In its annual report, the TPO said that between November last year and February this year, it received 58% more complaints than the same period a year before. It said increased consumer awareness of rights had led to this, describing it as the “Renters’ Rights effect”.
It received 10,034 direct enquiries in 2025, with 69% of these coming from tenants. This was fewer complaints than the 13,519 lodged in 2024, but a higher proportion than the 61% from tenants.
The main reasons tenants contacted the TPO were for complaints about repairs and maintenance, advice and complaints guidance, deposits, agency agreements and fees, tenancy terms, end of tenancy and evictions.
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.”
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The TPO found that issues with damp and mould were a common concern, and the publicity of the death of Awaab Ishak in 2020 led to tenants raising concerns.
The organisation said it was also working to resolve more cases and handle them faster, resolving 54% more complaints than the year before and reducing the number of consumers waiting more than 90 days by 60%.
It said that in the first nine months of 2025, it resolved double the number of complaints versus the same period in 2024.
