## Surge in Tenant Complaints Linked to Renters’ Rights Act

The Property Ombudsman has revealed a marked increase in tenant complaints and enquiries, with figures showing a 58% rise in cases between November 2025 and February 2026 compared to the same period the previous year. This surge is attributed to heightened tenant awareness of their rights, a phenomenon the Ombudsman describes as the ‘Renters’ Rights effect’. Although the Renters’ Rights Act is not due to take effect until 1 May 2026, tenants are already seeking independent support more frequently when disputes arise with letting agents and property managers.

## Unprecedented Demand for Dispute Resolution

Lesley Horton, Chief Property Ombudsman, commented on the trend: “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.” She further noted that the Act, alongside other proposed changes in the private rented sector, will increase awareness of both tenant and landlord rights and obligations, influencing the volume and nature of disputes throughout 2026.

The Ombudsman’s service offers an independent and impartial dispute resolution mechanism for both consumers and property businesses, aiming to provide transparency and fairness in resolving conflicts.

## Common Causes of Tenant Complaints

The most frequent complaints from tenants relate to housing disrepair, with issues such as damp and mould remaining prominent in disputes brought to the Ombudsman. Poor communication is identified as the most common underlying cause of disputes between tenants and agents. Delays in responses or lack of clear information often escalate situations into formal complaints.

Ms Horton emphasised the Ombudsman’s role: “Our role is to be transparent, trustworthy and fair. 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.”

## Improvements in Handling Disputes

The Ombudsman’s latest report outlines adjustments to how enquiries and disputes are managed, including earlier professional judgement during triage, clearer evidence gathering, and strengthened quality assurance checks. These procedural improvements coincided with a substantial increase in resolved cases.

In 2025, the organisation resolved 54% more disputes than in 2024, while also reducing waiting times. Throughout the year, the service handled 23,987 calls and email enquiries and resolved 7,681 disputes, with 4,552 settled through early resolution.

## What This Means for Landlords and Agents

The rise in tenant complaints ahead of the Renters’ Rights Act signals a shift in tenant behaviour and expectations. Landlords and agents should anticipate increased scrutiny and be prepared for more disputes, particularly around property maintenance and communication standards. Proactive engagement, clear communication, and prompt resolution of tenant concerns will be essential to managing this evolving environment effectively.

Suggested internal link anchors
– Renters’ Rights Act
– tenant complaints
– housing disrepair
– damp and mould issues
– dispute resolution service
– private rented sector changes
– landlord obligations
– tenant rights awareness
– property management disputes
– early resolution of disputes
– communication with tenants
– Property Ombudsman

TLA update

TLA is launching a new Trusted Partners Hub in Q1 2026, featuring verified and approved service providers selected to support landlords, tenants, and property management businesses. We are inviting legal, trades, insurance, financial, mortgage, tenant screening, and other service providers to register their interest here: https://landlordassociation.org.uk/become-a-tla-service-partner/