Editor's note: This brief was summarised by The Property AI Newsroom from a report by The Negotiator. Read the original article for full details.

Complaints Against Letting Agents Rise by 47% in 2025

Complaints against letting agents rose by 47.4% in 2025, according to analysis by tenant onboarding platform Propoly. The number of complaints increased from 2,863 in 2024 to 4,220 in 2025.

The most common issues reported were related to poor service management, holding deposits, and rent payments. Despite the increase in complaints, Propoly's research found that agents are resolving more disputes at an early stage, with 53% of complaints resolved early in 2025 compared to 50% in 2024.

The report notes that the rise in complaints follows a previous annual increase of 19.6%. The growing number of complaints is attributed to expanding responsibilities for letting agents. The introduction of the Renters' Rights Act is expected to lead to further increases in complaint volumes.

Propoly's analysis highlights the importance of effective dispute resolution and the need for letting agents to manage increasing administrative and compliance workloads. Streamlining processes such as tenant onboarding is identified as a key area for reducing administrative burdens and improving service delivery.