Resolution

How to request a deposit release and see your resolution status

Resolution

How to initiate resolution

1. The option to initiate resolution at the top of the page allows you to either send it to our resolution team or take the case to court

2. Once a party moves a case to resolution, both parties have a further ten working days to clarify their positions and upload all their evidence

Please note: Choosing resolution gives both parties ten working days to confirm the evidence provided is final before the case is moved to our resolution team

3. On the dashboard you will see the release request has now changed to evidence review and a notification lets you know how much time is remaining for you to confirm

4. Check that all the evidence you need to provide has been uploaded to the platform

Remember: After you have clicked confirm you will not be able to upload any more evidence

5. The case is now with our resolution team and you will see the status change. You'll be able to keep track of the case progress and relevant dates on your resolution panel

6. You will have to lodge the unresolved amount with us when either you or the tenant moves the case into resolution

How to check resolution status: case assessor

You can check the case progress by logging in to the platform.

1. Click on the resolution panel on the left side of the dashboard to view a table of all the current and previous release requests

2. The status of each case will be shown here. The resolution process stage will show as assessing or adjudicating

3. Click on the release request ID of the relevant deposit to be able to see when a case assessor has been assigned

Remember: When searching for a case using the release request ID, please make sure all relevant statuses are selected under the ‘Status’ column, including any resolved cases

4. Once a case assessor has been assigned, they will review the information and evidence provided and look to resolve the case with both parties by phone and email

5. When resolution has been reached, the case assessor will enter the agreed amount for the deposit return along with the reasons

6. Both parties will be notified that the case has been resolved and the status on your dashboard will be updated

Please note: The resolution reason will be shown next to each resolved settlement and a confirmation of the released amounts will be provided

How to check resolution status: adjudicator

You can check the case progress by logging in to the platform.

1. Click on the resolution panel on the left side of the dashboard to view a table of all the current and previous release requests

2. The status of each case will be shown here as well as the stage of the resolution process

3. Click on the release request ID of the relevant deposit to see when an adjudicator has been assigned

Please note: Once an adjudicator has been assigned both parties will be notified by email, text message and a portal notification

4. When a case is moved to an adjudicator, the notification will show the date the adjudication started and explain the next steps

5. The adjudicator will consider the information and evidence provided from both parties to reach a reasoned and impartial decision on the deposit return

6. Once a decision has been reached, you can see the reasons why the decision was made in the resolution reasons section

7. Both parties will receive confirmation by email, text message and a portal notification that the release request has been resolved and the status will be updated to ‘Adjudicated’, showing the confirmed release amounts

Please note: The tenant may start the resolution process themselves. If the unresolved amount has not been lodged, the case will continue as a default and we may take disciplinary action. You can lodge the money at any time before the case is resolved

How to lodge an unresolved amount

The unresolved amount needs to be lodged for the resolution process.

1. Click on the ‘Deposit’ tab and use the payment panel on the right of the screen to lodge amount

2. Once the amount has been lodged, the option to start resolution will be shown on the ‘Release request’ tab