Handling Tenant Complaints Under the Renters' Rights Act: The New PRS Ombudsman Process

Tenant Complaints Are Now a Formal Process — And That Is a Good Thing

From 1 May 2026, every private landlord in England must be a member of the PRS Ombudsman scheme. That means your tenants will have a clear, independent route to escalate complaints if they feel you have not resolved them fairly.

For landlords who already handle issues responsibly, this changes very little in practice. The government's guidance on private renting outlines tenants' rights, and the ombudsman formalises the complaint process — and understanding exactly how it works puts you in a much stronger position if a complaint is ever escalated against you.

This guide walks through the full complaint lifecycle, explains what the ombudsman can order, and sets out a practical internal complaints procedure you can adopt today.

The landlords who come through ombudsman investigations well are not the ones who never receive complaints — they are the ones who handle complaints promptly, fairly, and with a clear paper trail.

The Complaint Lifecycle: Four Stages You Need to Understand

The PRS Ombudsman process follows a structured lifecycle. Knowing each stage helps you respond appropriately and avoid escalation where possible.

Stage 1: Tenant Raises a Complaint With You

Every complaint starts here. Your tenant contacts you — by email, letter, phone, or message — to raise an issue. This could be anything from a delayed repair to a disagreement about a deposit deduction.

At this point, the complaint is entirely in your hands. How you respond in the first 48 hours sets the tone for everything that follows.

What you should do:

• Acknowledge the complaint within 48 hours, in writing
• Confirm you are looking into the matter and provide a timeline for your full response
• Do not dismiss the complaint or become defensive, even if you believe it is unfounded

Stage 2: You Have 8 Weeks to Respond and Resolve

Once a complaint has been raised, you have an 8-week window to investigate, respond, and — where possible — resolve the issue. This is your opportunity to put things right before the ombudsman becomes involved.

During this period, you should:

• Investigate the complaint thoroughly — check your records, inspect the property if necessary, and gather relevant evidence
• Provide a written response setting out your findings, what action you will take (if any), and your reasoning
• If the complaint involves repairs, arrange for the work to be assessed and scheduled
• If you cannot resolve the issue within 8 weeks, write to the tenant explaining why and providing a revised timeline

Stage 3: Tenant Escalates to the PRS Ombudsman

If the tenant is dissatisfied with your response — or if you fail to respond within 8 weeks — they can escalate the complaint to the PRS Ombudsman at no cost to themselves.

The tenant submits a complaint form to the ombudsman, providing details of the issue and the steps they have already taken to resolve it with you. The ombudsman will then assess whether the complaint falls within its jurisdiction.

You will be notified that a complaint has been escalated and asked to provide your account of events, along with supporting evidence and records. This is where your documentation becomes critical.

Stage 4: Ombudsman Investigates and Issues a Decision

The ombudsman assigns an investigator who will review all evidence from both sides. They will consider whether you acted reasonably, in accordance with your legal obligations, and in line with good management practice.

The investigator may request additional information from you. You are required to cooperate — failure to engage with the process can result in an adverse finding based solely on the evidence available.

The ombudsman then issues a written decision, which is binding on you as the landlord.

What the Ombudsman Can Order

If a complaint is upheld, the PRS Ombudsman has a range of remedies at its disposal:

• A formal apology — you may be directed to apologise to the tenant in writing
• Repairs or specific actions — the ombudsman can order you to complete outstanding repairs, improve communication procedures, or rectify specific failings
• Compensation — the ombudsman can order financial compensation for distress, inconvenience, or financial loss, typically up to £25,000 in the most serious cases
• Changes to management practices — recommendations aimed at preventing similar complaints in future, such as updating your complaints procedure or improving your record-keeping

Most compensation awards for minor to moderate service failures fall in the £100 to £1,500 range. Awards above £5,000 are reserved for serious, persistent, or systemic failings. The £25,000 upper limit exists for exceptional circumstances involving significant harm or prolonged neglect.

An ombudsman investigation is not a court case. It is an assessment of whether you acted fairly and reasonably. Landlords who can demonstrate a considered, documented response to complaints rarely face significant adverse findings.

Common Complaint Categories

Understanding what tenants most commonly complain about helps you address potential issues before they escalate. The most frequent complaint categories are:

Repairs and maintenance — by far the most common. Delays in responding to repair requests, failure to address damp and mould, or poor-quality repair work. Keep records of every repair request, your response time, and the outcome.

Deposit disputes — disagreements over deductions at the end of a tenancy. Detailed check-in and check-out inventories with photographs are your best protection here.

Harassment or unreasonable conduct — tenants may complain about excessive contact, threatening language, or pressure to leave the property. Always communicate professionally and in writing.

Entry without proper notice — entering the property without giving adequate notice (at least 24 hours) or without the tenant's consent. Keep a record of every visit, including the notice given.

Service charges and fees — disputes about charges levied during or at the end of a tenancy. The Renters' Rights Act has tightened the rules on what landlords can charge, so ensure your fees are compliant.

How to Handle Complaints Well: A Practical Internal Procedure

You do not need a complex system. What you need is a consistent, documented process. Here is a straightforward complaints procedure you can adopt:

Step 1: Acknowledge (Within 48 Hours)

When a complaint is received, send a written acknowledgement. A brief email is sufficient:

"Thank you for raising this with me. I have received your complaint regarding [subject] and will investigate and provide a full written response within [14/21] days."

Step 2: Investigate (Days 2–14)

Gather the facts. Review your records, inspect the property if relevant, speak to any contractors involved, and check your legal obligations. Do not rush to a conclusion — take the time to understand the issue properly.

Step 3: Respond in Writing (Within 14–21 Days)

Provide a full written response that includes:

• A summary of the complaint as you understand it
• What you found during your investigation
• What action you will take, with timescales — or an explanation of why you believe no action is required
• Information about how the tenant can escalate to the PRS Ombudsman if they remain dissatisfied

Step 4: Follow Through

If you have committed to taking action, do it within the timescale you stated. Document the completion of any work or steps taken. Follow up with the tenant to confirm the matter is resolved.

Step 5: Close and File

Once resolved, file all correspondence, evidence, and records related to the complaint. You will need these if the complaint is escalated or if a similar issue arises in future.

Record-Keeping: Your Most Important Protection

In an ombudsman investigation, the landlord who can produce clear, contemporaneous records has an enormous advantage. If you said you responded within 48 hours but cannot prove it, the ombudsman may accept the tenant's version of events instead.

What to Document

• Every complaint received and your written acknowledgement
• All communications with the tenant — emails, letters, and notes of phone conversations (with date, time, and summary)
• Repair requests, contractor quotes, invoices, and completion records
• Property inspection reports with dated photographs
• Compliance certificates — gas safety, electrical safety, EPC, and smoke and CO alarms
• Copies of notices served and tenancy agreements

How Long to Keep Records

Retain all complaint-related records for at least six years after the tenancy ends. This covers the standard limitation period for most civil claims in England under the Limitation Act 1980 and ensures you have evidence available if a historic complaint is referenced in future proceedings.

For compliance certificates and safety records, keep them for the duration of the tenancy plus six years.

Digital vs Paper

Digital records are preferable. They are easier to search, harder to lose, and simpler to provide to an ombudsman investigator. Use a dedicated email address for tenant communications, save documents in clearly labelled folders by property and tenant, and back up your files regularly.

If you receive paper correspondence, scan it and store the digital copy alongside your other records.

What Happens If You Ignore a Complaint

Ignoring a tenant complaint does not make it go away — it makes it worse. Here is the escalation path if you fail to engage:

1. The tenant escalates to the PRS Ombudsman after 8 weeks — the ombudsman will proceed with or without your participation
2. The ombudsman makes findings based on the evidence available — without your side of the story, the investigation relies on the tenant's account
3. An adverse decision is issued — you may be ordered to pay compensation, carry out repairs, or change your practices
4. If you refuse to comply with the ombudsman's decision, the matter can be referred for enforcement. This could result in civil penalties of up to £7,000 for a first breach and up to £30,000 for repeated non-compliance
5. Your compliance record on the Property Portal is affected — non-compliance with ombudsman decisions is visible to prospective tenants and local authority enforcement teams

Making Complaints Work in Your Favour

A well-handled complaint is not a mark against you — it is evidence of professional management. If a tenant raises an issue and you resolve it quickly, fairly, and with proper documentation, that complaint actually strengthens your position. It shows that your management practices work.

The PRS Ombudsman process is designed to be proportionate. It is not adversarial in the way court proceedings are. Ombudsman investigators are looking for evidence that you took the complaint seriously, acted reasonably, and followed a fair process. Meet that standard, and adverse findings are unlikely.

The landlords who struggle are those with no complaints procedure, no records, and no evidence of engagement. Do not be one of them.

Further Reading

• PRS Ombudsman: Membership Requirements for Landlords — how to join and what it costs
• Landlord Responsibilities: Repairs and Maintenance — keeping your property compliant and complaint-free
• Renters' Rights Act Compliance Checklist for Landlords — every obligation mapped out
• Tenant Deposit Protection Rules — avoiding the most common deposit disputes
• Awaab's Law for Private Landlords — damp and mould response timescales