The Renters’ Rights Act has created a clarity challenge, not a complaints crisis, writes Lesley Horton, chief property ombudsman

Review of Referral Arrangements 2026: Have your say.

We share information, guidance and support to help businesses prevent and minimise complaints. We'll update this page with new laws and regulations for the industry as well as sector-specific…

Lesley Horton, The Property Ombudsman, discusses the impact of housing reform and artificial intelligence on the nature of property complaints.

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The latest updates about our service, policy developments and insight reports to promote best practice and prevent complaints.

Agents say some renters wrongly believe permission to have a pet is guaranteed.

What to include in an assured periodic tenancy agreement, if a tenant wants a pet, dealing with antisocial behaviour and ending an assured periodic tenancy.

New rules introduced to simplify homebuying and selling making the process easier and simpler.

Find out how to make a complaint about a property business, the resolution process and links to information and organisations who can help.

Dual fee disputes remain one of the most persistent and complex issues in the residential property sector.

The Information Sheet about the Renters’ Rights Act 2025 that landlords and their agents must give to tenants.

We share information, guidance and support to help businesses prevent and minimise complaints. We'll update this page with new laws and regulations for the industry as well as sector-specific…

Our Codes of Practice are the gold standard for the property industry with the Sales and Lettings codes approved by the Chartered Trading Standards Institute.

Find out how to make a complaint about a property business, the resolution process and links to information and organisations who can help.