14/06/2022
Tenant Dispute Tuesday
The tenants refused to return the keys to the property until the deposit had been returned to them. The agents advised the tenant the keys must be returned and failure to return the keys by the deadline would result in a locksmith charge of £100 to change the locks.
The key facts are:
✔️ Tenants must allow an agent or landlord time to assess the property once they have vacated to allow a full check out inspection to be completed prior to the deposit being returned.
✔️ The landlord was unable to secure the property without keys, leaving them with no choice but to change the locks.
What did the landlord do right?
✔️ There was a check out inspection, clearly detailing the expectations regarding the property.
✔️ The landlord's agent chased the tenants for the keys and gave clear deadlines before taking further action.
Room for improvement
❗️ The tenants were under the impression a 'no strings attached' return of their deposit would mean the same day return which is unrealistic.
Learning point
💫 Ensure tenants are aware the property requires a full check and all keys to be returned before the deposit can be processed.
💫 If the agent had been clearer regarding the exchange of keys and deposit returns the charge to change the locks could have been avoided.
💫 A written document outlining how a deposit is returned would be good customer service at the pre check out inspection to manage expectations.
Here is the full case study:
https://www.tenancydepositscheme.com/wp-content/uploads/2019/03/Adjudication-Digest-March-2019-–-The-key-argument.pdf
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