I have a tenant who wants to go for the reposit scheme. He has paid his first month rent but initially a holding deposit was paid also so the reposit was not available to him. He got a guarantor and asked to sign again but did not get offered reposit.
I asked if because it’s 30 days before contract starts do I need to change the move in date and apparently it wasn’t necessary.
I was told we need to restart the contract to refund the holding deposit but need to resign the contract in order to do so. We have done that now also.
The refunded money came out of his “first month rent” pot and now shows he has the same holding deposit being held as well as missing rent to pay, rather than just having refunded the holding deposit. And so he cannot find an option to opt into reposit.
I have been back and forth with open rent over 15 times and 8 phone calls in over the same issue. The contract starts tommorow and I need some external help here I think.
The circle of speaking to a call centre who cannot speak to landlord specialists who can’t see inside customer accounts is getting to me. In fact it’s almost non sensical that I’m still trying.
If someone could tell me what I’m doing wrong here because I see everyone is clearly happy with the process. I must be doing something wrong.