What should I do if I cannot pay end-of-tenancy charges?

Contact flatfair as soon as you know that you cannot pay an established end-of-tenancy balance by the deadline.

The standard payment deadline is 5 days from the payment notification. Financial difficulty does not cancel the balance or automatically extend the deadline.

What should I do first?

1. Check the final balance and payment deadline in your account.
2. Contact flatfair before the deadline.
3. Provide your case or membership reference.
4. Explain how much you can pay and on what dates.
5. Tell flatfair about any vulnerability, accessibility need or communication adjustment relevant to the case.
6. Keep copies of your request and every response.

Do not ignore the invoice or wait for collections activity before making contact.

Can I have a payment arrangement?

A payment arrangement exists only when flatfair confirms the amount, dates and conditions in writing.

Requesting an arrangement does not change the original deadline. Until written terms are agreed, the full balance remains due.

A partial payment reduces the balance but does not settle the case or remove responsibility for the remaining amount.

What happens if the balance remains unpaid?

If the balance is not paid and no written arrangement is in place, flatfair can refer it to its collections process.

Collection activity can include written payment demands and direct contact about the debt. Respond to every contact and use only the authorised payment instructions supplied for your case.

Additional recovery costs are added only where the applicable terms and law permit them. Continued non-payment can lead to legal action. If court action results in a judgment, it can affect your credit record.

What if collections has already contacted me?

Contact the named collections team using the details in its letter or email. Quote the case reference, explain your circumstances and request written confirmation of any agreed payment terms.

Keep a record of:

• who you spoke to;
• the date and time;
• the amount discussed;
• agreed payment dates; and
• payment confirmations.

Where can I get free independent advice?

You can obtain free and independent debt or housing advice from:

• StepChange;
• Citizens Advice;
• Shelter England; or
• Shelter Cymru if your home is in Wales.

These organisations are independent of flatfair.

Obtaining advice does not change the payment deadline or create a payment arrangement. Contact flatfair before the deadline as well.

If illness, disability, bereavement, financial hardship, language, literacy or another circumstance affects your ability to deal with the case, tell flatfair what support you need and read the Vulnerable Customer Policy.