If you are a private tenant in England, you now have a more structured way to complain. The core tenancy reforms, including the end of Section 21 'no-fault' evictions, took effect on 1 May 2026 under the Renters' Rights Act 2025 (Commencement No. 2 and Transitional and Saving Provisions) Regulations 2026 (SI 2026/421).
The Act also provides for a new Private Rented Sector Landlord Ombudsman scheme, introduced in a later phase, with full implementation currently expected around 2028.
Who is an Ombudsman?
An ombudsman is an independent person or organisation that investigates complaints people have about a business, landlord, government body or other organisation, and helps to resolve them fairly.
What an Ombudsman Does?
An ombudsman looks at the facts of a complaint from both sides, without taking sides. They act as a neutral referee between the person raising the complaint and the organisation being complained about. Their role is to find a fair and reasonable solution, often by a written decision or recommendation.
In many cases, the ombudsman’s decision can be binding on the organisation (for example on a landlord, bank, or local authority), which means the organisation must follow it once the rules of that scheme say it is final.
Why Ombudsmen exist?
Ombudsmen exist to: Give ordinary people a simple, free way to challenge decisions or poor treatment when they feel they have been treated unfairly Hold organisations to account for how they handle complaints and provide services Improve standards over time by highlighting repeated problems and suggesting changes |
In the context of the Private Rented Sector Ombudsman, the ombudsman will help tenants who cannot resolve issues with their landlord and will encourage landlords to deal with complaints properly and early.
How Will the Private Rented Sector Ombudsman Operate?
Under the Renters’ Rights Act 2025, a new PRS Landlord Ombudsman scheme is being introduced to provide a formal complaints and redress service for tenants in the private rented sector.
The ombudsman will provide quick, fair, impartial and binding decisions on tenants’ complaints about their landlords. They will treat private renters more like social housing tenants and consumers of property services, who already have access to similar ombudsman schemes. They will also help landlords by offering guidance, tools and training on how to deal with tenant complaints early, so small problems do not become big disputes.
How Will the Scheme Work?
The PRS Ombudsman scheme will be mandatory for private rented sector landlords. This means all qualifying landlords will need to join the scheme once it is fully operating.
Landlords will pay for the service through a fair and proportionate charging model, with exact fees still to be confirmed closer to launch. The Private Landlord Redress Schemes (Approval and Designation) Regulations 2026 (SI 2026/1033) specify that fee amounts must be fair and proportionate and calculated to meet, but not exceed, the scheme's costs, and that any increase in fees must be approved by the Secretary of State. Ministers have made clear the ombudsman will not be run for profit. No per property fee has yet been set.
The scheme will be developed in stages:
Stage 1: The framework for the scheme is already underway:
On 28 April 2026, the government laid the draft Private Landlord Redress Schemes (Approval and Designation) Regulations 2026 before Parliament. These were considered in the House of Lords Grand Committee on 30 June 2026 and approved by the House of Lords on 6 July 2026. The regulations were subsequently made as SI 2026/1033 on 16 September 2026 and came into force on 17 September 2026.
During parliamentary debate, housing minister Baroness Taylor of Stevenage confirmed that the government intends the existing Housing Ombudsman Service to operate the scheme, subject to final assurance on deliverability. Formal designation had not yet taken place.
The regulations set the conditions a scheme must meet to be approved or designated under section 64 of the Renters' Rights Act 2025. They do not themselves appoint the administrator, set membership fees or confirm a launch date. The government's implementation roadmap envisages appointing an administrator at least 12 to 18 months before mandatory membership, with membership currently expected around 2028
Stage 2 (Expected Around 2028):
Landlords will be required to become members of the approved Ombudsman scheme once the membership requirement comes into force. The government has confirmed that landlords will receive sufficient advance notice to prepare.
What Does the Ombudsman Cover?
The Private Rented Sector Ombudsman will investigate complaints about landlords and provide independent dispute resolution. The 2026 regulations require the scheme to specify which complaints it will accept and reject, so the full scope will depend on the approved scheme rules.
The PRS Ombudsman is expected to consider complaints about | Matters requiring separate action or confirmation under the scheme rules |
|---|---|
How your landlord handled your complaint, such as ignoring concerns or failing to respond properly. | Rent levels or affordability disputes, which may have separate statutory procedures. Whether the Ombudsman will consider particular complaints remains subject to its rules. |
Failures to repair or maintain your home, including problems with heating, damp or safety. | Contractual disputes that may require court or tribunal proceedings, depending on their nature and the scheme rules. |
Issues with service charges, where these fall within the scheme's published complaint rules. | Criminal offences, which should be reported to the police or relevant enforcement authority. The Ombudsman cannot determine criminal liability. |
Quality of service and communication, including delays, lack of contact or poor responses. | Complaints that have not first been raised with the landlord or allowed the landlord an opportunity to resolve them, subject to the scheme's rules. |
Whether your landlord has followed relevant standards and repair obligations. | Disputes already subject to court, tribunal or other legal proceedings, where the scheme rules restrict the Ombudsman's involvement. |
The scheme must also allow complaints about failures to follow landlord codes of practice or other standards and guidance issued or approved by the Secretary of State.
The categories above explain the expected scope of the scheme. They are not a definitive list of accepted or excluded complaints. The precise rules will be established through the approved Ombudsman scheme.
How to File a Complaint Against Your Landlord (Including When the PRS Ombudsman is Live)
If you have a problem with your landlord, you should follow these steps.
Step 1: Complain to Your Landlord
If you are unhappy with your landlord, the first step is to raise the issue directly with them. Your landlord should have a written complaints policy that explains how you can complain and how they will respond. Try to make your complaint in writing, for example by email or letter, and keep a copy for your records. If your landlord accepts responsibility, agrees to put things right or offers a fair solution, you may not need to take things any further.
Step 2: Contact Your Council or Local Authority
If your landlord does not resolve the problem, you can contact your local council, particularly where the complaint concerns unsafe housing, serious disrepair or overcrowding. Councils have powers to investigate housing hazards and take enforcement action where necessary. However, they do not act as a general Ombudsman for every landlord-tenant dispute.
Once the PRS Ombudsman Scheme Is Live
When the Private Rented Sector Ombudsman scheme is fully operating:
You will normally need to raise your complaint with your landlord first and allow them time to resolve it, in accordance with the scheme's rules.
If the matter remains unresolved, you may be able to refer it to the approved PRS Ombudsman scheme.
The Ombudsman will consider the evidence and decide what is fair and reasonable. Where appropriate, it may require the landlord to apologise, take corrective action or pay compensation of up to £25,000.
You will be informed of the outcome and any action your landlord is required to take.
The introduction of the PRS Ombudsman will give eligible private tenants an independent route to complain if their landlord fails to meet relevant standards or does not deal properly with their concerns. Complaint handling should become more consistent and transparent, similar to the arrangements available to social housing tenants. Landlords will also be encouraged to resolve problems early and professionally.
What If You Have a Problem Now?
Even before the Ombudsman is fully operating:
Complain to your landlord in writing and keep copies of your correspondence.
If the problem remains unresolved, you can seek advice from Citizens Advice or a housing charity such as Shelter. You can also raise concerns with your local councillor.
If the issue is serious, such as an unsafe property or significant disrepair, contact your local council's housing or environmental health team.
Where necessary, tenants may also have existing legal remedies, including taking action over serious disrepair or an unfit property.
As implementation progresses, your local council and housing organisations will provide updated guidance on how and when to use the PRS Ombudsman scheme from 2026 onwards.
Conclusion
If you're a tenant dealing with unresolved repairs or a landlord who won't respond, the Ombudsman is not yet operating, but existing complaint and enforcement routes remain available. Complain in writing, keep dated records and contact your local council where serious housing conditions are involved.
The scheme is expected to introduce a free, independent complaint route for private tenants around 2028. Until then, councils, housing advice organisations and existing legal remedies remain important ways to address unresolved problems.
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