Resolution

In this chapter we show you how to initiate a release request and view your resolution status

Resolution

In this chapter we will cover how to initiate a release request and negotiation as an agent on the platform. We also cover how to view the resolution status when it is with an adjudicator or case assessor. Read through the step by step guide or watch the video tutorials below.

Your release request number (RR) replaces the URN

How to initiate a release request and negotiation

Once you have logged in, you will see summary data and information relating to tenancies, releases and resolution on your homepage dashboard.

1. To initiate a release, go to 'tenancies' and either search for the tenancy using the address, landlord or tenant name and click on the relevant tenancy

2. Next, select the 'deposit' tab and you will be able to click 'start release request' at the top right corner

3. A pop up will appear for you to enter the date the tenant left the property or confirm if the tenancy did not start and to select whether you are releasing the whole deposit or requesting a settlement from the tenant

Please note: Selecting release whole deposit and clicking 'next' will release the deposit to the tenant and there is no further action needed

4. If you are requesting a settlement from your tenant, the next step will be to provide the key tenancy documents and upload these to the platform

If you do not have the documents you will need to explain the reasons why they are not available as these will help when negotiating with your tenant

5. You will be asked how much, if any, you have returned to the tenant

6. Once you have uploaded your documents, click the 'Add settlement' button

7. Complete the details for the description of the settlement, the amount claimed, the type of settlement, and any comments you'd like to make in support of your claim

Remember: When adding descriptions of the settlement you will also need to upload your supporting photo and video evidence

8. You are also able to add multiple settlements if needed by clicking the 'Add settlement' button

9. Once all of the settlements have been added you need to confirm your bank account details

Please note: You are able to upload any general evidence that you feel is relevant to the whole release request and not just individual settlements

Once all settlements have been added a summary of the amount claimed and amount to return to the tenant is shown. During the negotiation stages you are able to increase or decrease your offer, however you are unable to add additional settlements so please make sure they are all included from the initiation of the release.

10. The confirmation screen will show you a summary of all of the information you have provided

11. Click 'request settlements' and 'submit and send' to complete the initiation of the release request

Now your release request has been created, you will see the status change to negotiation and your RR (release request) number will be generated.

Remember: The chat facility function is now open and you can enter a discussion with the tenant

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

What does the tenant need to do?

The tenant can now respond to the release request

1. The tenant will need to confirm the date they vacated the property and confirm their bank account details

2. The tenant is able to view the release request including any settlements and evidence provided

3. They can now accept the settlement or propose a new amount and include their own evidence in order to negotiate the return of the deposit

Please note: If offering a new amount, the tenant will enter this in the new offer box and a summary of the proposed release will be shown

4. The tenant must then provide their reasons why they are proposing a new settlement

5. Once they click 'Renegotiate' a confirmation pop up will appear

6. After the tenant has confirmed, any accepted settlements will be marked as accepted and the new proposed offer amount will be shown

Please note: As the landlord, you will now be notified of the tenant's response to the release request by email, text message and a notification in the portal. The email notification will explain the tenant's reason for proposing a new settlement amount and you are able to respond

Landlord next steps

1. The tenant's offer amount will be shown on the dashboard as well as the original amount claimed, if the tenant has provided evidence you are able to view this too

2. You will then have the option to either accept the tenant's proposed amount, offer an alternative in response or initiate resolution once the unresolved amount has been lodged

3. If you are suggesting an alternative offer you must provide a reason to support the amount you are suggesting

4. By clicking renegotiate and offering a new amount, the latest offer will be sent to the tenant and they are able to accept or respond to the request

This new process allows for a negotiation between yourself and the tenant with the aim of reaching a mutually agreed resolution on the return of the deposit. And there is no limit to the amount of negotiation that can take place within a 90 calendar day period.

The chat facility is a great way of negotiating the release of the deposit directly with the tenant. All messages in the chat will be saved and can be referred back to if needed.

With this new and improved process, we hope that you will be able to reach an agreement with your tenant through negotiation. However, if this isn't possible then resolution can be initiated to move the case to our resolution team.

Top tip: You can also share documents and files within the chat window to support the negotiation

How to initiate resolution and lodge an unresolved amount

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

Please note: If you choose resolution, both parties will have ten working days to confirm the final evidence before the case is moved 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.

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

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

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

us 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

Top tip: If your tenant has not completed the setup of their online account and the account status is pending, you can supply us at this stage 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 required.

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 will be closed and no further action is required.