Letting agency going back on agreed deposit refund

tae117

Hi all,

So after weeks of emails back and forth with my old letting agency to get rid of some dubious charges (£200+ for cleaning the flat and oven when I had already done so), last friday we had mutually agreed on the amount. Following that I sent them my bank details and I was told the payment would be released in 5 working days. I sent them an email today to ask if they had sent the money and now my contact at the agency just told me that she had a chat with the manager and they don't accept the amount and they think I should pay some more. There was no other instruction in the email on what they want me to do or say now...

I am furious. Is it time to open a dispute with the deposit protection scheme? Or do you guys have any other advice for me? Anything would be appreciated!! Thanks!

aneary

Open the dispute get all your evidence together and ready.

Personally I wouldn't have waited weeks!

Arleen

It is that time, open up a dispute, fill in all your evidence (emails included) and let them figure it out.

tae117

The emails from a week ago where we both confirm the amount to be refunded and them saying they will transfer me the money should be enough evidence right? They aren't allowed to go back on it once we both agree, is that correct?

Comms69

tae117 wrote: »

The emails from a week ago where we both confirm the amount to be refunded and them saying they will transfer me the money should be enough evidence right? They aren't allowed to go back on it once we both agree, is that correct?

Yes they are, they have 6 years to claim.

saajan_12

tae117 wrote: »

The emails from a week ago where we both confirm the amount to be refunded and them saying they will transfer me the money should be enough evidence right? They aren't allowed to go back on it once we both agree, is that correct?

No, if the deductions are valid then they are valid. Your evidence needs to focus on the reasons for their deductions and your photos / cleaning receipts to the contrary. Their email is some evidence that they concede the condition, but unless it was formally stated as a full and final statement, it is not binding on them.

tae117

Fortunately the photos were taken by themselves which was in a comprehensive checkout report showing that the place was infact cleaned by me. When I challenged their own cleaning charge telling them its BS because their own report notes these areas as clean, they removed it. Then they said they are sending the money in 5 working days.

Now one week later they are telling me they cannot accept the charges and they want me to contribute towards redecorations. Now I have no idea what this means.. Cause the charges added were for 1. resealing the bath, 2. new mattress, shampooing the carpets which were all agreed by me. There was no mention before of any redecorations? I am honestly puzzled by the scammy nature of their last email to me....

Comms69

tae117 wrote: »

Fortunately the photos were taken by themselves which was in a comprehensive checkout report showing that the place was infact cleaned by me. When I challenged their own cleaning charge telling them its BS because their own report notes these areas as clean, they removed it. Then they said they are sending the money in 5 working days.

Now one week later they are telling me they cannot accept the charges and they want me to contribute towards redecorations. Now I have no idea what this means.. Cause the charges added were for 1. resealing the bath, 2. new mattress, shampooing the carpets which were all agreed by me. There was no mention before of any redecorations? I am honestly puzzled by the scammy nature of their last email to me....

So just dispute it.

tae117

Thanks I've opened the dispute. I hope the adjucator rules in my favour!

dimbo61

Contact the letting agents and ask them which redress scheme they belong too as you are going to make a formal complaint.

tae117

They are under TPO. As I understand I have to get a dispute resolved through the agent first before I can ask TPO to intervene. Is it OK If I've already asked them twice to return my undisputed deposit and they haven't responded to me? I mean does that count as me having tried my best? Or should I open a "formal complaint" with my letting agent before I can complain to TPO?

I have already opened a deposit dispute with TDS and I told them that I haven't even received my undisputed deposit back after a month of initially requesting for it - they then asked me to change the disputed amount in my TDS complaint to the full amount of the deposit.