Leasehold disputes remain among the most entrenched areas of complaint, according to Property Redress, which reports ongoing pressure in the rental market, heightened awareness of material information requirements in sales, and continued tensions within leasehold property management.

Its annual report also shows that lettings complaints in 2025 mainly related to holding deposits, poor service and management along with tenancy payments and rent collection in a year that was shaped by economic underperformance, reform proposals affecting rental and leasehold sectors, and increased scrutiny of transparency and compliance.

Property Redress reveals a 47% increase in complaint enquiries across the residential property sector in the past year, while resolution times have improved and early settlements have increased.

The data shows 4,220 complaint enquiries were received compared with 2,863 in 2024 - a 77% rise since 2023. By December, accepted cases were up by 41% compared with the previous year.

Volumes

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

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 made an impact; in 2025, 53% of cases were resolved at the early resolution stage, up from 50% in 2024, while £273,310 was awarded through early settlements, a 40% increase on the previous year.

Formal

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, according to head of redress Sean Hooker.

“Although complaint volumes are rising, professional standards among our members remain resilient,” says Hooker. “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.”

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