Tenant Complaints Surge Before Renters’ Rights Act Launch

The Property Ombudsman has revealed a significant increase in tenant complaints in the months leading up to the introduction of the Renters’ Rights Act, which is due to take effect on 1 May 2026. Between November 2025 and February 2026, the redress scheme recorded 58% more complaints than during the same period a year earlier. This rise is linked to greater tenant awareness of their rights, a phenomenon the Ombudsman refers to as the ‘Renters’ Rights effect’.

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 housing sector, will increase awareness of rights and obligations among both tenants and landlords, influencing the volume and nature of disputes throughout 2026.

The Ombudsman’s service provides an independent and impartial dispute resolution platform for consumers and property businesses, playing a crucial role as the sector adapts to new legislation.

Common Issues Driving Tenant Complaints

The most frequent complaints from tenants relate to housing disrepair, with damp and mould issues remaining a prominent cause of disputes. Poor communication between tenants and agents is identified as the most common underlying factor in disagreements. Delays in responses or a 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 Dispute Handling Processes

In response to the rising demand, the Ombudsman has updated its procedures for managing enquiries and disputes. Changes include earlier professional judgement during triage, clearer evidence gathering, and strengthened quality assurance checks. These adjustments have 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 surge in tenant complaints ahead of the Renters’ Rights Act’s implementation signals a shift in tenant behaviour and expectations. Landlords and letting agents should anticipate increased scrutiny and be prepared for more disputes, particularly concerning property condition and communication standards. Proactive management, clear communication, and prompt responses to tenant concerns will be essential to minimise formal complaints and maintain good landlord-tenant relationships.

Suggested internal link anchors

• Renters’ Rights Act
• tenant complaints
• housing disrepair
• damp and mould issues
• dispute resolution
• letting agents communication
• Property Ombudsman
• private rented sector legislation
• tenant rights awareness
• early resolution of disputes

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/