Handling tenant complaints before they escalate

With a mandatory ombudsman scheme and easier routes to council enforcement, how you handle a complaint now matters as much as whether the underlying issue was your fault.

4 min read · Updated 2 August 2026

Overview

With a mandatory ombudsman scheme and easier routes to council enforcement, how you handle a complaint now matters as much as whether the underlying issue was your fault.

Acknowledge fast

A written acknowledgement within 24 hours with a realistic next step defuses most complaints. Silence turns a repair into a grievance.

Have a written procedure

Set out how to complain, who handles it, response deadlines and the escalation route. Give it to every tenant at the start of the tenancy.

Investigate properly

Visit, photograph, get a professional opinion where needed, and write to the tenant with your findings and plan even if the answer is that no work is required.

Keep the record

Ombudsman and court decisions turn on the paper trail. Store messages, photos and invoices against the tenancy, not in a personal inbox.

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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.