The landlord ombudsman: what landlords need to prepare

The Renters' Rights Act 2025 creates a mandatory ombudsman scheme for private landlords in England. Membership is compulsory, complaints are free for tenants, and the ombudsman can order apologies, remedial action and compensation.

4 min read · Updated 2 August 2026

Overview

What the ombudsman looks at

Complaints about how you handled repairs, communication, deposits and general management. The scheme deals with landlord conduct, not points of law that belong in court.

Evidence is the whole game

Ombudsman decisions turn on what you can show. A dated log of every repair report, your response, the contractor attendance and the completion date will usually resolve a complaint in your favour. An undocumented but genuine response will not.

Have a complaints procedure

Tenants are normally expected to complain to the landlord first. Publish a short written procedure with a response deadline, acknowledge complaints in writing, and keep the correspondence together.

Cost of getting it wrong

Beyond compensation, repeated findings feed into a landlord's record and can attract council attention. Treat the ombudsman as a strong incentive to systematise communication.

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This guide is general information for UK landlords and letting agents, not legal advice. Rules differ across England, Wales, Scotland and Northern Ireland — check your local requirements or take advice before acting.