Conditions of resolution - custodial protection

Discover how we handle resolution for our custodial scheme, including legal requirements and resolution processes

• End of tenancy best practice

  At the end of your tenancy, make sure you've paid rent up to date, provided accurate contact details, and attempted to negotiate deposit return with the member.

• Deposit resolution acceptance criteria

  To request a resolution, the tenant must have moved out of the property, paid all their rent, attempted negotiation, and agreed to our free ADR service or chosen the court option resolution.

• The release, negotiation and resolution process

  Understand the step-by-step process, from the tenant requesting resolution to the member sending their response, the tenant's response, and more. Learn about the court process as an option.

• Best practice evidence

  Learn how and what evidence is crucial for a fair resolution. Find out about relevant documents, supporting evidence, and how adjudicators look at the evidence provided.

• Adjudication

  Discover how impartial adjudicators analyse the evidence, calculate fair wear and tear, and make binding decisions. Explore the factors they use when making decisions.

• Miscellaneous information

  Stay informed with updates to conditions and guidelines, reporting errors, and our commitment to handling end of tenancy processes with transparency and fairness.