If there is one thing that consistently emerges from grievance cases regarding the property sector, it is that most disputes are not caused by serious wrongdoing. Often they start with something very simple, like a misunderstanding, a lack of communication, or expectations that were never clearly set in the first place.
That’s the complaint data in our latest Aannual RePort is interesting, not just for the headline numbers, but what those numbers tell us about how the industry is changing and how agents might respond.
In 2025, complaint inquiries increased by 47%, and that headline should naturally cause concern. However, the broader picture was more convincing than it first appeared.
Despite the increase in volume, the average complaint rate per member remained largely unchanged at just over 8%. Also, the average time taken to resolve a case reduced from 39 days to 34 days and more than half of the disputes were resolved at an early stage.
so while more consumer As concerns grew over the past year, we saw more issues resolved quickly and proportionately. This shows that agents were already engaging with complaints and were willing to resolve problems before they escalated.
Why Complaints increased last year
The residential property market affects almost everyone in the country in some way or the other. Whether one is buying, selling, renting or managing a home, expectations are high because the stakes are High, so When something goes wrong it is felt very personally.
However, complaints are not always a sign that standards are deteriorating. Often, They reflect a market where expectations, regulation and market realities are all evolving at the same time.2025 was a prime example, shaped by economic uncertainty and the anticipation of significant legislative reform.
For letting agents, rising rents, landlord exits and uncertainty about future regulatory requirements created additional pressure. For sales agents, transaction levels remained stable rather than strong and the market remained unpredictable (Even more so in recent weeks) There can inevitably be disappointments when deals fall through or expectations are not met.
Add to this the increased awareness of consumer rights, closer scrutiny about material information, and the ongoing debate about conditional sales, and it becomes easy to understand why more controversies emerged.
Why are most complaints preventable?
After reviewing thousands of cases each year, some patterns become very clear and, as I often say, most complaints are preventable.
Most of the conflicts we see are not caused by intentional wrongdoing. Most often they arise from something more directSuch as A breakdown in communication, unclear expectations, or a process that is not properly explained.
This could be a tenant who doesn’t fully understand how a holding deposit works, a buyer who feels they haven’t been fully informed about an aspect of the property they’ve purchased, or a leaseholder frustrated with maintenance costs that were never clearly set out in the beginning.
These situations rarely start out as major disputes, but they escalate when communication fails or when people feel they are not being heard. That’s why the most effective agents focus on clear explanations, documented processes, and regular updates.
why eearly engagement Resolves disputes quickly
One of the most encouraging trends in our report was the continued success of early solutions. mMore than half of the complaints we handled last year were resolved before a formal decision was reached. This is not because the complaints were less serious, but because when both parties engaged quickly and constructively, Many disputes can be resolved through discussion rather than adjudication.
This is a lesson for agents To Deal with issues as quickly as possible. When a complaint comes for the first time, It may be tempting to become defensive or hope the situation will resolve itself, but those early moments are often when problems are easiest to fix.
The most difficult cases remain those of tenancy.
If there is one area where disputes are particularly entangled, it is leasehold property management. These cases often involve complex issues relating to building safety, service charges or maintenance responsibilities and often involve multiple stakeholders with competing interests.
We know leasehold reform is on the horizon, but anyone expecting a quick or simple solution may be disappointed. This is likely to remain a challenging area for some time yet, and management agents will need to carefully navigate an evolving regulatory landscape.
How Sector is adjusting
Property professionals are working in an environment where regulation, consumer expectations and market conditions are all changing at the same time.
This does not mean that the area is in declinebThis means that professionalism and transparency matter more than ever. Clear processes, strong communication and strong compliance lead to complaints, Which are indispensable for even the most diligent agents, Much easier to manage.
A final observation from working in prevention for many years is that technology, while helpful, does not replace the value of human interaction. When complaints are dealt with by people who listen, explain and actually try to find solutions, outcomes improve dramatically.
Ultimately, most people just want to feel that they have been treated fairly and that someone has taken the time to listen and understand their situation.
What should agents focus on next?
A closer look at the cases also reveals where most complaints come from.
In the case of rentals, disputes often involve the keeping of deposits, rental management or service expectations. In sales, we regularly see complaints involving misunderstandings about material information, communication during a transaction, and terms of trade. Leasehold property management remains one of the most complex areas, often involving maintenance responsibilities, service charges and multiple stakeholders.
in conclusionThe cases we handled last year highlight many practical lessons for agents and property managers To carry forward this year:
– Set expectations clearly at the beginning of the transaction or tenancy
– Explain all the procedures carefully whether it is related to deposits, fees or deadlines
– Provide regular updates so customers understand what’s happening and why
– Document all conversations and decisions so there is a clear record
– Respond immediately when any concerns are raisedEven though the complete answer is not available yet
– resolve issues quickly To prevent unnecessary growth
– Follow your internal complaints procedure properly and within the required timescales
– Remain professional and constructive even when the discussion is difficult
None of these steps are complicated, but implementing them consistently can prevent many disputes from escalating.
Shaun Hooker, Head of Redress, Property Redress.