Lettings complaints dominate work of The Property Ombudsman 

The Property Ombudsman (TPO) received a record 73,035 consumer contacts in 2024, marking a 27% increase from the previous year. Lettings and leasehold issues dominated complaints, with 13,516 enquiries about lettings and 7,823 specifically related to tenant concerns like repairs, deposits, and poor complaint handling.

In the lettings sector, £511,583 was awarded to consumers, with complaints split almost evenly between tenants (49%) and landlords (47%). Across both lettings and sales, compensation has risen 84% since 2015, reaching £1.49m in 2024, with 71% of formally investigated cases found in favor of consumers.

TPO resolved 4,980 cases through early resolution or formal investigation. Interim Property Ombudsman Lesley Horton highlighted growing demand for the service, particularly in private rented and leasehold sectors, as many consumers turn to TPO after prolonged unresolved issues. Horton emphasized TPO’s commitment to supporting property sector reforms, improving industry practices, and helping consumers navigate disputes.