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Complaints to The Property Ombudsman have surged ahead of the Renters’ Rights Act coming into force in May, as more tenants seek help resolving disputes with landlords and agents.
The ombudsman received 58% more complaints between November 2025 and February 2026 compared with the same period a year earlier. The organisation says the increase reflects growing awareness among tenants of their rights ahead of the new legislation.
The Renters’ Rights Act will introduce significant changes to the private rented sector, increasing protections for tenants while setting out new obligations for landlords.
The reforms include the removal of Section 21 evictions and fixed-term assured shorthold tenancies, along with changes to rent and payment rules.
In its 2025 annual report, The Property Ombudsman said it has made changes to how enquiries and disputes are handled, including earlier case assessment, revised evidence-gathering processes and additional quality checks.
The organisation said it resolved 54% more cases in 2025 than in 2024, which helped reduce waiting times.
Lesley Horton, Chief Property Ombudsman, said: “The Renters’ Rights Act is changing how people think about renting and their ability to challenge poor practice. 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.”
The annual review also shows the scale of activity handled by The Property Ombudsman. More than 19,000 offices and branches are registered with the scheme, including 82 of the top 100 estate agents. Over the past year, the organisation received 23,987 calls and email enquiries and resolved 7,681 disputes, including 4,552 through early resolution.
The report highlights housing disrepair as a frequent issue raised by tenants, particularly problems involving damp and mould. Complaints about these conditions remain common, partly due to increased public awareness following the death of two-year-old Awaab Ishak in 2020, after prolonged exposure to mould in the family’s home.
The report also notes that poor communication remains the most common factor behind disputes, with problems often escalating when information is unclear or concerns are not addressed promptly.
“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 a poor service, our website includes lots of information that help 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.”
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