After a tenantmoved out, letukhome’s inspection revealed that several utility bills remained unpaid. However, when the other agent submitted the deposit deduction proposal to the DPS (Deposit Protection Scheme), they omitted an important item: both the heating and cooling bills belonged to the former tenant. This oversight meant the landlord was left to cover over £500 in costs.
Unacceptable! letukhome refuses to let our landlords take the hit.
Upon spotting the error, and with the landlord’s authorisation, we contacted the other agent and requested they reapply to the DPS for a revised ruling, submitting the necessary documents.
Round 1
The DPS replied: “The utility bill was not awarded to you as the adjudicator noted it was not issued in the tenant’s name.”
As the supplier’s account holder could only be the landlord, we provided written confirmation from the supplier and asked the other agent to appeal again.
Round 2
The DPS ruled that the tenant’s evidence showed all bills, except one outstanding balance up to May, had been settled. They refunded only that balance to the landlord, not the full amount, and stated: “This decision will not be reviewed further.”
At this point, the other agent tried to wash their hands of the matter, telling us:
We hadn’t raised the disputed items before the deduction process ended;
They understood the landlord’s dissatisfaction but the case was closed.
However, the issue originated entirely from their error. We refused to let it drop and informed them, with full email records as proof, that we had raised this before the decision and had their confirmation. We demanded they reimburse the landlord the correct amount.
Only then did the other agent admit their fault and begin the compensation process.
This case highlights the importance of clear responsibility allocation — not only between outgoing and incoming tenants, but also between landlord and tenant at move-in and move-out stages.
Fortunately, letukhome always keeps thorough records. After each tenancy ends, we organise all bills, carry out inspections, prepare reports, and arrange cleaning, ensuring a smooth handover. We also ensure contracts clearly set out responsibilities, preventing “passing the buck” or disputes.
That’s our story for today. Landlords or tenants with rental concerns are welcome to contact letukhome for assistance.
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