2024 saw a significant rise in consumer engagement with The Property Ombudsman, making 73,035 contacts over the course of the year. This marks a 27% year-on-year increase and points to a growing reliance on the redress scheme, as legislative developments and operational challenges continue to shape the UK property landscape.

Residential lettings remained the area with the highest volume of complaints. Of the 13,516 enquiries received in this category, 7,823 related specifically to tenant issues, including disputes over repairs, deposits, and the handling of complaints. In total, £1.49 million was awarded to consumers, with 71% of formally investigated cases decided in their favour. The service resolved 4,980 cases through early resolution or formal investigation.

Lesley Horton, interim property ombudsman, commented: “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 commonly involved issues related to seller conduct. A total of £797,031 was awarded in sales-related cases, with an average award of £561. The Ombudsman has indicated that market conditions, coupled with the end of the stamp duty holiday in April, may lead to an increase in complaints in 2025.

Within the lettings sector, £511,583 was awarded to consumers. Of those submitting complaints, 49% were tenants and 47% were landlords, highlighting the broad range of issues affecting both parties. Since 2015, total compensation awarded to consumers has risen by 84%.

TPO remains the UK’s largest Government-approved redress scheme serving the private property sector. It currently oversees 19,495 registered property offices and branches, providing a total of 39,404 services. It continues to be the only approved ombudsman for the private rented sector.