What Complaints Are Really Teaching Agents Right Now: Practical Lessons for Landlords

Understanding the Rise in Complaints: Why Landlords Should Care

In 2025, complaints against property agents surged by 47%, according to Property Industry Eye. Despite this sharp increase, the average complaint rate remained stable, largely because many disputes were resolved more quickly through early engagement. What stands out is that the majority of complaints stem from misunderstandings or poor communication, not serious misconduct.

For landlords, especially those managing their own properties or working closely with agents, this trend underscores the crucial role of clear communication and expectation management throughout the tenancy or sales process. Whether you’re a single-unit landlord or managing a large portfolio, these insights have direct operational and compliance implications.

Communication Failures: Common Causes of Complaints

Most complaints arise at key points where processes are unclear or poorly explained. Examples include:

• Deposit handling: Confusion around how deposits are protected, returned, or deducted.
• Fees and charges: Unexpected or poorly communicated fees can cause frustration.
• Timelines: Uncertain or shifting dates for repairs, viewings, or tenancy signings.
• Leasehold disputes: These remain highly complex and challenging, with ongoing reforms expected to add layers of regulatory scrutiny.

For accidental landlords or those new to the market, these pain points can be especially pronounced.

Practical Steps for Landlords to Minimise Complaints

Taking a proactive approach to communication and complaint handling can significantly reduce risks and improve tenant satisfaction.

1. Set Clear Expectations Early: At tenancy start or sales instruction, provide tenants or clients with clear, written explanations of all key processes — deposits, fees, timelines, and your role or that of your agent.

2. Document Everything: Keep detailed records of all conversations, decisions, and agreements. This documentation is invaluable if disputes arise.

3. Provide Regular Updates: Whether it’s a repair delay or a change in process, timely updates help manage expectations and reduce frustration.

4. Respond Promptly to Concerns: Address any tenant or client complaints quickly and constructively before they escalate.

5. Follow a Structured Complaints Procedure: Ensure your internal handling aligns with best practices and regulatory requirements, including acknowledging complaints within set timescales.

6. Train Your Team: If you work with agents or staff, invest in training them to engage professionally and transparently with clients and tenants.

Preparing for Leasehold Complexities

Leasehold disputes remain a significant challenge, with reforms anticipated to reshape landlord and agent responsibilities. Landlords with leasehold properties should:

• Keep abreast of regulatory updates and consult specialist advice where necessary.
• Document all leasehold communications meticulously.
• Engage agents who demonstrate expertise in handling leasehold matters.

Tailoring Strategies to Landlord Profiles

• Single-Unit Landlords: Focus on clear tenant communication and personal documentation.
• HMO Operators: With multiple tenants, systematised communication and complaint protocols are essential.
• Portfolio Landlords: Implement standardised processes across properties and regularly review agent performance.
• Accidental Landlords: Consider working closely with experienced agents or consultants to navigate communication and compliance demands.

Next Steps: What Landlords Should Do Now

• Review your current communication materials and processes against the common complaint triggers.
• Audit your documentation practices and complaint handling workflows.
• Schedule training sessions or briefings with your team or agents.
• Monitor leasehold property portfolios closely and seek expert advice on upcoming reforms.

How Rentals & Sales Can Support You

Our landlord intelligence hub offers tailored portfolio reviews, compliance audits, and pricing strategy consultations to help you optimise operations and reduce complaint risks. We can assist in refining your communication frameworks and complaint handling protocols, ensuring you meet regulatory expectations and maintain strong tenant relations.

Compliance note: This article provides general information and should not be taken as legal advice. Landlords should consult relevant professionals regarding specific tenancy or property management issues.