Resolution

Complete release requests and manage the resolution process

Resolution

In this chapter, you'll learn how to navigate the resolution process within the Total Property platform. We'll show you how to start a release request, initiate a resolution, view an adjudicator's decision, view a case assessor's resolution, and respond to a property manager's settlement offer. You can follow the step by step guide or watch the video tutorials.

How to start a release request

Click the ‘Deposits’ tab and locate your deposit. Then select ‘Start release request’
Complete the required information, including the release reason and any other mandatory fields
Review the details to make sure they are correct, then select ‘Submit’
A confirmation message will appear to confirm that your release request has been submitted successfully

Remember: Double check all information before submitting, as incorrect details may delay the processing of your request.

How to view adjudicator resolution

1. Click the Release Request ID to open the Release Request page for the relevant deposit.

2. The Release Request will display the date the adjudication process was initiated and explain the next steps

3. Once a decision has been made, the adjudicator's decision and explanation will be displayed under Resolution Reason

Please note: Both parties will be notified when the adjudicator has made their decision

How to start resolution

1. Select ‘Release Request’ to view the details of the case

2. Click the ‘Initiate’ to start the resolution process

3. The case status will change to Evidence Review. If you have any additional supporting documents, upload them under Tenant's evidence

4. Click ‘Confirm’ to acknowledge that you have provided all the required evidence and correct bank details to begin the resolution process

Remember: Once your case has been initiated, both parties will have 5 working days to submit and confirm their evidence.

Please note: You can keep up to date on settlement using the notification tab at the top

Tenant: How to view case assessor resolution

Go to the Status and Resolution Stage tabs to check the progress of your case
Click on the Release ID to open the Release Request page, and check whether a case assessor has been assigned to your case
Once a resolution has been reached, your case assessor will enter the agreed amount of the return of deposit, as well as the Resolution Reason

Your case assessor will review all the evidence provided and will look to resolve the case for both parties by phone or email.

Important note: Both parties will be notified that the case has been resolved and the status of the case will be updated.

How to respond to property manager offer

Click the Release request tab to view the details of the proposed settlement and the evidence submitted for the case
On the right-hand side of the page, use the Chat facility to communicate directly with the landlord or agent
For each settlement proposal, you have two options:
1. Accept settlement
2. Offer new amount
If you do not agree with the proposed amount, upload supporting documents under Tenant's evidence to support your negotiations
Provide an explanation for your proposed amount in the Reason field
Explain the reason for offering new amount under Reason
Click Renegotiate to confirm your new offer and send it to the landlord or agent

Please note: Once you submit a counter offer, it cannot be withdrawn or cancelled, and the other party will be notified.