The UK's private rental sector has been hit with a 47.4% surge in complaints against letting agents, reaching 4,220 grievances in 2025, according to figures from tenant onboarding platform Propoly. This sharp increase follows a 19.6% rise the year before, indicating a worrying trend for tenants and agents alike.
At the heart of these complaints are issues with service management, handling of holding deposits, and processing rent payments – all key areas that impact the quality of life for renters. While letting agents have improved their early resolution rates to 53%, a slight increase from 2024's 50%, the rising tide of complaints suggests deeper problems.
Sim Sekhon, Propoly's Group Chief Executive, believes the escalating pressures on letting agents are largely responsible for the complaint surge. With an increasing workload due to compliance and administrative demands, agents have less time to focus on providing a good tenant experience.
The property sector is under strain, with property company insolvencies at decade highs. This could signal risks to rental income and increased void periods for landlords – highlighting the need for efficient property management in these challenging times.
As the government's Renters' Rights Act nears implementation, industry experts warn of an initial surge in complaints as tenants assert their new rights and agents adapt to changing regulatory demands. To navigate this new landscape, agents must streamline administrative processes, particularly tenant onboarding, to stay ahead.