The Real Talk on Renting: Complaints Up, Communication Down – What Property Professionals Must Know in 2025
If you're a landlord, letting agent, or property manager wondering what 2025 has in store, this one’s for you.
In a powerhouse conversation between Kristjan Byfield and Tim Frome of Hamilton Fraser, the duo breaks down the latest Property Redress Annual Report, based on 2024 data — and it’s packed with insight on complaints, compliance, and the upcoming Renters’ Reform Bill.
Let’s dive into the biggest takeaways.
🚨 Complaints Are Up 44% in Two Years
But don’t panic — it’s not necessarily a drop in standards. Instead, tenants are more informed than ever, with better access to ombudsman schemes and a clearer understanding of their rights.
💬 “The industry is improving — but the visibility of those improvements means more people are empowered to speak up,” says Kristjan.
🛠️ What’s Really Going Wrong? Communication.
The #1 reason agents end up on the wrong side of a complaint? Poor communication — not necessarily poor service.
🔗 Jump to this part of the video
➡️ Agents failing to log communication or update tenants leads to trouble, even when the landlord is the real blocker.
Pro tip: Document everything. Even when nothing changes.
📈 ADR Saves the Day — And Your Business
Over 50% of complaints are resolved through early resolution (ADR). That’s phone calls, not court battles.
💰 Despite rising complaints, ADR-awarded compensation is down 45%. Why? These early calls defuse many issues before they escalate.
🚨 Big Payouts? Blame Property Sourcing Scams
The largest awards stem from investment property sourcing schemes, not day-to-day rentals. Often involving promised yields and poor delivery, this shady corner of the market is dragging down the sector’s reputation.
🏙️ London Leads — But Are Agents Keeping Up?
With 35% of redress scheme members based in London, the capital is still the heart of the industry — but surprisingly, only 85% of agents are aware of the Renters’ Reform Bill.
Even scarier? 15% of those agents don’t understand what’s in it.
🏡 Section 21: The End of an Era?
68.5% of agents are worried about Section 21 being abolished. But is it really the big issue?
🧠 Most tenancies are still ended by tenants. The real concern? That landlords will become more risk-averse, especially for fringe or vulnerable tenants.
🐶 Pets, Deposits, and Rent Hikes
Expect updates on pet deposits and tribunals for rent increases. One concern? Tenants delaying rent hikes by dragging cases to tribunal — a loophole that could clog the system unless addressed.
📉 Licensing ≠ Better Homes?
Despite schemes and licensing efforts, 6.3% of tenants are very dissatisfied with their home. That’s 250,000+ properties across the PRS.
So, is property licensing working? Maybe not.
💡 Actionable Insights for Agents
Be proactive with tenants — they're your customer too.
Educate yourself and your landlords on what’s coming.
Get ahead of the Renters’ Reform Bill — it’s not optional.
Rethink your deposit strategy — only 2.4% of tenancies use alternatives, despite affordability pressures.
Start treating lifelong renters like clients — because for many, owning a home isn’t on the cards.
🎯 Final Word
This conversation is a must-watch for every property professional navigating the rapidly evolving rental landscape. Whether you're deep into compliance or managing hundreds of units, the message is clear:
👉 Talk more. Document better. Prepare now.
🔗 Watch the full conversation here
📥 And don’t forget to download the full Property Redress Annual Report for all the stats and case studies. You can find it here.
