Landlords Corner: A New Ombudsman Is Coming for Landlords
The Renters' Rights Act has already reshaped the private rented sector this year, but one of its most significant measures is still to come: a mandatory PRS Landlord Ombudsman, giving every tenant in England a free, binding route to complain about their landlord. It will change how disputes are resolved.
What is it?
Created by the Renters' Rights Act 2025, the PRS Landlord Ombudsman is a new independent complaints and dispute-resolution service. Once fully operational, membership will be mandatory for all private landlords in England letting under assured or regulated tenancies — whether you own one flat or a portfolio, and whether you self-manage or use a letting agent.
That last point matters. Letting agents are already required to belong to an approved redress scheme, but this covers complaints against the agent. The new Ombudsman is landlord-facing, and the legal duty to join sits with you personally. Your agent's membership of The Property Ombudsman or Property Redress Scheme does not satisfy your obligation.
What can tenants complain about?
Prospective, current and former tenants will all be able to use the service, free of charge, over a deliberately broad range of issues: delayed or failed repairs, poor communication, missing safety certificates, unreasonable refusal of a pet request, deposit problems, discrimination, and general management failings. The precise jurisdiction will be confirmed in secondary legislation and scheme rules, but the design intent is wide.
Tenants will normally need to raise a complaint with their landlord first and allow reasonable time for a response — typically around eight weeks in ombudsman-style schemes — before escalating. The Ombudsman then investigates impartially, gathering evidence from both sides.
It's worth noting the service runs one way only: landlords will not be able to use it to complain about tenants.
Why it has teeth
This is not an advisory body. Determinations will be binding on the landlord, with remedies ranging from a formal apology or specific remedial action through to compensation — draft material has referenced caps in the region of £25,000, though final limits are still to be confirmed. Ignore a decision, and local authority enforcement and civil penalties follow. Landlords will fund the service through membership fees under a "fair and proportionate" charging model, with exact costs to be set closer to launch.
When does it start?
Not immediately. The national PRS Database begins its regional rollout from late 2026, with the Ombudsman established afterwards; mandatory landlord membership is currently expected around 2028, once an administrator is appointed and the service is ready. Landlords will receive notice before the duty bites, and government has signalled a preference for the existing Housing Ombudsman Service — which already covers social housing — to run it, though this is not yet confirmed.
What should landlords do now?
The landlords who fare well under an ombudsman regime will be those whose paperwork and processes were sound long before a complaint arrived. Escalations typically turn on whether the initial issue was handled reasonably — so a documented complaints process, prompt responses to repair requests, and a clean record of communications and certificates are your best protection.
This is where good day-to-day management becomes a genuine shield. Most disputes never reach an ombudsman because they're resolved early, properly and in writing. Trading Places' lettings team already handles maintenance, communication and record-keeping to that standard for landlords across Leytonstone — and as the Database and Ombudsman approach, we'll make sure our landlords know exactly what's required of them, and when, so nothing arrives as a surprise.
Staying ahead in the Leytonstone rental market
If you are looking for guidance on the Leytonstone rental market, or you just want a helping hand in complying with rental market regulations, we are always here to assist you.
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