How do I review and respond to proposed end-of-tenancy charges?

When your landlord or agent proposes an end-of-tenancy charge, flatfair sends you a notification and gives you access to the charge and its supporting evidence.

You have 10 days from the notification to respond. The exact deadline is displayed in your account.

What should each charge show?

Check that the charge includes:

• a clear description of the issue;
• the amount being requested;
• evidence of the property’s condition or the unpaid balance;
• evidence that you were responsible;
• an explanation of the financial loss; and
• a calculation showing how the amount was reached.

An invoice, quotation or estimate can support the amount claimed, but it does not by itself prove that you caused the issue or that the full amount is your responsibility.

How should I review the evidence?

Compare the charge with:

• your tenancy agreement;
• the check-in inventory and photographs;
• the check-out report;
• your own move-out photographs and video;
• repair or maintenance correspondence;
• rent and bill payment records; and
• the item’s age, original condition and expected lifespan.

For cleaning or condition charges, compare the check-in and check-out evidence rather than considering the check-out evidence alone.

Which response should I choose?

Respond to each charge using the option that matches your position:

• Accept if you agree that you owe the full amount.
• Counter-offer if you want to propose a different settlement amount.
• Dispute if the charge remains unresolved and you want an independent adjudicator to decide it.

Do not accept a charge solely to acknowledge that you have seen it. Accepting confirms that you agree to pay it.

How do I respond?

1. Sign in using the link in flatfair’s notification.
2. Open each proposed charge.
3. Download and review the landlord or agent’s evidence.
4. Select your response.
5. Add a concise explanation and upload the evidence supporting your position.
6. Submit the response before the displayed deadline.
7. Keep the confirmation email and copies of everything submitted.

If evidence is missing, identify what is missing in your response and submit your own evidence before the deadline. Do not leave the charge unanswered while waiting for additional documents.

What happens if I do not respond?

If you do not respond within 10 days, flatfair reviews the submitted information. A charge supported by sufficient evidence can be treated as accepted under the No Deposit process.

Once a charge is accepted or otherwise established, it becomes payable. Ignoring the notification does not prevent the case from progressing.