Complaint enquiries rise 47% as Property Redress annual report shows faster resolutions and higher early settlements

Despite the rise in volumes, the average complaint rate per member has remained steady at just over 8%. This suggests that while consumer awareness and sector pressures are increasing, overall professional standards across member firms remain consistent.

Property Redress membership remained stable, with 19,051 members up from 18,799 in 2024. During 2025, 85 firms were expelled for non-compliance, equating to around 0.4% of the total membership.

Resolution times fall despite rising volumes
The report shows the average time taken to complete complaints reduced to 34 days, down from 39 days in 2024.

A continued focus on early engagement between complainants and members has also delivered measurable impact. In 2025:

• 53% of cases were resolved at the early resolution stage, up from 50% in 2024

• £273,310 was awarded through early settlements, a 40% increase on the previous year

• Total awards across all case stages reached £1,476,824

The total £1.47 million awarded in 2025 reflects financial redress across both early resolutions and formal decisions. While formal award totals decreased compared with the previous year, this largely reflects a greater proportion of disputes being resolved earlier in the process, reducing escalation and associated costs. Appeals remain rare, indicating confidence in the robustness of decisions.

The reduction in formal decisions reflects a greater proportion of cases being resolved before escalation, supported by direct communication and evidence gathering at an early stage.

Core complaint themes
The report confirms that the core complaint themes remain consistent across the sector.

Lettings complaints most commonly relate to: 

• Holding deposits

• Poor service and management

• Tenancy payments and rent collection

Sales disputes frequently involve: 

• Duty of care and misleading information

• Instructions, terms of business and commission disputes

• Marketing and advertising

Property management and leasehold complaints continue to centre on:

• Poor management service

• Maintenance

• Provision of relevant documentation

The findings reflect ongoing pressure in the rental market, heightened awareness of material information requirements in sales, and continued tensions within leasehold property management.

Market context and reform
The 2025 report places the data within a broader economic and legislative context. The year was shaped by economic underperformance, reform proposals affecting rental and leasehold sectors, and increased scrutiny of transparency and compliance.

While transactions in sales remained steady, frustrations linked to unpredictability in the market contributed to complaint growth. In lettings, communication remains central as rising rents and landlord exits continue to reshape local markets. Leasehold disputes remain among the most entrenched areas of complaint.

The report also draws on discussion from Property Redress’s advisory and member panels, which include representatives from agency, landlord, legal, compliance, Trading Standards and proptech sectors. In 2025, panels examined the impact of the Renters Rights Act, Leasehold and Freehold Reform proposals and wider statutory changes. While reform is expected to bring greater clarity, there was recognition that parts of the industry may not be fully prepared for implementation, increasing the risk of complaint where processes are not updated correctly.

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.

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.”

Property Redress’ annual report is designed as a practical resource for agents and landlords. Alongside complaint statistics and award data, it provides insight into emerging themes, operational risk areas and areas where clearer communication can prevent escalation.

With complaint volumes expected to continue rising as government reform continues to reshape professional obligations, the 2025 findings offer a benchmark for performance and a clear indication of where compliance focus will be essential in the year ahead.

The full Property Redress 2025 annual report is now available to read here.

For agents and landlords seeking structured support, education and guidance on complaint handling and compliance standards, further information on membership is available from Property Redress.