Getting your tenancy record ready for the Landlord Ombudsman
How private landlords can improve complaint records, repair evidence and written decisions before the planned PRS Landlord Ombudsman begins.
The government expects PRS Landlord Ombudsman membership to become mandatory in 2028. The final scheme is still being developed, but clear complaint and repair records are useful today.
What has been announced?
The government roadmap says the Ombudsman will provide redress when things go wrong and help landlords handle complaints early. It expects landlords to be required to join in 2028, after the Private Rented Sector Database rollout.
The scheme administrator, charging model and detailed processes are not yet final, so landlords should avoid treating anticipated requirements as settled rules.
- A mandatory scheme is expected in 2028
- Implementation follows the PRS Database
- Detailed requirements are still developing
Keep the story of an issue clear
For a repair or complaint, retain what was first reported, when it arrived, what response was given, who was responsible and what happened next. Keep photographs, appointments, contractor reports and the tenant’s view of the outcome attached to that same case.
- Original report and attachments
- Responses, decisions and stated reasons
- Appointments, work evidence and final outcome
Do not rewrite the history later
A contemporaneous record is easier to understand than a summary reconstructed after a dispute. Corrections should add context without silently changing the original message or document.
- Server-generated timestamps
- Historical document versions
- Visible corrections and reopened issues
How Dealtwith produces the evidence pack
An individual case report can put the messages, actions, documents, appointments, decisions and outcome into chronological order. A wider tenancy export can add participant details, the document register and outstanding actions.
The export is an organised record, not a guarantee that evidence is legally admissible, conclusive or sufficient for a particular complaint.
- Case-level PDF report
- Whole-tenancy evidence pack
- Shared confirmation or dispute status
Official sources
Rules can change and individual circumstances matter. Check the current official guidance: