Complaints against letting agents rose by almost 50% last year, according to new research from Propoly, which warns that further increases could follow as renters gain stronger rights and become more willing to challenge poor service.

The analysis estimates that 4,220 complaints were made against agents in 2025, up from 2,863 the previous year, representing an annual increase of 47.4%. This follows a 19.6% rise in complaints recorded between 2023 and 2024.

Propoly estimates that around 14,300 of the UK’s 19,000 agency professionals work in lettings, with the most common complaints relating to service management issues, holding deposits and rent payments.

Despite the increase in complaint volumes, the research suggests agents are resolving more disputes at an earlier stage. Some 53% of complaints were settled before escalating further in 2025, compared with 50% in 2024. In total, around 2,237 complaints reached an early resolution last year, up from 1,432 the year before.

Propoly said the introduction of the Renters’ Rights Act could lead to further scrutiny of letting agents, as tenants become more aware of their rights and more likely to raise concerns about service standards.

Sim Sekhon, Group CEO at Propoly, commented: “The rise in complaints reflects the growing demands being placed on letting agents as their responsibilities continue to expand. While it is encouraging that more than half of complaints are resolved at an early stage, increasing complaint volumes highlight the mounting pressures facing the sector.

“The Renters’ Rights Act is likely to accelerate this trend, as tenants become more aware of their rights and more willing to challenge issues they encounter. In many cases, complaints are not the result of poor service or inadequate processes, but of agents having less time to devote to tenant experience as compliance and administrative workloads grow.”