What happens when there’s a dispute?

If the charges submitted following the end of the tenancy can’t be successfully negotiated between the parties on our platform, the case can be referred for Independent Dispute Resolution. The adjudicator will make the final decision on the case and provide a report detailing their review of the charges and any award made. We will share the adjudication report with all parties once received and if an award is made, we will also send an invoice for payment which will need to be paid within 5 days.

When a dispute is raised, we will notify all parties via email. This email explains that the case has been referred for independent adjudication and provides a 5-day window for any additional evidence or points of view to be added to the platform. The adjudicator will only be able to make the decision based on the information provided to them and no further evidence can be provided once the case has been referred.

Once the charges have been referred to the adjudicator, it can take up to 28 days for their report to be returned. As with a traditional deposit, the Independent Dispute Resolution decision is final and binding, and may not be disputed.