Preparing for the Landlord Ombudsman: Why Good Record Keeping Matters More Than Ever
Tue 20 Oct 2026
Shirley Moralee, Lettings Manager
The next stages of the Renters' Rights Act are approaching, but are landlords fully aware of what's coming?
For Surrey property owners, now is a sensible time to review how tenancies are managed, how complaints are handled and whether the right records are being maintained.
The Renters' Rights Act 2025 has already introduced significant changes to the private rented sector. However, two further developments will affect landlords over the coming years: the new Private Rented Sector Database and the mandatory Landlord Ombudsman. Recent research suggests awareness of these requirements remains surprisingly low.
A September 2026 survey by property management platform August found that just 23% of respondents were aware of the forthcoming database and Ombudsman requirements. The survey involved 276 landlords, so it should not be regarded as representative of the entire sector.
Nevertheless, it highlights the importance of clear communication as further legislation approaches. For landlords in Surrey, the message is straightforward: there is time to prepare, and much of that preparation involves good management practices that should already be familiar.
Why the Ombudsman is about more than compliance
Landlords are already responsible for meeting numerous legal obligations, including property safety requirements, deposit protection and the tenancy rules introduced in May 2026.
Those responsibilities remain essential.
However, the Ombudsman will also bring greater attention to how landlords respond when something goes wrong.
A property might have the appropriate safety certificates and a properly protected deposit, but what happens when a tenant reports a recurring repair issue?
- Was the concern acknowledged?
- Was an appropriate response arranged?
- Was the tenant kept informed?
- Is there a clear record of the outcome?
These are practical questions that can make an important difference when resolving a complaint.
The emphasis is not simply on having the correct paperwork, but on demonstrating that matters have been handled reasonably, consistently and professionally.
Good record keeping protects landlords and tenants
One of the most valuable steps landlords can take is to ensure their tenancy records are complete, accurate and accessible.
This includes maintaining:
- Signed tenancy agreements and relevant notices.
- Inventories, check-in and check-out reports, supported by dated photographs.
- Gas, electrical and other applicable safety documentation.
- Records of property visits and maintenance.
- Written correspondence with tenants and contractors.
- Rent statements, deposit information and supporting evidence for deductions.
- Details of complaints, actions taken and final outcomes.
Where repairs are delayed, the reason and any updates provided to the tenant should also be recorded.
Records should be stored securely, with personal information handled in accordance with data protection requirements and retained only for an appropriate period.
Good documentation is not about creating unnecessary administration. It helps everyone understand what happened and provides reliable evidence if a disagreement arises.
Communication can prevent complaints escalating
Many tenancy disputes begin with relatively ordinary issues: a repair taking longer than expected, uncertainty about access arrangements or a misunderstanding over responsibilities.
The way these situations are handled can determine whether they are resolved quickly or become more serious.
Acknowledging a tenant's concerns promptly is an important starting point, even when an immediate solution is not available.
Explaining what will happen next, confirming arrangements in writing and providing updates when circumstances change can make a considerable difference.
The same principle applies when a request cannot be agreed.
A clear, courteous explanation is generally more helpful than a brief refusal, particularly where the decision involves legal requirements or the terms of a tenancy.
For landlords managing several properties, having consistent procedures is especially valuable. Similar situations should receive a similarly professional response, while allowing for the individual circumstances of each tenancy.
Five practical steps Surrey landlords can take now
Preparing for the Landlord Ombudsman need not involve a complete overhaul of existing arrangements.
A useful starting point is to review five areas of tenancy management.
- Check your records. Can you readily locate the relevant documents, correspondence and maintenance history for each property?
- Review how repairs are handled. Is there a clear process for reporting, acknowledging, arranging and recording maintenance?
- Consider your communication. Are important conversations confirmed in writing, and are tenants kept informed when work is delayed?
- Establish a complaints procedure. Make sure concerns can be raised, investigated and addressed consistently, with an appropriate record of the outcome.
- Keep up with implementation dates. The database and Ombudsman are separate requirements, and landlords should follow official guidance as further details are confirmed.
These are sensible practices regardless of when the Ombudsman becomes operational.
The value of experienced property management
As the regulatory framework evolves, professional property management increasingly involves much more than collecting rent and arranging repairs.
It requires an understanding of legislation, organised administration, effective communication and the ability to respond appropriately when difficulties arise.
At Wills & Smerdon, we have been involved in the Surrey property market since 1933. Over that time, legislation and expectations have changed considerably, but the importance of looking after properties and maintaining professional relationships has remained constant.
The forthcoming Ombudsman reinforces the value of these established principles.
Landlords who maintain clear records, communicate effectively and take a consistent approach to managing their properties will be better placed to respond to future requirements.
If you own a rental property in East Horsley, West Horsley, Bookham, Ripley or the surrounding Surrey villages and would like to discuss your management arrangements, our lettings team would be pleased to help.
Wills & Smerdon | Sales • Lettings • Management
Telephone: 01483 284 141