Landlord Ombudsman: What to Expect and How to Prepare

The Renters' Rights Act 2025 makes membership of a landlord ombudsman scheme mandatory for all private landlords in England — not just letting agents, as was previously the case. This is a major expansion of tenant protections and means that every landlord, regardless of portfolio size, must join an approved ombudsman scheme and follow its complaint resolution process.

This guide explains what the new mandatory ombudsman means for landlords, what types of complaints it handles, the complaint process from start to finish, possible outcomes, costs, and how to prepare. Understanding the ombudsman process now will help you avoid costly mistakes and maintain a strong compliance record.

Why a Mandatory Landlord Ombudsman?

Previously, only letting agents and property managers were required to belong to a redress scheme (such as The Property Ombudsman or the Property Redress Scheme). Private landlords who self-managed their properties had no equivalent requirement, leaving tenants with limited options for resolving disputes outside the courts.

The Renters' Rights Act changes this by requiring every private landlord to join an approved ombudsman scheme. The Government's stated aim is to provide tenants with a free, accessible, and impartial route to resolve complaints without needing to go to court.

What Complaints Does the Ombudsman Handle?

The landlord ombudsman will handle complaints from tenants about their landlord's conduct and management of the tenancy. Based on the legislation and existing ombudsman schemes, the types of complaints likely to be covered include:

• Repairs and maintenance: Failure to carry out repairs within a reasonable time, ignoring maintenance reports, or carrying out substandard work
• Communication failures: Not responding to tenant enquiries, failing to provide required information, or being unreachable
• Deposit disputes: Issues with deposit protection, unfair deductions, or failure to return deposits on time
• Pet request handling: Unreasonable refusal of pet requests or failure to respond within the 42-day window
• Rent increase disputes: Procedural failures in the Section 13 process (though the rent amount itself is a Tribunal matter)
• Entry and privacy: Entering the property without proper notice or consent, or harassment
• Service provision: Failures related to services the landlord is responsible for providing (heating, hot water, communal areas)
• Anti-social behaviour response: Failure to take reasonable steps to address anti-social behaviour affecting a tenant

The Complaint Process: Step by Step

The ombudsman complaint process follows a structured approach designed to encourage resolution at the earliest possible stage:

Stage 1: Internal Complaint to the Landlord

Before a tenant can escalate to the ombudsman, they must first raise the complaint directly with the landlord and allow a reasonable time for resolution. This is sometimes called the landlord's internal complaints procedure.

• The tenant submits a written complaint to the landlord describing the issue
• The landlord must acknowledge the complaint within a reasonable time (typically 5-10 working days)
• The landlord investigates and responds with their proposed resolution
• If the tenant is not satisfied with the response, or the landlord fails to respond within a reasonable period (typically 8 weeks), the tenant can escalate to the ombudsman

Stage 2: Ombudsman Investigation

If the tenant is not satisfied after Stage 1, they can refer the complaint to the ombudsman. The ombudsman process typically involves:

1. Complaint submission: The tenant submits a formal complaint to the ombudsman, providing details of the issue, evidence of having raised it with the landlord, and the outcome of the landlord's response
2. Preliminary assessment: The ombudsman assesses whether the complaint falls within its jurisdiction and whether the internal complaints process has been exhausted
3. Information gathering: Both the landlord and tenant are asked to provide evidence — correspondence, photographs, receipts, inspection reports, and any other relevant documentation
4. Investigation: An ombudsman caseworker reviews all evidence, may request additional information, and reaches a determination
5. Decision: The ombudsman issues a written decision with findings of fact, a determination of whether the landlord acted fairly, and any required remedies

Possible Outcomes of an Ombudsman Complaint

If the ombudsman finds in favour of the tenant, they can require the landlord to take one or more of the following actions:

Ombudsman decisions are binding on the landlord if the tenant accepts the outcome. If the landlord fails to comply with the ombudsman's decision, this can be reported to the local authority and may result in further enforcement action.

Costs of Ombudsman Membership

Landlords will be required to pay an annual membership fee to the approved ombudsman scheme. The exact fee structure has not been finalised, but based on existing redress schemes and Government consultation:

How to Prepare for the Ombudsman

The single most important thing landlords can do to prepare for the mandatory ombudsman is to establish excellent record-keeping habits. The vast majority of ombudsman complaints are resolved on the evidence — and the landlord with better records usually achieves a better outcome.

• Join an approved ombudsman scheme as soon as membership opens
• Create a written internal complaints procedure for tenants
• Establish response time targets (acknowledge within 5 days, resolve within 8 weeks)
• Log all tenant complaints, maintenance requests, and communications in Latch
• Keep photographs and dated records of property condition at check-in and check-out
• Maintain a complete file of compliance certificates (gas, EICR, EPC, deposit)
• Respond to all tenant communications in writing (email or Latch messaging)
• Document the reasoning behind all decisions (rent increases, pet requests, maintenance timelines)
• Review your processes against ombudsman codes of practice when published
• Brief any letting agents or contractors on the new complaints process

How Latch Helps You Stay Ombudsman-Ready

Latch is designed to provide the exact documentation trail that the ombudsman process demands. Every interaction, decision, and document is automatically logged and timestamped, creating an unassailable record of your conduct as a landlord.