Complaints against letting agents rose by almost 50% last year, with further increases expected with the introduction of the Renters’ Rights Act.

Analysis by tenant onboarding platform Propoly found that 4,220 complaints were made against agents in 2025, up from 2,863 in 2024 – a year-on-year increase of 47.4%. This follows a previous annual rise of 19.6%.

Common complaints

The most common complaints relate to poor service management, holding deposits and rent payments.

Despite the increase in complaint volumes, the research reveals that agents are becoming more effective at resolving disputes before they escalate.

Propoly found that 53% of complaints were resolved at an early stage in 2025, compared with 50% in 2024.

The rise in complaints reflects the growing demands being placed on letting agents as their responsibilities continue to expand.”

Sim Sekhon (pictured), the company’s Group Chief Executive, says: “The rise in complaints reflects the growing demands being placed on letting agents as their responsibilities continue to expand.

“While it is encouraging that more than half of complaints are resolved at an early stage, increasing complaint volumes highlight the mounting pressures facing the sector.

“The Renters’ Rights Act is likely to accelerate this trend, as tenants become more aware of their rights and more willing to challenge issues they encounter.

“In many cases, complaints are not the result of poor service or inadequate processes, but of agents having less time to devote to tenant experience as compliance and administrative workloads grow.

“Delivering a positive tenant experience remains critical, helping landlords secure reliable rental income, reduce disputes and minimise costly void periods.

“As the market adapts to the Renters’ Rights Act, streamlining areas such as tenant onboarding will be key to reducing administrative burdens, freeing agents to focus on service delivery and helping to lower the likelihood of complaints.”