Fact Sheet: Discrimination in the rental market (Wales)

Prioritising clear, proactive communication, ensuring transparent agreements and fees, and keeping robust records of actions and transactions are the top ways agents can reduce the likelihood of complaints escalating to formal disputes in an increasingly regulated housing market. The findings from The Property Ombudsman (TPO) reinforce the value of strong training, clear processes, and high service standards in maintaining trust with consumers and protecting the reputation of the sector.

Recent headlines may have made fraud sound like a fast-growing threat across the whole market; however, HM Land Registry’s own figures show that in 2024–25 it received 4,429,092 applications to create or update the register and identified only 86 as fraudulent, or just over 0.0019 per cent. Even so, the sums involved can be significant. In the same year, HM Land Registry says it prevented the registration of fraudulent applications against more than £59 million worth of property.

The 2025 data reveal a sharp rise in consumer complaints across the property sector, with a 47% increase compared with 2024 and a 77% rise since 2023. While many cases are resolved quickly, the figures highlight the types of issues that most often lead to disputes and where improvements can help prevent problems from escalating.

Propertymark has worked tirelessly to ensure members’ voices are heard, practical concerns are addressed, and reforms are workable as the UK and devolved governments have pushed ahead with major legislative changes. Long-standing challenges around supply, affordability and standards have remained firmly in focus, and we will continue to scrutinise legislation, challenge unclear proposals and provide practical guidance to support members as reforms move from policy into practice across the UK.