An overview of the property market in 2025 from Sean Hooker
We have weathered the storms, embraced innovation, led the market and worked collaboratively with all stakeholders to help build the safeguards, enhance the reputation and ensure standards are met within a sector that has constantly had to fight for recognition and respect.
In the absence of a regulator and in a diverse and eclectic market seeking to meet the multiple needs of the housing sector, we have provided stability and an anchor for property professionals to develop and succeed, whilst putting consumers at the heart of their business.
There are now only two schemes in this space, the right two in my view, to provide a robust foundation for the further professionalisation of the industry.
2025 therefore was always going to be about the Government getting over the line, the sizable reforms they were proposing for the property world and to this extent the heavy lifting has been done, at least in part.
There is, however, a lot more to do and for everyone involved in residential housing to tackle for a good number of years.
From the beginning of the year, it was clear that the economy and its underperformance would be key to a thriving property sector and this certainly was a theme throughout the year.
Different parts of the sector and indeed different regions and areas have experienced different fortunes and anyone coming into the sector will need to do their homework before identifying a market or niche to specialise in.
The challenges for the rental sector will be, rising rents, exiting landlords, and of course, the impact of the reforms on their business model.
In terms of complaints, communication will be essential.
2025 was a good grounding, but the coming year will be on another level."
For sales, estate agents had a mixed year, with transactions being steady but not substantial growth. We are seeing more complaints in this sector and some of the frustrations of an unpredictable market persist.
The impact on a heightened awareness of material information, has meant this area is more prominent and the media highlighting conditional selling in 2025, may make complaints more prevalent in the future.
Dual fee disputes are still a continuing issue and we have been working on an improved Memorandum of Understanding with The Property Ombudsman so both schemes have a consistent approach.
Leasehold property management is still our most contentious area of complainants, with disputes being particularly fractious and entrenched. The issues of building safety, the increasing costs of providing maintenance and affordable management, as well as rumblings of reform were a strong undercurrent in 2025.
With the Government now intent on changing the landscape with new legislation, this boat is now sailing as of 2026, but do not expect it to arrive at its destination port for a while yet.
Within this climate, Property Redress has been a constant strong voice in the sector. As you will see, despite steadily rising complaint numbers, our resolution times have fallen and satisfaction rates for outcomes have improved.
This has come about through the hard work of my team, who have handled caseloads, unprecedent since we formed. They have, however, maintained quality, integrity and efficiency, throughout and out metrics within this report demonstrates this.
We continue to seek to improve as we anticipate the trend for complaint volumes to increase for the foreseeable future. We will therefore look for ways to make sure we maintain and improve our service.
What we won’t change or compromise on, is the personal approach, with a real person, you can speak to and engage with. Technological tools can help the user journey, but it is not a substitute for real people in the area.
I finally, however, must pay a personal tribute to a dear colleague and friend in Mike Morgan, who tragically lost his life in 2025. He had a long career in our sector and had decades of experience in dispute resolution and complaint handling. He was integral in helping us, develop and innovate our service and was an inspiration and a leader for our great team and a stalwart support to me throughout our now too brief acquaintance. We will work hard to continue and honour his legacy."
