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

Complaints Against Letting Agents Rise by 47% in 2025

Complaints against letting agents rose by almost 50% last year, according to new research from Propoly. The analysis estimates that 4,220 complaints were made against agents in 2025, up from 2,863 the previous year, representing an annual increase of 47.4%.

Propoly's research also notes that this follows a 19.6% rise in complaints recorded between 2023 and 2024. The most common complaints related to service management issues, holding deposits, and rent payments.

Propoly estimates that around 14,300 of the UK's 19,000 agency professionals work in lettings. Despite the increase in complaint volumes, the research suggests agents are resolving more disputes at an earlier stage. In 2025, 53% of complaints were settled before escalating further, compared with 50% in 2024. This equates to around 2,237 complaints reaching an early resolution last year, up from 1,432 the year before.

The research also highlights that the introduction of the Renters’ Rights Act could lead to further scrutiny of letting agents, as tenants become more aware of their rights and more likely to raise concerns about service standards.