Despite there being a 47% increase in complaint enquiries across the residential property sector in the past year, resolution times have improved and early settlements have increased according to Property Redress.

In 2025 4,220 complaint enquiries were received, compared with 2,863 in 2024, representing a 77% rise since 2023. Despite the rise in volumes, the average complaint rate per member has remained steady at just over 8%, suggesting that while consumer awareness and sector pressures are increasing, overall professional standards across member firms remain consistent.

Sean Hooker, Head of Redress, Property Redress said: “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.”

The core complaint themes remain consistent across the sector with lettings complaints most commonly related to holding deposits, poor service and management, tenancy payments and rent collection, whilst sales disputes frequently involve duty of care and misleading information, instructions, terms of business and commission disputes, marketing and advertising with property management and leasehold complaints continue to centre on poor management service, maintenance and provision of relevant documentation.