How do I make a counter-offer or negotiate end-of-tenancy charges?

Use a counter-offer when you want to propose a different settlement amount for a charge.

When should I make a counter-offer?

A counter-offer is appropriate when:

• you accept responsibility but disagree with the amount;
• part of the charge is supported but another part is not;
• the proposed amount does not account for age, previous condition or fair wear and tear;
• the landlord or agent has claimed the full replacement cost for an item that was already used; or
• you want to offer £0 because you say no payment is due and want the landlord or agent to consider that proposal.

Choose the dispute route if you want an independent adjudicator to decide an unresolved charge.

How do I submit a counter-offer?

1. Sign in using flatfair’s notification.
2. Open the proposed charge and review the evidence.
3. Select the negotiation or counter-offer option.
4. Enter the amount you are offering.
5. Explain how you calculated it.
6. Upload the documents, photographs or payment records supporting your offer.
7. Submit it before the displayed deadline.

A strong counter-offer identifies the points you accept, the points you reject and the evidence supporting the amount offered.

What happens next?

The landlord or agent can:

• accept your counter-offer;
• make another counter-offer; or
• raise a dispute

Each party has 7 days to respond to a counter-offer. Check your account for the exact deadline.

Negotiation can continue through more than one counter-offer. Respond to every new proposal rather than relying on an earlier message.

What happens if my offer is accepted?

The accepted amount becomes the established charge. Once all charges in the case are resolved, the balance must be paid within 5 days of the payment notification.

What if we cannot agree?

Make sure your complete evidence is already uploaded, then use the dispute option when it becomes available.

Only one adjudication takes place for the tenancy, and it covers all unresolved charges. Do not start it until you have reviewed every outstanding charge.