If you are a private tenant in England, you now have a more structured way to complain. The Renters' Rights Act 2025's 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 draft 2026 regulations 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 under section 140(5) of the Renters' Rights Act 2025; these were considered in House of Lords Grand Committee on 30 June 2026 and moved for approval in the House on 6 July 2026. During debate, housing minister Baroness Taylor of Stevenage confirmed that the government intends the existing Housing Ombudsman Service to operate the scheme and is not looking at other options, though formal designation has not yet taken place.
The regulations set the conditions a scheme must meet to be approved or designated under section 64 of the Act; they do not themselves appoint the administrator, set the fee, or confirm a launch date. Appointment of the administrator is still expected at least 12 to 18 months before mandatory membership, with the roadmap target of around 2028 unchanged.
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.
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 you and your landlord still cannot agree, you can contact your local council or local authority. Councils already have powers to deal with serious issues such as poor housing conditions, unsafe properties or overcrowding. They can investigate and, if necessary, take enforcement action or offer other help.
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
If you're a tenant living with an unresolved repair or a landlord who won't respond, the Ombudsman isn't fully open to you yet but the route it replaces still works. Complain in writing, escalate to your council, and keep every dated record, because that same evidence trail is what the Ombudsman will ask for once it launches. The scheme's arrival around 2028 will give private renters a free, binding alternative to court. Until then, the councils and charities above are your fastest way to get a serious problem taken seriously.
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