Housing Ombudsman’s 2026-27 Business Plan: What London Landlords Must Do Now

Why the Housing Ombudsman’s 2026-27 Business Plan Matters

The Housing Ombudsman has unveiled a consultation on its Business Plan for 2026-27, aiming for faster and fairer complaint resolutions amid record volumes. Key targets include resolving 90% of high-risk cases within four months and halving overall case durations to six months. To support this, membership fees will rise from £8.03 to £10.56 per home from 1 April 2026.

For London landlords, already navigating a complex regulatory environment, this signals a shift toward quicker Ombudsman investigations and an emphasis on early dispute resolution. The Ombudsman expects landlords and agents to strengthen their internal complaint procedures to reduce escalations.

Practical Implications Across Landlord Profiles

Single-unit landlords often manage complaints informally but must now formalise their processes to avoid escalation. Simple, documented complaint handling procedures will help meet Ombudsman expectations and protect your investment.

HMO and portfolio landlords face greater exposure due to more tenants and properties. Efficient complaint workflows, clear communication channels, and dedicated management will be crucial to handle issues promptly and keep Ombudsman cases low.

Accidental landlords may lack experience with formal complaint protocols. They should prioritise familiarising themselves with Ombudsman standards and seek professional support to align with new expectations.

Financial Planning: Budgeting for the Fee Increase

The membership fee increase to £10.56 per home represents a 31% rise. For landlords with multiple properties, this change can be significant. For example, a 10-property portfolio will see annual fees rise from approximately £963 to £1,267. Budgeting now ensures no financial surprises in 2026.

Steps to Align Complaint Handling with Ombudsman Focus

1. Review existing complaint procedures: Assess how you currently record, respond to, and resolve tenant complaints. Identify any gaps in timeliness or documentation.
2. Implement earlier resolution tactics: Prioritise resolving complaints swiftly before they escalate, such as more frequent tenant communication, setting clear response deadlines, and staff training.
3. Track complaint metrics: Develop a simple system to monitor complaint volumes, resolution times, and outcomes to inform continuous improvement.
4. Engage staff and agents: Ensure your team understands the importance of complaint handling improvements and the Ombudsman’s targets.
5. Consult the Ombudsman’s ongoing guidance: Participate in their consultation and monitor updates to stay ahead of best practices.

Preparing for the Consultation and Beyond

The Ombudsman’s consultation offers landlords the chance to influence implementation. Landlords should:

• Submit feedback based on their complaint handling experiences.
• Discuss challenges with industry bodies or legal advisers.
• Watch for new compliance guidance alongside the final Business Plan.

How Rentals & Sales Can Support You

Navigating these changes can be complex. Rentals & Sales offers tailored services to help landlords:

• Conduct compliance audits focusing on complaint handling.
• Review and update internal complaint procedures for faster resolutions.
• Develop budgeting strategies incorporating upcoming fee increases.
• Provide training sessions on Ombudsman expectations for staff and agents.

Contact us to arrange a portfolio review or compliance consultation.

Compliance disclaimer: This article is for informational purposes and does not constitute legal advice. Landlords should seek professional advice tailored to their specific circumstances.