Hello Lee, thank you for reaching out. Unfortunately, your review is not accurate. We are always happy to rent a property to you, however you were unable to provide a valid form of ID. … More

Thanks for sharing your feedback. We take concerns like this seriously and want to look into what’s happened here. Please contact me direct so I can review the details with you and work towards a resolution. sian@inventorybase.com / 03333 444506

Hi Pav, We’ve looked into this thoroughly and can’t find any record of missed calls, voicemails, or emails from you over the past week or before. Our support lines, … More

Hi Isla, We’re sorry to hear about your frustrations and we want to address your concerns clearly. First, to clarify — your agreement was through Reposit, which is a deposit replacement service. The use of Reposit and paying our upfront non-refundable fee replaces the traditional five-week tenancy deposit. tenants choose to use Reposit as a more affordable alternative but it does not negate your responsibility for end of tenancy charges. At the end of a tenancy, landlords are entitled to raise claims for rent arrears, cleaning, gardening, or damage beyond fair wear and tear, in line with your tenancy agreement. These are called Charges under the Reposit T&Cs. You are always notified of any Charges via your Reposit account, and you have 7 days to respond with your own evidence or a counter-proposal. If you disagree with your landlord’s claim and it cannot be resolved directly, the process allows you to escalate to an independent third-party adjudicator by paying a £60 adjudication fee. This fee is fully refunded if your dispute is upheld in whole or in part. The fee exists only to ensure that adjudication requests are genuine and impartial. We appreciate that you would have preferred to speak with someone by phone, but as stated in the T&Cs, all formal communication must go through your Reposit account or via email (hello@reposit.co.uk). This ensures a clear record of all evidence and correspondence for both tenants and landlords. We understand moving out can be stressful, and we regret that the process has left you feeling unheard. Please log into your Reposit account or email us directly so we can review your specific case and make sure it follows the process set out in the Terms & Conditions. Thank you for raising your concerns — we take all feedback seriously and will continue to improve how we explain and support tenants through the Reposit process. Kind regards Reposit Customer Support Team

Hi Harriet, We’re sorry to hear about your experience and understand your frustration. To clarify, Reposit is an alternative to a traditional cash deposit, designed to give tenants more flexibility at the start of a tenancy. It is never a condition of renting a property and tenants should always have the option to choose a standard cash deposit if they prefer. If you feel you were pressured into using Reposit, we’d encourage you to raise this with your landlord or letting agent, as that decision should always remain with you. Please also reach out to our support team directly at hello@reposit.co.uk so we can look into your case in more detail and make sure your concerns are addressed. Thank you for sharing your feedback. Kind regards Reposit Customer Support Team

Hi there, Thank you for your feedback, and we're sorry to hear that you were unhappy with your experience using Reposit. We would like to clarify that the £60 dispute fee, which is outlined in Reposit's terms and conditions agreed to at the time of purchase, supports a fair and independent resolution process for end-of-tenancy charges. This fee helps ensure that disputes raised are genuine, and the fee is fully refundable if the adjudicator reduces the letting agent or landlord’s claim by any amount. Reposit is designed to lower the upfront cost of renting by removing the need for a traditional five-week deposit. However, this does not remove a tenant’s responsibility to plan for any potential end-of-tenancy charges, which may require disputing if you're unable to come to agreement with your letting agent or landlord. We always encourage tenants to review the terms carefully before committing so they are aware of how the process works, including the dispute mechanism, and can plan accordingly. We’re happy to assist if you have further questions about the dispute process or your options. Please contact us directly on hello@reposit.co.uk. Kind regards, Reposit Customer Support Team

Hi Lola, Thank you for taking the time to share your experience. We are genuinely sorry to hear that both of your tenancies with Reposit did not meet your expectations. Reposit was created to help reduce the upfront costs of renting by removing the need for a traditional five-week deposit. However, we understand that end-of-tenancy charges can still be stressful, particularly for students. These charges are submitted by the letting agent or landlord, and while Reposit facilitates the process, we do not set or profit from these charges. If a tenant disagrees with the charges, they have the option to raise a formal dispute. A £60 fee is only required if the case is escalated to a third-party adjudicator, and this fee is fully refunded if any part of the claim is reduced. The adjudication process is designed to be fair and evidence-based for both sides. We are sorry to hear that our communications felt impersonal. We aim to provide clear and consistent support, but we also recognise the importance of making each interaction feel helpful and human. Your feedback is appreciated and helps us improve. We always encourage tenants to review the Reposit terms carefully before committing, so they understand how the process works and can prepare for any potential end-of-tenancy costs or disputes. If you would like us to look into your case in more detail, please feel free to contact our support team 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.