Why the Property Portal and Ombudsman Scheme Matter for UK Landlords

The introduction of the Property Portal and Ombudsman scheme marks a significant shift in how lettings are managed and regulated in the UK. The Property Portal is designed to ensure transparency and consistency in listings. The Ombudsman offers dispute resolution for tenants and landlords when issues arise. As a landlord, being prepared for both is not only compliant, it also builds trust with tenants and partners.

In this blog, we’ll dive into the key details of each, and what you can do to prepare.

What the Ombudsman Scheme Covers

The Ombudsman scheme covers complaints from tenants and landlords about:

• Poor property conditions

• Unfair fees

• Breach of tenancy terms

• Deposit disputes

Ombudsmen such as PRS (Property Redress Scheme) and TPO (The Property Ombudsman) now operate under statutory recognition. That means members must resolve disputes promptly and follow published codes of practice. The scheme requires members to:

• Provide clear contact details in property documentation

• Publicise complaint processes and escalation routes

• Cooperate with investigations and implement recommendations quickly

Failure to join or comply can result in enforcement action, fines, or reputational damage. The Housing Act 2021 includes statutory obligations for all agents and landlords to be members.

Steps to Prepare Your Portfolio

Audit Your Current Listings and Documents

Start with a property audit. If you use togetha, this is super-easy and will take about five minutes:

• Check that all EPCs are valid (within past 10 years)

• Ensure gas and electric safety certificates are logged

• Confirm deposit protection paperwork is in place

• Use togetha’s document tracking features to flag missing or expiring certificates and compliance documentation.

Update Your Property Descriptions and Listings

Make it easy to export all required information for the Property Portal:

• Availability date

• Rent and deposit details

• Compliance certificates

• Council tax band (optional but helpful)

Keep descriptions concise and factual to pass portal validation checks and improve SEO. For example:

Kitchen Spacious central-heating kitchen with integrated oven and room for appliances.

Living room Dual-aspect living room with patio door and freehold access.

Train Your Team to Handle Complaints

No matter the size of your team, from 1-100, make sure everyone knows the Ombudsman complaint process:

• Acknowledge complaints within five working days

• Escalate unresolved issues after eight weeks to the Ombudsman

• Engage positively with the Ombudsman investigation

• Implement any remedial actions promptly

As a togetha user, you can document every step automatically, to build an audit trail and protect your business.

Join a Recognised Ombudsman Service

If you are not yet a member of a recognised Ombudsman, join one now. Membership generally includes:

• Submission of your internal complaints handling policy

• Paying an annual fee

• Agreement to bind to decisions

Agents must display Ombudsman membership on all marketing materials and website.

How togetha Supports Compliance and Preparation

• Centralised Document Storage

All certificates and licences in one place, in togetha’s securely encrypted Vault.. togetha sends notifications before expiry so no one slips through the net and you stay fully up to date on what’s needed and when.

• Complaint Tracking

Log tenant or landlord communications and complaints inside togetha, track response times and outcomes, and generate ready-made reports if Ombudsman involvement is required.

• Templates for Legal Notices and Policies

Store useful documentation in the Vault for easy access and sharing, including:

• Complaints handling policies

• Notice to tenants regarding Ombudsman

• Marketing materials displaying Property Portal and Ombudsman compliance

Time to Take Action

By auditing your current portfolio, ensuring all documentation is in place, joining an Ombudsman scheme and using togetha tools for listings and complaint tracking, you will safeguard your business against potential regulatory risks, consumer complaints and reputational damage.

Preparation now will ensure your agency or portfolio is future-proofed, compliant, and ready for the new era of lettings in the UK.

If it’s time to improve your property business’ efficiency and free up an average of 20 hours each week usually spent on admin on revenue-driving activities instead, book your 20 minute demo of togetha to see how much time and money you could save.