Question 1

What is the Private Rented Sector Ombudsman?

Accepted Answer

The Private Rented Sector (PRS) Ombudsman is a free, independent service that will handle disputes between tenants and landlords — without needing to go to court. It's being introduced under the Renters' Rights Act 2025 and is expected to launch in late 2026.

Before this, if your landlord ignored complaints about repairs, refused to return your deposit fairly, or behaved in other problematic ways, your main options were the courts (slow and sometimes costly) or trying to negotiate yourself. The Ombudsman changes that.

Once live, you'll be able to file a complaint against a landlord or agent for free. The Ombudsman will investigate and can order the landlord to take action, make changes, or pay compensation. All private landlords in England will be required to register with the scheme.

The Ombudsman is not yet operating as of May 2026 — it's coming later in the year. In the meantime, you can use Shelter England (shelter.org.uk), Citizens Advice (citizensadvice.org.uk), or your local council for dispute help.

Keep an eye on GOV.UK for the official launch date and how to register a complaint. The full guidance will be published there when the service opens.

Question 2

What is a Rent Repayment Order and how do I get one?

Accepted Answer

A Rent Repayment Order (RRO) is a tribunal order that forces your landlord to pay back some or all of the rent you've paid, as a penalty for breaking the law. You apply to the First-tier Tribunal (Property Chamber) — it's free and you don't need a lawyer.

Question 3

My landlord is not fixing repairs — what can I do?

Accepted Answer

Report it in writing first. Email your landlord with a clear description of the problem, photos if possible, and a reasonable deadline to fix it — two weeks is fair for non-urgent repairs. This creates a paper trail, which matters for every step that follows.

Question 4

My landlord is refusing my pet request — what are my rights?

Accepted Answer

Your landlord must give you a valid written reason within 28 days. If they refuse without a reason, or the reason is simply "no pets allowed," that refusal may not be valid under the Renters' Rights Act 2025.

What is the Private Rented Sector Ombudsman?

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