33% increase in complaints about letting agents

The Property Ombudsman scheme’s annual report, just released, reveals that there has been a dramatic 33 per cent surge in the number of formal complaints about letting agents.


The figures reveal:

– 1,965 formal complaints were resolved (33 per cent more than the year before);

– 83 per cent of complaints were supported by the Ombudsman;

– 50 per cent of complaints were made by landlords, while 47% were made by tenants;

– The highest award issued last year was £16,954 for a lettings dispute;

– The average lettings award was £522;

– The regions with the highest volume of complaints were the South East (24 per cent) and Greater London (24 per cent), followed by South West (9 per cent);

– The top three causes of complaints were:

  • Management (including repairs and maintenance)
  • Communication and record keeping
  • End of tenancy issues (e.g. deposits, disputes and damages)

The Property Ombudsman, Katrine Sporle, says of the higher number of resolved cases: “This is good news for consumers and redress, but not so great for the reputation of agents who collectively paid out over £800,000 in awards. My message for those agents is simple; pay more attention to TPO’s Codes of Practice and raise your standards.”

  1. ROBERT Warner 3 years ago

    it all looks very good how can I reg please

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