What should I do as the tenancy approaches its end?

Your Reposit should only be finalised and checked out once your tenants have vacated the property.

If the tenancy extends beyond the Reposit end date, extend it accordingly to align with the tenancy dates.

When should I raise end-of-tenancy charges if they are outstanding at the end of the tenancy?

Once your tenant has moved out of the property and you have checked out the Reposit, you can proceed to add any charges by clicking the Add Charges button. For more information, refer to our FAQ covering What is covered?.

What is the deadline for submitting charges?

The submission deadline for your charges will be displayed prominently at the top of the page until your charges are submitted, ensuring you are aware of the time frame.

You have 24 days from the Reposit end date or check out date (whichever comes first) to create and submit charges.

How do I add charges?

In the charge item section, click Add Charge to detail each charge you intend to raise against the tenant.

Provide a brief description, specify the charge type, and input the amount owing.

Support each charge with evidence through receipts, photographs, or any other relevant documentation.

What kind of evidence is required for charges?

You can support each charge with evidence such as receipts, photographs, or any other relevant documentation along with the standard tenancy documents. For guidance on the evidence required, refer to the Evidence Checklist or reach out to the Reposit team (hello@reposit.co.uk) for a copy of this guidance.

What documents should be uploaded in the tenancy document section?

Under the tenancy document section, ensure you upload the checkout report. If the charges are solely for rent arrears, the checkout report isn’t necessary at this stage. You can also upload any further standard tenancy documents related to the tenancy.

What information should be included in the supporting information section?

Provide a summary in the supporting information section outlining the reason behind the charges. This will help the tenant understand the basis for the charges raised. The more information you can provide to the tenant, the easier it will be for them to understand the rational.

What if a guarantor was required but not initially added to the Reposit?

If a guarantor was not initially added to the Reposit but was required for the tenancy, ensure their details are entered before submitting the charges. They must be made aware of their responsibilities and failing to add them could impact your case.

What should be done before submitting the charges?

Carefully review all details of the case and verify the accuracy of the information provided.

Ensure all information is correct to avoid any complications. Confirm the guarantor information is also correct.

Can additional charges be added after submitting?

No further charges can be added after submitting the charges.

The tenant will then have seven days to review and respond to the charges, and you will be notified of their response.

Now that you have submitted the end-of-tenancy charges, what next? Please see below some frequently asked questions to assist you with your next steps.

What happens if a tenant does not agree with the charges submitted?

If a tenant(s) does not accept the charges raised at the end of the tenancy, they will be required to submit a proposed settlement along with any evidence they feel supports their response, before they can raise a formal dispute. To submit a proposal, the tenant is required to pay the amount they are proposing upfront through their Reposit dashboard. From this point, you can either accept the proposal and receive a quick payout, or you can reject it and submit your “final offer”.

What documents do I need to upload with my charges?

You will be able to submit your end-of-tenancy charges through the Reposit dashboard, without having to upload all of your evidence or standard tenancy documents. You will only be required to upload a checkout report at this stage for the tenant(s) to review. If you are submitting rent arrears only, you will not be required to provide any documents at this point (not even the checkout report).

However, you also have the option to submit all evidence upfront. By uploading all of your evidence, you are creating a stronger case for payment with your tenant which is likely to result in the tenant agreeing and paying the charges sooner.

If you are unable to reach an agreement with the tenant, you will be required to upload all of the evidence at a later date to ensure a successful adjudication and/or insurance payout.

How many chances do I have to go back to the tenant(s) to offer a settlement of these charges?

Following the initial submission of charges, the tenant has the option to accept and make payment. if they disagree with the charges, they will be required to submit a proposed settlement within 7 days of you submitting the charges. You may accept this proposed settlement or reject it and submit a final offer back to the tenant within 7 days of receiving their proposal. Once your final offer is submitted, the tenant will be required to either pay this final offer, or raise a formal dispute for the case to be sent for adjudication. If the tenant does not respond, the case will be sent to our insurers.

What happens if we don’t reach a settlement with the tenant(s) after the final offer, for all of the charges?

Whether you have successfully agreed on some items or none at all, please see below how these cases will proceed:

Some items have been agreed/settled and some haven’t:

For the items that have been agreed upon with the tenant(s), this amount is “locked in”. For the items that have not been agreed upon, your “final offer” amount will be the one “locked in” in the case that the tenant disputes or automatically accepts the charges.

No items have been agreed upon/settled

If no items have been agreed upon/settled, then your “final proposal” amount will be the amount taken forward, not the amount originally submitted.

What if I miss the chance to respond to the tenant(s) proposed settlement?

If you do not respond to the tenant’s proposed settlement within 7 days, the proposal will automatically be rejected. The tenant will be informed that their proposal was rejected and will be asked to settle the charges at the original amount submitted. If they do not do this, they may raise a formal dispute.

What happens if the tenant(s) do not respond to the charges?

If the tenant(s) do not respond to either a) the submission of the original charges, or b) the final proposal then this will be considered an automatic acceptance where they will become liable for the charges in full provided we have received all necessary evidence from you.

When will I need to upload all the final evidence and how do I know when to do this?

The point at which you upload the final evidence will vary depending on the course the case follows. We have outlined these scenarios below:

• The tenant has not responded within the 7 days of the charges being submitted and the case is automatically accepted
• The tenant has not responded after your final offer and the case is automatically accepted
• The tenant submits a formal dispute

When there is a need for you to submit your final evidence, you will be contacted via email and provided a link. The email subject line will be RESPOND NOW further evidence required – [property address].

How long do I have to submit all necessary evidence in the event of a dispute or the charges being sent to insurers?

You must ensure all your evidence is submitted as soon as possible to avoid any delay. However, you will be given a maximum of 30 days to submit your evidence. If you do not submit the evidence within this time, your case will be automatically closed and you will not be able to re-open it.

What happens if the tenant(s) rejects my final offer?

If the tenant disagrees with the final offer, they will have the opportunity to submit a formal dispute.

The tenant(s) will be required to pay a £60.00 fee to submit the dispute. This fee is required to deter any tenants from unscrupulously disputing charges.

Once a dispute fee has been paid and the case has been submitted, it will be forwarded to third party adjudication service to review. The adjudicator will review the case and make a decision based on all of the evidence provided by the tenant and the landlord/letting agent.

On average, disputes reach a decision within 14 days. This decision is final and Reposit has no influence over this decision.

The £60 dispute fee paid by the tenant is refundable, depending on the adjudicator’s decision as outlined below:

• If the ruling is wholly in the landlord’s favour
• The £60 fee will not be returned to the tenant
• If the ruling is adjusted and reduced (but greater than £60)
• The £60 fee will be credited against the final amount due by the tenant(s)
• If the ruling is less than £60
• The £60 charge will be partially or fully refunded to the tenant and the case closed

What should I do when I receive a proposed settlement from my tenant?

When you receive a proposed settlement from your tenant, click Respond Now at the top of the page to review the proposal.

You will find the details of the proposal along with the time remaining to either accept or reject the payment.

How do I accept a proposed settlement?

If you agree with the tenant’s proposal, select Collect. This action will issue the agreed payment.

What if I find the proposal unsatisfactory?

If the proposal is unsatisfactory, you have the option to reject it. Below the proposal details, you will see the tenant’s response to the charges along with any supporting evidence. By selecting Reject, you can respond to each item individually, accepting proposals you find fair and challenge those you disagree with.

Can I add additional evidence to support my case?

Yes, you can supplement your response by adding any additional tenancy documents or evidence that supports your case.

What happens after I respond to the tenant’s proposal?

After you respond, the tenant will have another seven days to accept or dispute the final offer you make.

What should I do if I need further assistance?

If you need further assistance, you can contact us through live chat or email (hello@reposit.co.uk) for additional guidance.

In the majority of cases, Reposit successfully recovers money owed from tenants. In case the tenant does default, Reposit works in partnership with a top global insurer who write over $10bn in premium each year. Our insurance structure means that landlords are guaranteed payment in the event of a tenant defaulting on any charges normally covered by a cash deposit. 

As an FCA regulated company, Reposit follows strict guidelines as set out by the FCA which intends to bring agents, landlords and tenants comfort that they are affiliated with a responsible firm that has continuous oversight from an independent regulatory body. 

Reposit also benefits from FSCS protection. This scheme protects consumers for up to £85,000 in losses if a firm is unable to pay for their liabilities. In the context of Reposit, in the highly unlikely event our insurer becomes unable to pay the landlord, then the FSCS will wind down and honour any existing cover.