Hi Hannah, Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficulties you've experienced, and we want to assure you that we take your concerns seriously. We understand your frustration regarding the recent fee. As we discussed this morning, we have processed a refund of your annual fee following your move-out confirmation. Reposit is designed to be an affordable alternative to traditional deposits, aiming to benefit both tenants by lowering upfront costs and providing added security for landlords and letting agents. We regret that the circumstances surrounding the end of your tenancy have led to this issue. While we are sympathetic, the responsibility for ensuring the correct procedures are followed at the end of a tenancy lies with the landlord, which would have prevented the additional fee. We also want to draw your attention to our terms and conditions, which state: "Once your Tenancy Agreement has started you cannot cancel our agreement and the fee is non-refundable" and "You acknowledge and agree that it is your decision (made freely) to enter into this Agreement as an alternative to paying a rental deposit to the Landlord. You understand and accept that we provide no assistance or advice regarding the Accommodation’s condition, presentation, marketing, advertising, Tenancy Agreements, termination, Accommodation queries or complaints. You will need to contact the Landlord directly with regards to those matters." We have reached out to your landlord to take the relevant action and will proceed to follow up, but should you need an further help please feel free to get back in touch. Kind regards Reposit Customer Support Team

Thank you for taking the time to share your concerns. We genuinely value feedback, as it helps us improve our services. However, we are struggling to locate your details in our system, making it difficult to identify the case you're referring to and provide a specific response. Reposit does not assess or make judgement on documentation provided by either tenant or landlord directly, however Reposit does offer a dispute option to tenants who disagree with charges raised by their letting agent or landlord. The adjudication process is entirely independent and managed by trained professionals, however for the process to start and for evidence from both parties to be considered, a tenant must pay a £60 dispute fee. This fee discourages frivolous disputes and ensures they are made in good faith. If the dispute is successful, the fee will be fully refunded. This process is outlined in Reposit’s Terms & Conditions and FAQs available via our website. We encourage you to reach out directly to our customer service team on hello@reposit.co.uk, where we can address your concerns in detail and provide further guidance on our processes if required. Kind Regards, Reposit Customer Support Team

Hi Rosh, Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about the challenges you've faced with the condition of your property and your claim experience. We completely understand your frustration, especially when it comes to ensuring your property is returned in good condition. Reposit aims to provide a transparent and fair process for both tenants and landlords/letting agents, and we regret that your experience did not meet those expectations. We take your concerns seriously and are happy to review your case to see if there was anything that could have been handled differently. If you haven't already, we would encourage you to reach out to our customer support team directly on Hello@reposit.co.uk so that we can further investigate your specific claim and help resolve any remaining issues. As with a traditional cash deposit, please note that the deadlines issued with each Reposit must be respected and we send several reminders as these deadlines draw to a close. If it was in fact too late to make a claim on your Reposit, we won't be able to ensure that the insurance cover is honoured. We understand that this situation has been disappointing, and we sincerely apologise for any inconvenience caused. We value your feedback and hope to improve our service based on your experience. Kind regards, Reposit Customer Support Team

Hi Carlos, Thanks for your feedback. We’re sorry to hear about your experience and we understand that end of tenancy charges can be frustrating. At Reposit, our goal is to support both tenants and landlords/letting agents by providing tenants with lower upfront costs, thereby offering a more affordable alternative to traditional deposits. We appreciate your concerns about your landlord raising charges without providing evidence upfront. However, if a tenant disputes the charges raised, the landlord/letting agent is required to provide sufficient evidence to support their claims. Regarding the £60 dispute fee, we want to clarify that this is fully refundable unless the independent adjudicator, who is a neutral third-party, agrees with the charges raised in full. The fee helps to prevent frivolous disputes and ensures that only reasonable disputes are raised. If you would like further support, please contact our support team on hello@reposit.co.uk. Kind regards, Reposit Customer Support Team

Thank you for taking the time to share your concerns. We appreciate your feedback, as it helps us improve our services. However, we are struggling to locate your details in our system, making it difficult to identify the case you're referring to and provide a specific response.​ Reposit is a deposit replacement product that allows tenants to pay a non-refundable Reposit Service fee instead of a traditional cash deposit. This fee is equivalent to one week's rent (subject to a minimum of £150). By using Reposit, tenants no longer need to pay for a traditional cash deposit, which is usually equivalent to 5 weeks' rent. This allows tenants more funds when moving into their new property for furniture and other items/services that might be needed. It is also worth being aware that Reposit is completely the tenant's choice and all details of what Reposit offers and what you are agreeing to are outlined in the Terms & Conditions agreed to upon registering with Reposit.​ If the tenancy continues beyond 12 months, then you will be required to pay an annual fee of £30. This fee is divided equally between all tenants on the Reposit and the full fee is required regardless of how long you remain in the property after the 12-month anniversary date. Again, outlined in full in our Terms & Conditions. If you'd like to discuss this further, please don’t hesitate to reach out directly on hello@reposit.co.uk. We would be happy to look into your specific case and provide more clarification on what Reposit can do to help. Kind regards, Reposit Customer Support Team