The Property Ombudsman received a record 73,035 contacts from consumers in 2024, a 27% increase on the previous year, reflecting growing public reliance on the scheme as legislative reform and sector pressures intensify across the UK property market.
Residential lettings remained the most complained-about sector, with 13,516 enquiries and 7,823 relating specifically to tenant issues such as repairs, deposits and poor complaint handling. In total, £1.49m was awarded to consumers, with 71% of formally investigated cases found in their favour. The service resolved 4,980 cases via early resolution or formal investigation.
Lesley Horton, interim property ombudsman, said: “We are continuing to see increased demand for our service, especially in the private rented and leasehold sectors. 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.”
In the residential sales sector, enquiries frequently involved seller conduct, with £797,031 awarded in sales cases and an average award of £561. The Ombudsman warned that shifting market conditions and the end of the stamp duty holiday in April could increase complaints further in 2025.
Within lettings, £511,583 was awarded to consumers. Of all complainants in this area, 49% were tenants and 47% were landlords, underscoring the range of challenges across the sector. The total compensation awarded to consumers has risen 84% since 2015.
The Property Ombudsman scheme remains the UK’s largest Government-approved redress scheme for the private property sector. It currently oversees 19,495 registered property offices and branches, providing 39,404 services. It is also the only approved ombudsman serving the private rented sector.
