The PRS Ombudsman: What Landlords Need to Know

A new Private Rented Sector Ombudsman is being created under the Renters' Rights Act 2025. Mandatory membership is expected from 2028 (Phase 2 of the GOV.UK Implementation Roadmap) — here is what it will mean for landlords and how to prepare now.

<h2A New Ombudsman for Private Landlords</h2 <pThe <strongRenters' Rights Act 2025</strong creates a mandatory <strongPrivate Rented Sector (PRS) Ombudsman</strong — the first of its kind for private landlords in England. Under the <strongGOV.UK Implementation Roadmap</strong published with the Act, the PRS Ombudsman is a <strongPhase 2</strong measure. Mandatory membership is expected from <strong2028</strong — it is <emnot</em live on 1 May 2026.</p <pThis is a significant shift. Until now, private tenants had no independent dispute resolution body to turn to. The PRS Ombudsman fills that gap, offering tenants a free, impartial service to resolve complaints without going to court.</p

<h2Who Must Register?</h2 <pRegistration is mandatory for <strongall private landlords</strong in England who let residential property under an assured tenancy. This includes:</p <ul <liIndividual landlords with a single property</li <liPortfolio landlords with multiple properties</li <liLandlords using letting agents (the landlord is still responsible for registration)</li <liHMO landlords</li </ul <pSocial housing providers already fall under the <strongHousing Ombudsman</strong and are not affected by this change.</p

<h2What Can Tenants Complain About?</h2 <pThe Ombudsman will handle complaints about a landlord's conduct, including:</p <ul <li<strongFailure to carry out repairs</strong — the most common complaint category in social housing, expected to dominate private sector cases too</li <li<strongHarassment or intimidation</strong — including attempts to pressure tenants into leaving</li <li<strongUnfair treatment</strong — discrimination, unreasonable refusal of pet requests, or ignoring reasonable adjustments</li <li<strongPoor communication</strong — failing to respond to correspondence or provide required documents</li <li<strongDeposit disputes</strong — although tenancy deposit schemes handle most of these, the Ombudsman may consider broader conduct issues</li </ul <pThe Ombudsman will <strongnot</strong set rent levels or intervene in Section 13 rent increase disputes — those go to the First-tier Tribunal.</p

<h2What Powers Does the Ombudsman Have?</h2 <pThe PRS Ombudsman can:</p <ul <li<strongOrder compensation</strong — financial awards to tenants for distress, inconvenience, or financial loss</li <li<strongDirect specific actions</strong — require the landlord to carry out repairs, issue an apology, or change a policy</li <li<strongIssue formal findings</strong — decisions are binding on the landlord if the tenant accepts the outcome</li <li<strongRefer serious cases</strong — escalate persistent offenders to local authorities for enforcement action</li </ul <pLandlords who fail to comply with an Ombudsman decision could face further enforcement, including civil penalties.</p

<h2How the Complaints Process Works</h2 <pThe process follows a structured path:</p <table <thead<tr<thStep</th<thDetail</th</tr</thead <tbody <tr<td<strong1. Internal complaint</strong</td<tdThe tenant must first raise the issue directly with the landlord</td</tr <tr<td<strong2. 8-week window</strong</td<tdThe landlord has 8 weeks to resolve the complaint</td</tr <tr<td<strong3. Ombudsman referral</strong</td<tdIf unresolved, the tenant can escalate to the Ombudsman</td</tr <tr<td<strong4. Investigation</strong</td<tdThe Ombudsman reviews evidence from both parties</td</tr <tr<td<strong5. Decision</strong</td<tdA binding determination is issued with any required remedies</td</tr </tbody </table

<h2Penalties for Non-Registration</h2 <pOnce mandatory membership commences (expected 2028), failing to register with the PRS Ombudsman will be a <strongcivil offence</strong under the Renters' Rights Act 2025, enforced through financial penalties. Anticipated penalties include:</p <ul <li<strongCivil penalties</strong of up to <strong£7,000</strong for a first offence</li <li<strongUp to £40,000</strong for repeat offences or persistent non-compliance</li <liPotential <strongbanning orders</strong under the Housing and Planning Act 2016</li <liListing on the <strongRogue Landlord Database</strong</li </ul

<h2How to Prepare</h2 <pThe Ombudsman registration portal is part of Phase 2 of the GOV.UK Implementation Roadmap and is expected from 2027–2028. Here is what to put in place now so that joining is straightforward when it opens:</p

<h31. Set Up a Complaints Procedure</h3 <pCreate a simple, written process for tenants to raise complaints. Include clear timescales for acknowledgement and response. This will be your first line of defence — most Ombudsman cases arise from poor communication rather than the underlying issue itself.</p

<h32. Keep Records of Everything</h3 <pThe Ombudsman will base decisions on evidence. Log every tenant communication, maintenance request, and repair with dates. A digital paper trail is far more reliable than memory.</p

<h33. Respond Promptly</h3 <pAcknowledge complaints within <strong5 working days</strong and aim to resolve within <strong4 weeks</strong — well within the 8-week window. Fast responses prevent escalation and demonstrate good faith.</p

<h34. Know Your Obligations</h3 <pFamiliarise yourself with the full scope of the <a href="/renters-rights-act-2026-guide"Renters' Rights Act 2025 changes</a. The Ombudsman will assess your conduct against these legal requirements — not just general reasonableness.</p

<h35. Budget for Registration Fees</h3 <pThe exact fee structure hasn't been confirmed, but based on the Housing Ombudsman model, expect an annual fee per unit. This is a running cost of doing business as a landlord.</p

<h2The Bigger Picture</h2 <pThe PRS Ombudsman is one piece of a broader regulatory framework launching under the Renters' Rights Act:</p <ul <li<strongProperty Portal</strong — a national register of landlords and their properties</li <li<strongSection 21 abolition</strong — no-fault evictions end on 1 May 2026</li <li<strong<a href="/awaabs-law-guide"Awaab's L

Sources: - https://bills.parliament.uk/bills/3764 - https://www.gov.uk/government/publications/guide-to-the-renters-rights-bill - https://www.legislation.gov.uk/ukpga/2025/26/contents - https://www.legislation.gov.uk/ukpga/2019/4/contents

Published: 2026-03-20.

Last reviewed: 2026-08-30.

General summary; not legal advice.