You’ve received charges from your letting agent/landlord for your tenancy which has now come to an end. Please see below some frequently asked questions to assist you with your next steps.
FAQ Key:
I've received charges, how do I respond?
I accept the charges, what do I do now?
I don't agree with the charges. What do I do now?
What happens with my proposed settlement?
Your letting agent/landlord accepts your proposed settlement
Your letting agent/landlord rejects your proposed settlement and submits a final offer
Why do I have to pay for my proposed settlement?
What if I want to propose a settlement but can't afford to pay?
How many chances do I have to propose a settlement of these charges?
My proposal was rejected, what happens with my payment?
How do I submit a formal dispute?
1) I've received charges, how do I respond?
1) I've received charges, how do I respond?
If you’ve received end-of-tenancy charges from your letting agent/landlord you will be notified by Reposit via email that a response will be required. You will have 7 days from the date the charges are submitted to respond to the charges through your dashboard.
From here, you can click ‘View Charges’ from the email notification and log into your account.
Once you are logged into your account you will be shown how many days you have left to respond. It is very important to respond by either accepting or rejecting the charges within this time frame. If you do not, you will be deemed to have accepted the charges and will be liable for the full amount.
Before accepting or rejecting the charges, you can view the details of the charges raised. You are able to click on ‘Show more’ for individual items to view the details.
I accept the charges, what do I do now?
If you accept the charges, simply click on ‘Yes, I accept and click on ‘confirm’ on the pop-up window. You will then need to enter your card details to make the payment and formally accept the charges.
Once paid, the case will be closed as resolved and you don’t need to do anything further.
I don't agree with the charges. What do I do now?
If you don’t agree with the charges submitted by your letting agent/landlord, you will need to respond within the deadline with your proposed settlement.
You can initiate your proposed settlement by selecting “No, I don’t accept”’ and then reviewing each item to decide whether you agree or disagree with each item.
If you disagree with any of the items, you must detail your reason for disputing and you can upload any supporting evidence. Adding evidence and an explanation will maximise your chances of the landlord/agent accepting your proposal.
Once you have reviewed the charges, you will be required to pay for your proposed settlement by clicking ‘continue’.
Paying the amount of your proposed settlement offers your landlord/agent the opportunity for a quick resolution and therefore maximises the chances that it will be accepted. Your proposed settlement will NOT be considered if payment is not made.
2) What happens with my proposed settlement?
2) What happens with my proposed settlement?
Your letting agent/landlord will have 7 days to respond to your proposed settlement from the date you submit it, there can be two outcomes here:
Your letting agent/landlord accepts your proposed settlement:
If the letting agent/landlord accepts your proposal for the end of tenancy charges, you will receive a notification and the payment will be transferred to them. The Reposit will then be considered settled and closed.
Your letting agent/landlord rejects your proposed settlement and submits a final offer:
If your letting agent/landlord does not accept your proposal, your payment will immediately be refunded to you and you will receive it in 5 to 10 business days. You will receive a final offer from your landlord/agent which you can either accept & pay or raise a formal dispute by paying the £60 dispute fee within 7 days of receiving the final offer. If you dispute, the case will be sent to our independent adjudication partner to determine the amount owed. You can find more information on the dispute procedure below under point 7 - How do I submit a formal dispute?
3) Why do I have to pay for my proposed settlement?
3) Why do I have to pay for my proposed settlement?
By paying for the proposed settlement, you are seeking to settle the charges and reach an agreement with your letting agent/landlord.
By paying upfront you are increasing the chances of your letting agent/landlord accepting your proposal and settling the case.
4) What if I want to propose a settlement but can't afford to pay?
4) What if I want to propose a settlement but can't afford to pay?
In order to propose a settlement, you will be required to pay your proposed settlement amount. This gives you an opportunity to submit what you believe is a fair settlement.
As confirmed at the start of your tenancy, you agreed to have sufficient funds (equal to eight weeks of rent) available and are therefore required to pay for your proposal.
5) How many chances do I have to propose a settlement of these charges?
5) How many chances do I have to propose a settlement of these charges?
You will be given one opportunity to provide a proposed settlement. If your landlord/agent does not accept this, they will propose a final offer to you which you may accept or dispute. To submit a formal dispute you will be required to pay a £60 dispute fee. Note that if your dispute is successful, this fee will be refunded to you. To learn more about formal dispute resolution. You can find more information on the dispute procedure below under point 7, How do I submit a formal dispute.
6) My proposal is rejected, what happens with my payment?
6) My proposal is rejected, what happens with my payment?
If your proposal is rejected, Reposit will immediately refund your proposed settlement. It can take 5-10 working days for this money to appear in your bank account due to the time it takes your bank to process the transaction.
You can either pay the letting agent/landlord’s final offer or dispute the charges, where you will be required to pay a £60 dispute fee within 7 days of receiving the final offer.
7) How do I submit a formal dispute?
7) How do I submit a formal dispute?
If your proposal is rejected by the letting agent or landlord, you have a further 7 days to either accept their final offer and pay or formally dispute the charges.
To raise a dispute, you must pay a £60 dispute fee. This fee discourages frivolous disputes and ensures they are made in good faith. If your dispute is successful, the fee will be fully refunded.
Please note that disputes cannot be registered until the fee is paid. Additionally, once a dispute is submitted, no further evidence can be uploaded, so ensure all relevant documentation is included upfront.
Once the landlord or letting agent submits their evidence, the case will undergo independent adjudication, which may take up to 6 weeks. You will receive an email with the adjudication result, including a full report and breakdown.
The outcome will determine what happens to your £60 dispute fee:
If the landlord’s charges are fully upheld: The £60 fee will not be refunded, and you must pay any remaining balance in full.
If the ruling reduces the amount owed: The £60 fee will be deducted from the final balance. For example:
Charges submitted: £200
ADR result: £150
Balance owed after applying the fee as credit: £90
If the amount owed is less than £60: You will be refunded the difference. For example:
ADR result: £25
Refund: £35
Important:
You will have 24 hours from receiving the adjudication result email (titled Formal Dispute Update: Adjudication Result) to pay any outstanding balance. To prepare, ensure you have sufficient funds available in case the ruling is not in your favour.