Hi Sringa, We are sorry to hear how you feel regarding your experience with flatfair. Our end of tenancy process only has one priority and that's acheiving a fair result for all parties. When charges are added by your landlord, the platform allows you to negotiate those charges directly with the landlord with the hope that you will come to an agreement on any amounts owed. If this doesn't lead to agreement, either party can raise a dispute which then allows the case to be settled by an independent adjudicator, which is how your case was settled. In making their decision, the adjudicator reviewed each charge considering the evidence provided by all parties and the law. The adjudicator then provided a detailed report explaining the result for each charge and the total amount owed. We are absolutely confident that a fair result was acheived in your case. Please reach out to us via endoftenancy@flatfair.co.uk if you have any further questions. Best regards, Damola Customer Operations Manager

Hi Tania, Thank you for feedback. Regarding flatfair's reputation, we have never been biased towards any party when it comes to resolving an end of tenancy case. We have clear, robust processes which direct all cases to a fair outcome and I'm happy to detail here how your case was resolved. Our platform provides the opportunity for tenants and landlord to negotiate end of tenancy charges. If charges aren't agreed, both parties have the option to raise a dispute so that the case can be settled by an independent adjudicator. Note that with a traditional 5-weeks' rent deposit, the procedure for settling a disputed case is the same i.e. via independent adjudication. For your case, charges weren't agreed between parties so the case was referred to an adjudicator and as part of this process, the final result is shared with all parties and this includes a detailed summary of the considerations made which led to the outcome for each charge. Regarding the damages charges, the adjudicator noted that a video had been provided as evidence with audio commentary. The video was undated and did not show the address of the rental property. Also there was no written evidence that may confirm that the video was from the rental property and was an accurate record accepted by the parties. There was no written report from a professional contractor / surveyor that may confirm how the damage occurred and whether this was an ongoing issue that may have been unseen and therefore unreported and also, no correspondence or mid tenancy inspection reports that may indicate that a leak was noticed and actioned by either the tenant or the landlord during the tenancy term. You also referred to the ‘loosing the bath overflow valve’. The adjudicator was not provided with evidence that there was any damage carried out or provided with evidence to support the claim that this was due to the tenant’s actions or whether it could have been due to a poor connection or a defective installation. Ultimately, any adjudicator (whether with flatfair's no deposit solution or with a traditional deposit scheme) can only consider the evidence presented to them and the law. The burden of proff lies with the claimant (in this case, you as the landlord) and I'm satisfied that your case was another example of a fair conclusion on this basis. Best regards, Damola Customer Operations Manager

Hi Beth, We would love to know why you gave us this rating, it would be great if you could reach out to us via support@flatfair.co.uk with your feedback so we can investigate. Thank you Damola Customer Operations Manager

Dear Glenn, Thank you for sharing your experience and I’m sorry that you aren't happy with the outcome of your case. Though we've been unable to locate your particular case, I thought it would be of value to provide general guidance on the process involving disputed cases and how (as a landlord) you can strenghten your cases. When a dispute is raised, both the landlord and the tenant are automatically given a five-day window to upload all the evidence they want the adjudicator to consider. This is the only period in which new material can be added, so it is vital for landlords to submit a signed check-in inventory, matching check-out report, dated photographs or video, and any invoices or quotations that demonstrate both the existence of the damage and the cost of putting it right. Once that deadline passes, the adjudicator reviews the case exclusively on the documentation that has been provided and applies the relevant tenancy legislation. The adjudicator must be satisfied that the damage occurred during the tenancy, that it is beyond fair wear and tear, and that the amount claimed is reasonable after allowing for depreciation or betterment. Where the evidence is thin—for example if there are no “before” photos or the invoices are unitemised—the decision is likely to fall back on the balance-of-probabilities test and may not go in the landlord’s favour. At the end of the review the adjudicator issues a detailed written report, breaking down each individual charge, explaining what evidence was persuasive (or lacking) and giving a final decision on the amount owed. I realise it can feel unfair when charges are reduced, but strong, timing appropritate evidence, remains the single most effective way to safeguard your position. A professional inventory at the start and end of every tenancy, clear time-stamped photographs, and realistic, itemised quotes give the adjudicator the material needed to uphold legitimate deductions. If you would like to go into detail about your specific case, please reach out to us via endoftenancy@flatfair.co.uk Best wishes, Damola Head of Customer Operations

Dear Guy, Thank you for taking the time to share your feedback. We appreciate your concerns and have thoroughly reviewed the details of your case to provide a clear response. The adjudicator’s decision was based on the evidence presented, including the inventory reports and photographic documentation. Unfortunately, a detailed breakdown of costs for each item that was damaged or missing was not provided. In such cases, it is appropriate for the adjudicator to rely on the inventory reports and assess reasonable costs, taking into account potential fair wear and tear. Regarding the freezer door, the adjudicator made a reasonable award based on experience with similar cases. Since the images provided showed internal damage but did not indicate the make, brand, or age of the appliance, it was not possible to assess the full replacement value. Without this information, a reasonable estimate was applied in line with industry practice. It is also important to clarify that it is not the adjudicator’s responsibility to construct a case on behalf of either party. No specific reference to damp or water damage was included in the check-out report and the adjudicator was not directed to any particular images. As a result, the adjudicator was unable to make an award for this aspect. With respect to the cleaning charge, tenants are required to return the property to its original condition. Since the property was not professionally cleaned at the start of the tenancy, the adjudicator appropriately reduced the cleaning charge to reflect this. We would also like to reassure you that our adjudicators are experienced professionals who apply their knowledge of tenancy law, industry standards, and the evidence provided to make fair and impartial decisions. While we understand that the outcome may not have met your expectations, we are absolutely confident that the correct process was followed. If you have any further questions or would like additional clarification, please do not hesitate to get in touch via endoftenancy@flatfair.co.uk Best regards, Damola Head of Customer Operations

Hi Montel, As discussed and clarified via email, there were no missing payments from you and Manjinder followed the correct processes. I'm glad an agreement has been made for the remaining balance to be paid and we look forward to the matter being closed. Best regards, Damola Head of Customer Operations

Hi Moeez, I'm sorry to hear that you feel this way. At flatfair we ensure that cases are resolved fairly by providing a platform which gives tenants the opportunity to negotiate end of tenancy charges directly with the landlord/agent. If the parties don't agree, the case can be sent to an independent adjudicator for a final decision. Your case was reviewed by an adjudicator who made a decision based on tenancy law, the evidence on the case and their vast experience with handling end of tenancy disputes. A detailed report was provided to you breaking down the considerations made along with the final decisions for each charge. Though it's clear that you are unhappy with the final decision, we are absolutely confident that we have achieved our goal of reaching a fair and balanced outcome. If you have any further concerns, you can reach us via endoftenancy@flatfair.co.uk Best regards, Damola Head of Customer Operations

Hi, Thank you for taking the time to feedback on your experience. We have discussed this with you over email as we had no previous correspondence from you and we can see that your flatfair plan was cancelled due to your letting agent informing us you were paying a traditional deposit instead. Here at flatfair, we are an optional alternative to traditional deposits offering tenants the ability to move into their new homes with lower upfront moving costs. We are a third party independent from letting agents and we are not involved in directly selling our product to tenants, therefore, your feedback lies primarily with your letting agent. We have also spoken to your letting agent to clarify the situation and to make sure that flatfair is offered and explained properly at all times. If you have any questions or wish to discuss this further, please get in touch via email (support@flatfair.co.uk), phone (0207 078 4883) or use the live chat button on our website. Best wishes, Sophie B Customer Support Team Lead

Hi Hannah, I'm sorry to hear that you aren't satisfied with our service. Your query challenged an end of tenancy charge which had already been accepted and we did respond promptly to advise that accepting the charges ended the negotiation stage and that the charges are due for payment in full. This payment needs to be made within 5 days of the charges being accepted (or contact made to us regarding how the balance would be paid) and if this deadline is missed, we do reach out to encourage engagement with us. I can see that the majority of the payment has been made and the outstanding amount is regarding the query and we have advised on our position and the reasons behind it (with fairness to all parties involved being at the centre of our decisionmaking). I hope that's understandable and the case can be settled amicably. If you have any further questions, you can reach us via endoftenancy@flatfair.co.uk Best regards, flatfair Team

Dear Emma, Thank you for sharing your feedback with us regarding your recent experience and I'm sorry to hear that you aren't satisfied with the process at this stage. We appreciate that managing expectations regarding timelines and payment updates is important. Therefore, we are actively reviewing our process for any areas that can lead to an improvement in the communication, transparency when discussing the outcomes of a case. We will continue to administer the agreed payment plan with the tenants and we are absolutely confident that the case will be managed to a successful conclusion. If there’s anything further we can do to assist or clarify, please don’t hesitate to reach out to our team via endoftenancy@flatfair.co.uk Best regards, Damola Head of Customer Operations