End-of-Tenancy Dispute Resolution Specialist

Were looking for an evidence-led decision maker to review end-of-tenancy disputes and produce clear consistent written outcomes.

Youll 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.

Youll also help us improve consistency and efficiency by feeding trends and edge cases back into our guidance and internal tooling.

What youll 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 wasnt 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 were 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 youre excited by this role but dont 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.