Landlord Ombudsman

Legal & Regulatory

A new independent body being established under the Renters' Rights Act 2025 to handle tenant complaints against private landlords

Landlord Ombudsman (or Private Rented Sector Ombudsman) is a new independent body being established under the Renters' Rights Act 2025, expected operational in late 2026. For the first time, all private landlords in England will be required to join this mandatory scheme, which will handle tenant complaints about property conditions, repair failures, and unfair treatment. The Ombudsman can order landlords to take action and award compensation to tenants.

Background

Currently:

  • Letting agents must join a redress scheme
  • Private landlords have no equivalent requirement
  • Tenants have limited options for complaints against landlords
  • Court action is often the only recourse

The Renters' Rights Act 2025 changes this by requiring all landlords to join an approved ombudsman scheme.

What the Ombudsman Will Cover

Expected scope includes:

  • Poor property conditions
  • Repair failures
  • Communication issues
  • Unfair treatment
  • Non-compliance with regulations
  • Deposit disputes (potentially)
  • Service quality issues

How It Will Work

Tenant complaints process:

  1. Tenant raises issue with landlord first
  2. If unresolved, escalates to ombudsman
  3. Ombudsman investigates
  4. Ombudsman makes determination
  5. Landlord must comply with decision

Powers:

  • Order landlord to take action
  • Award compensation
  • Require apology
  • Refer serious cases for enforcement

Timeline

  • 2025: Renters' Rights Act passed
  • 2026: Ombudsman scheme operational (expected)
  • Ongoing: All landlords must register

Implications

For landlords:

  • Must join approved scheme
  • Membership fee payable
  • Must comply with decisions
  • Records may be kept on property portal

For tenants:

  • Free access to complaint resolution
  • Independent adjudication
  • Formal route for issues
  • Alternative to court action

For Letting Agents

The landlord ombudsman means:

  • Advise landlord clients about requirement
  • Help landlords maintain compliance
  • Document communications and actions
  • Higher standards expected across sector
  • May increase demand for professional management

Related Terms

Alternative Dispute Resolution (ADR)

Methods of resolving disputes between landlords and tenants without going to court, including mediation and arbitration

The Property Ombudsman (TPO)

An independent redress scheme that letting agents must join to handle complaints from landlords and tenants

Back to Glossary

Ready to streamline your lettings?

Put this knowledge into practice with PropertyPanda's modern lettings platform.