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FAQs

Everything you need to know about flatfair.

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General

    • What is flatfair?

      If you’re fed up with expensive deposits that often overlap between tenancies, *flatfair’s No Deposit* is for you. We’re also a great choice if you want an easy, fair way to pay for – or dispute – charges made by your landlord or letting agent at the end of your tenancy. When accidents happen, you should only have to pay a fair price to set it right. As well as saving you from an expensive deposit, *flatfair* provides a simple and transparent way to pay for – or counter – any charges for damages and unpaid rent made against you. At all times, you’ll be protected through an Independent Dispute Resolution service if you need it.

    • How do I join?

      Talk to your agent for more information on how you can join flatfair.

    • Is flatfair an insurance product?

      No, flatfair is not insurance; you’re still accountable for any damage or rent arrears you are responsible for at the end of your tenancy.

    • What are the benefits?

      With No Deposit, you’ll only pay a small check-in fee worth only one week’s rent or £120 (whichever is the greater), plus VAT, split evenly across the household.

      When you move out, you only pay for any slip-ups through our fair and easy check-out process. If there’s any issues, they’ll be resolved quickly and transparently with our government-backed independent adjudicators* on hand to help resolve any charges that cannot be agreed with the landlord.

      *Tenants need to pay a £25 adjudication fee, which you’ll get back if the amount awarded by the adjudicator is less than the proposed charge.

    • When does flatfair expire?

      flatfair’s security expires in line with the tenancy end date, or after 24 months (whatever comes first). It can be extended at any time through the flatfair platform, free of charge.

Check-in fees and payments

    • How much does it cost?

      For tenants, we charge a small check-in fee worth only one week’s rent or £120 (whichever is the greater), plus VAT, split evenly across the household.

    • Is the check-in fee monthly/yearly/one-off?

      Instead of an expensive 5-week cash deposit, flatfair tenants pay a one-off check-in fee worth one week’s rent (+VAT) (split evenly between the household). This payment lasts for the duration of your tenancy with no renewal costs, and you'll only need to pay for any potential established end of tenancy charges after you leave the property.

    • Do I need to renew/pay again if I change properties?

      The flatfair check-in fee covers the duration of the tenancy within the property. If you were to move, your letting agent would set up a new agreement with the new landlord and this would require a new flatfair check-in fee.

    • What does the check-in fee cover?

      The fee doesn't cover or insure the tenant, the alternative allows a tenant to a pay a one off check-in at the start of the tenancy instead of a security deposit, in the understanding that the tenant is choosing to move to a pay as you leave model. The flatfair check-in fee enforces any debts generated under the tenancy agreement, usually this is unpaid rent or damages to the property. We work in the same way as a normal deposit, in that all claims must be established against the tenant in a transparent manner.

    • How is the fee split?

      The flatfair check-in fee costs the equivalent of one week's rent plus VAT, which is split evenly between the members of the household.

    • How do I pay my flatfair membership fee?

      We require all tenants to pay for their flatfair check-in fee using a debit card in their own name. Your payment will be unsuccessful if you are using a debit card that’s not in your own name. If you do not have a debit card, we would recommend reaching out to your letting agent directly as you may be required to utilise a traditional deposit if you’re unable to make the payment.

      International debit cards:
      We recommend that you use a UK debit card to make the payment for your flatfair check-in fee as we can’t guarantee that any international debit cards will be accepted by our payment system.

    • Why do you need my card information?

      Your debit card details, including details of the supporting bank account you provided, are held on file for the duration of your flatfair tenancy. In the unlikely event that there are lawful sums owed at the end of the tenancy, we will firstly always attempt to amicably resolve this with all tenants who resided in the property. If this won't be possible, we may deduct any sums owed from the registered debit card details under the liabilities set out in our Terms and Conditions.

    • Do I still have to pay a deposit?

      No. Instead of a traditional five week security deposit, you'll only pay a small check-in fee worth only one week’s rent or £120 (whichever is the greater), plus VAT, split evenly across the household.

Sign up process and the platform

    • I am having trouble making a payment.

      If your flatfair payment is unsuccessful, we recommend reading through our list of common payment issues below. If any funds have left your account but the payment has not been successful, they are usually remitted back by your bank within 24 hours but this will depend on your specific bank provider.

      flatfair are unable to guarantee that your payment will be successful as with any payment, issues may arise that are out of our control.

      Postcode Verification Issue:
      The system is automatically rejecting your payment as the incorrect postcode associated with your card has been entered. If you believe you are entering the correct information, please contact your bank directly to clarify your billing address. Your bank will be able to confirm the correct billing address associated with your debit card.

      CVC Verification Issue:
      If you receive the following error message with your payment: “CVC verification issue, please check the card details”, your payment has been automatically declined as an incorrect CVC number was entered.

      As a reminder, your CVC number is most often the last 3 digits on the signature strip on the back of your card. If this is not working, we encourage you to reach out to your bank to confirm the correct CVC number before attempting to make the payment again.

      Card Declined:
      If you receive the following error message with your payment: “The card was declined, please make sure you have sufficient funds and not using a prepaid card”, we would recommend reaching out to your bank provider directly as you may unknowingly have insufficient funds or be using a prepaid card. Here at flatfair, we are not able to accept prepaid cards.

      Authentication problem with your card:
      If you believe to be entering the correct information but you are receiving the following error message with your payment “Authentication problem with your card issuer”, we would recommend reaching out to your bank provider directly as you may be required to provide authorisation for the payment to be successful.

      The debit card is not in your own name:
      We require all tenants to pay for their flatfair check-in fee using a debit card in their own name. Your payment will be unsuccessful if you are using a debit card that’s not in your own name. If you do not have a debit card, we would recommend reaching out to your letting agent directly as you may be required to utilise a traditional deposit if you’re unable to make the payment.

    • How do I access the flatfair documents I have signed?

      You can access any documents relating to your flatfair plan on the platform. If you are looking for any documents relating to your tenancy, such as a tenancy agreement please contact your landlord or managing agent.

    • I do not have a UK bank account, can I still sign up for flatfair?

      We recommend that you use a UK debit card to make the payment for your flatfair check-in fee as we can’t guarantee that any international debit cards will be accepted by our payment system.

    • What happens if my tenancy did not go ahead?

      If you did not move into the property and the tenancy did not begin, please contact the team at support@flatfair.co.uk or something like that?

    • Does flatfair require tenants to be referenced?

      Yes, all flatfair members must meet our minimum referencing criteria.

    • Why can't all tenants use the same email address?

      In order to qualify for flatfair membership, each tenant must have an email address in order to sign up to the platform as part of the flatfair terms and conditions.

      Unfortunately, tenants can't share an email address as this is required to sign up and pay for their individual check-in fee with a debit card in their own name.

Didn’t find the answers you were looking for? Visit our Help Center or reach out to our team.

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