Hello Alex, Thank you for taking the time to leave your review. We were hoping you might be able to elaborate further on your comments so we can fully understand your concerns. We assume your feedback relates to the charge made for a replacement key upon your departure from the property. Unfortunately, the keys you returned were not the correct set for this property, and the property was also left in a poor condition, requiring additional work to make it safe and secure again. We only have a 12 Hour turn around before the new tenants arrive (as we did you) and thus need to move quickly. We’d like to highlight that throughout your tenancy, all maintenance requests were dealt with promptly, compliance checks were carried out on time, and all statutory documentation was renewed as required. As managing agents, we have a duty of care to ensure the property is safe and fully functional for future occupants, which includes replacing missing keys where necessary. We’re sorry that you disagree with this decision, but we kindly ask that you reconsider your review, taking into account the efforts made to support you during your tenancy and maintain the property to the required standard.

Hi Ross, We’re sorry to hear that you feel dissatisfied with your experience, and we’d like to clarify a few key points about how Reposit works to ensure fairness for both tenants and landlords. Reposit is an FCA authorised business offering a legal and transparent alternative to traditional cash deposits. Our service includes a structured dispute resolution process overseen by an independent third-party adjudicator, who assess all evidence fairly from both sides before reaching a decision. Reposit is not at all involved in the decision making process when a dispute is raised. All tenants have the right to dispute any charge made against them. We give every tenant a clear opportunity to respond to proposed charges within a set timeframe. If a tenant disagrees with the charges, they can raise a formal dispute, and the case is passed to our independent adjudication provider (The Dispute Service). This process ensures that evidence is reviewed impartially, and a decision is made based on facts, not assumptions. The £60 dispute fee is fully refundable if the adjudicator finds even partial fault with the landlord’s claim. This fee is not designed to penalise tenants but to discourage frivolous disputes and ensure the adjudication system is used responsibly. This policy is clearly outlined in our terms and conditions. With regard to our annual fee, Reposit is not a traditional deposit scheme. We offer tenants a lower upfront alternative to paying five weeks’ rent as a cash deposit. The annual fee helps maintain the protection that Reposit offers for the duration of the tenancy, which many tenants find preferable to tying up hundreds or even thousands of pounds. Finally, please note that we take accusations about fake reviews very seriously. All of our public reviews are left by verified users and like any regulated business, we are subject to oversight and compliance checks to ensure honesty and fairness in our operations. We understand that dealing with end of tenancy charges can be stressful, but we’re committed to providing a fair and transparent process for all parties. If you’d like us to review your specific case again or clarify the adjudicator’s findings, please feel free to reach out to our support team directly on hello@reposit.co.uk Kind regards, Reposit Customer Support Team

Hi Ruta, Thank you for taking the time to share your experience. We’re sorry to hear that you were disappointed by your experience with Reposit. We understand how frustrating it can be when a dispute outcome doesn’t go the way you had hoped. However, we want to assure you that Reposit does not make dispute decisions ourselves. All disputes are referred to an independent, third-party adjudication service. The adjudicator evaluates all submitted evidence and comes to a decision on the bases of this evidence, in line with the relevant regulations. The £60 dispute fee is refundable, unless the adjudicator wholly agrees with the charges raised by the letting agent/landlord. Should there be any discrepancy whatsoever, even just a small amount, the dispute fee will either be refunded to the tenant or deducted from the charges. The dispute fee serves to dissuade any frivolous disputes where the charges raised by your letting agent/landlord are reasonable and justified.We know this doesn’t change your experience, but we hope it offers some clarity about how the process works and why it’s designed to be impartial. If you would like us to review the details of your case, we’d be more than happy to look into it further. Please contact us directly on hello@reposit.co.uk. Thank you again for your feedback. Kind regards, Reposit Customer Support Team

Hi Rayna, We are truly sorry to hear that you’ve had a disappointing experience with Reposit. We want to clarify that Reposit has no financial or operational interest in keeping a claim open once a landlord indicates it should be closed. Any funds collected as part of a claim are passed directly to the landlord. If we are unable to recover those funds, our insurer covers the amount, at a cost to Reposit. In short, it is in our best interest for claims to be closed and for there to be no charges at all, as this avoids triggering insurer costs and supports positive outcomes for all parties. Our intention in reaching out to your landlord was simply to confirm whether he wished to reduce the charges or close the claim entirely. As I explained, we would never hold tenants liable for charges that a landlord has confirmed were resolved. However, because we cannot re-open a claim once it has been closed, it’s crucial for us to obtain clear written confirmation before taking that final step. We aim to proceed cautiously to protect both tenants and landlords from administrative errors that can’t be reversed. Regarding the timeline error, we do apologise again. This was a genuine human oversight, and we appreciated your understanding at the time. We are a small team with a high volume of emails, and unfortunately, we missed your landlord’s message on Friday. After our conversation, we even followed up with a phone call to your landlord to try and get clarity on your behalf as quickly as possible. We also want to reiterate that Reposit does not profit in any way from End of Tenancy charges. Our income comes solely from the initial Reposit fee and annual service fees. When landlords and tenants are able to resolve matters directly without the need for a claim, it’s genuinely the best outcome from our perspective. We can confirm that the claim has now been formally closed. We’re always here to listen, take feedback on board, and improve our service wherever we can. Regarding the £60 dispute fee, this is refundable, unless the adjudicator fully agrees with the charges raised by the letting agent/landlord. Should there be any discrepancy whatsoever, even just a small amount, the dispute fee will either be refunded to the tenant or deducted from the charges. This fee serves to dissuade any frivolous disputes where the charges raised by your letting agent/landlord are reasonable and justified. Thank you for your time, and again, we’re sorry this situation caused you frustration. Kind regards, Reposit Customer Support Team

Hi Amy, We appreciate your comments as Reposit is always striving to improve on our processes. We note that your initial contact with us was on the 9th July and we provided full information on how to propose a reduced figure in relation to the charges, there was no further request for help received from this confirmation. We would have been happy to help further or discuss options to pay if you had got back in touch. Attempts to recover the charges were therefore attempted in line with Reposit's terms & conditions. We are aware that you emailed us again at the same time of this review and following a discussion about the best course of action for you, Reposit was able to support you and your payment needs. It is always important to reach out, Reposit is always willing to help or provide options where possible. Kind regards Reposit Customer Support Team.

Hi Shannon, Thank you for sharing your feedback. We would like to clarify that the £60 dispute fee is refundable unless the adjudicator fully upholds all the charges raised by the letting agent or landlord. If there is any reduction in the charges, even a small one, the fee is either refunded to the tenant or deducted from the final amount owed. The dispute fee is in place to help prevent frivolous or unfounded claims where the charges are deemed reasonable and justified. In your situation, it appears that the charges were automatically accepted due to a lack of response within the given timeframe. Please note that multiple notifications were sent before any automatic acceptance or debt recovery process begun. If you would like to discuss your case in more detail, our team would be happy to review it further with you. Please contact us on hello@reposit.co.uk. Kind regards, Reposit Customer Support Team

Many thanks for taking the time to leave us a review. We are very sorry that you feel your experience of Bentons was less than acceptable. After reviewing our records there appears to be some discrepancies between your account and ours. Therefore, we have asked our Operations Manager Maria to contact you to discuss the matter further.

Hi Paul, I'm sorry that you found the application process difficult, unfortunately when we receive so much interest in a rental property we aren't able to carry out mass viewings, therefore we have to ask people to submit applications prior so we can vet accordingly and in this case had many applications submitted and viewings booked in. Apologies that we werent able to facilitate your viewing on this occasion