What is the Private Rented Sector Landlord Ombudsman?
The Renters' Rights Act 2025 will require private landlords to join a landlord ombudsman scheme, so tenants can escalate complaints without going to court. It will follow the landlord register, and the government expects it to be in place in 2028.
Read more in our guide: Selling a portfolio with tenants
Key facts at a glance
| Item | Detail |
|---|---|
| Legal basis | Renters' Rights Act 2025 |
| Who must join | All private landlords in England with assured tenancies, including those who use letting agents |
| Expected start | Membership expected to become mandatory in 2028 |
| Cost to tenants | Free |
| Cost to landlords | A membership fee |
| Possible outcomes | An apology, an explanation, remedial work or compensation |
| Existing redress | Letting and managing agents already have to belong to a redress scheme |
What the Ombudsman Will Do
At present, a private tenant with a complaint about their landlord, rather than their agent, often has nowhere to go except the council or the courts. The Renters' Rights Act 2025 requires a single government-approved ombudsman for private landlords, similar to the Housing Ombudsman for social housing. Tenants will be able to escalate complaints about repairs, conduct and how their tenancy is handled, after first raising them with the landlord. The ombudsman's decisions will be binding on landlords.
How It Is Expected to Work
- The tenant complains to the landlord, who has a set time to respond.
- If the tenant is unhappy, they refer the complaint to the ombudsman free of charge.
- The ombudsman investigates and may try to resolve the complaint informally.
- A decision can require the landlord to apologise, explain, put things right or pay compensation.
- Failing to comply can be enforced through the courts and may be recorded on the landlord database.
The details will be set out in regulations and the scheme rules. Landlords who fail to join can face civil penalties.
How Landlords Can Prepare
- Have a written complaints procedure and give it to tenants.
- Log every repair request and complaint with dates and outcomes.
- Respond in writing and keep copies.
- Agree with any letting agent who handles complaints and how quickly.
These records also help with Awaab's Law, the Decent Homes Standard and buyers' due diligence.
Why It Matters If You Plan to Sell
Buyers will ask about open complaints and any ombudsman decisions, because unresolved disputes can transfer practical problems with the tenancy. For landlords considering an exit, the ombudsman is one of several new layers of regulation arriving between 2026 and 2035. Some prefer to sell the portfolio before these take full effect; others will adapt. Either way, good complaint records support the price.
Official Sources and Further Reading
General information for landlords in England, checked against official sources in October 2026. It is not tax, legal or financial advice: speak to a qualified accountant or solicitor about your own circumstances.
Frequently Asked Questions
The Renters' Rights Act 2025 will require private landlords to join a landlord ombudsman scheme, so tenants can escalate complaints without going to court. It will follow the landlord register, and the government expects it to be in place in 2028.
The government expects membership to become mandatory for private landlords in England in 2028, after the landlord database is in place.
Yes. Membership will be required for all private landlords with assured tenancies, whether or not they use an agent.
Yes. Its decisions are expected to be binding and can include compensation, an apology or putting things right.
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