Property Redress has reported a 47% rise in complaint enquiries across the residential property sector in 2025 while cutting average resolution times and increasing the proportion of cases settled at an early stage.
The redress scheme received 4,220 complaint enquiries in 2025, up from 2,863 in 2024 – and representing a 77% increase since 2023. By December, accepted cases were running 41% higher than the previous year.
Despite the rise in volumes, the average complaint rate per member remained steady at just over 8%, suggesting consistent professional standards among firms.
Membership increased slightly to 19,051, up from 18,799 in 2024, with 85 firms expelled for non-compliance – around 0.4% of total membership.
RESOLUTION PERFORMANCE
The average time taken to complete complaints fell to 34 days, down from 39 days in 2024. Early settlements also increased, with 53% of cases resolved at the early resolution stage, up from 50% the previous year.
A total of £1,476,824 was awarded to consumers in 2025, including £273,310 secured through early settlements – a 40% increase year-on-year. While formal award totals reduced, this reflected a greater proportion of disputes being resolved before escalation.
COMPLAINT THEMES
In lettings, the most common issues related to holding deposits, poor service and management, and tenancy payments.
Sales complaints centred on duty of care, misleading information, terms of business and commission disputes, while property management and leasehold cases focused on service standards, maintenance and documentation.
COMMUNICATION IS CRITICAL
Sean Hooker (main picture, inset), Head of Redress at Property Redress, says: “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.”
The full Property Redress 2025 annual report is now available to read HERE.
