1. Private Rented Sector Landlord Ombudsman
A new Ombudsman service will be set up specifically to handle complaints between tenants and private landlords.
Landlord membership will be mandatory — most private landlords will have to join, even if they use a managing agent.
Tenants can use the Ombudsman for free to challenge poor practice, unresolved repairs, delays, abusive behaviour, failure to comply with tenancy obligations, etc.
The Ombudsman can investigate independently and make binding decisions, including requiring landlords to:
Take corrective action (e.g., fix a problem)
Provide information or explanations
Issue apologies
Pay compensation (up to a statutory limit)
It’s intended as a cheaper, quicker alternative to court for many issues — helping resolve disputes without lengthy possession proceedings.
Implementation of the Ombudsman is expected in a later phase (likely late 2026–2028 under current government timetables).
Note: Only tenants can complain to the Ombudsman about their landlord; landlords cannot use this Ombudsman to complain about tenants. Landlords should instead rely on other dispute routes.
2. First-tier Tribunal & Court Processes
Even with the Ombudsman, formal legal mechanisms remain central for both landlords and tenants in several areas:
Possession and Eviction Disputes
- With the abolition of “no-fault” (Section 21) evictions, landlords must base possession claims on valid statutory grounds (under Section 8) and, if a tenant refuses to leave, will need to apply to the county court for an order.
- This means disputes over whether proper grounds exist and whether procedures have been followed can go to formal hearings.
Rent and Rent Increase Challenges
- Tenants (and sometimes landlords) will have the ability to challenge rent increases or alleged above-market rents in the First-tier Tribunal (Property Chamber).
Rent Repayment Orders
- A tenant (or local authority) can apply to the tribunal for a Rent Repayment Order (RRO) where a landlord has committed certain housing offences (e.g., failing to licence an HMO, breach of specific statutory duties).
- This is a formal tribunal remedy requiring repayment of up to statutory limits of rent for offences — serving both as compensation and deterrence.
3. Local Councils & Enforcement Powers
- Local housing authorities have enforcement and investigatory powers once the RRA is in force. They can investigate breaches of the housing standards and take action where landlords fail to comply with legal duties, including issuing civil penalties for serious non-compliance.
- Councils sometimes also run Tenancy Relations Services that can assist landlords and tenants in resolving disputes before they reach tribunal or court.
4. Informal & Alternative Dispute Resolution (ADR)
Before or alongside formal mechanisms, landlords and tenants can use:
Mediation & ADR Services
- Even though the new Ombudsman is tenant-focused, landlords and tenants are encouraged to use mediation services (either via the Ombudsman once operational or through independent ADR providers) to resolve disagreements without litigation.
Tenancy Deposit Scheme Dispute Resolution
- Where a tenancy deposit is protected under a statutory scheme, both landlords and tenants can use the free dispute resolution services provided by deposit protection schemes to settle disagreements over deductions at the end of a tenancy.
Practical Takeaways for Landlords
- Obligations to join the landlord Ombudsman — you’ll be required to participate and comply with determinations.
- Court and tribunal remain key for serious disputes over possession, rent, and regulatory breaches.
- Council enforcement and penalties add an administrative level of dispute resolution and compliance monitoring.
- Informal mediation and ADR are still useful to resolve issues before escalating to tribunal or court.
