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.”
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