Although the Renters’ Rights Act is not set to take effect until 1 May 2026, early signs indicate it is already influencing tenant behaviour and prompting more disputes. One organisation has reported a noticeable rise in complaints and enquiries from tenants seeking independent support when issues arise with agents or property managers.
The Property Ombudsman has published figures showing that between November 2025 and February 2026, complaints increased by 58% compared with the same period the previous year. This surge has been attributed to growing awareness among tenants of their legal rights, a trend the organisation describes as the “Renters’ Rights effect.” Tenants are increasingly looking for guidance on how to resolve disagreements fairly, rather than simply accepting issues as part of renting.
Lesley Horton, chief property ombudsman, explained, “The Renters’ Rights Act is changing how tenants view their rights and their ability to challenge poor practice. We are already seeing unprecedented demand, and we expect this trend to continue as the Act comes into force.” She added that these legislative changes, alongside other proposed reforms to the private rental sector, are likely to affect both the number and type of disputes raised in 2026.
The most common issues raised by tenants relate to housing disrepair, with damp and mould remaining a significant source of complaints. Alongside physical property issues, poor communication between tenants and agents is frequently cited. Situations where agents fail to provide timely information or respond adequately often escalate into formal complaints, highlighting the importance of transparency and professionalism in property management.
Horton emphasised the Ombudsman’s role in supporting both tenants and property businesses. “We aim to be transparent, fair, and trustworthy. Tenants who feel they have received poor service from an agent can find clear guidance on our website, including how to raise a complaint and what to expect during the process,” she said. This approach is intended to ensure that disputes are handled consistently and fairly for all parties involved.
The Ombudsman has also introduced changes to how it processes complaints and enquiries. Adjustments include earlier professional judgement during initial assessments, more structured evidence gathering, and strengthened quality assurance checks. These measures have helped the organisation manage the rising demand more effectively and reduce waiting times for tenants seeking resolutions.
In 2025, the Property Ombudsman handled 23,987 calls and email enquiries and resolved 7,681 disputes, with 4,552 settled through early resolution. This represents a 54% increase in completed cases compared with 2024. The organisation has maintained its independent decision-making while also improving efficiency, demonstrating the capacity of dispute resolution systems to adapt to increasing demand.
The rise in tenant complaints also reflects broader changes in the private rental sector. As awareness of legal rights grows, tenants are becoming more proactive in holding landlords and agents accountable for the standard of their properties and services. This shift is likely to continue, particularly as the Renters’ Rights Act comes fully into effect and tenants gain access to clearer protections.
Property professionals are being urged to adapt to this evolving landscape. Clear communication, prompt responses, and proactive property management are now more important than ever. Landlords and agents who fail to meet these standards risk not only formal complaints but also reputational damage, as tenants increasingly share their experiences online and seek independent support.
Looking ahead, the Ombudsman expects the number of complaints to remain higher than in previous years. The combination of new legislation, greater tenant awareness, and ongoing scrutiny of the private rental sector will continue to shape how disputes arise and are resolved. For tenants, this represents a significant opportunity to have concerns addressed fairly. For landlords and agents, it underscores the need to maintain high standards of service and communication.
Ultimately, the Renters’ Rights Act is not just a legislative change—it is already influencing the behaviour of tenants and agents alike. The early surge in complaints highlights the importance of preparing for a more transparent and accountable rental market. Both tenants and property professionals will need to understand their rights and responsibilities to navigate the evolving rental landscape successfully.
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