Propertymark has consistently campaigned for balanced reforms which improve standards and protection for tenants, while keeping the sector workable for responsible property agents and landlords. We are continuing our work with the UK Government and members to support a fair, professional, and sustainable private rented sector (PRS).
Renters’ satisfaction and security
66% of renters reported that they are content, and most reported feeling secure. 79% said they felt safe from eviction, 68% said their housing situation was stable enough to make long-term decisions, and 80% said where they lived gave them a sense of home
The experience is less positive for people with fewer choices in the market. Households containing someone with a long-term illness or disability were more likely to be dissatisfied, as were renters receiving housing support. Renters in converted or shared accommodation reported the highest dissatisfaction, at 40%.
The survey findings support our campaign for Local Housing Allowance (LHA) to reflect real market rents. LHA should be set at the thirtieth percentile and increased annually in line with market rates.
Why renters move
Most tenancies that ended did so because the tenant wanted to move (63% gave this as the reason). Most commonly, people moved for a larger home, followed by job-related reasons, and wanting to live in a better neighbourhood.
However, 14% said they were asked to leave by their landlord or agent, compared with 8% in 2019–20. Section 21 notices made up almost half of these cases.
Discrimination in the rental sector
Although a small proportion of renters reported experiencing discrimination, the numbers are still significant. Just under 2% said they had been told they could not rent a property because they received housing support, equal to 80,000 households. A similar proportion said they were refused because they had children in the home, equal to 91,000 households. Almost one in ten renters, 8%, said they had been told they could not rent because they had pets.
Propertymark supports the Renters’ Rights Act measures ending blanket bans on tenants receiving benefits or families with children. However, agents must still be able to carry out fair credit and affordability checks to ensure tenants can afford the rent and upfront costs.
Complaints and dispute resolution
Half of private renters who made a complaint were unhappy with the outcome. Dissatisfaction was especially high for complaints about administration issues, landlord behaviour, antisocial behaviour in the area, and the quality of the home.
94% of renters who were unhappy with the response did not take the issue further. Of the small number who escalated their complaint, most went to the local council’s Environmental Health Officer, followed by the Tenancy Relations Officer. Less than 1% contacted The Property Ombudsman or the Property Redress Scheme.
The main reasons renters gave for not complaining were lack of confidence in the process, concern about upsetting their landlord or agent, and fear of negative consequences. Some did not believe anything would be done, while others felt the process would be too much hassle or take too much time.
It is Propertymark’s long-standing position that complaints and redress must be simple, clear and trusted. We have called for landlords who self-manage property to belong to a redress scheme, and for a streamlined housing redress system where consumers can access the right route for their complaint.
We have also called for full mandatory regulation of property agents. Regulation would introduce minimum standards, qualifications, a statutory code of practice, and stronger oversight. This would help improve service quality, strengthen consumer protection, and give tenants, landlords and agents clearer expectations.
