The five stages
- 1
Raise the issue
The initiating party sets out the problem and the outcome they want.
- 2
Response
The other party replies with their account and any evidence.
- 3
Clarify
Both sides narrow the disagreement to the points that actually matter.
- 4
Propose a settlement
Each party puts a workable resolution on the table.
- 5
Final position
Last exchange before the case becomes eligible for escalation.
A hard cap of 5 each
The limit is enforced by the system, so a dispute cannot drift. Once both sides have used their five, the case becomes eligible for escalation.
Escalation pricing
Escalating to the external service costs the landlord a fixed £50.00. It is free for the tenant, so cost never decides who gets heard.
Categorised from the start
Repairs & maintenance, Rent & arrears, Deposit, Conduct & nuisance, Access & inspections, Other — so the case arrives at escalation already framed.
Built on the communications record
Disputes sit alongside the timestamped message thread for the tenancy, so context is never lost and neither side has to reconstruct what was agreed.