Tenant Complaint Response Template for Landlords: Acknowledgement and Resolution Letters

Why Written Responses Matter

The PRS Landlord Ombudsman scheme will set its complaint handling procedures. When a tenant complaint escalates, written records can show whether the landlord acknowledged the issue, responded within the period set by the scheme, and made a reasonable effort to resolve it.

Verbal conversations, phone calls, and doorstep chats carry almost no weight. If you didn't write it down, it didn't happen — at least not in the eyes of an ombudsman investigation.

The three situations below cover common complaint scenarios. The timeframes are suggested internal targets, not deadlines set by SI 2026/1033; the approved scheme's rules will set any required periods.

Template 1: Complaint Acknowledgement (Suggested Target: Within 3 Working Days)

If you adopt a 3-working-day internal target, send a written acknowledgement when a tenant reports a problem — whether it's a repair request, a noise issue, a dispute about property conditions, or another grievance.

The acknowledgement should:

• Confirm what the tenant reported (in your own summary, showing you understood the issue)
• Name the person handling the complaint (you, if self-managing)
• State your next step and when the tenant should expect a substantive response
• Provide contact details for follow-up

Keep the tone professional and neutral. Do not admit fault, but do not dismiss the concern either. The purpose is to demonstrate that you received the complaint, understood it, and are acting on it.

A practical example: under a 3-working-day internal target, if a tenant emails on Monday about a persistent leak under the kitchen sink, an acknowledgement by Thursday could confirm you're aware of the leak, that you'll arrange an inspection, and when you expect to provide a full response.

Template 2: Maintenance Update and Contractor Access Request

Once you've assessed the issue and instructed a repair, send a written update. This serves two purposes: it keeps the tenant informed, and it creates a dated record showing you took action.

The update should include:

• A summary of the issue and your findings
• What action you're taking (contractor instructed, specialist inspection booked, parts ordered)
• The expected timeline for the work
• Any access arrangements you need from the tenant (preferred dates and times, notice period)
• What to do if the proposed times don't work

For access to inspect the property's condition or state of repair, section 11(6) of the Landlord and Tenant Act 1985 requires at least 24 hours' written notice and entry at a reasonable time. Access to carry out repairs is governed by the tenancy terms and the circumstances; agree suitable times with the tenant and follow the applicable terms.

Template 3: Formal Stage 1 Response (Suggested Target: Within 15 Working Days)

The Stage 1 response is the substantive answer to the tenant's complaint. If you adopt a 15-working-day internal target, issue it within that period. SI 2026/1033 does not set this deadline.

This is where most landlords fail. Either they never send a formal response (relying instead on informal updates), or they send something that doesn't actually address the complaint.

A proper Stage 1 response should:

• Restate the complaint as the tenant described it
• Set out the facts as you found them (including any inspection results, contractor reports, or evidence you gathered)
• Describe what action you've taken or will take, with dates
• If the complaint is about your behaviour or a policy decision, explain your reasoning
• State clearly whether you consider the matter resolved
• Tell the tenant what to do if they disagree, including any review or escalation steps in your process and, once available, the approved scheme's rules

When the Complaint Can't Be Resolved

If you cannot resolve a matter, follow the applicable scheme rules on internal resolution and escalation. SI 2026/1033 requires the scheme to specify how long a member has to resolve a matter before the scheme accepts a complaint; it does not set an 8-week period.

Send a closure or deadlock letter if your process calls for one — explain what has been considered, what action has been taken, and any next step available under the scheme rules.

Continue trying where appropriate — keep the tenant informed and follow the resolution period and escalation route in the scheme rules.

Keep written records throughout the complaint. An adjudicator may consider your responses and whether you took reasonable steps to resolve the problem under the scheme's procedure.

The Tone That Works

Ombudsman adjudicators look for evidence of reasonable, professional conduct. Letters that are defensive, dismissive, or hostile work against you. Letters that are factual, acknowledge the tenant's experience, and demonstrate concrete action work in your favour.

Avoid:

• "We don't believe there is a problem"
• "This is your responsibility, not ours"
• "We have already dealt with this"

Prefer:

• "We inspected the property on [date] and found [findings]"
• "We've instructed [contractor] to carry out [specific work] by [date]"
• "If you're not satisfied with this response, you can request a secondary review by writing to [contact]"

The PRS Landlord Ombudsman guide includes three complete, ready-to-use letter templates — acknowledgement, maintenance update, and formal resolution — along with a deadlock letter template and guidance on adapting each to specific complaint types.

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