Got a problem with your landlord? How to complain properly before the Ombudsman arrives
One of the most significant changes introduced by the Renters’ Rights Act 2025 has received less attention than the abolition of Section 21 or the switch to periodic tenancies, but it will matter to a great many tenants when it arrives. The Act establishes a mandatory Private Rented Sector Ombudsman, a free, independent dispute resolution service that all private landlords in England will be required to join, and whose decisions will be legally binding. The Ombudsman can order landlords to apologise, carry out repairs, and pay compensation of up to £25,000.
The PRS Ombudsman is not yet operational. Based on the government’s implementation roadmap, mandatory landlord membership is expected from 2028, following the phased rollout of the PRS Database that begins in late 2026. This means that tenants with problems right now are not yet able to use the Ombudsman route.
What they can do is complain in a way that is both effective now and correctly structured for when the Ombudsman does open. Ombudsman services in every sector require complainants to have first raised the matter formally with the organisation they are complaining about and given it a reasonable opportunity to respond. The PRS Ombudsman is expected to operate on the same basis. Tenants who are complaining properly now are building the record that would support a future Ombudsman referral, as well as maximising their chances of resolution in the meantime.
How to complain effectively right now
The starting point for any complaint about a landlord is a written communication addressed to the landlord or their managing agent. Email or letter is best, as it creates a clear, formal record. A complaint made only in conversation is much harder to rely on if the dispute escalates. State clearly what the problem is, when it first arose, what you have already done to raise it informally, and what specific outcome you are requesting. Set a reasonable response deadline, typically 14 to 28 days depending on the urgency of the matter.
Keep copies of everything. This includes your initial complaint, any response from the landlord, and any further exchanges. Photographs of a disrepair issue, dated and saved, support your position far more effectively than a verbal description of it. A clear, documented trail of what was reported, when, and how the landlord responded is the foundation of any escalation route.
What to do if the landlord does not respond
If the landlord or agent does not respond within the timeframe you have set, or responds but does not address the issue adequately, there are several routes available.
For issues involving property condition, health and safety hazards, or disrepair that affects habitability, the local council’s environmental health department has statutory powers to inspect the property and issue improvement notices requiring the landlord to carry out works within a defined timeframe. This is an enforceable route that does not require the tenant to fund legal action and is available now.
Where the complaint is about the letting agent rather than the landlord directly, letting agents are already required to be members of a government-approved redress scheme. The two approved schemes are The Property Ombudsman and the Property Redress Scheme. A complaint about the agent’s conduct can be submitted to the scheme they belong to. The relevant scheme should be stated in the agent’s terms and on their correspondence.
For deposit disputes at the end of a tenancy, the tenancy deposit scheme in which your deposit is protected offers a free adjudication service. Neither party needs to go to court.
For a rent increase you consider above market rate, you can refer it to the First-tier Tribunal (Property Chamber) before the proposed start date, at no cost.
Citizens Advice and Shelter both provide free guidance for private tenants navigating disputes, including practical advice on what correspondence to send and which route is most appropriate for specific circumstances.
Why doing this properly matters beyond the immediate dispute
When the PRS Ombudsman opens, tenants are expected to need to show that they have followed a formal complaints process with the landlord before the Ombudsman will accept a referral. The complaint must have been clearly made, the landlord must have had a reasonable opportunity to resolve it, and the response, or the absence of one, must be documented. Tenants who have already learned to complain in this way are in the strongest possible position from day one of the Ombudsman’s operation.
The complaints infrastructure for private tenants in England is in the process of becoming materially stronger. The habits that serve tenants best in the current period are the same ones that will allow them to use the new system effectively when it arrives.
Need advice on a rental issue? Our lettings team is here to help