End-of-Tenancy Dispute Resolution Specialist
Deliver an exceptional end-of-tenancy service to our agents, landlords and tenants, managing a case load of end-of-tenancy disputes to determine fair outcomes for everyone.
We’re looking for an evidence-led decision maker to review end-of-tenancy disputes and produce clear, consistent written outcomes.
You’ll assess case evidence (inventories, check-in/check-out reports, photos, invoices and communications), apply defined principles such as fair wear and tear, betterment and burden of proof, and write structured rationales that explain the outcome.
You’ll also help us improve consistency and efficiency by feeding trends and edge cases back into our guidance and internal tooling.
What you’ll do
Review disputed end-of-tenancy charges using check-in/check-out reports, inventories, photos, invoices and correspondence.
Determine fair outcomes and recommended amounts based on evidence and our principles.
Produce clear written outcome summaries that explain what was accepted, what wasn’t, and why.
Identify evidence gaps and highlight what would be needed to reach a fair outcome (where applicable).
Support consistency through calibration sessions, decision templates and example libraries.
Flag recurring themes (evidence quality, common dispute types) and propose improvements to processes and guidance.
Work closely with Ops/Product to improve internal decision-support tools and reduce friction in case resolution.
What we’re looking for
Strong experience with end-of-tenancy disputes, deposit disputes, property claims, lettings operations or complaints handling.
Confident making balanced decisions from incomplete or conflicting evidence.
Excellent written communication — you can explain outcomes clearly, calmly and consistently.
Comfortable working to principles and maintaining high standards across a case volume.
Organised and pragmatic, with good judgement and attention to detail.
Nice to have
Adjudication experience (deposit schemes/dispute resolution/ombudsman/ADR) is a strong plus.
Inventory clerk experience or deep familiarity with inventory/check-out reporting standards.
Experience building decision frameworks, QA/case auditing, or writing operational guidance.
Why join flatfair
High-impact role shaping how decisions are made and documented.
Direct influence on improving consistency, evidence quality and customer outcomes.
Opportunity to help build scalable internal decisioning processes and tooling.
Hybrid role: Join us in the office 2 days a month, balancing strong relationships with the flatfam with flexible, hybrid working.
Hiring process
Shortlisted candidates will complete a short work sample: a mini case pack and a written outcome summary.
Apply with: CV + a short note summarising your experience with end-of-tenancy disputes and evidence-led decision-making.
We know great people take many paths. If you’re excited by this role but don’t meet every requirement, please apply anyway - you may be exactly who we need. We welcome applicants from all backgrounds and are happy to make reasonable adjustments during the recruitment process.
- Department
- Operations
- Locations
- London HQ
- Remote status
- Hybrid
Colleagues
Working at flatfair
We’re an ambitious team of innovators, problem solvers, technology enthusiasts, digital marketers, and finance experts. Our culture is constantly evolving with everyone who works here, but there are some things that will never change. We’re all incredibly passionate, eager to impact people’s quality of life and have the ambition to truly change the world.
We want to bring people on board who want to challenge and be challenged, who are bold enough to bring visionary ideas to the table and who know how to have fun!
About flatfair
For a long time, deposits were the only type of rental security that could be trusted. We’ve developed an innovative rental solution that gives landlords up to double the protection and lowers move-in costs for tenants.
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