The Renters’ Rights Act introduces a new Private Rented Sector Landlord Ombudsman Service as well as a Private Rented Sector (PRS) database.
The new Ombudsman is designed to give tenants a free, fair and accessible route to resolve complaints about landlord conduct, while the PRS database will require all landlords of assured and regulated tenancies in England to register themselves and their properties.
What you need to know
- All private landlords in England must register both themselves and their properties on the new PRS Database.
- Landlords must also join the Ombudsman Scheme, even if they use a letting agent.
- The Ombudsman will provide tenants with a free, impartial route to resolve complaints, with decisions that are legally binding.
- Failure to register with either scheme may result in civil penalties, fines up to £5,000, and restrictions on serving possession notices.
Private Rented Sector Ombudsman
The ombudsman service will independently investigate tenant complaints and offer impartial resolution. It aims to protect tenant rights while supporting landlords in managing disputes effectively.
The role of the ombudsman
-
Tenants can complain about landlord actions, inactions, or behaviours that cause harm or inconvenience.
-
The service can compel landlords to issue an apology or explanation, provide information or take remedial action and pay compensation.
-
Landlords must comply with ombudsman decisions, which are legally binding under the new legislation.
-
The service will be accessible online and by phone, with support for vulnerable tenants.
Private Rented Sector Database
The PRS Database will serve as a central hub for landlords, tenants, and local councils, improving access to information and streamlining communication.
The role of the database
- Landlords will be able to access guidance and updates through a single, user-friendly platform.
- The database will be used to communicate changes in legal requirements and responsibilities.
- Tenants will be able to access essential information about landlords and property standards, including offence-related information.
- Local councils will gain better visibility of rental properties, helping them target enforcement more effectively.
Who is required to join?
All private landlords in England will be required to register themselves and their properties with both the ombudsman service and the PRS database, regardless of whether they use a managing agent.
Joining the database and ombudsman
- Membership will be mandatory for landlords with assured or regulated tenancies, and the PRS database requires landlords to register both themselves and each property they let.
- Landlords who use agents must still join, as they retain legal responsibility for tenant relations.
- A small annual fee per property is expected, set to reflect the cost of running the service.
Enforcement and compliance
To ensure compliance with the new requirements, the Renters’ Rights Act grants local authorities robust enforcement powers. Landlords who fail to register with either the Private Rented Sector (PRS) Database or the Ombudsman Scheme may face a range of consequences.
Failure to register on the PRS Database and ombudsman may lead to
- A civil penalty issued by the local authority.
- Ineligibility to serve a valid possession notice under the new legal framework.
- Increased scrutiny and potential enforcement action for non-compliance with other housing standards.
- Inability to get a possession order, except if the ground under which possession is sought is ground 7A or ground 14 (tenant anti-social behaviour).
- A fine of up to £5,000.
- Legal action for operating outside the requirements of the Renters’ Rights Act.
- Loss of access to the ombudsman’s dispute resolution services, increasing the risk of unresolved tenant complaints escalating to court.
What landlords need to do
The introduction of the PRS Database and Landlord Ombudsman marks a significant shift in how landlords operate within the private rented sector. These reforms are designed to improve transparency, accountability, and tenant protections—but they also introduce new legal obligations for landlords.
To comply with the new rules
- Register yourself and your properties with the PRS Database once the system goes live, ensure both you and each of your properties are registered.
- Join the ombudsman scheme, even if you use a letting agent.
- Use the ombudsman information service and consult your letting agent to
- keep up to date with legal responsibilities and sector updates.
- Keep documentation of registration, tenancy agreements, and any tenant communications to support compliance.
