our decisions clearly, and we work to resolve disputes in a proportionate way that supports consumers and good agents alike.
“For both consumers and agents, we are here to help. If you’ve dealt with an agent, and feel they have provided a poor service, our website includes lots of information that help you decide whether to raise a complaint, and what to do if you decide to. For agents who are our members, we provide advice and guidance at no extra cost.”
The annual review highlights The Property Ombudsman’s growing reach across the sector, with more than 19,000 offices and branches registered, including 82 of the top 100 agents.
You can read the annual report in full here:https://www.tpos.co.uk/about-us/reports/
