The Property Ombudsman (TPO) has seen a 50% rise in property complaints in the first half of 2026 in contrast to the same period in 2024.
The rise in complaints can be attributed to multiple factors such as a greater consumer awareness of rights, housing reform, and the increasing use of artificial intelligence (AI) tools to prepare detailed submissions. These factors place more pressure on redress schemes and property businesses operating in a more regulated environment.
The TPO has increasingly been receiving complaints that are professionally presented, supported by legislative references and accompanied by extensive correspondence. AI tools have assisted consumers to compile detailed submissions that may previously have been difficult to convey.
However, the technology advances present challenges. Complaint submissions generated with the help of AI can appear persuasive and legitimate while potentially overlooking important facts or misunderstanding legal principles. This places greater responsibility on adjudicators to focus on the evidence presented rather than presentation quality.
The trend reflects wider technological adoption in the property sector, where AI platforms are attracting investment for applications including lettings management. Since the Renters’ Rights Act – which increases transparency and accountability across the housing sector – the TPO reports more consumers will challenge decisions and pursue disputes through formal channels.
This shift arrives as the sector adapts to new regulatory frameworks, with recent ministerial appointments indicating a continued attention on housing policy. The consequences of non-compliance have become bigger for property businesses, increasing the stakes for effective complaint handling.
The environment emphasises robust record-keeping, clear communication and effective complaint-handling procedures for property businesses. Many disputes have come from poorly managed expectations, communication breakdowns or inadequate documentation as opposed to serious misconduct.
The increase in complaint volumes and quality of submissions represent a structural shift in dispute resolution for the UK property sector. To maintain good confidence in redress it will need businesses, consumer organisations and ombudsman schemes to adapt.
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