Complaints against letting agents surged by almost 50% last year with industry warnings that the introduction of the Renters’ Rights Act could drive further increases as tenants become more confident in challenging poor service.
New analysis from Propoly found that an estimated 4,220 complaints were made against letting agents in 2025, up 47.4% from 2,863 in 2024. The increase follows a previous annual rise of 19.6%, highlighting growing pressure on agents operating in an increasingly regulated sector.
The research estimates there are around 19,051 agency professionals working across the UK, with approximately three quarters involved in lettings, equating to around 14,288 letting agents nationwide.
According to Propoly, the most common complaints relate to service management issues, as well as disputes surrounding holding deposits and rent payments.
EARLY RESOLUTION
Despite the sharp rise in complaint volumes, there were signs of improvement in how disputes are being handled.
More than half (53%) of complaints were resolved at an early stage in 2025, compared with 50% the year before. In total, 2,237 complaints reached an early resolution, up from 1,432 in 2024.
The figures come as letting agents continue to adapt to the Renters’ Rights Act, which has increased tenant protections and is expected to place greater scrutiny on service standards across the private rented sector.
MOUNTING PRESSURES
Sim Sekhon (main picture, inset), Group CEO at Propoly, says: “The rise in complaints reflects the growing demands being placed on letting agents as their responsibilities continue to expand. While it is encouraging that more than half of complaints are resolved at an early stage, increasing complaint volumes highlight the mounting pressures facing the sector.
“The Renters’ Rights Act is likely to accelerate this trend, as tenants become more aware of their rights and more willing to challenge issues they encounter.
“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.”
POSITIVE EXPERIENCE
He adds: “Delivering a positive tenant experience remains critical, helping landlords secure reliable rental income, reduce disputes and minimise costly void periods.
“As the market adapts to the Renters’ Rights Act, streamlining areas such as tenant onboarding will be key to reducing administrative burdens, freeing agents to focus on service delivery and helping to lower the likelihood of complaints.”
