Complaints to The Property Ombudsman jumped 58% in the four months between November 2025 and February 2026, compared with the same period a year earlier, as the impending Renters' Rights Act drives what the organisation calls the "Renters' Rights effect."
The scheme attributes the surge to growing consumer awareness of tenant rights ahead of the Act's major reforms, which come into force in May. These include the abolition of "no-fault" evictions and fixed-term assured shorthold tenancies, alongside rent and payment reforms.
"The Renters' Rights Act is changing how people think about renting and their ability to challenge poor practice," said Lesley Horton, chief property ombudsman (pictured). "We are already seeing unprecedented demand, and we expect that to continue as the new rights begin to take effect. This act and other proposed changes to the private housing sector will raise awareness of rights and obligations among consumers, influencing both the volume and nature of disputes through 2026."
Publishing its 2025 annual report, the Ombudsman says it moved quickly to strengthen how it handles enquiries and disputes, introducing earlier professional judgement at triage, clearer evidence gathering and stronger quality assurance.
The improvements helped it resolve 54% more cases in 2025 than in 2024, cutting waiting times while maintaining independent decision-making. Across the year, it received 23,987 calls and email enquiries and resolved 7,681 disputes, including 4,552 through early resolution.
For tenants, housing disrepair, including damp and mould, remains a common concern raised in high numbers, partly due to the publicity surrounding the death of two-year-old Awaab Ishak in 2020. A coroner found that prolonged exposure to mould in the family's home was probably responsible for the toddler's death.
Poor communication remains the most common underlying cause of disputes, with failures to provide clear information or respond promptly often allowing problems to escalate unnecessarily.
"Our role is to be transparent, trustworthy and fair," Horton added. "We look at each case on the evidence, we explain our decisions clearly, and we work to resolve disputes in a proportionate way that supports consumers and good agents alike."
"For both consumers and agents, we are here to help. If you've dealt with an agent and feel they have provided poor service, our website includes lots of information that helps you decide whether to raise a complaint and what to do if you decide to. For agents who are our members, we provide advice and guidance at no extra cost."
The Ombudsman's reach continues to grow, with more than 19,000 offices and branches now registered, including 82 of the top 100 estate agents.
