The latest Annual Report from The Property Ombudsman, Christopher Hamer, reveals a substantial increase in the number of consumer enquiries and complaints against sales and lettings agents, with 16,000 enquiries received in 2013, a 23% increase on the previous year.

In his report, The Ombudsman provides a summary of the year ending December 2013 with statistical highlights including enquiry volumes, formal reviews, cases supported, complainant analysis and trends concerning the types of issues reported and several varied consumer case studies.

Hamer said: “2013 was significant year for many reasons with industry consultations, legislation changes and regulatory reforms, including the Enterprise and Regulatory Reform Act receiving Royal Assent, which will make it a legal requirement for all letting agents to register with a redress scheme.

“With 10,000 letting agents already voluntarily registered with TPO by the end of 2013, 60% of the cases I reviewed resulted from landlord and tenant complaints, and I expect we will see even more in 2014 in light of the changes.”