If there is one thing complaint cases consistently reveal about the property sector, it is that most disputes are not caused by serious wrongdoing. More often they begin with something far simpler, such as a misunderstanding, a lack of communication, or expectations that were never clearly set in the first place.

That is why the complaint data in our latest annual report is interesting, not just for the headline numbers, but for what those numbers tell us about how the industry is changing and how agents can respond.

In 2025, complaint enquiries increased by 47%, and that headline could understandably cause concern. However, the wider picture was more reassuring than it might first appear.

Despite the increase in volume, the average complaint rate per member remained broadly unchanged at just over 8%. At the same time, the average time taken to resolve a case fell from 39 days to 34 days, and more than half of disputes were resolved at an early stage.

So while more consumers raised concerns last year, we also saw more issues being resolved quickly and proportionately. That suggested agents were engaging earlier with complaints and were increasingly willing to address problems before they escalated.

Why complaints increased last year

The residential property market affects almost everyone in the country in one way or another. Whether someone 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 of this, shaped by economic uncertainty and the anticipation of significant legislative reform. 

For agents operating in lettings, rising rents, landlord exits and uncertainty around future regulatory requirements all created additional pressure. For sales agents, transaction levels remained steady rather than strong, and an unpredictable market (even more so in recent weeks) can inevitably lead to frustration when deals collapse or expectations are not met.

Add to this increased awareness of consumer rights, heightened scrutiny around material information and ongoing debate around conditional selling, and it becomes easier to understand why more disputes surfaced.

Why most complaints are preventable

After reviewing thousands of cases each year, certain patterns become very clear and, as I often say, most complaints are preventable.

The majority of disputes we see are not caused by deliberate wrongdoing. More often they stem from something far more straightforward, such as a breakdown in communication, unclear expectations, or a process that has not been properly explained.

This could be a tenant who does not fully understand how a holding deposit works, a buyer who feels they were not fully informed about an aspect of a property they purchased, or a leaseholder frustrated by maintenance costs that were never clearly set out at the beginning.

These situations rarely begin as major disputes, but they grow into them when communication fails or when people feel they are not being listened to. That is why the most effective agents focus on clear explanations, documented processes and regular updates.

Why early engagement resolves disputes faster

One of the most encouraging trends in our report was the continued success of early resolution. More than half of the complaints we handled last year were resolved before reaching a formal decision. That is not because the complaints were less serious, but because when both sides engaged early and constructively, many disputes could be resolved through discussion rather than adjudication.

For agents, the lesson is to deal with issues as early as possible. When a complaint first arises, there can be a temptation to become defensive or hope the situation resolves itself, but those early moments are often when problems are easiest to fix.

The most difficult cases remain leasehold

If there is one area where disputes remain particularly entrenched, it is leasehold property management. These cases often involve complex issues around building safety, service charges or maintenance responsibilities and frequently involve multiple stakeholders with competing interests.

We know leasehold reform is on the horizon, but anyone expecting quick or simple solutions may be disappointed. This is likely to remain a challenging area for some time yet, and managing agents will need to navigate an evolving regulatory landscape carefully.

How the sector is adjusting

Property professionals are operating in an environment where regulation, consumer expectations and market conditions are all shifting at the same time.

None of this means the sector is in decline, but it does mean professionalism and transparency matter more than ever. Clear processes, strong communication and robust compliance make complaints, which are inevitable even for the most diligent agents, far easier to manage.

One final observation from working in redress for many years is that technology, while helpful, does not replace the value of human engagement. When complaints are handled by people who listen, explain and genuinely try to find solutions, outcomes improve dramatically.

Ultimately, most people simply want to feel they have been treated fairly and that someone has taken the time to listen and understand their situation. 

What agents should focus on next

Looking closely at the cases themselves also highlights where complaints most commonly arise.

In lettings, disputes often involve holding deposits, rent handling or service expectations. In sales, we regularly see complaints linked to material information, communication during the transaction and misunderstandings around terms of business. Leasehold property management remains one of the most complex areas, often involving maintenance responsibilities, service charges and multiple stakeholders.

In conclusion, the cases we handled last year highlight a number of practical lessons for agents and property managers to carry forward this year:

None of these steps are complicated, but consistently applying them can prevent many disputes from escalating.

Sean Hooker, head of redress, Property Redress.