Resolution

How to request a deposit release and see your resolution status

Resolution

How to initiate resolution

1. You will now see the option to initiate resolution at the top of the page and you can choose to either take the case to court or send it to our resolution team

2. On the dashboard you will see the release request has now changed to evidence review and a notification lets you know how much time is remaining to confirm your evidence

3. Check that all the evidence you need to provide has been uploaded to the platform

4. Once both parties have clicked the confirm button, the case will be moved to our resolution team

If both parties do not confirm by the date shown it will be automatically confirmed and passed across to our resolution team.

5. The case is now with our resolution team and you will see the status change. You'll be able to keep track of the case progress and relevant dates on your resolution panel

Please note: If you choose resolution, both parties will have five days to confirm the final evidence before the case is moved to our resolution team (currently evidence review is five working days)

Remember: After you have clicked confirm you will not be able to upload any further evidence

How to check resolution status: case assessor

Once resolution has begun, you can check the progress by logging in to your portal.

1. Click on the resolution panel on the left side of the dashboard to view a table of all the current and previous release requests

2. The status of each case will be shown here as well as the stage of the resolution process which will either be assessing or adjudicating

3. Click on the release request ID of the relevant deposit to be able to see when a case assessor has been assigned to your case

4. Once a case assessor has been assigned, they will review all of the information and evidence provided and will look to resolve the case with both parties by phone and email using their resolution expertise

5. When resolution has been reached, the case assessor will enter the agreed amount for the return of the deposit along with the reasons for this decision

6. Both parties will be notified that the case has been resolved and the status on your dashboard will be updated

Please note: The resolution reason will be shown next to each resolved settlement and a confirmation of the released amounts will be provided

How to check resolution status: adjudicator

Once resolution has begun, you can check the progress by logging in to your portal.

1. Click on the resolution panel on the left side of the dashboard to view a table of all the current and previous release requests

2. The status of each case will be shown here as well as the stage of the resolution process

3. Click on the release request ID of the relevant deposit to be able to see when an adjudicator has been assigned

Please note: Once an adjudicator has been assigned both parties will be notified by email, text message and a portal notification

4. When the case has been moved to an adjudicator, the notification will show the date the adjudication was started and explain the next steps

5. The adjudicator will consider the information and evidence provided from both parties to reach a reasoned and impartial decision on the return of the deposit

6. Once a decision has been reached, you will be able to view the reasons why the decision was made in the resolution reasons section

7. Both parties will receive confirmation that the release request has been resolved via email, text message and a portal notification and the status will be updated to 'adjudicated'. The confirmed deposit release amounts will be shown

How to return the whole deposit

1. Click ‘Start release request’, enter the date the tenant vacated the property or tick the box if the tenancy did not start

2. Select ‘Whole deposit returned’

3. Click 'Next', confirm the release details by pressing ‘Submit and send’

4. The tenant now will have the option to say the amount has been returned or state a different amount has been received and start negotiation

Top tip: If your tenant has not completed the setup of their online account due to us holding outdated contact information, you can at this stage supply us with the most up to date details you have for them. If the tenant does not respond within the deadline the release request will be closed and no further action is needed.

The deadline for starting the formal resolution process will be stated, and the case will progress depending on the response from the tenant.

If the tenant agrees the stated amount has been received, the release request will be closed and no further action is needed.