The Private Rented Sector Ombudsman: A Game-Changer for UK Lettings?

As part of the Renters (Reform) Bill, the government has proposed the creation of a new, centralised Private Rented Sector (PRS) Ombudsman — a move designed to make dispute resolution faster, fairer, and more accessible across England’s rental market.

While it may not grab headlines like the abolition of Section 21, this one change could have a massive impact on how landlords, letting agents, and tenants interact — and on the professionalism and accountability of the sector.

At Pro Property London, we believe that if implemented well, the PRS Ombudsman could raise standards across the board. But it’s essential that letting agents understand both the opportunity — and the responsibility — that comes with it.

⚖️ What Is the Private Rented Sector Ombudsman?

The proposed PRS Ombudsman will be a new, mandatory redress scheme covering all private landlords in England — whether or not they use a letting agent.

Key features include:

• 🏛️ A single point of access for tenants to escalate unresolved complaints

• ⏱️ Faster resolution of disputes without going to court

• 📄 Clear standards for landlord behaviour, property condition, and communication

• 🧾 Legally binding outcomes — potentially including compensation orders or compliance directives

Unlike current schemes (such as The Property Ombudsman or PRS Redress Scheme), this new ombudsman will be universal and compulsory — no opt-outs.

🔍 Why Could This Be a Game Changer?

✅ 1. Raises Standards Across the Entire Sector

For the first time, every landlord will be accountable to a redress system — not just those using a managing agent.This levels the playing field and reduces the “wild west” of non-compliant private lets.

✅ 2. Supports Agents Who Do Things Right

Letting agents who already follow best practices — using independent inventories, following tenancy law, and documenting communication — will have clear protection when disputes arise.The ombudsman process will favour those with evidence-based practices in place.

✅ 3. Reduces Reliance on Courts

Currently, disputes around property condition, deposit deductions, or repairs often escalate into legal action — expensive, slow, and stressful for all involved.The new ombudsman could streamline these processes, saving time and money for agents and landlords.

✅ 4. Drives Professionalism and Transparency

Tenants will have more confidence in the system. Landlords will be more likely to seek professional management to stay compliant. And agents who offer fully documented, proactive service will stand out.

🤝 What Letting Agents Should Be Doing Now

Even before the ombudsman becomes law, letting agents can start preparing — and position themselves as leaders in professional compliance.

Here’s how:

✅ Implement Independent Inventories and Mid-Term Inspections Evidence is everything. Being able to clearly document a property's condition and communication timeline will be key to winning disputes.

✅ Create Transparent Communication Protocols Clear timelines for maintenance, rent queries, and tenant concerns should be logged and formalised.

✅ Educate Landlords on Compliance Risks Landlords who don’t understand their obligations will be more vulnerable to complaints under the ombudsman system. Position your agency as their trusted guide.

✅ Review Internal Procedures Are your systems set up to handle complaints swiftly and professionally? Do you log interactions in a way that would satisfy an ombudsman review?

📍 Final Thought: A Win for the Industry — If We Embrace It

The PRS Ombudsman represents more than just another rule — it’s a step toward a more respected, standardised and efficient rental market.

The best agents won’t just comply — they’ll thrive, using this change to attract more landlords, build stronger tenant relationships, and showcase their professionalism.

At Pro Property London, we’re proud to be ahead of the curve — supporting letting agents across the capital with:

✔️ Legally robust inventory reports

✔️ Independent check-in and check-out inspections

✔️ Mid-term visits to reduce disputes

✔️ Fast, digital, and impartial documentation to support compliance

📞 Want to get your compliance processes future-ready before the reforms take effect?

Let’s talk. 🌐 www.propropertylondon.co.uk

📧 talktous@propropertylondon.co.uk