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17/12/25 3:30 pm
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As we head into 2026, there is real value in pausing to reflect on the challenges and disputes that arose across the private rented sector over the past year. From a redress perspective, many of the cases we see follow familiar patterns and, importantly, provide clear lessons for landlords and agents alike.
A significant proportion of disputes continue to centre on the withholding of holding deposits, poor service or property management, and issues around tenancy payments and rent collection. These are not new concerns, and in many cases, they do not arise from deliberate poor practice. More often, they stem from miscommunication, delays in responding to issues, or a lack of clarity around responsibilities and expectations at key points during the tenancy.
While disputes are an inevitable part of operating in the private rented sector, escalation is not. Where concerns are acknowledged early, handled transparently and supported by clear records, many issues can be resolved before positions harden and formal intervention becomes necessary. Allowing problems to drift, however, can quickly turn manageable situations into entrenched disputes, increasing stress, cost and frustration for all involved.
This is precisely where redress has an important role to play. At its core, redress exists to support landlords and agents, providing reassurance, structure and protection when disputes arise. It offers an independent and balanced route to resolution, grounded in evidence and good practice rather than assumption or emotion. For landlords, redress provides a clear and formal opportunity to have their position heard, their actions properly considered, and disputes resolved in a fair and proportionate way.
Looking ahead, the introduction of the new Private Rented Sector Ombudsman represents an expansion of that support, extending redress more widely across the landlord–tenant relationship. Under the Renters’ Rights Act, all private landlords in England with assured or regulated tenancies will be required to register with a Private Rented Sector Ombudsman service, including those who use managing agents. This development is intended to strengthen confidence on both sides of the tenancy, ensuring that when issues do arise, there is a consistent, accessible and independent route to resolution across the whole of the private rented sector.
The purpose of the new Ombudsman is to support quicker, cheaper and more accessible dispute resolution, reducing the need for matters to escalate into costly court proceedings. By offering fair, impartial and binding decisions, alongside the option of mediation, the Ombudsman is designed to help resolve disputes constructively and proportionately, benefiting both landlords and tenants.
From my perspective, these changes are positive and long overdue. One of the long-standing gaps in the system has been the lack of effective redress available to tenants whose landlords do not use an agent, or where issues fall under the landlord’s direct responsibility rather than that of a managing agent. Extending redress to all landlords helps address this gap, while also giving landlords a clearer, more consistent route to resolve disputes when they arise.
It is also important to acknowledge that many of the finer details are still being developed, including how the Ombudsman will operate alongside the proposed Private Rented Sector Database and what the final cost of membership will be. Government has indicated that these elements will be shaped through consultation with industry stakeholders, and it is vital that landlords engage with this process so their views are heard and reflected.
While there has been understandable concern about potential confusion where multiple ombudsman schemes exist, the principle of a single, effective route for tenants to access affordable complaint resolution is one we support. The focus must be on creating a joined-up, accessible system that offers guidance, signposting and early resolution, rather than duplication. Mediation will play a key role in this, helping resolve disputes before they become entrenched.
As the regulatory net is cast wider, landlords should not see redress as something imposed upon them, but as something that works for them. Engaging with redress provides landlords with a formal opportunity to explain their position, demonstrate good practice and reach fair outcomes without resorting to the courts. Used properly, redress is a safeguard rather than a sanction.
As we begin 2026, I would just remind everyone that disputes will happen, but how they are handled matters. Learning from last year’s cases, addressing issues early and embracing redress as a positive support mechanism will help landlords and agents move forward with confidence in a changing regulatory landscape.
At Property Redress, we will continue to work closely with Government and industry partners to help develop a joined-up and easily accessible system that raises standards across the sector and provides the reassurance and protection that both landlords and tenants need.
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