Tenant complaints against letting agents in the UK have skyrocketed by nearly 50% over the past year, with research from Propoly revealing a sharp rise of 47.4% in grievances against the industry. This brings the total number of complaints to 4,220, up from just 2,863 in the previous year. The surge follows a 19.6% increase in 2023 and highlights growing tensions within the private rented sector.
The main culprits behind these complaints were poor service management, issues with holding deposits, and difficulties with rent payments. With over 14,288 letting agents operating across the UK, the mounting pressures on this industry are clear. The escalating number of complaints suggests that many tenants feel let down by their agents.
According to Sim Sekhon, chief executive of Propoly, the growing demands on letting agents are a major factor in the rise in complaints. As more responsibilities fall to these agents, it's becoming increasingly difficult for them to deliver a positive tenant experience. While the fact that over half of complaints (53%) were resolved early is encouraging, it also highlights the need for improvement.
Mr Sekhon attributed many complaints not to inadequate service or processes, but rather to time constraints on agents due to growing compliance and administrative workloads. He stressed that delivering a positive tenant experience is crucial for landlords to secure reliable rental income, reduce disputes, and avoid costly void periods.