How to Prepare for the Landlord Ombudsman 2028: A Compliance Checklist

Why Preparation Matters Before the Launch

The PRS Landlord Ombudsman will investigate complaints about landlord conduct that occurred before the scheme launched. A tenant who files a complaint in 2028 about a damp problem you ignored in 2027 will trigger an investigation into your 2027 records. If you had no complaint-handling procedure, no repair log, and no written communications, you have no defence.

The scheme administrator hasn't been named, the portal doesn't exist, and you can't register yet. SI 2026/1033 sets framework standards for approved redress schemes, giving you a basis for preparation while the final membership process is pending.

The Six-Step Preparation Checklist

1. Establish an Internal Complaint Procedure

The ombudsman operates as a secondary resolution body. Tenants generally must give you an opportunity to resolve a complaint internally. They can escalate after you issue a Deadlock Letter or after 8 weeks if it remains unresolved; urgent cases may be accepted sooner. Your procedure doesn't need to be complicated:

• Designate a single contact point for complaints (your email address, or a dedicated inbox for portfolio landlords)
• Commit to written acknowledgement within 3 working days
• Commit to a substantive Stage 1 response within 15 working days
• Know when to issue a Deadlock Letter if no further internal resolution is possible; tenants may also escalate after 8 weeks if the complaint remains unresolved

Write this down. Even a one-page document describing your process demonstrates to an adjudicator that you had a system in place.

2. Start a Complaint and Repair Log

Create a running log of every maintenance issue and tenant complaint. Each entry should track:

• Date the issue was reported
• Summary of what the tenant raised
• Date you acknowledged it in writing
• Action taken (contractor instructed, inspection booked, parts ordered)
• Date the work was completed
• Any follow-up or tenant confirmation

A spreadsheet works. A property management app works. A paper notebook with dates works. The format doesn't matter — the consistency and the dates do.

3. Save Every Written Communication

Emails, text messages, letters, and portal messages — keep dated copies of everything between you and your tenant. Never delete tenant messages, even for resolved issues. The ombudsman's evidence requirements centre on written records, and gaps in your communication history are treated as failures.

Set up email archiving if you don't already have it. For text messages, consider a system that backs up conversation histories periodically.

4. Audit Your Safety Certifications

The PRS Database (launching from 15 December 2026) will cross-reference your safety documentation, and the ombudsman will have access to your compliance profile. Ensure you have current and accessible copies of:

• Gas Safety Record — annual inspection, with a valid certificate for every gas appliance
• Electrical Installation Condition Report (EICR) — within the 5-year inspection cycle
• Energy Performance Certificate (EPC) — meeting current Minimum Energy Efficiency Standards
• Deposit protection confirmation — showing the deposit is held in a government-approved scheme

Current certifications help document safety compliance if a complaint concerns the condition or safety of the property.

5. Register on the PRS Database When Your Region Opens

The PRS Database is separate from the ombudsman but feeds directly into it. Your Landlord Registration Number and Property Registration Numbers from the database become your identifiers in the ombudsman system. Registration opens regionally:

• West Midlands: 15 December 2026
• East of England: 15 January 2027
• East Midlands: 15 February 2027
• South East: 15 March 2027
• Yorkshire and Humber: 15 April 2027
• North West: 15 May 2027
• North East: 15 June 2027
• London: 15 July 2027
• South West: 15 August 2027

Each region has a 3-month registration window. The annual fee is £65 per property.

6. Review Your Tenancy Agreement

Since 1 May 2026, existing Assured Shorthold Tenancies and fixed-term assured tenancies in England have converted to assured periodic tenancies. If your agreement still references AST terms, fixed-term clauses, or Section 21 notices, it contains provisions that are no longer legally operative. While an outdated agreement doesn't invalidate the tenancy, it creates confusion — and an ombudsman investigation into a rent dispute or notice issue will look at whether your agreement reflects current law.

What Not to Do

Don't pay anyone for early registration. No ombudsman portal exists. Anyone claiming to register you today is misinformed or fraudulent.

Don't assume your agent handles this. Agent redress (TPO, Property Redress Scheme) covers agent conduct. The ombudsman covers your conduct as the property owner. These are separate legal duties.

Don't wait for the announcement to start record-keeping. The entire value of preparation is building a historical record before the scheme goes live. Starting your complaint log on the day the portal opens gives you a blank slate exactly when you need a documented track record.

The PRS Landlord Ombudsman guide provides the complete preparation system — complaint log templates, tenant response letters, safety audit checklists, and a dated compliance roadmap — built specifically around SI 2026/1033's standards.

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