The PRS Landlord Ombudsman: What Landlords Need to Know

The Renters’ Rights Act introduces a major new development for the private rented sector: a Private Rented Sector (PRS) Landlord Ombudsman. While the scheme has not yet launched, it represents a significant shift in how tenant complaints and disputes will be handled in England.

This article explains what the Ombudsman is, how it will work, and what landlords should expect once it comes into force.

What is the PRS Landlord Ombudsman?

The PRS Landlord Ombudsman will be an independent dispute resolution service for the private rented sector.

Its purpose is to:

• investigate complaints from tenants about landlords,

• make decisions on disputes without requiring court action,

• and issue binding outcomes where appropriate.

It is designed to bring private renting in line with complaint systems already used in sectors such as social housing and regulated consumer services.

What can tenants complain about?

Tenants will be able to bring complaints relating to a wide range of issues, including:

• Repairs and maintenance

• Damp and mould

• Property condition and safety issues

• Communication and response times

• General landlord conduct and obligations

The Ombudsman will investigate whether the landlord has met their legal responsibilities and expected standards.

How the dispute process will change

Under the new system, disputes may be dealt with through the Ombudsman before court action is considered.

This introduces a more structured complaints pathway and may:

• resolve issues earlier,

• reduce reliance on legal proceedings,

• and provide a formal decision-making process outside of court.

The Ombudsman will have the ability to issue binding decisions, including requiring landlords to take action or pay compensation.

When will it be introduced?

The scheme is not yet operational.

Current government plans indicate:

• further regulations will be introduced during the implementation phase,

• the scheme will require setup and administration time,

• and landlords are expected to be required to join around 2028.

More detailed guidance is still expected before launch.

Who will run the scheme?

The government has indicated that the existing Housing Ombudsman Service's may be best placed to deliver the service, although this has not yet been formally confirmed.

What happens if landlords don’t join?

Once mandatory, failure to join the Ombudsman scheme may lead to enforcement action by local authorities, including financial penalties.

There may also be further consequences linked to compliance and enforcement frameworks within the Renters’ Rights Act.

What this means for landlords

The introduction of a national Ombudsman scheme means landlords should expect:

• more formal complaint handling processes,

• greater documentation and record-keeping requirements,

• and increased scrutiny of how issues are managed and resolved.

Clear communication, timely repairs, and good tenancy management practices will become even more important.

The role of property management support

Even where landlords use a letting agent, legal responsibility remains with the landlord.

However, as regulation continues to increase, many landlords are recognising the benefits of structured property management support to help manage ongoing compliance and tenant relations.

This can help with:

• Staying compliant with changing legislation and regulatory requirements

• Ensuring repairs, maintenance, and safety issues are handled properly and promptly

• Maintaining accurate records, inspections, and communication logs

• Managing tenant complaints before they escalate

• Coordinating contractors, certifications, and ongoing tenancy management

• Reducing the risk of administrative or procedural errors

• Keeping tenancies running smoothly while protecting property condition and value

• Supporting structured processes aligned with Ombudsman expectations

• Reducing time spent on day-to-day administration and compliance tasks

• Providing reassurance that obligations are being met consistently and professionally

Final thoughts

The PRS Landlord Ombudsman represents a shift towards more formalised dispute resolution in the private rented sector. While details are still being finalised, the direction of travel is clear: more regulation, more structure, and greater accountability for landlords.

Landlords who prepare early,

particularly around compliance, documentation, and tenancy management, will be better positioned to adapt smoothly once the scheme is introduced.