Missing ENTIRE tenancy and ALL DOCUMENTS

Whilst I await more information, I’ve logged into my account for the first time in about a year to discover that the account appears to have reverted back to an old tenancy.

I’ve lost all documents that were in the account, in addition to any additional information relating to my current tenancy. The best bit is that OpenRent continue to forward my rent, whilst taking off £10, and the tenancy doesn’t appear to even exist.

Has anyone else experienced this with OpenRent? If so, did you manage to get it fixed?

If I have lost this information, I have a serious problem since I’ve been fairly reliant on the platform to help manage this for me.

This sounds very worrying, if true

might have signed in your other account?

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Instead of you scrambling around looking for it, why not ask OpenRent’s Data Protection Officer. Their registration is ZA083975 (runs out this year) and the address for communication is 6th Floor. 2 London Wall Place, London EC2Y 5AU

At least you’ll get a hard copy of the information so not to rely on cloud storage and if they can’t find it, they have a bigger problem than you - a fine of up to 10% of turnover.

Reckon they’ll find it in a backup somewhere.

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I do have a second account but it’s dormant. The live account has reverted to the old tenancy, with old tenants who moved out in 2021.

We went through all the motions, including reclaiming some of the deposit, check-out, check-in using the inventory system within OpenRent. I even updated the AST for the live tenancy since I had to obtain a licence and make some changes to what was in the original contract.

I believe I have all the documents, but I want my account back to where it was.

Somebody has come back to me basically saying I need to check another account — I’ll continue to pursue it and update here about the outcome.

Um, sounds like always a good practice to keep a copy of it yourself

Posts like this make me hesitant to deal with Openrent. They should be more proactive sorting out your problem or they will keep losing customers.

Just to show that it’s not some kind of user error, the check-out report for the old tenant is not available from the dashboard.

However, I have a copy of this.

Hi @Jeremy -

We’ve not had any reason to believe there has been any data loss, so I’m afraid having multiple accounts is the most likely result here.

However, as this involves private data of yours, I will leave it to the customer support team you’re already dealing with. You can communicate privately with them directly.

I just want to state plainly (and publicly) that any claims data has been lost is totally unwarranted at this stage, before we even know how many OpenRent accounts you have, for example. If there was ever any data loss this would be big issue for us and we’d notify all affected accounts / restore data from backups.

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Hi @Jeremy,

Our team have looked into this, and as advised over email, you have a second account with OpenRent. The data you are looking for is on that second account.

If you would like to merge your accounts, you can learn how to do that here:

It sounds like it might be better for you to only use a single account when using OpenRent to avoid confusion in future.

Thanks,
Daz.

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