A new analysis of complaints against lettings agencies suggests that the volume is likely to rise thanks to the Renters Rights Act.
Propoly’s analysis suggests there are some 14,288 letting agents nationwide.
Tenant complaints data show that an estimated 4,220 complaints were made against agents in 2025, up from 2,863 in 2024.
This represents an annual increase of 47.4%, following a previous year-on-year rise of 19.6%.
The most common complaints against letting agents relate to alleged poor service management, as well as issues surrounding holding deposits and rent payments.
However, despite the significant increase in complaint volumes, there are signs of improvement when it comes to dispute resolution.
Propoly’s analysis found that 53% of complaints were resolved at an early stage in 2025, up from 50% the previous year.
In real terms, this meant that 2,237 complaints reached an early resolution, compared with 1,432 in 2024.
Propoly believes the introduction of the Renters Rights Act is likely to place even greater pressure on letting agents in the years ahead, with tenants expected to feel increasingly confident in raising concerns and challenging perceived shortcomings in service standards.
Propoly chief executive Sim Sekhon says: “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.
“… 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.”
Agents warned that Renters Rights Act will create more tenant…
