The PRS Ombudsman is one of the most significant structural changes to the private rented sector introduced by the Renters' Rights Act 2025. Currently, tenants who have a non-possession dispute with their landlord — a repair dispute, a harassment complaint, a failure to protect a deposit — face a choice between mediation, a small claims court claim, or escalating to the local authority. The PRS Ombudsman creates a single, independent, and accessible route for all such complaints.
For landlords, the ombudsman creates both risk and opportunity. The risk is that a well-documented complaint can result in a binding order for compensation and remediation. The opportunity is that landlords who maintain good records, respond promptly to complaints, and keep their compliance documents in order are well-positioned to defend against ombudsman complaints successfully.
What is the PRS Ombudsman and what will it do?
The PRS Ombudsman is a new independent body created under the Renters' Rights Act 2025:
- Provide a free, independent dispute resolution service for tenants — an alternative to court for non-possession complaints
- Investigate complaints about landlord conduct: failure to carry out repairs, harassment, illegal eviction, failure to protect deposits, failure to provide prescribed documents, and failure to respond to complaints
- Make binding decisions: the ombudsman can order the landlord to take action, pay compensation, issue an apology, and/or pay investigation costs
- Refer non-compliant landlords to the local authority for enforcement action — including civil penalties and banning orders
- The scheme is free for tenants — funded by landlord annual membership fees (expected to be £50–£150 per property)
Mandatory membership — who must join?
All private landlords in England must join the PRS Ombudsman scheme:
- All private landlords letting residential property in England — no exemptions for small landlords, accidental landlords, or properties let informally
- Landlords using managing agents: the agent may handle registration on the landlord's behalf — confirm with your agent before the scheme launches
- Self-managing landlords must register directly with the scheme
- Local authorities will enforce compliance — a landlord letting without scheme membership will face a civil penalty of up to £5,000
- The government will confirm the approved scheme provider(s) and registration process before the scheme becomes operational — follow the gov.uk Private Rented Sector pages for updates
How tenant complaints will work
The complaint process will follow a standard escalation model:
- Step 1 — Internal complaint: The tenant must first raise the complaint directly with the landlord and allow a reasonable period to respond (typically 8 weeks)
- Step 2 — Escalation to ombudsman: If the landlord does not resolve the complaint within 8 weeks (or the tenant is not satisfied with the response), the tenant can refer the complaint to the ombudsman
- Step 3 — Investigation: The ombudsman will contact the landlord for their response and evidence — respond promptly and provide all relevant documentation
- Step 4 — Determination: The ombudsman issues a determination — the landlord can accept or reject it. If the tenant accepts a determination the landlord rejects, the tenant can pursue the matter in court
- Step 5 — Enforcement: If the landlord accepts a determination but fails to comply, the ombudsman can refer to the local authority
What the ombudsman can order
The PRS Ombudsman's powers will include:
- Requiring the landlord to carry out specified repairs or maintenance within a defined timeframe
- Awarding compensation to the tenant (up to a cap — expected to be £25,000 based on comparable housing ombudsman schemes)
- Requiring the landlord to issue a formal apology
- Requiring the landlord to provide evidence of compliance (e.g. a completed repair, a protected deposit)
- Referring the landlord to the local authority if the complaint reveals a systemic failure — the authority can then consider civil penalties, banning orders, or a Rent Repayment Order
How to prepare for the PRS Ombudsman
Proactive preparation now reduces ombudsman risk significantly:
- Maintain a complete tenancy file — compliance documents (Gas Safety Record, EICR, EPC, How to Rent guide, RRA Information Sheet, deposit certificate) plus all correspondence
- Respond to all maintenance requests in writing within 24 hours of receipt — document every repair request, your response, and the completion date
- Protect deposits within 30 days and serve Prescribed Information within 30 days — deposit complaints are a major ombudsman category
- Have a formal written complaints procedure — even a simple letter or email template acknowledging complaints within 5 working days and promising a full response within 8 weeks
- Keep records of all inspections, including photographs — these are key evidence in repair disputes
- Register with the scheme as soon as registration is open — early registration demonstrates compliance commitment
Frequently asked questions
When will the PRS Ombudsman scheme start?+
The Renters' Rights Act 2025 received Royal Assent and the Act commenced on 1 May 2026. The PRS Ombudsman scheme's operational start date has not yet been confirmed as of May 2026 — the government must designate the approved scheme provider(s) and open registration before the mandatory membership requirement takes effect. Check gov.uk for updates. Landlords should begin preparing their tenancy files and compliance systems now rather than waiting for the scheme to launch.
Does the PRS Ombudsman replace the courts?+
No — the PRS Ombudsman is an alternative dispute resolution route for non-possession complaints, not a replacement for the courts. The courts remain the only route for possession claims (Section 8 proceedings). Tenants can choose between the ombudsman and the courts for non-possession disputes — or can use the ombudsman first and then go to court if unsatisfied with the outcome. The ombudsman is designed to be faster, cheaper, and more accessible than the courts for the most common landlord-tenant disputes.
What happens if I don't join the PRS Ombudsman scheme?+
Letting a residential property in England without being a member of the PRS Ombudsman scheme (once the mandatory membership requirement is in force) is an offence. The local authority can impose a civil penalty of up to £5,000. A non-compliant landlord may also have a possession claim affected if the court finds they are not meeting their statutory obligations. Register as soon as registration opens — the annual fee is expected to be modest.
Can I resolve a complaint before it reaches the ombudsman?+
Yes — and you should try to. The tenant must raise the complaint with you first and allow up to 8 weeks for a response before escalating to the ombudsman. Use this window to investigate the complaint, gather evidence, and propose a resolution. A landlord who responds promptly, acknowledges valid complaints, and proposes a reasonable remedy is far less likely to face an adverse ombudsman determination — even if the complaint ultimately proceeds to investigation.