If you discover that a Reposit has closed either due to not being extended within the allocated timeframe, or you have accidentally clicked the 'Start Checkout' button, please inform us immediately by sending an email to hello@reposit.co.uk with the following:
The full property address and the names of the tenants as stated on the Reposit
A copy of the signed tenancy agreement
State the reason for the error as outlined below
1) Where you have clicked the 'Start Checkout' button instead of 'Extend Reposit'
Within 5 working days
If you inform us within 5 working days of the Reposit being mistakenly checked out, we will re-open the Reposit, and you will need to extend it from your dashboard.
As a courtesy to the tenant, we also ask that you notify them of the reopening to keep them informed about the error. Please send us a copy of your correspondence to confirm that this has been done.
After 5 working days
If you inform us after 5 working days, we will not be able to re-open the Reposit.
To continue using Reposit, you will need to either:
Create a 'New' Reposit for the tenants – The tenants will need to pay the Reposit fee again. As this will be considered a new tenancy (rather than an extension or renewal), you will need to prepare new tenancy documents to align with the new tenancy start date. These documents include the tenancy agreement, check-in inventory, and referencing.
Create an 'Existing' Reposit for the tenants (Reposit Switch) – The tenants will need to pay the Reposit fee again. However, when creating the Reposit on the platform, you can select 'Existing' and use the original tenancy agreement and inventory. To be eligible for a Reposit Switch, the tenant(s) must meet the following conditions:
No outstanding rent arrears
No rent arrears since the start of their tenancy or in the last 6 months (whichever is sooner, with rent outstanding for more than 14 days considered arrears)
No agreed rent payment holiday since the start of their tenancy or in the last 6 months (whichever is sooner)
The rent has not increased by more than 10% per annum during the tenancy, or if it has, the tenants have been re-referenced and meet Reposit's referencing criteria
Additionally, there must not have been any material change to the tenancy or the tenant(s) financial situation that would give cause to end the tenancy.
2) Where you have missed the deadline to extend your Reposit
Within 5 working days
If you let us know within 5 working days of the Reposit close date, the affected Reposit will be reopened. You will then need to extend the Reposit from your dashboard to the end date of the tenancy.
As a courtesy to the tenant, we also ask that you notify them of the reopening to keep them informed about the error. Please send us a copy of your correspondence to confirm that this has been done.
After 5 working days
If you inform us after 5 working days, we will not be able to re-open the Reposit.
To continue using Reposit, you will need to either:
Create a 'New' Reposit for the tenants – The tenants will need to pay the Reposit fee again. As this will be considered a new tenancy (rather than an extension or renewal), you will need to prepare new tenancy documents to align with the new tenancy start date. These documents include the tenancy agreement, check-in inventory, and referencing.
Create an 'Existing' Reposit for the tenants (Reposit Switch) – The tenants will need to pay the Reposit fee again. However, when creating the Reposit on the platform, you can select 'Existing' and use the original tenancy agreement and inventory. To be eligible for a Reposit Switch, the tenant(s) must meet the following conditions:
No outstanding rent arrears
No rent arrears since the start of their tenancy or in the last 6 months (whichever is sooner, with rent outstanding for more than 14 days considered arrears)
No agreed rent payment holiday since the start of their tenancy or in the last 6 months (whichever is sooner)
The rent has not increased by more than 10% per annum during the tenancy, or if it has, the tenants have been re-referenced and meet Reposit's referencing criteria
Additionally, there must not have been any material change to the tenancy or the tenant(s) financial situation that would give cause to end the tenancy.
3) Where you have missed the deadline to submit your end-of-tenancy charges
Within 5 working days
If you let us know within 5 working days of the Reposit being closed, we will re-open the Reposit. However, there will be a penalty charge of £50. This charge will be taken off your future commission payments.
Please note that once the Reposit has been re-opened, you will need to check out the Reposit from your dashboard and then submit the end of tenancy charges.
As a courtesy to the tenant, we also ask that you notify them of the reopening to keep them informed about the error. Please send us a copy of your correspondence to confirm that this has been done.
After 5 working days
If you inform us after 5 working days, we can still re-open the Reposit, however, the end of tenancy charges will not be covered by our insurers.
This means that you can raise your end of tenancy charges through the Reposit dashboard but if the tenant(s) defaults on the payment, we will not be able to progress the case to our insurers for a guaranteed payout.
As a courtesy to the tenant, we also ask that you notify them of the reopening to keep them informed about the error. Please send us a copy of your correspondence to confirm that this has been done.