Compliance20 February 20261 min read
The PRS Landlord Ombudsman: What to Expect and How to Prepare
Membership of the Private Rented Sector Landlord Ombudsman will be mandatory. Here's what the scheme covers, how complaints work, and what landlords should do now.
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ResolvPoint Team
The Renters' Rights Act 2025 establishes a mandatory ombudsman scheme for private landlords.
What Is the PRS Ombudsman?
The PRS Ombudsman is an independent dispute resolution service that tenants can escalate complaints to when they've been unable to resolve issues directly with their landlord.
What Complaints Can Be Escalated?
Tenants can escalate complaints covering repairs and maintenance, damp, mould, and hazards, landlord conduct, service quality, and rent and charges.
The Complaints Process
- 1Tenant complains to landlord — the tenant must first raise the issue directly.
- 2Landlord's internal process — the tenant should exhaust it.
- 3Escalation to Ombudsman — if still dissatisfied.
- 4Investigation — the Ombudsman reviews evidence from both sides.
- 5Determination — binding determination with remedies.
How to Prepare
- 1Create an Internal Complaints Procedure.
- 2Keep Meticulous Records.
- 3Respond Promptly and Professionally.
- 4Use a Compliance Platform like ResolvPoint.
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