Vinita, we don't have any record of you on our database and no staff member, at any office, has any recollection of the name or of dealing with you. If this is a genuine review, I would ask that you make contact with the office and we will gladly looking in to any issues you may have.

Hi Kunal, We’re really sorry to hear that you feel disappointed by your experience, and we appreciate you taking the time to share your feedback. We’d like to clarify a few points about how Reposit works and how charges and disputes are handled. Reposit is not a deposit protection scheme — it’s an alternative to paying a traditional tenancy deposit, which tenants choose freely when they sign up. Tenants remain responsible for any legitimate end-of-tenancy costs outlined in their tenancy agreement, such as cleaning, damage (beyond fair wear and tear), or unpaid rent. Landlords are required to submit supporting information when raising charges, which we then share with tenants through their Reposit account so they can review and respond. If a tenant disagrees with a charge, there is a structured process to challenge it. This includes the opportunity to propose an alternative settlement directly with the landlord and, if the matter remains unresolved, to refer the dispute to an independent third-party adjudicator. The £60 adjudication fee covers the cost of this independent review and is fully refunded if the adjudicator determines that the dispute is valid and reduces the claim. We take concerns about transparency seriously and want every customer to feel informed and treated fairly. With that in mind, and knowing that we have already discussed the process with you, should you need any further clarification please feel free to reach back out to us. We genuinely value feedback, as it helps us improve our service and ensure our processes remain clear and fair for everyone involved. Kind regards, Reposit Customer Support Team

Hi Ryan, Thanks for taking the time to share your experience. We’re really sorry to hear how frustrated and let down you feel — that’s not the experience we want anyone to have with Reposit. To clarify a few important points: charge reviews are carried out by independent adjudicators, not by landlords, letting agents, or Reposit staff. Their role is to assess the evidence provided by both parties and determine what they believe to be reasonable based on market rates, invoices, and the tenancy agreement. We understand that, even when a charge is reduced, the outcome can still feel unfair — particularly if it doesn’t align with prices you’ve found elsewhere — and we appreciate how upsetting that can be. Regarding the dispute process, the system does not force tenants to increase offers, nor does it determine outcomes based on percentages. Any prompts shown are intended to help users understand what landlords are more likely to accept in a negotiation context, but they do not influence an adjudicator’s independent decision. We strongly reject the idea that the system is designed to favour landlords or agents, or that it’s used to “scam” tenants. That said, we recognise that trust is built on experience, and it’s clear we’ve fallen short for you here. Feedback like yours is taken seriously and is used to improve both our processes and how clearly we explain them. If you’re open to it, we’d really appreciate the chance to look into your specific case in more detail. You can reach our support team at hello@reposit.co.uk, and we’ll make sure it’s reviewed thoroughly. We’re sorry that the outcome of the dispute did not align with your expectations, but we thank you for speaking up. Kind Regards Reposit Customer Support Team

Hi Jafar, Thank you for taking the time to share your experience. We’re very sorry to hear how distressing this situation has been for you, and we appreciate the opportunity to respond. Reposit is designed to be a regulated alternative to a traditional cash deposit, with the aim of reducing upfront costs for tenants while still providing landlords with protection. We understand, however, that when disputes arise—particularly around end-of-tenancy charges—this process can feel frustrating and overwhelming. To clarify a few points in general terms: - When a tenant signs up to Reposit, consent to the payment method and dispute process is provided through our digital agreement, which sets out how and when funds may be requested if a claim is raised. - Any charges claimed at the end of a tenancy are first raised by the landlord or agent and are subject to evidence and a defined dispute resolution process. Tenants are always entitled to challenge a claim, request an independent review, and provide their own evidence before a final outcome is determined. - Recovery action is only considered where a balance remains outstanding after these processes have concluded. That said, we recognise your concerns about transparency, communication, and how this has been handled from your perspective. This is not the experience we aim to provide, and we take feedback like this seriously. We are continuously reviewing how we explain our terms, improve accessibility of our support channels, and ensure customers feel informed and treated fairly throughout the tenancy lifecycle. Because Google is a public forum, we’re unable to discuss the specifics of your case here. We would genuinely like the opportunity to review what has happened in detail and address any misunderstandings or issues. Please contact our customer support team directly via the email address associated with your Reposit account, quoting your Google review, so a senior member of the team can look into this for you. Thank you again for raising your concerns. We value this feedback and are sorry for the stress this situation has caused you. Kind regards Reposit Customer Support Team

Hi Matthew, Thank you for sharing your feedback. We’re truly sorry for the disruption you experienced and understand how critical uninterrupted access is for your operations. After investigating this matter thoroughly, we found that the issue required a configuration change on your side, which was confirmed and resolved following direct communication with your team. The ticket was then closed with agreement from your representative. We also want to clarify our escalation process. While the ticket was initially logged as low priority by your team, once we became aware of the severity through your review, it was immediately raised to the highest priority and addressed as quickly as possible under our standard SLAs. Our specialist teams and managers were engaged to resolve the issue promptly and ensure your systems were protected. We appreciate that the situation caused frustration, and we take your concerns about communication seriously. Your experience does not reflect the standard of service we aim to provide. If you’d like to discuss this further or share additional feedback, please reach out to us directly via the 'Customer Feedback Cycle' option - when logged into the portal, you can click on the feedback option in the top panel. We value your partnership and hope we've restored your confidence in our service.

Hi Kerry, We’re sorry to hear how difficult your experience with the property was, and we appreciate you taking the time to share your concerns. We want to clarify that the charges you’ve mentioned were not issued by Reposit. They were submitted directly by your letting agent, and Reposit is required to process the information they provide. As we explained in our email correspondence, we cannot negotiate or amend charges on a landlord or agent’s behalf, nor can we comment on the condition or management of the property itself. Reposit did make the formal dispute option available, which does allow tenants to challenge any charges raised. As this wasn’t completed within the dispute period, the charges were automatically deemed accepted under the terms of the Reposit service, and we are now obligated to pursue them. We understand this situation has been distressing, and we are genuinely sympathetic to the circumstances you described. While we must follow the process fairly for all parties, we are always willing to help you manage repayment which would stop further action to recover the funds. If you would like further support or clarification, please reach out to our team at hello@reposit.co.uk and we will do everything we can to assist. Kind regards Reposit Customer Support Team

Hi Laura, Thank you for taking the time to share such a detailed account of your experience. We are genuinely sorry to hear that you feel let down by the process and that it caused you frustration after your tenancy ended. We never want any customer—tenant or landlord—to feel dismissed or unheard. **We would like to clarify how our adjudication process works** Reposit’s adjudications are carried out by independent, professionally accredited adjudicators. They apply the same evidence standards that are used across the wider deposits industry, including government-approved deposit schemes. Landlord-provided check-in and check-out reports are generally considered primary evidence only because they are created by an independent third party at the start and end of the tenancy. However, tenant-submitted photos, videos, and correspondence can and do form part of the evidence considered when relevant and verifiable. We are sorry if you felt your evidence was not given appropriate weight. We would never intentionally disregard information provided by a tenant, and we take concerns about perceived imbalance very seriously. **Regarding the email you received before the adjudication decision** We appreciate how the wording could have caused concern. That message is part of an automated pre-decision process designed to outline all the possible outcomes, including potential charges if the adjudicator finds in favour of the landlord. It is not intended to imply the result has been predetermined. Based on your feedback, we will review this communication to ensure it is clearer, more neutral, and less distressing for tenants. **We want to investigate your case fully** While we cannot discuss case details publicly, we would really appreciate the chance to review your file to understand exactly what happened and whether any processes need improvement. If you are willing, please contact us at hello@reposit.co.uk with your details so our senior resolutions team can personally re-examine the matter. **Your feedback matters** We take every complaint seriously, and we continuously review our adjudication guidelines, communications, and service quality to make sure tenants and landlords are treated fairly. Input like yours helps us improve. Thank you again for sharing your experience, and we hope you’ll allow us the opportunity to look into this further for you.