The Property Ombudsman’s newly released 2019 annual report shows a 20 per cent rise in enquiries that went on to become formal complaints.

In total, TPO received 30,356 enquiries – up 4 per cent annually – of which 5,106 went on to be classed as formal complaints.

TPO says that almost 10,000 of these enquiries were made through its online chat service, which is a 7 per cent rise on the year before.

Meanwhile, compensatory awards rose by 1.4 per cent, reaching £2.2m.

Lettings issues were the biggest complaint, with 2,518 counted, with sales coming next at 1,660. Residential leasehold management consisted of 780 complaints.

Residential leasehold management complaints were the biggest growth area in 2019, rising 123 per cent, with lettings and sales rising 2 per cent and 27 per cent, respectively.

Within lettings, management was the main point of friction, and in sales, communication and record keeping. In residential leasehold management, issues with best practice was the main complaint.

Property Ombudsman Katrine Sporle comments: “2019 was another busy year for TPO. Complaints ascended year on year again and we also saw the complexities of cases increase, particularly in the residential leasehold management field.

“In order to further enhance consumer experience, TPO has translated its work in the initial enquiry stage into a self-diagnostic tool. Still in its piloting phase, we hope to promote the online tool this year.

“Overall, 2019 represented a year of growth and improvement. 2020 has already brought a huge challenge with the outbreak of Covid-19. TPO acknowledges that the current situation is an extremely difficult one, for agents and consumers alike.

“TPO is here to help as best it can and is operating a full service. Consumers can still make a complaint at this time and the property industry can access information, guides and advice via our website.”