The PRS Landlord Ombudsman: what it is and when
Short answer. The Renters' Rights Act 2025 creates a mandatory redress scheme for private landlords in England, known as the PRS Landlord Ombudsman. Tenants will be able to take complaints about their landlord to the ombudsman, which can require the landlord to apologise, take action or pay compensation. Membership will be mandatory for private landlords, including those who self-manage. The government roadmap expects mandatory landlord membership in 2028. Landlords will pay a fee, but the amount has not been set and no operator had been formally designated when we checked. Claims that landlords must join in 2026 do not match the government roadmap.
Letting agents have had to belong to a redress scheme for years. Landlords have not. The Renters' Rights Act 2025 changes that. A PRS Landlord Ombudsman will handle tenant complaints, and every private landlord will have to join.
The detail is still being set. This guide covers what is known and what is not.
What the ombudsman is
An ombudsman is an independent body that resolves complaints without going to court. The Act sets up landlord redress schemes in sections 64 onwards. The government has said a single PRS Landlord Ombudsman will run the scheme.
Tenants will be able to complain about a landlord's actions or failure to act, for example slow repairs or poor handling of a complaint. The government has said the ombudsman will be able to require landlords to take steps to put things right, which may include apologising, providing information, taking remedial action or paying compensation. The final powers and limits will be set out in the scheme rules.
When it starts
The government's implementation roadmap, published on 13 November 2025, places the ombudsman in Phase 2 alongside the database. It says mandatory landlord membership is expected in 2028. The earlier gov.uk guide said it would launch as soon as possible and that landlords would be told their sign-up deadline.
Some websites say landlords must join in 2026. We have not found a government source for that. When we checked, no operator had been formally designated and no fee had been announced. Check gov.uk for updates.
Who must join
The roadmap says the scheme will be mandatory for private landlords. That includes landlords who self-manage and those who use an agent. Using an agent who belongs to an agent redress scheme does not cover the landlord's own membership. The roadmap and gov.uk guide indicate that landlords who fail to join will face enforcement, with details to be set out before launch.
What it will cost
The roadmap says landlords will fund the service through a charging model to be confirmed closer to launch. The older gov.uk guide said an annual fee per property is expected. No figure has been published. PlutoHome will add it to your cost forecast once it is confirmed. Do not budget on figures you see in adverts or blogs until the government publishes one.
How to prepare now
You do not need to join anything yet. You can make complaints less likely, and easier to handle when they happen:
- Write a complaints process. One page. How tenants report, how fast you reply, how you escalate.
- Log every repair request with dates, what you did and when.
- Keep certificates current. Gas, electrical and EPC evidence is the first thing any adjudicator will ask for.
- Deal with damp and mould quickly. It is a common complaint, and Awaab's Law is due to be extended to private rentals.
- Keep communications in writing, or follow up calls with an email.
If you use a letting agent
Many landlords with 5 to 50 properties self-manage some homes and use an agent for others. Agents already have to belong to a redress scheme for their own work. That does not cover you as the landlord. When the landlord scheme starts, expect to need membership whether or not you use an agent. Check your agency agreement for who handles complaints, and make sure your agent tells you about any complaint quickly. If a complaint about a managed property reaches the ombudsman, you will want to see the full history.
How it links to the database
The database and the ombudsman are designed to work together. The database tells councils and tenants who the landlord is. The ombudsman gives tenants somewhere to go. Councils will be able to see which landlords are registered, and the government intends membership to be checked. Getting your database entry right in your regional window is the first step. See our database guide.
Questions
When will landlords have to join the ombudsman?
The government roadmap expects mandatory membership in 2028. A sign-up deadline will be announced.
Is membership compulsory?
Yes. The roadmap says the scheme will be mandatory for private landlords.
How much will it cost?
Not yet known. The government says landlords will pay through a charging model to be confirmed closer to launch.
My agent is already in a redress scheme. Am I covered?
No. Agent schemes cover the agent. The new scheme is for landlords.
What can the ombudsman make me do?
The government has said it will be able to require landlords to put things right, which may include an apology, information, remedial action or compensation. Final powers will be in the scheme rules.
Do I need to do anything now?
Not to join. But a written complaints process and a repairs log will help when the scheme starts.
Does the ombudsman replace the courts?
No. It gives tenants a route to resolve complaints without going to court. Possession claims and other legal disputes still go through the courts or tribunal.