If you are a private tenant in England and you are unhappy with your landlord, you now have a more structured way to complain. Under the Renters’ Rights Act 2025, a new Private Rented Sector Landlord Ombudsman scheme is being introduced to help resolve disputes, with full implementation 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, the exact details of which will be confirmed closer to launch.
The scheme will be developed in stages:
Stage 1 (from late 2026 onwards, at least 12–18 months before mandatory membership):
The Secretary of State will appoint a scheme administrator to run the service. The government has indicated it expects the existing Housing Ombudsman Service to deliver the PRS scheme, subject to confirmation. This will allow time for the organisation to be set up, staffed and prepared to handle complaints.
Stage 2 (expected around 2028):
Landlords will be required to become members of the approved ombudsman scheme. The government will give landlords plenty of notice before this requirement comes into force, so they can prepare.
What Does the Ombudsman Cover?
The PRS Ombudsman will consider complaints about | The PRS Ombudsman will not usually deal with |
|---|---|
How your landlord handled your complaint (for example, ignoring you or not responding properly). | Rent levels or how much rent you pay (affordability is not a matter for the ombudsman). |
Failures to repair or maintain your home, such as problems with heating, damp, or safety issues. | Shortterm contractual disputes that are better resolved through a court or tribunal. |
Issues with service charges where they are handled in a way that is unfair or unclear. | Criminal matters that could be a crime, which should be reported to the police. |
Quality of service and communication, for example lack of contact, delays, or rude behaviour. | Matters that have not been first raised through your landlord’s own complaints procedure. |
Whether your landlord has followed minimum standards and basic repair obligations. | Disputes that are already being decided by a court, tribunal or other formal legal process. |
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.
Once the PRS Ombudsman Scheme is Live
When the Private Rented Sector Ombudsman scheme is fully operating:
You will first need to have followed your landlord’s complaints procedure
If you are still not satisfied, you can refer your complaint to the approved PRS Ombudsman scheme
The Ombudsman will review what happened, ask for evidence from you and your landlord, and then issue a decision that is binding on the landlord
You will be told clearly what the outcome is and what, if anything, your landlord must do
What this means for tenants?
The introduction of the PRS Ombudsman means you will have a clear, independent route to complain if your landlord fails to meet minimum standards or does not deal properly with your concerns. Complaint handling will be more consistent and transparent, similar to what tenants in social housing already experience. Landlords will also be encouraged to resolve problems early and professionally, which should improve conditions and communication for most tenants.
What If You Have a Problem Now?
Even before the Ombudsman is fully operating:
Complain to your landlord in writing
If that does not work, you can seek advice from your local Citizens Advice, a housing charity such as Shelter, or speak to your local councillor
If the issue is serious (for example, the property is unsafe or unfit to live in), contact your local council straight away
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
The introduction of the Private Rented Sector Ombudsman, set to begin in stages from late 2026 with full implementation by 2028, provides a structured and impartial system for tenants in England to resolve disputes with landlords. By creating a mandatory, binding scheme for landlords to address tenant complaints, the Ombudsman ensures that tenants have a clear and independent channel for grievances, improving transparency and accountability in the private rental sector.
Once fully operational, the PRS Ombudsman will offer a valuable alternative to court proceedings for tenants, particularly in cases involving poor property maintenance, tenant mistreatment, or unresolved complaints. This will foster better communication, quicker resolutions, and a stronger incentive for landlords to handle complaints effectively and professionally.
