How do I request a refund for an incorrect payment or charge?

If you think we have collected an incorrect rent payment or charged you for a service you did not agree to, ask us to review the charge. We will check the relevant records & explain the outcome.

How to request a refund

• Identify the charge, date & amount.
• Explain why you think it is wrong.
• Send the relevant invoice, payment reference or written agreement.
• Tell us whether the problem is a duplicate payment, a wrong amount or an unexpected service charge.
• Use the secure communication channel linked to your tenancy.

We may need to verify the bank account or original payment method before returning money. We will confirm the amount to be refunded & any expected processing steps after reviewing the request.

Where only part of a bill is disputed, please continue paying the undisputed rent that is due.

If the concern relates to a deposit deduction at the end of a tenancy, the appropriate deposit protection or RTB dispute process may apply instead.