How to Write a Landlord Complaints Procedure (With Free Template)

Why Every Landlord Needs a Written Complaints Procedure

A written landlord complaints procedure is about to move from "nice to have" to your single most important defence. Once the PRS Landlord Ombudsman goes live under the Renters' Rights Act 2025 — expected in 2028 — the ombudsman will judge you, in large part, on how you handled a tenant's complaint before it was escalated. A clear procedure that you actually follow is what turns "the landlord ignored me" into "the landlord acknowledged it within three days and responded in full within two weeks." This guide explains what to include and gives you a free template to copy.

TL;DR: A landlord complaints procedure is a short, written document telling tenants how to raise a complaint, who responds, and how quickly. It matters because the PRS Ombudsman will assess how you handled a complaint before it reached them — and slow or defensive handling can count against you as much as the underlying problem. A good procedure covers the route in, acknowledgement and response timescales, and how to escalate. Aim to acknowledge within 3–5 working days, respond in full within 14–21 days, with an 8-week backstop before a tenant can escalate. Copy the template below and give it to every tenant at move-in.

What a Good Complaints Procedure Must Contain

A complaints procedure does not need to be long — one page is ideal. It does need to answer five questions clearly:

1. How does a tenant raise a complaint? Give a single, reliable route — an email address or a form — so nothing gets lost.
2. Who handles it? Name the person responsible (you, or your letting agent if you use one).
3. How quickly will you acknowledge it? A short, written acknowledgement buys goodwill and time.
4. How quickly will you respond in full? Set a realistic deadline and stick to it.
5. What can the tenant do if they are still unhappy? Explain the route to the PRS Ombudsman once it is live.

Recommended Timescales

Following the convention used across established ombudsman schemes, these are the timescales to build your procedure around:

Stage	What you do	Recommended timescale
Acknowledge	Confirm in writing that you have received the complaint	Within 3–5 working days
Full response	Investigate and reply in writing with your findings and any action	Within 14–21 days
Escalation backstop	If unresolved, the tenant may take it to the PRS Ombudsman	After 8 weeks (expected — the scheme will set the period)

The 8-week backstop is the point at which existing schemes such as The Property Ombudsman accept a complaint that has not been resolved. For the PRS Landlord Ombudsman the period will be set in the scheme's own rules — the 2026 regulations require it to specify how long landlords get to resolve a matter before a complaint is accepted (reg. 3(1)(b)) — and those rules have not been published yet. Treat it as a longstop, not a target — resolving complaints in days rather than weeks is what keeps them away from the ombudsman altogether.

Free Landlord Complaints Procedure Template

Copy the text below, replace the bracketed details, and give a copy to every tenant when they move in. Keep a dated record that you issued it.

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Complaints Procedure — [Your name / trading name]

If you are unhappy with any aspect of how your tenancy is managed, please tell us so we can put it right.

• How to complain: Email us at [your email address] with the subject line "Complaint — [property address]". Please describe the issue and what you would like us to do.
• Acknowledgement: We will confirm we have received your complaint, in writing, within 5 working days.
• Our full response: We will investigate and send you a written response within 14 days of acknowledging your complaint. If we need longer — for example, to arrange a contractor — we will tell you why and give you a revised date.
• If you are still unhappy: If we cannot resolve your complaint, you will be able to escalate it to the PRS Landlord Ombudsman once the scheme is live. In the meantime, you can seek advice from Citizens Advice or your local council's housing team.

This procedure was issued to you on [date].

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A Worked Example

A landlord in Bristol with a converted flat receives an email: the extractor fan has failed and the bathroom is getting damp. Because they have a procedure, they reply the same day — "Thanks, we've received this, we'll confirm next steps within five working days" — then book a contractor and send a written update within a week. If that tenant ever escalated to the ombudsman, the landlord's file would show prompt acknowledgement, a clear timeline, and completed action. That is the paper trail that closes a complaint. The landlord next door, who let the same email sit for a month, has nothing to show but silence — and silence is exactly what the ombudsman penalises.

Common Mistakes to Avoid

• Going quiet. Even "I'm looking into it" is better than nothing. Delay and non-communication are exactly what an ombudsman looks for.
• Getting defensive. Acknowledge the tenant's concern even where you disagree; argue the facts later, in writing.
• Keeping no record. If it is not written down, you cannot prove you did it. Store complaints and responses with your other tenancy documents.
• Handing it to an agent and forgetting it. If you use an agent, confirm in writing that they operate a procedure to these standards — the obligation still falls on you.

Frequently Asked Questions

The Bottom Line

A one-page complaints procedure is the cheapest, highest-value preparation you can do for the PRS Ombudsman. It costs nothing, takes an afternoon, and turns a vague obligation into a repeatable habit that keeps complaints resolved and out of the ombudsman's inbox.

For the wider context, read the PRS Landlord Ombudsman pillar guide, the landlord redress scheme explainer, and the detailed PRS Ombudsman membership requirements.