Tenant right
Free access to the PRS Ombudsman
Every private landlord must register with the new Private Rented Sector Ombudsman. If they break the rules, you can escalate for free.
What the Ombudsman does
The Private Rented Sector Ombudsman is an independent body that investigates complaints from tenants about their landlords. It can require landlords to apologise, take remedial action, or pay compensation. It is free for tenants to use.
Mandatory registration
All private landlords in England must register with the Ombudsman under the Renters' Rights Act 2026. Registration is rolling out regionally through 2026. Landlords who fail to register face fines of up to £40,000.
How to make a complaint
You must first raise the issue directly with your landlord and allow them a reasonable time to respond (typically 8 weeks). If they do not resolve it, you can refer the complaint to the Ombudsman. Keep records of all correspondence.
What it can and cannot do
The Ombudsman handles disputes about repairs, deposits, communication, and landlord conduct. It cannot deal with rent disputes (those go to the First-Tier Tribunal) or eviction proceedings (those are handled by the courts).
Official sources
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