Private Landlord Ombudsman: a tenant's step-by-step complaint walkthrough (2026)

You have a problem with your private landlord and you want someone independent to look at it. Not a solicitor. Not a court. Something free, something that actually has teeth, and something designed to be accessible without a law degree.

That is exactly what the new Private Rented Sector (PRS) Landlord Ombudsman is for. It is one of the headline tenant protections in the Renters' Rights Act 2025, and for most landlord-related complaints it is the right first move.

This guide walks you through the whole process end to end: what the ombudsman covers, how to trigger the complaint procedure, the eight-week internal complaint you must make first, the evidence you need, the timelines, and what you can expect at the end of it. Three ready-to-use letter templates are included.

England only. We assume you are a private tenant -- renting from an individual, a company, or an estate, not from a council or housing association.

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What the new PRS Landlord Ombudsman is

The Private Rented Sector Landlord Ombudsman is a new independent body created under Phase 2 of the Renters' Rights Act 2025. Its purpose is to resolve disputes between private tenants and private landlords without court action, at no cost to the tenant.

Here is where it stands in 2026:

• Administrator appointed in early 2026 following a government tender process.
• Voluntary membership is open from launch -- landlords can join before the mandatory deadline.
• Mandatory membership for all private landlords in England applies from 2028. After that date, any private landlord who has not joined the scheme and still lets property in England will be committing an offence.
• Complaints about voluntary members are accepted from the moment the service launches.

The decision the ombudsman makes is binding on the landlord -- provided you as the tenant accept it. If the landlord refuses to comply with a binding decision, they face penalties, and ultimately enforcement through the courts. The ombudsman has no jurisdiction to decide the rent level itself -- but for almost everything else a private tenant might complain about, this is the route.

[!info] The PRS Landlord Ombudsman is separate from the property licensing and deposit protection system. It is also separate from the courts. Think of it as a specialist referee whose rulings carry real consequences for landlords.

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Which ombudsman for which type of landlord?

This is probably the most important thing to get right before you do anything else. There are three main bodies, and going to the wrong one wastes time.

Your landlord type	Correct body
Private individual, limited company, estate	PRS Landlord Ombudsman
Housing association, registered social landlord	Housing Ombudsman
Council acting as your landlord (council housing)	Housing Ombudsman
Council acting in its local authority capacity (e.g., Environmental Health failure)	Local Government and Social Care Ombudsman (LGSCO)

A few scenarios worth spelling out:

• Private landlord + problem with the letting agent -- The letting agent falls under the PRS Landlord Ombudsman if the landlord is a member. Some letting agent disputes also go via the Property Ombudsman or Ombudsman Services (Property) depending on the agent's membership. Check which redress scheme the agent is registered with (they are legally required to be registered with one).
• Housing association + repair failure -- Housing Ombudsman is the route, not PRS.
• Council tax or local authority service failure -- LGSCO, not PRS.
• Unlicensed HMO or rogue landlord -- These are also local authority enforcement matters. You can report to the council AND pursue an ombudsman complaint if the landlord is a member; they are not mutually exclusive.

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Stage 0: the eight-week internal complaint (mandatory)

Before the ombudsman will look at your case, you must go through a formal internal complaint process with your landlord. This is the gate. Skip it and the ombudsman will return your complaint.

What a formal internal complaint is

A formal internal complaint is a written complaint -- sent by email, letter, or (ideally) both -- that clearly states:

1. That this is a formal complaint (use the words "formal complaint" in the opening line).
2. What the problem is, described factually and in specific detail.
3. When it started and the relevant dates.
4. What you have already done to try to resolve it informally.
5. What outcome you want.
6. A deadline for their response -- you should allow 8 weeks but you can ask for a response within 14 days as a first step.

Send it to the landlord's email address you normally use for tenancy correspondence. If your landlord uses a letting agent, also send a copy to the agent. Keep the sent copy and any read receipts.

The response window

The landlord has 8 weeks from receipt of your formal complaint to respond. If they respond within that window with a final decision (even one you disagree with), the gate opens immediately -- you do not need to wait out the full 8 weeks.

If 8 weeks pass with no satisfactory resolution, the gate also opens.

[!warning] "Satisfactory resolution" does not mean they have fixed the problem. It means they have given you a formal final response. If they acknowledge the complaint but say they will not do anything, that counts as a final response -- and the gate opens. Do not wait longer than 8 weeks.

What if the landlord ignores the formal complaint?

Keep your evidence that you sent it (email sent folder, read receipt, recorded delivery receipt). The ombudsman will ask you to demonstrate that you made the complaint -- unanswered complaints count. The landlord's failure to engage is itself something the ombudsman can consider.

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Who can complain to the PRS Landlord Ombudsman?

The scheme is open to three groups:

• Current tenants -- you are still living in the property.
• Former tenants -- you have moved out but the issue arose during the tenancy.
• Prospective tenants -- the issue arose before the tenancy began (for example, misleading information in a listing, unlawful pre-tenancy fees, discriminatory refusals).

Time windows

• 12 months from the incident -- this is the outer limit in most cases. If the problem happened more than 12 months ago, the ombudsman may decline to investigate.
• 6 months from the landlord's final response -- if the landlord gave you a formal final response, you have 6 months from that date to refer the complaint to the ombudsman.

[!tip] Do not delay once the gate opens. The 6-month clock from final landlord response is firm. If you miss it, you lose the ombudsman route and must pursue civil or other remedies.

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What the ombudsman covers

The PRS Landlord Ombudsman can investigate complaints about:

• Harassment -- repeated unannounced visits, intimidating communications, threats (explicit or implied), attempts to force you to leave outside a legal process. See our full guide on landlord harassment after a rent challenge for what counts legally.
• Illegal eviction tactics -- changing the locks, removing possessions, switching off utilities to force you out.
• Repairs and maintenance delays -- landlord failing to carry out necessary repairs within a reasonable time after being properly notified. The ombudsman looks at whether the landlord acted reasonably, not just whether the repair was eventually done.
• Deposit handling issues -- not returning the deposit in a timely way, failing to provide written reasons for deductions, deducting amounts that are disproportionate. Note: if you are disputing the amount of money itself, that is a deposit protection scheme dispute (see below).
• Communication breakdown -- landlord persistently failing to respond to correspondence, refusing to engage with reasonable queries.
• Retaliation after a rent challenge -- if you challenged a rent increase (for example, using RentSOS to analyse and submit a Form 4A, or applying to the First-tier Tribunal) and the landlord subsequently changed their behaviour towards you, that retaliation is something the ombudsman can consider.
• Lettings practice -- misleading advertising, unlawful fees, failure to provide mandatory information (Gas Safety Certificate, EPC, How to Rent guide, deposit protection details), discriminatory treatment.
• Charges and fees -- attempting to charge tenants for things that are prohibited under the Tenant Fees Act 2019.

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What the ombudsman does NOT cover

Knowing what is out of scope saves you time and directs you to the right remedy.

Issue	Where it goes instead
The rent level itself -- you think the rent is too high	First-tier Tribunal (Property Chamber) -- use RentSOS to analyse and challenge
The deposit money itself -- disputing how much you are owed	Your deposit protection scheme's dispute service (DPS, mydeposits, or TDS)
Criminal landlord behaviour -- assault, threats meeting the criminal threshold	Police (101 or 999 in emergencies), also local council Housing Standards
Eviction -- challenging a Section 8 notice or possession order	County court, with independent legal advice
Disrepair causing personal injury	Civil courts (potential personal injury claim)
Local authority failure -- e.g., Environmental Health inaction	Local Government and Social Care Ombudsman

[!info] These routes are not mutually exclusive. You can pursue a deposit scheme dispute AND an ombudsman complaint about the landlord's communication during the deposit process at the same time. You can report criminal behaviour to the police AND bring an ombudsman complaint about the same landlord's harassment if they are a member. Check whether routes overlap before choosing just one.

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Step-by-step complaint process

Step 1 -- Make the formal internal complaint (stage 0)

Write and send your formal complaint using the template in the next section. Date it. Keep the sent copy.

Step 2 -- Wait up to 8 weeks

Wait for the landlord's formal final response, or for 8 weeks to pass without a satisfactory resolution. During this period, gather your evidence (see evidence section below).

Step 3 -- Gather and organise your evidence

Before submitting to the ombudsman, prepare your evidence bundle. Ombudsman investigators work from documents -- the stronger your paper trail, the clearer the picture.

Step 4 -- Submit the ombudsman complaint

Go to the PRS Landlord Ombudsman's website (check gov.uk for the official URL once the service launches). Complete the online complaint form. You will need to:

• Confirm that you have made a formal complaint to the landlord.
• Confirm the date of the complaint and whether you received a response.
• Upload or attach your evidence.
• Describe the complaint clearly and factually.
• State what outcome you are seeking.

There is no fee for tenants.

Step 5 -- Acceptance and initial review

The ombudsman will assess whether your complaint is within their jurisdiction and whether the pre-conditions have been met (formal complaint, 8-week window). This typically takes 2 to 4 weeks.

If accepted: you receive confirmation and a case reference. If not accepted: you receive a letter explaining why, which may include which body you should contact instead.

Step 6 -- Investigation

Once accepted, an investigator is assigned. They will:

• Contact the landlord and request their response.
• Review the evidence from both sides.
• May request additional documents or a written statement from you.
• May inspect the property in serious cases (though most investigations are desk-based).

Investigations typically take 12 to 16 weeks from acceptance. Complex cases may take longer.

Step 7 -- Provisional decision

The ombudsman issues a provisional decision and gives both parties the opportunity to comment on factual errors before the final decision is issued.

Step 8 -- Final decision

The ombudsman issues a final binding decision. You have a set period (typically 28 days) to accept or reject the decision.

• If you accept: the decision is binding on the landlord, who must comply within the specified timeframe.
• If you reject: you can pursue other routes (civil claim, etc.) but you cannot return to the ombudsman for the same issue.

[!tip] Read the decision carefully before accepting. If the financial award is lower than you hoped but the repair order is what you actually needed, accepting still achieves the key outcome. You can always pursue the financial element separately in the county court if you have strong grounds.

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Three templates

Template 1 -- Initial formal complaint to landlord

Subject: Formal complaint -- [brief description of issue]

Dear [Landlord's name / Property Manager's name],

I am writing to raise a formal complaint regarding [brief description -- e.g., the outstanding repair to the boiler at [property address]].

The complaint [Set out the issue clearly. Include: what the problem is, when it started, what you have already done to raise it informally, and what has happened since. Be factual and specific -- dates, what was said, what was promised.]

What I am asking you to do [State clearly what you want -- e.g., carry out the repair within 14 days; return the full deposit; provide a written explanation for the deduction; cease the behaviour described above.]

Please treat this as a formal complaint under your complaints procedure. I would be grateful for a written response within 14 days. If I do not receive a satisfactory response within eight weeks of the date of this letter, I will refer this matter to the Private Rented Sector Landlord Ombudsman.

Yours sincerely, [Your name] [Your address] [Date]

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Template 2 -- Chase after 4 weeks of no response

Subject: Formal complaint [reference / date of original complaint] -- chasing response

Dear [Landlord's name / Property Manager's name],

I wrote to you on [date of original complaint] raising a formal complaint about [brief description]. I have not yet received a response.

I am writing to chase that response and to confirm that I still expect a reply. My original request for a response within 14 days has now passed. Under the Private Rented Sector Landlord Ombudsman process, I am required to give you eight weeks from the date of my original complaint before I can refer this matter externally.

If I do not receive a response by [date -- 8 weeks from original complaint], I will proceed to submit a complaint to the PRS Landlord Ombudsman without further notice.

Please acknowledge receipt of this message.

Yours sincerely, [Your name] [Date]

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Template 3 -- Ombudsman complaint cover letter

PRS Landlord Ombudsman -- Tenant Complaint Submission

Tenant name: [Your name] Property address: [Address] Landlord name: [Name] Date of formal complaint to landlord: [Date] Date of landlord's final response (or confirmation that 8 weeks have elapsed): [Date]

Summary of complaint I am a [current / former] tenant at the above address. I am submitting this complaint following the completion of the internal complaint process.

[Describe the complaint in plain factual terms -- what happened, when, what you tried to do about it, and how the landlord responded or failed to respond. Aim for 3-5 short paragraphs. Attach all evidence as numbered exhibits.]

Outcome sought I am asking the ombudsman to: [e.g., award compensation of £[amount] for the repair delay; order the landlord to carry out the repair within 30 days; require the landlord to provide a written apology; review their complaint handling procedure.]

Documents attached

• Exhibit 1: Copy of formal complaint dated [date]
• Exhibit 2: Landlord response dated [date] / confirmation of 8-week elapsed period
• Exhibit 3: [Photos, correspondence, repair log, diary extracts, etc.]

I confirm that the information in this complaint is accurate to the best of my knowledge.

[Signature / name / date]

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Evidence to gather

Start collecting evidence from the moment you decide to complain. The ombudsman works from documents, not impressions.

Correspondence chain Every email, text message, WhatsApp, and letter between you and the landlord (or their agent) relating to the issue. Screenshot texts and WhatsApps. Export email threads as PDFs if possible. Note that the full chain matters -- including any messages where you tried to resolve the issue informally before the formal complaint.

Dated diary entries A running log of events in chronological order: what happened, when, who was present, what was said. Write entries at the time (or as soon as possible after) -- a diary written retrospectively in one sitting carries less weight than entries made as events unfolded.

Photographs and video Timestamped photos of the problem (damp, disrepair, damage, changed locks, anything visual). For repair issues, photograph the defect at the start, at intervals, and once (if) fixed.

Repair logs Dates you reported repairs, how you reported them (email reference or screenshot), any responses you received, dates any tradespeople attended, what they did or said.

Witness statements If a neighbour, friend, or family member witnessed relevant events (a landlord's visit, a conversation, a hazard in the property), ask them for a brief written statement with their name, contact details, and what they witnessed. Signed and dated.

Tenancy documents Your tenancy agreement (all pages), deposit protection certificate and prescribed information, gas safety certificates, EPC, any inspection reports, inventory, and any letters or documents the landlord is required to provide. These establish the baseline obligations.

Financial records If you are seeking compensation for costs -- e.g., you had to stay in a hotel due to a boiler failure, or you paid for a repair the landlord refused to do -- keep receipts and bank statements.

[!tip] Create a folder (physical or digital) specifically for the complaint and store everything in it from day one. Ombudsman investigators deal with large volumes of complaints -- a well-organised, clearly labelled evidence bundle makes it easier for them to follow your case, which is in your interest.

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Timelines summary

Stage	Typical duration
Internal complaint to landlord	Up to 8 weeks
Ombudsman acceptance review	2 to 4 weeks
Investigation	12 to 16 weeks
Provisional decision + comment period	2 to 4 weeks
Final decision	Within days of comment period closing
Total (rough guide)	5 to 8 months from formal landlord complaint

These are indicative timelines. Complex cases, cases requiring property inspection, or cases where the landlord delays their response to the ombudsman can take longer. You can ask for an update from the ombudsman once accepted -- most services aim to give regular progress communications.

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What "binding resolution" actually means

A binding decision from the ombudsman is not just a recommendation. If you accept it, the landlord must comply -- and if they do not, the ombudsman can escalate enforcement. Outcomes can include:

Financial awards

The ombudsman can order the landlord to pay you compensation. The range in practice:

• £100 to £500 -- minor failings, poor communication, modest delays, limited impact.
• £500 to £2,000 -- moderate cases: repair delays causing real inconvenience, harassment on the lower end of the scale, deposit handling failures.
• £2,000 to £5,000+ -- serious or sustained cases: prolonged disrepair affecting health, sustained harassment, illegal eviction tactics, serious lettings practice failures.

The statutory maximum is set in regulations -- check the PRS Landlord Ombudsman's published scheme rules for the current figure once the service launches.

[!warning] Never assume what your award will be. The ombudsman assesses each case individually based on impact on the tenant, landlord culpability, and whether the landlord tried to put things right before the complaint was escalated. Awards at the upper end typically involve serious harm, sustained behaviour, or significant landlord bad faith.

Repair or action orders

The landlord can be ordered to carry out a specific repair or action by a specific date. This is often more valuable than a financial award -- if you want the boiler fixed, a repair order achieves that directly.

Written apology

A formal, written apology from the landlord, acknowledged in the ombudsman's decision. Some tenants find this resolution more meaningful than financial compensation.

Lettings practice changes

For systemic issues -- a landlord whose process for handling complaints, deposit returns, or property inspections is not fit for purpose -- the ombudsman can require them to change the practice itself. This protects future tenants as well as resolving the current complaint.

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Escalation if you reject the decision or it does not resolve matters

Civil claim in the county court

If you reject the ombudsman's award because it is too low, or if the issue involves money (unpaid deposit deductions, costs you incurred) that the ombudsman's jurisdiction does not fully address, you can bring a civil claim. Note that the court will see the ombudsman's decision -- a finding in your favour from the ombudsman strengthens your position.

Judicial review

If you believe the ombudsman made a procedural error (applied the wrong test, failed to consider evidence, acted with bias), judicial review of the ombudsman's process is available in the High Court. It is rare, expensive, and appropriate only in cases involving significant sums or serious principle. You would need a solicitor.

Criminal report

If the landlord's behaviour crosses into criminal territory -- illegal eviction (a criminal offence under the Protection from Eviction Act 1977), harassment rising to the criminal threshold, fraud -- this is a police matter, not an ombudsman matter. You can report to the police AND to the ombudsman simultaneously; they are separate processes. Your local council's Housing Standards or tenancy relations team can also investigate illegal eviction and take action independently.

Local council enforcement

Councils have enforcement powers over private landlords independent of the ombudsman: Housing Health and Safety Rating System (HHSRS) inspections, improvement notices, prohibition orders, civil penalties, and prosecution. If your repair complaint involves a hazard category A or B under HHSRS (e.g., damp and mould, inadequate heating, structural danger), report to the council's Environmental Health team in parallel with the ombudsman process.

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If your landlord challenged your rent and you are here

If you are reading this because you challenged a rent increase using a Form 4A or applied to the First-tier Tribunal, and your landlord's behaviour changed after that challenge, the ombudsman is not the only route available to you.

That situation -- retaliation after a rent challenge -- has specific protections under the Renters' Rights Act 2025. The ombudsman can hear a complaint about the change in behaviour. But the full picture of what tools you have is set out in our post on landlord harassment after a tenant challenge, which covers retaliatory eviction, Rent Repayment Orders, and the specific evidence protocol for that scenario.

The ombudsman complaint and a harassment report to the council are not either/or choices. If the landlord's behaviour after your rent challenge is serious, pursue both.

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Summary: the ombudsman in one page

• Free for tenants, binding on members.
• Covers harassment, repairs, deposit handling, retaliation, lettings practice, communication failure.
• Does not cover the rent level, the deposit amount, criminal behaviour, or eviction.
• Gate: formal written complaint to landlord → 8 weeks (or final response) → then submit.
• Timelines: roughly 5 to 8 months from formal complaint to final decision.
• Awards: £100 to £5,000+ depending on severity; also repair orders, apologies, practice changes.
• Mandatory from 2028 -- but voluntary members can be complained about from launch.

If you are not sure whether your situation qualifies, write the formal complaint to your landlord first regardless. It costs you nothing, it opens the gate if you need it, and it signals to the landlord that you are taking this seriously. Many complaints are resolved at stage 0 without ever going further.