Demand for the free redress service provided by The Property Ombudsman (TPO) increased 27% in 2024 compared to the previous year, it has been revealed.

A record total of 73,035 consumers made contact with TPO seeking support with property or sector-related issues in residential sales and lettings, resulting in almost £1.5 million being awarded in their favour. This accounts for 71% of cases formally investigated.

Residential lettings was the most common sector for enquiries, with 13,516 consumers contacting TPO about issues such as repairs, deposits and poor complaint handling. Although the £500,000 awarded was almost evenly split between renters and landlords, the total is 84% higher than in 2015.

In residential sales, there was a high level of enquiries and disputes relating to seller issues with a total of £797,031 being awarded in sales cases, the average award being £561.

More to come

With consumer awareness of incoming legislative changes, such as the Renters’ Rights Bill and leasehold reforms, as well as uncertain market conditions and the end of the Stamp Duty holiday,  demand for the service is expected to grow.

Interim Property Ombudsman, Lesley Horton, says: “We are continuing to see increased demand for our service, especially in the private rented and leasehold sectors.

“Renters and leaseholders have often had problems for months, sometimes years, and access our service when previous attempts to resolve issues have failed. We see this reflected in the complexity of our casework, which is at historic highs.

“There is going to be continued change in the property sector, and we will work to support the success of any reforms, improve best practice in the sector and most importantly, help consumers to navigate and resolve their disputes.”

The Property Ombudsman scheme is the largest Government-approved redress scheme for the private property sector with 19,495 offices and branches across the UK.

Read case studies of TPOS rulings.