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

Make a counter-offer when you accept that some amount is owed but disagree with the amount proposed. State the amount you offer, explain the calculation and upload evidence before the negotiation deadline.

When is a counter-offer appropriate?

A counter-offer may be suitable when:

• some cleaning was needed but the claimed work or hours are excessive;
• you caused damage but the claim does not allow for age, fair wear and tear or betterment;
• part of the rent balance is correct but the ledger includes the wrong dates or payments; or
• the parties want to resolve the case without adjudication.

How to make a clear counter-offer

1. Review the description, calculation and evidence for each charge.
2. Enter the amount you believe is reasonable.
3. Explain the difference using dates, quantities and calculations.
4. Upload the relevant check-in record, photographs, receipts, messages or rent evidence.
5. Submit before the deadline and keep the confirmation.

What happens if an offer is accepted?

The agreed amount becomes the settlement for that charge or case and is payable by the displayed deadline. Read the acceptance confirmation carefully before agreeing.

What happens if no agreement is reached?

An eligible unresolved case may proceed to adjudication if the required dispute step and fee are completed. Upload your complete evidence during the time allowed.