The Property Ombudsman (TPO) dealt with 2,518 letting complaints last year, according to the organisation’s 2019 annual report, which shows continued demand from consumers for dispute resolution services.

There was a 20% increase in complaints to TPO in 2019, with 1,669 relating to sales and 780 for residential leasehold management. 

The biggest award in the letting sector was for £17,644, with the average award standing at £635. 

The top causes of complaints were management, communication and record keeping,  complaints handling, and tenancy agreements, inventories and deposits.

Half – 50% – of complaints were made by landlords, while 48% were made by tenants, with 2% received by others.

Katrine Sporle, Property Ombudsman, said: “2019 was another busy year for TPO. Complaints ascended year-on-year again and we also saw the complexities of cases increase, particularly in the residential leasehold management field.”

She added: “Overall, 2019 represented a year of growth and improvement. 2020 has already brought a huge challenge with the outbreak of Covid-19. TPO acknowledges that the current situation is an extremely difficult one, for agents and consumers alike. 

“TPO is here to help as best it can and is operating a full service. Consumers can still make a complaint at this time and the property industry can access information, guides and advice via our website.”