"There is going to be continued change in the property sector, and we will work to support the success of any reforms, improve best practice in the sector and most importantly, help consumers to navigate and resolve their disputes"
- Lesley Horton - The Property Ombudsman
The Property Ombudsman saw a record 73,035 consumer contacts in 2024, marking a 27% increase compared to 2023. This rise reflects growing awareness of the service, especially as new legislation like the Renters’ Rights Bill and leasehold reforms are introduced. Residential lettings was the main area of concern, with 13,516 enquiries about repairs, deposits, and poor complaint handling.
In total, £1.49 million was awarded to consumers, and 71% of cases resolved through formal investigation were decided in their favour. The service continues to offer impartial and fair decisions.
In residential sales, enquiries and disputes about sellers were high. A total of £797,031 was awarded in sales cases, with an average award of £561. Market uncertainty and the end of the stamp duty holiday in April could contribute to more complaints in 2025.
For lettings, £511,583 was awarded to consumers, with 49% of complainants renters and 47% landlords. The total awarded in 2024 represents an 84% increase since 2015.
Additional figures from The Property Ombudsman include:
19,495 property businesses registered
7,823 enquiries related to tenant issues
4,980 cases resolved through early resolution and formal investigation
2,107 compliance audits completed
“We are continuing to see increased demand for our service, especially in the private rented and leasehold sectors," comments interim property ombudsman Lesley Horton (pictured). "Renters and leaseholders have often had problems for months, sometimes years, and access our service when previous attempts to resolve issues have failed. We see this reflected in the complexity of our casework, which is at historic highs."
She added, “There is going to be continued change in the property sector, and we will work to support the success of any reforms, improve best practice in the sector and most importantly, help consumers to navigate and resolve their disputes.”
