Landlord Complaint Handling Procedure in England: The Internal Process You Need

Why Internal Resolution Comes First

Under SI 2026/1033 (Schedule, paragraph 3), the approved scheme must allow members time to resolve a matter before it accepts a complaint. The scheme rules will set that period.

The regulations do not set a universal deadline or create a specific urgent-health-and-safety exception. The final scheme rules will state the circumstances in which a complaint may be rejected.

For landlords, this means having a clear, documented complaint-handling procedure is not just good practice. It's the barrier between you and a formal investigation that could result in compensation awards up to £25,000.

The Timeline That Matters

SI 2026/1033 requires the approved scheme to set the time members get to resolve matters, but it does not prescribe a universal complaint timetable. Until the scheme publishes its rules, use clear written updates and set realistic response dates:

Day 1 — Complaint received: For your internal log, record when the tenant first raises an issue and how it was reported. This includes emails, letters, text messages, and messages through a property management portal. Log verbal complaints too and confirm them back to the tenant in writing.

Written acknowledgement: Acknowledge the complaint promptly, summarise what the tenant has raised, and set out your investigation schedule. Name the person responsible for handling it (yourself, if you're self-managing) and give a realistic response date. SI 2026/1033 does not set a three-working-day deadline.

Substantive response: Provide your factual findings, any action you've taken or plan to take, and a proposed resolution. If you need more time (for example, while waiting for a specialist report or contractor availability), explain why and give a revised date. SI 2026/1033 does not set a 15-working-day deadline.

If unresolved — Review: If the tenant disputes your response, review the evidence, consider the tenant's specific objections, and explain the next steps. The final scheme rules will set any required review stages.

Escalation period: The final scheme rules will set how long a member has to resolve a matter before the ombudsman accepts it. SI 2026/1033 does not prescribe an eight-week period or require a "Deadlock Letter".

Urgent Repairs

SI 2026/1033 does not specify an urgent-case exception to the internal resolution period. Heating failure, serious water ingress, and other hazards should still be addressed promptly under the landlord's applicable repair and safety duties; the complaint process is not permission to delay repairs.

What a Robust Procedure Looks Like

You don't need a 30-page complaints policy. A clear, consistent process with three elements is enough:

1. A single point of contact. The tenant should know exactly who to write to. For self-managing landlords, this is your email address. For portfolio owners, it might be a dedicated complaints inbox. The key is that every complaint enters the same documented channel.

2. Written responses at every stage. Verbal reassurances count for nothing in an ombudsman investigation. Every acknowledgement, update, and resolution offer must be in writing. Save copies with dates.

3. A log of actions taken. When you instruct a contractor, record the date, the contractor's name, and what you asked them to do. When the work is completed, log the completion date and any follow-up inspection. This audit trail is your primary evidence if a complaint escalates.

The Most Common Mistakes

Based on disputes that reach existing redress schemes, the failures that lead to adverse findings are almost always procedural rather than substantive:

• No acknowledgement at all. The tenant reported a problem and heard nothing back. This is the single most common complaint pattern.
• Verbal promises with no follow-up. The landlord said they'd send someone, but no contractor arrived and no written confirmation was sent.
• Delayed escalation to contractors. The landlord acknowledged the issue but took weeks to instruct a repair.
• No clear update or closure. An unresolved complaint with no explanation of the next steps can leave a tenant without a practical route to resolution.

Building Your Process Now

Mandatory membership is expected in 2028. The final scheme rules will determine how earlier conduct is handled; the Act includes complaints by former tenants, so keeping dated records is sensible. Without a record, it may be harder to show what happened.

Start today: set up a complaint log, establish response targets, and save every written communication. The PRS Landlord Ombudsman guide includes ready-to-use complaint log templates and an internal resolution workflow based on the scheme conditions in SI 2026/1033.

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