How do I accept and pay end-of-tenancy charges?

Accept a charge only after reviewing its description, amount and supporting evidence. Accepting confirms that you agree to pay the full amount shown.

How does a charge become payable?

A charge becomes established when:

• you accept it;
• a counter-offer is accepted;
• the parties reach another recorded agreement;
• an adjudicator awards an amount; or
• it is treated as accepted after no response and flatfair’s review finds sufficient supporting evidence.

Once every charge in the case has been resolved, flatfair confirms the established balance and provides the payment route.

How do I accept a charge?

1. Sign in using the link in flatfair’s notification.
2. Open the proposed charge.
3. Review the amount and evidence.
4. Select Accept.
5. Confirm your decision.

Keep the confirmation for your records.

When must I pay?

The established balance must be paid within 5 days of the payment notification.

Use the secure payment option in your flatfair account or the payment instructions supplied by flatfair. If a payment is not shown in your account after it has left your bank, contact flatfair and provide the payment date, amount and reference.

How does payment work for a joint tenancy?

Tenants can make separate or proportional payments towards the balance.

However, dividing the payment does not divide the liability. Where the tenancy creates joint and several liability, every named tenant remains responsible for the full unpaid balance until flatfair has received the total amount due.

Tenants and guarantors must agree any contribution split between themselves. If one person pays more than their agreed share, repayment between the parties is separate from the flatfair case.

Can somebody else make the payment?

A family member, guarantor or another person can pay an established end-of-tenancy balance using the payment link supplied for that charge.

You can share that payment link. Do not share your flatfair password, account access or personal No Deposit registration invitation.

What if I accepted a charge by mistake?

Contact flatfair immediately and explain what happened. The acceptance remains in place unless flatfair confirms a change in writing, so do not assume that contacting support has cancelled it.

When will my end-of-tenancy case close?

The case remains open until the end-of-tenancy process is complete and the full established balance has been paid.

Your landlord or agent is responsible for completing the case closure. If all charges have been resolved and paid but the plan remains active, contact the landlord or agent first.

If you cannot pay the balance by the deadline, follow What should I do if I cannot pay end-of-tenancy charges? immediately.