How Disputes Work

What is a dispute?

A dispute is a formal complaint raised between a renter and landlord when an issue cannot be resolved through direct communication. Disputes go through a structured review process with Rentakoto's support team.

When to raise a dispute

Disputes should be raised for issues such as:

• Security deposit deductions you disagree with
• Rent payment errors or double-charges
• Property damage disagreements
• Unresolved maintenance requests
• Lease terms being violated

How to raise a dispute

Go to My Leases → Active and click Raise Dispute. Select the category, write a subject and description, and optionally attach evidence (photo URLs, document links).

The review process

1. **Submitted** — both parties are notified; our team reviews the case
2. **Under Review** — a support agent is investigating; 5 business day SLA
3. **Mediation** — if not resolved, both parties are invited to provide more input
4. **Resolved** or **Dismissed** — a decision is made and both parties are notified

Possible outcomes

• **Renter favour** — resolved in the renter's benefit
• **Landlord favour** — resolved in the landlord's benefit
• **Mutual** — both parties agreed on a resolution
• **Inconclusive** — insufficient evidence; case closed

Your reference number

Every dispute has a reference number (e.g., DSP-20260428-AB12). Use this when communicating with support.