As part of our overall tenancy deposit protection service, agents, landlords and tenants have access to free dispute resolution in relation to disputes about the distribution of the deposit at the end of the tenancy. We also provide a dispute resolution service for Zero Deposit, a deposit replacement product.
We receive circa 22,500 initial dispute requests each year and many of these are resolved by the landlords and tenants themselves or by our own early resolution efforts. We issue circa 15,500 formal adjudications each year.
We deliver our service through experienced and skilled resolution practitioners, who undergo extensive legal, property and resolution skills training. All members of the resolution team are selected through an open recruitment process and are permanent employees.
The Director of Resolution is Sandy Bastin, who is a non-practicing solicitor with over 20 years’ experience in real estate. She has been with the organisation since 2009 and is responsible for the resolution team, adjudication team and for the provision of ADR training to our customers. The team consists of 16 Resolution Executives and 1 Resolution Manager (all of whom hold Propertymark’s Level 3 Award in Residential Tenancy Deposit Protection and Management), 23 Adjudicators and 3 Adjudication Managers (all of whom are Associate members of the Chartered Institute of Arbitrators).
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