How do I dispute end-of-tenancy charges?

Use the dispute process when an end-of-tenancy charge remains unresolved and you want an independent adjudicator to decide the amount owed.

Before starting a dispute

There is one adjudication for each tenancy. It covers all charges that remain unresolved when the case is referred.

Before starting:

• review every outstanding charge;
• complete any negotiation you want to attempt;
• check that accepted or agreed charges are recorded correctly;
• upload your evidence for every unresolved charge; and
• make sure your explanation responds directly to the landlord or agent’s evidence.

Charges that you have already accepted or agreed are not reconsidered during adjudication.

How do I start the dispute?

1. Sign in to your flatfair account.
2. Open the end-of-tenancy case.
3. Review every unresolved charge.
4. Select the adjudication or dispute option.
5. Explain your position for each charge.
6. Upload your supporting evidence.
7. Pay the dispute fee shown in your account.
8. Submit the dispute.

What is the final evidence window?

When flatfair tells both parties that the case is being prepared for referral, each party has 5 days to add their final evidence.

Use this period to check that every photograph, document and explanation has been uploaded. Once the case has been sent to the adjudicator, further evidence cannot be added.

What evidence should I submit?

Submit evidence that directly addresses the disputed charge, including:

• the signed tenancy agreement;
• check-in and check-out inventories;
• dated photographs or video;
• cleaning or repair receipts;
• rent and bill payment records;
• repair and maintenance correspondence;
• evidence of an item’s age or previous condition; and
• a clear calculation of the amount you say is due.

Organise the evidence by charge and explain what each document demonstrates. The adjudicator decides the case from the written evidence and does not visit the property.

Do I pay while the dispute is being decided?

Agreed charges are recorded but the final case balance is confirmed after every charge has been resolved. If adjudication establishes a balance, it must be paid within 5 days of the payment notification.

For the fee, timescale and decision process, see How long does adjudication take, what does it cost and what happens next?