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Half of tenants “do not attend check-out”

Almost half of tenants in England and Wales do not attend a ‘check-out’ at the end of their tenancy, according to figures published by the Deposit Protection Service (DPS).

During checkouts landlords or their representatives record the condition of the property in comparison to when the tenants arrived.

The DPS recommends that tenants attend but 48% of respondents to The DPS’ recent survey of 8,035 tenants said they had not attended.


Almost half (46%) of tenants who did not attend said that they had either not been invited or were not informed of the date or time.

Julian Foster, managing director of The DPS, said: “Checkouts are one of the most important stages of any tenancy. By viewing the property and discussing its condition together, tenants and landlords can resolve problems quickly and help prevent longer disputes, for instance, over the return of the deposit.

“It’s vital that landlords enable tenants to attend – and that tenants go along when invited.”

The DPS has also issued its top ten tips for landlords to help ensure that checkouts are successful.

  • Take along a report from the check-in. The first stage of making sure your check out process is successful is to carry out an inspection that is agreed by the tenant on the state of the property when he or she arrives. Bring the resulting report to the check out as a reference point for both your inspection and the discussions.
  • Make sure you invite tenants in writing and with sufficient notice. It’s important you have a record of the invitation so its existence cannot be disputed afterwards; and tenants should be given a reasonable chance of being able to attend.
  • Make sure the tenant understands the process. Explain that this is his or her chance to put forward their case regarding the state of the property. It’s sensible to include a description of the process in your written invitation, and give them an opportunity to ask questions when it starts.
  • Consider the use of an inventory clerk. These are professionals who understand best what needs to be recorded when tenants arrive – and how best to assess and demonstrate change at the end of the tenancy. If you do use their services, make sure the tenant understands their role.
  • Be safe. It is of course extremely unlikely that a check out will provide a risk to your safety, but make sure someone else knows where and when it is taking place and if you have any concerns, bring someone else along.
  • Take your time and be thorough. Although confrontation can be difficult and it can feel awkward to be touring your property that has acted as someone else’s home –you are making life more difficult for both you and your tenant if you do not cover every aspect of your check in list properly, or later on refer to an issue that wasn’t noticed during check out.
  • Make notes. In particular, record any of your tenant’s admissions or any agreements you reach. Ask your tenant to sign and date the notes. Make sure they receive a copy of these soon after check out takes place. As ever emailing a copy helps demonstrate that you were in touch.
  • Bring a camera and take photos of any damage or anything else contentious. Digital cameras work best because they have a date stamp, which helps demonstrate when the photos were taken. Explain in your invitation that you may take photos during the visit.
  • Use video evidence where appropriate. Demonstrating that equipment is no longer working, for example, may most easily be achieved using a video. However, most often photos provide the best form of evidence, as adjudicators can study the image more easily.
  • Carry out the check-out before any repair works take place. Although it seems obvious that evidence of the damage will help demonstrate your case, unfortunately the rush to overcome problems ready for the next tenant sometimes means opportunities to record them are missed.

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  • icon

    I'm surprised that 46% of tenants who did not attend check-out claim they did not know of the time and date of this. Surely a landlord should not just be stating a date and time for the check-out - they should be agreeing a date and time with the tenant.
    (It would also be helpful to inform the tenants in advance that all drawers and windows will be opened and closed, all smoke alarms tested, all lights turned on and off, etc. etc. so they are not overly offended when this happens. And indicate in advance that there will be a cost applied for any non-working bulbs, smoke alarm batteries, etc. which may include a notional figure for going out to purchase these.)

  • Helen Godbold Eade

    These stats don't surprise me - in our experience, some agents actively dissuade the tenants from attending check out, and some are deliberately evasive or secretive. These agents are NOT on our Christmas card list ;-)

  • icon

    Why would there be any issue of opening drawers that are empty?

    TDS has openly said with no check-out form signed by a tenant the Landlord's chances of succeeding with proposed deductions the tenant has not at least been made aware of, reduce dramatically

  • Kenny Sahota

    Well we can safely say that we ensure that every tenant is not only notified about time and check out, but that either us as the letting agent, or the landlord themselves has a conversation with the tenant to find a time that's suitable for both parties. Communication is key, especially in the property industry, and this is what often leads to relationships breaking down between the tenant and landlord.

  • Felicity Blair

    Frankly I'm appalled that this figure is so high. Landlords/agents certainly aren't doing their job properly id they aren't correctly notifying tenants!

  • icon

    The Association of Inventory Clerks could promote to landlords and tenants of the importance of being present at check out. Not explored above, but some tenants opt not be there, according to inventory clerk I asked, which is equally as worrying due to the potential damage that could be done to a property.


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