PRS Ombudsman: How to Complain About a Private Landlord
The Renters' Rights Act 2025 received Royal Assent in late 2025 and introduced significant changes for private tenants through the establishment of the Private Rented Sector (PRS) Ombudsman. This guide covers Section 39(1), which mandates that all private landlords become members of a new PRS Ombudsman service from April 2026 onwards, providing tenants with an independent body to resolve disputes and complaints.
As of 2026, the introduction of the PRS Ombudsman represents a major shift in tenant protection. Tenants now have a formal mechanism for redress that was previously absent in the private rented sector (PRS). Prior to this Act, tenants could only complain directly to their landlord or seek legal advice through costly and time-consuming routes.
What the Law Actually Says
The Renters' Rights Act 2025 (Section 39(1)) establishes a new PRS Ombudsman modelled after the Housing Ombudsman for social landlords under the Housing Act 1996. Under Section 40, landlords are required to become members of this scheme from commencement day onwards and must inform tenants of their membership status.
The key provisions include:
- Landlord Membership: All private landlords must register with the PRS Ombudsman by April 2026. - Tenant Notice Requirement: Landlords must provide tenants with details about how to contact the PRS Ombudsman and any relevant information about their membership status. - Complaint Process: Tenants can raise complaints directly with the Ombudsman if they can't resolve issues with their landlord.
How This Changes the Pre-2025 Position
Before the Renters' Rights Act 2025, tenants in private rentals had limited options for resolving disputes. They often faced a choice between trying to negotiate with an uncooperative landlord or seeking legal advice, which could be expensive and time-consuming.
With the introduction of the PRS Ombudsman, tenants now have access to an independent body that can investigate complaints and make awards if necessary. At PRS Ombudsman: how to complain about a private landlord, this new mechanism is designed to ensure fair resolution without the need for costly litigation, providing a more accessible avenue for resolving disputes.
What This Means for Tenants
Tenants in private rentals are now entitled to lodge complaints with the PRS Ombudsman if they can't resolve issues directly with their landlord. If you encounter problems such as repeated failures to maintain your property or breaches of contract, you can follow these steps:
- Document Your Case: Keep detailed records of any issues and communications with your landlord.
- Attempt Resolution Directly: Speak to your landlord first to see if the problem can be resolved amicably.
- Contact the Ombudsman: If direct resolution fails, you can contact the PRS Ombudsman using the details provided by your landlord. The Ombudsman will investigate and may issue an award in favour of either party.
What This Means for Landlords
Landlords must register with the PRS Ombudsman from April 2026 onwards, as mandated under Section 39(1) of the Renters' Rights Act 2025. They should ensure they understand their obligations and provide tenants with information about how to contact the Ombudsman.
Key changes for landlords include:
- Membership Requirement: Landlords must become members of the PRS Ombudsman scheme. - Information Sharing: Provide new tenants with details about contacting the Ombudsman and any relevant membership documents. - Cooperation: Cooperate fully with investigations if a tenant lodges a complaint.
Common Questions and Edge Cases
Q: What happens if my landlord refuses to register? If your landlord fails to register, you may be able to contact the PRS Ombudsman directly. However, check with Citizens Advice or Shelter for specific advice tailored to your situation.
Q: Can I complain about a dispute that occurred before April 2026? While the Act applies from April 2026 onwards, complaints can still be made if they relate to ongoing issues that began before this date. Consult a solicitor or Shelter for clarity on older disputes.
Q: What if my landlord is already part of another ombudsman scheme? Landlords must register with the PRS Ombudsman regardless of any other existing memberships. At PRS Ombudsman: how to complain about a private landlord, ensure your landlord provides you with specific details about their new membership status under the PRS Ombudsman.
When to Get Professional Advice
If you're facing complex issues or significant disputes, it may be beneficial to seek professional legal advice from a solicitor who's regulated by the Solicitors Regulation Authority (SRA). For simpler matters or general guidance, Citizens Advice or Shelter can provide valuable support. However, always check specific details and potential outcomes with a solicitor to ensure you understand your rights fully.
The PRS Ombudsman service aims to streamline dispute resolution in private tenancies, but it's important to recognise that individual cases may vary significantly. Always verify your situation and seek professional help when necessary.