Declined Claims
Why claims are declined and situations where we may reopen a claim
Zero Deposit
Last Update 4 years ago
What are the reasons for declining or closing a claim?
We decline a claim where it does not meet the terms of the guarantee. Specifically, where:
- we are notified of the claim more than 28 days after the end of the tenancy.
- there is no engagement with the claim during a claim stage.
- there are no mandatory documents (1. signed tenancy agreement, 2. rent statement, if there's a claim for rent, and 3. tenant - and guarantor, if appropriate - references, if guarantee was introduced after 1st June 2020).
- you have not attempted to resolve the issue with the tenant(s) directly before making a claim.
What should I do if I was unable to meet the time limit or engage with a claim stage for unavoidable reasons?
All time limits provide a reasonable time for you to make a claim. We understand, however, that there are some circumstances that might make it impossible for you to take the required action. In this scenario, we can reopen a claim, so you can continue with it.
If you feel that you were unable to take the required action for an unavoidable reasons, then please contact our claims support team on 0333 200 2542, Monday-Friday, 0900-1730 or Saturday, 0900-1400.
Why do you decline claims for these reasons?
We design our guarantee to be fair to both landlords and tenants.
Our time limits are designed to provide landlord's with enough time to raise and support a claim, but short enough that a potential claim does not hang over tenants indefinitely. In addition, time limits are in place for both parties to ensure that a claim is concluded within a reasonable timeframe, in order to give landlords, as well as tenants, certainty.
Mandatory evidence is required because it is impossible to justify a claim without this:
- Without a signed tenancy agreement, there is no proof of the tenancy
- Without a rent statement for a rent claim, it is not possible to see what rent is owed
- References were a requirement for all guarantees from 1st June 2020
Lastly, we have a requirement to attempt to resolve the issue directly with the tenant(s). This is because: a) the majority of issues can be solved in this way; and b) the tenant has a reasonable expectation of being told about any issues and the opportunity to solve that directly; and c) this is the quickest way for the landlord to receive the money they are owed.