What is the PRS Ombudsman?
The Private Rented Sector (PRS) Ombudsman is a new independent body created by the Renters' Rights Act 2026. Its purpose is to provide tenants with a free, accessible route to resolve disputes with their landlord without going to court.
Previously, tenants in the private rented sector had very limited options when things went wrong — small claims court for deposit disputes, environmental health for disrepair, and little else. The PRS Ombudsman fills this gap by providing an independent decision-maker who can investigate complaints and require landlords to take action.
Letting agents were already required to belong to a redress scheme; the 2026 Act extends this requirement to landlords themselves.
Who must register?
Every private landlord in England who lets residential property must register with the PRS Ombudsman. There are no exceptions based on portfolio size — a landlord with a single property has the same obligation as one with a hundred.
Registration is not optional and not free — there is a registration fee, though the level is set to be reasonable for small landlords. Landlords who fail to register face civil penalties of up to £40,000.
Landlords should also note that tenants can check whether their landlord is registered. If you are a tenant and your landlord is not registered, you can report this to your local council, which has enforcement powers.
What complaints can tenants raise?
Tenants can bring complaints to the PRS Ombudsman about a wide range of issues, including: failure to carry out repairs within a reasonable time, problems with returning a deposit, poor communication or failure to respond, unlawful eviction attempts, breach of the tenancy agreement, and discrimination.
Before taking a complaint to the Ombudsman, you must first attempt to resolve it with your landlord directly. The Ombudsman is a complaints resolution service of last resort — it deals with disputes that could not be resolved through direct communication. Keep a record of all your attempts to contact your landlord and their responses (or lack of them).
What can the Ombudsman do?
If the Ombudsman upholds a complaint, it can require the landlord to: pay financial compensation to the tenant, carry out repairs or maintenance, change their policies or practices, and provide a written apology.
The Ombudsman's decisions are binding on registered landlords. A landlord who refuses to comply with a decision faces further penalties and may be removed from the register, which would itself constitute a criminal offence.
How landlords should prepare
The most important step for landlords is to register with the PRS Ombudsman immediately if you have not done so already. The deadline for existing landlords was 1 May 2026. If you have not registered, do so now and check your registration compliance item in your Tenant Rights dashboard.
Beyond registration, maintain good records of all tenant communication, repair requests, and actions taken. If a complaint is ever raised against you, documentation showing prompt, professional responses is your best defence.