At AIIC, we believe every Inventory Clerk has a story worth sharing. In our new Voices from the Field series, we’re spotlighting the real people shaping our industry — those who bring professionalism, passion, and pride to their work every day. First up is Alex Williams, Operations Manager at Bright Inventories, who shares his journey from trainee clerk to running the operations of a thriving business — and why, even now, he’s never lost touch with the work on the ground.
Alex Williams, Operations Manager, Bright Inventories, Dorset
To be honest, I didn’t even know I wanted to become an inventory clerk.
While I was at college, I knew I had an interest in property but couldn’t quite decide how to progress with it. Then the opportunity fell into my lap — I started working with a local company, Bright Inventories.
After my very first training session, my interest in the role really grew. I became keen to learn more about how a property should be presented and what specifications it needs to meet for tenants to live in it safely and comfortably.
I was lucky to be trained by the company director, who had a huge amount of experience in inventories and had built the business from the ground up. There was a lot to take in, but with time, my confidence grew, and I was able to work entirely on my own.
We cover the whole of Dorset, which meant travelling around some of the best countryside in the country. I loved working independently — even if it could be a little ‘challenging’ at times!
As I progressed, the opportunity came up to become the Assistant Manager. It felt like a massive step for me — I wanted to contribute more to the company, and a managerial role gave me the perfect chance to expand my skills. It also involved working more closely with letting agents, answering their queries instead of just collecting keys.
I genuinely enjoy every part of the job — from inspecting a wide range of properties to meeting and catching up with the letting agents and building strong working relationships. I also enjoy the administrative side: liaising with agents, arranging inspections, and taking pride in sending out well-presented, informative reports.
I think my enjoyment and commitment are reflected in the 11 years I’ve spent with the company. Over the years, my role has changed and grown, and I’ve enjoyed learning more about how the business operates and adapting to new challenges.
Like most inventory companies, we’ve seen a lot of changes and expect to see more. These days, I spend a larger part of my time in front of a PC rather than out in the field, but that makes the days I get to work in a beautiful Dorset village even more valuable.
Having a young family, this job gives me the flexibility to organise my hours around childcare and family life — although there’s always the day when an agent ‘finds’ an inventory they forgot to book, or someone calls in sick, and I have to jump back into the field! It definitely keeps things interesting.
In 2023, I became the Operations Manager. My role now involves dealing with all administrative aspects of the business, but I still get out clerking when needed — something I still love doing. Becoming Operations Manager was a massive achievement for me, and it shows what’s possible in this line of work. Inventory clerking isn’t just one job — there are many different roles within it, and it’s a career I’m proud of and plan to continue for many years to come.
Interested in working with Alex and Bright Inventories?
If you’re looking for a professional, reliable inventory service in Dorset, you can find out more here: 👉 www.brightinventories.co.uk
🎧 Prefer to listen? Hear what Notebook LM’s podcast feature has to say. 🔊 (Apologies in advance for the American accent!)
🕒 Reading time: 8–10 mins 📌 Written by Chris Callear Director of Membership, AIIC – Powered by AI
Mastering Marketing for Inventory Clerks
Understanding the Landscape: Why Marketing Matters
For many inventory clerks, marketing can feel like an expensive gamble. Some invest in advertising with little return, while others rely on word-of-mouth but struggle to grow beyond a handful of clients. The truth is, there is no one-size-fits-all approach—but there are proven strategies that work.
This guide breaks down marketing into clear, actionable steps, covering everything from high-ROI referral methods to cutting-edge AI-driven marketing tools. It is designed for sole traders looking to grow on a budget and larger businesses scaling operations across multiple regions.
Each section includes:
What works and what doesn’t based on industry data.
Cost vs. return on investment (ROI) for different approaches.
Benchmarks and case studies from successful property service businesses.
By the end, you’ll have a practical roadmap for marketing your inventory business efficiently—without wasting time or money.
1. Referral Marketing & Networking: The Most Reliable Growth Strategy
Best for: Sole traders & established businesses Cost: Free (or minimal investment in networking) ROI: Extremely high—referral leads convert 3-5× better than cold leads
Why It Works: Word-of-mouth has always been the strongest driver of new business for service-based industries. 82% of small business owners say referrals are their primary source of new clients. Successful inventory clerks often build their businesses by establishing trusted relationships with letting agents, landlords, and property managers.
How to Get More Referrals:
Letting Agents & Property Managers: These are your primary referral sources. Focus on delivering reliable, high-quality reports to build long-term relationships. Many inventory clerks get over 60% of their business from agents.
Networking in Property Communities: Attend local property events, join landlord associations, and participate in Facebook or LinkedIn groups where landlords and agents discuss industry issues.
Client Referral Programs: Offer a discount on future services or a small incentive for clients who refer new landlords or agents to your business.
Follow-Up & Relationship Building: A simple check-in email with existing clients can lead to repeat business and referrals.
Key Takeaway: Referrals require no advertising spend and bring in higher-quality leads that are more likely to convert and stay loyal.
2. SEO & Google Business: The Foundation of Online Visibility
Best for: All business sizes Cost: Free (unless investing in SEO services) ROI: SEO-generated leads have a 14.6% close rate compared to 1.7% for cold outreach
Why It Works: 68% of all online experiences start with a search engine. When landlords or agents need an inventory service, they are likely to Google it first. If your business does not appear in search results, you are losing potential clients to competitors.
How to Rank Higher in Search Results:
Google Business Profile: Set up and optimize your listing with accurate service details, reviews, and photos. Businesses with a complete profile receive 70% more leads.
Local SEO: Use location-based keywords like “Inventory Clerk Birmingham” or “Check-In Reports Manchester” on your website.
Website Speed & Mobile Optimization: Over 60% of web traffic is mobile. A slow-loading website will lose potential customers before they even contact you.
Key Takeaway: SEO takes time but delivers consistent leads without ongoing ad spend. Optimizing Google Business and local SEO can generate free inbound leads every month.
3. Content Marketing & Social Media: Building Long-Term Trust
Best for: Low-cost brand building & authority positioning Cost: Free to low-cost ROI: Businesses that blog receive 67% more leads than those that don’t
Why It Works: People trust businesses that educate them. If you provide valuable insights for landlords and agents, they will see you as a trusted expert and be more likely to hire you.
Effective Content Strategies:
LinkedIn & Facebook Groups: Engage with property professionals by sharing insights, answering common questions, and networking.
Blogging & Guides: Write about landlord pain points (“How to Avoid Deposit Disputes” or “The Importance of an Independent Inventory”). This not only helps with SEO but positions you as a thought leader.
Short-Form Video Content: Instagram and TikTok can be used to showcase behind-the-scenes inventory work, industry updates, or quick property tips.
Key Takeaway: Quality content builds credibility and attracts inbound leads without hard selling. A single well-written guide or case study can generate business for years.
4. Paid Advertising: A Tool, Not a Shortcut
Best for: Larger businesses or those looking for rapid growth Cost: £50-£500+ per month ROI: Highly variable—depends on targeting and budget control
Why It Works: Paid ads can generate immediate leads, but they are not always cost-effective. Many businesses spend thousands on Google Ads without seeing a return because they do not optimize their campaigns correctly.
Best Paid Advertising Channels:
Google Ads (Search Ads): Highly effective for capturing high-intent searches (e.g., “best inventory clerk in London”).
LinkedIn Ads: Best for connecting with letting agents & larger property companies.
Key Takeaway: Paid ads should only be used when profitable. Always test small budgets and analyze cost per lead before scaling up.
5. AI & Automation: The Future of Marketing Efficiency
Best for: All business sizes looking to save time Cost: Free to mid-range (£10-£100/month for tools) ROI: AI-driven businesses grow 2× faster than non-AI competitors
How AI Can Help Inventory Clerks:
AI Chatbots: Automate responses to client inquiries, saving time and ensuring you never miss a lead.
AI Copywriting (ChatGPT, Jasper): Generate blog posts, emails, and ad copy in seconds.
Predictive Analytics: AI tools analyze client behavior and help target marketing campaigns more effectively.
Key Takeaway: AI tools reduce workload and improve targeting, allowing you to focus on client service rather than repetitive marketing tasks.
Real-World Benchmarking: What Works for AIIC Members?
Smart Inventory Service (London) used SEO and Google Ads to generate £10,000 in new business per month, expanding from 3 to 8 employees.
Referral-Based Success: Many sole traders report that after securing a few letting agents as clients, their business snowballed via word-of-mouth.
Social Proof Wins: Inventory businesses with Google & TrustPilot reviews consistently attract more clients.
Key Takeaway: The most successful businesses leverage a mix of digital marketing, referrals, and AI tools to scale efficiently.
Final Thoughts: The Best Marketing Mix for You
Sole Traders: Prioritize referrals, SEO, and content marketing before spending on ads.
Larger Businesses: Use SEO, PPC, social media, and AI automation for maximum growth.
What marketing strategies have worked best for you? Drop a comment below.
Written by Chris Callear Director of Membership, AIIC – Powered by AI
🎧 Prefer to listen? Hear what Notebook LM’s podcast feature has to say. 🔊 (Apologies in advance for the American accent!)
🕒 Reading time: 8–10 mins 📌 Written by Chris Callear Director of Membership, AIIC – Powered by AI
AI and Inventories: What’s Actually Happening (and What’s Coming Fast)
TL;DR: AI isn’t taking our jobs — but it is changing how we do them. From voice-to-text and auto-generated descriptions to image tools and clever admin helpers, the landscape is shifting. This blog kicks off a new segment on AI in our industry — an open, ongoing look at what’s happening, what’s useful, and what’s next. No scare tactics, no jargon — just honest insight, and a space for clerks and businesses to figure this out together.
A Bit of Context (and Honesty)
Let’s be upfront. I’m not a tech bro, coder, or someone who writes naturally at speed. But over the last year, I’ve started using AI to help me write emails, build plans, and even shape posts like this one. And honestly, it’s made me sharper and more organised — not because AI does the thinking for me, but because it helps me get thoughts out of my head and into action.
So I’m not here waving the AI flag just for the sake of it. I’ve seen first-hand how useful it can be — especially when you’ve got a million things on and not enough time. And while the big changes haven’t hit our industry just yet… they’re coming. Fast.
This post is the beginning of that conversation — and I’ll be diving into different aspects over the next few months.
Where AI Is Actually Showing Up (Right Now)
Let’s cut through the hype. Here’s what AI is actually doing in our world — not “coming soon,” but already in use:
✍️ Writing Support (a.k.a. AI That Makes You Sound More Polished)
Whether it’s condition descriptions, emails to landlords, or even awkward tenant notes — AI tools like ChatGPT can help reword, tidy up, or get you started. Some inventory platforms are exploring auto-generated descriptions based on prompts or templates too.
It’s not perfect, but it beats staring at a blank screen. Think of it like a fast-thinking assistant — you’re still in charge, but the heavy lifting gets lighter.
🎤 Voice-to-Text (Less Typing, More Doing)
Some inventory software providers, like HelloReport and Inventory Hive, now offer speech-to-text built directly into their apps. That means you can walk through a property, dictate your observations, and have it written up on the spot.
If you’re still typing up every word after the fact, this kind of tool is a serious time-saver. It’s not always flawless — but it’s come a long way from clunky voice memos and manual transcription.
📸 Image Tools That Actually Help
We’re starting to see AI-powered features that pull meter readings from photos, identify objects in a room, or suggest photo captions. Some platforms are playing with tagging items automatically from images — things like “double bed,” “built-in wardrobe,” or “white goods present.”
Condition is trickier (more on that below), but there’s no doubt the photo part of our workflow is starting to get smarter.
Why This Should Matter to You
AI isn’t just for big agencies with fancy budgets. It’s becoming more accessible than ever — and that’s good news for everyone in the industry.
You don’t need a huge team or big software investment to benefit from this stuff. Many AI tools are free or low-cost, and they’re already helping clerks and businesses to:
Draft emails faster
Build templates and checklists
Write clearer reports
Stay organised
Create marketing and comms content
Smaller providers, in particular, can benefit from being more agile — able to test tools, adapt quickly, and find smart shortcuts without layers of approval or admin. But this isn’t just about levelling the field — it’s about raising the standard, across the board.
Used right, AI makes us better — not less important.
What’s Coming (Sooner Than You Think)
Let’s talk next steps. These are the kinds of features I see rolling out in the next year or two:
Photo-to-report tools – AI that takes your images and builds the skeleton of a report — flagging objects and layouts. It’ll likely be able to identify items (“wooden table,” “chrome towel rail”), but condition? That’s still tricky.
Video walk-throughs with auto-description – You narrate your inspection on video, and the AI writes and formats the report in real time. It’s your voice driving the context — so condition calls stay human.
Consistency checkers – Tools that scan for gaps or errors: “You’ve got 18 photos but only referenced 12 items.”
Custom style matching – AI that learns how you write, and mimics your tone and phrasing to keep reports consistent across a team.
There are even whispers of using hand signals during inspections — waving or pointing in ways the AI can recognise to flag issues like dust, damage, or broken items. It might sound like sci-fi, but it’s being explored behind the scenes.
It’s early days, and these tools aren’t going to be perfect overnight. But once one of them works — properly — it’ll spread quickly. And those already experimenting will be best placed to take advantage.
The Reality Check: What AI Can’t Do (Yet)
Let’s not kid ourselves. AI still can’t:
Smell damp
Decide if something’s “fair wear and tear”
Handle tricky landlord conversations
Check behind the toilet for leaks
See that something’s been cleaned badly but looks fine in photos
It’s a tool — not a replacement. And keeping a human in the loop isn’t just good practice — it’s essential.
Quick Note on GDPR (Yep, Still Important)
If you’re using AI tools that touch tenant data, you do need to:
Be clear in your privacy notices
Avoid uploading sensitive info to public platforms
Make sure your tools are GDPR-compliant
Always review anything AI writes that could affect deposits or decisions
Basically: AI can assist — but you stay accountable.
Let’s Open the Conversation
This is the first in an ongoing series on AI and inventory work. I’ll be exploring specific tools, common use cases, what to avoid, and what’s showing promise.
But for now, I’d love to hear from you:
Are you using AI in your day-to-day work?
Which tools have helped you?
What’s worked? What hasn’t?
What’s worrying you — or exciting you — about all of this?
👇 Drop a message, share your thoughts, or tag us on socials. Whether you’re all-in or just curious, your perspective matters — and it’s how we move forward, together.
Final Thoughts
It’s time to start taking AI seriously — not as a gimmick or something to be scared of, but as a genuine tool that can help us work smarter and build stronger businesses. The technology is evolving fast, with new services, updates, and ideas being released all the time. It’s a competitive space, and that means better tools are becoming more available, more affordable, and more useful by the day.
I’m going to do my best to explore and share the services I think could benefit you — and if you come across something useful, I’d love to hear about it. As an association, I want us to benefit from this wave of innovation — not be left behind by it.
We serve an important role in the property market. The work we do has real impact — on landlords, tenants, agents, and everyone in between. AI can help us deliver that service even better, more consistently, and with more confidence.
There are exciting times ahead, and I’m really looking forward to sharing the journey with you all.
Written by Chris Callear Director of Membership, AIIC – Powered by AI
Interviewed by Chris Callear, Director of Membership
At the AIIC, we’re incredibly fortunate to have some truly outstanding individuals among our ranks—and Sally Carter is right at the top of that list. With nearly two decades of experience in the inventory industry, Sally has seen it all. She’s a true entrepreneur, having built her own successful business while raising a family, and her knowledge of the sector is second to none.
Sally recently stepped into the role of Head of Training on the AIIC board—carrying on the legacy of her mother, who was one of the founding members of the Association. In meetings, Sally brings calm, insightful thinking, always prioritising the needs of our members while pushing for ever-higher standards. She’s a rare mix of old-school professionalism and forward-thinking innovation, and honestly, we’re lucky to have her.
Sally was kind enough to give up some of her time to share her story, experiences, and insights with us—and we’re so pleased to be able to pass them on here.
Background & Career
Q: How did you get into the inventory clerk profession? A: Before becoming an inventory clerk I was a bank manager, having worked my way up the career ladder from bank cashier to branch manager. When my children were young, I found it harder and harder to manage family life alongside the corporate day. My mother had run her own inventory business since the late 1980s and asked if I would join her. She was one of the original members of The AIIC. I already had an insight into the requirements of an independent inventory, having typed my mum’s reports when I was on maternity leave in 1997. I started my business in 2007, landing with the name SK Inventory Services a few years later.
Q: What has changed the most in the industry since you started? A: When I first started, inventory reports were written documents, generally on Word, with no pictures, and many agents didn’t see them as essential. Now, with increasing regulations and deposit disputes becoming more common, there’s a much bigger focus on detailed, photographic evidence and legally compliant reporting. Also, technology has evolved—software now helps speed up report writing, but it still requires a human eye for accuracy and fairness.
Day-to-Day Life & Challenges
Q: What’s a typical day like for you? A: No two days are ever the same! One day I’m checking a property before new tenants move in, making sure everything is documented correctly. The next, I’m doing a check-out report where the property has been left in a mess, and I am recording any damage—especially the cleanliness of the place. I also do mid-term inspections, which often reveal maintenance issues before they get worse. And of course, there are always last-minute schedule changes—tenants forgetting appointments, keys missing, or agents calling with urgent jobs!
Q: You once had a routine inspection turn into key police evidence—can you tell us about that? A: Yes! I arrived at a property for what I thought was a standard mid-term inspection, but something felt off. The house was spotlessly clean, appeared lived in with some clothes in the wardrobes, but there was no food in the fridge—and a drone sitting on the sofa. It appeared that either the tenants were not living there or only ever ate takeaway food! I flagged my concerns with the landlord. Not long after this, there was an incident on the street outside that was widely reported on local news. It turned out the property was being used for illegal activities, and my inspection report became key evidence in the police investigation. That was the moment I realised just how important our role is—not just for landlords and tenants, but sometimes for law enforcement too.
Q: What’s the most unusual thing you’ve encountered in a property? A: Oh, where do I start? I’ve walked into flats that look like they’ve never been cleaned, places where tenants have tried to paint over dirt instead of cleaning, and properties where entire rooms have been redecorated. One of the strangest check-outs was an oven that had been painted. Oh, and don’t forget the occasions where the tenants don’t hear the doorbell or the standard call “Is anyone home?”—and are asleep in bed, either alone or with another!
Success & Growth
Q: What do you think has been the key to your success as an inventory clerk? A: Reliability, attention to detail, and professionalism. Landlords and agents need someone they can trust to be thorough and impartial. If they know your reports are fair, detailed, and delivered on time, they’ll come back to you. Also, being flexible and able to adapt—you never know what’s coming your way!
Q: How has AIIC membership benefited you and your business? A: AIIC membership has given me credibility and industry recognition. Having the AIIC logo on my reports shows that I follow professional standards. It’s also been a great source of support—from networking with other clerks to keeping up with best practices and industry updates. Plus, the training materials are fantastic, and I always recommend them to new clerks looking to improve their skills.
The Future of the Industry
Q: Where do you see the inventory industry heading in the next five years? A: I think the role of independent clerks will become even more essential. With renting reforms and stricter deposit regulations, landlords will rely more on professional, unbiased reports to avoid disputes. I also think we’ll see more tech integration, like AI-assisted report writing—but it won’t replace human judgment. You still need experience to assess liability fairly.
Q: Do you think AI could ever replace inventory clerks, or is human judgment still essential? A: AI can help speed up report writing, but it can’t replace on-the-ground experience. You need human judgment to assess wear and tear, identify tenant responsibility, and handle disputes fairly. AI can help us work more efficiently, but it won’t replace the need for trained, professional inventory clerks.
Final Thoughts
Q: What do you love most about your job? A: The variety and the sense of independence. Every day is different, and I love the mix of problem-solving, meeting different people, and ensuring that properties are protected. It’s also rewarding to know that my work makes a real difference in helping landlords, tenants, and agents avoid disputes. The flexibility of running your own business cannot be underestimated. I’m able to take time out to enjoy the things I love—such as gardening or crafting. When my family were school-age, the flexibility of being an Independent Inventory Clerk meant I could be at home after school and be a hands-on mum.
Final Thoughts from Chris
What I love most about this industry—and the people in it—is the shared spirit of personal freedom, entrepreneurship, and a real desire to serve. Inventory clerks often choose this path because they want to build something on their own terms, but they also care deeply about doing things properly and delivering value to their clients.
Let’s face it—property doesn’t always have the best reputation. We operate in a sector where there’s a lot of money at stake, and unfortunately, not always the highest standards. But inventory clerks are one of the few truly impartial voices in the process. And as the rental market grows—with increasing pressure on all sides—our role is only becoming more important.
Sally embodies what makes this profession so special. She knows that we need to keep raising the bar, keep improving, and keep proving our worth. She’s a working mum, an entrepreneur, and someone who’s built a career on her own terms while serving others with care and professionalism.
We’re truly blessed to have her as our Head of Training at the AIIC, and I can’t wait to see how she continues to lead, inspire, and shape the future of our community.
When I first became an inventory clerk, it wasn’t just a career move—it was the culmination of a vision. My initial goal was to help landlords make more money from their properties by providing detailed market analysis, competitive insights, and tailored recommendations. I wanted to give landlords reports that were as comprehensive as those you’d receive for owning shares in a company.. Then it hit me: this could be paired perfectly with inventories. I realised the value of creating reports that provided not just a list of what was in a property but detailed insights into its condition and maintenance needs—reports that I, as a busy property manager, would have found invaluable. From that idea, I hammered out a template for what I believed a perfect inventory report should look like, and I haven’t looked back since.
The Struggles of Starting Out
Starting any business is daunting, and my journey as an inventory clerk was no exception. I gave up my job as a property manager based on a gut feeling. I took the risk to step out on my own—a decision that raised a few eyebrows among friends and family.
The early days weren’t easy. Gaining clients with no track record was a real struggle, but luckily, an old property manager friend, John, threw me a lifeline. He trusted me with all his inventory work and even gave me side jobs like decorating and gardening to keep me afloat. That first boost of trust and business helped me build momentum and eventually grow my client base.
Why I Joined the AIIC
As someone new to the field, I knew I needed to build credibility quickly. Convincing agents and landlords to trust you when you’re just starting is tough. Joining the Association of Independent Inventory Clerks (AIIC) was the first step in establishing legitimacy.
The AIIC gave me more than just a logo on my reports—it gave me confidence. I wanted to know what standards I needed to adhere to, and I wanted advice on how to grow. Joining also gave me access to the PRS redress scheme, which further legitimised my business. When you’re trying to stand out, being part of a recognised organisation like the AIIC makes all the difference.
How the AIIC Has Helped Me
The greatest value I’ve gained from being an AIIC member is recognition for the quality of my reports and the opportunity to connect with other members. As someone who constantly rethinks and refines their product, having access to experienced members and even the CEO for advice has been incredibly valuable.
Although I haven’t yet accessed the training materials, I’m excited about the improvements coming under the guidance of our Head of Training, Sally Carter. Sally has a wealth of knowledge—arguably more than I could ever hope to learn—and I look forward to brushing up on my skills.
AIIC membership has also helped me land larger clients, like Dolphin Living in central London, which has been a huge honour. It’s allowed me to transform my career and my life. I’m no longer the underpaid, overworked property manager I once was. Instead, I’m a business owner who serves tenants and landlords directly, offering them a great service while earning more and finding personal fulfilment.
A Life-Changing Decision
The AIIC hasn’t just improved my business—it’s changed my life. It gave me the confidence to take risks, grow my business, and pursue my passions. It’s even part of the reason I met my gorgeous wife, Sharon. We’ll soon be celebrating our one-year anniversary, something I might not have achieved without the change in direction that joining the AIIC helped facilitate.
Winning awards like Best Newcomer and Best Sole Trader has been a highlight of my career. After years of feeling overlooked and undervalued as a property manager, those moments made me realise the power of trusting your gut, taking pride in your work, and serving clients to the best of your ability.
Why You Should Join the AIIC
For anyone on the fence about joining, I’ll say this: we’re all in this together. As inventory clerks, we might be competitors at times, but no one else truly understands the challenges of our work like we do. The AIIC provides a community where you can connect, share stories, and grow professionally.
At the very least, joining gives you PRS cover, which changes you from a “have-a-go hero” to someone businesses take seriously. Even if you never attend a meeting or talk to another member, that alone is worth it.
What’s more, the AIIC is undergoing a big transformation. As a new board member, I’m thrilled to be part of exciting plans to improve the lives of our members, raise industry standards, and build a stronger community. Our jobs are critical—we hold the keys to resolving deposit disputes fairly and ensuring a smoother moving process for tenants and landlords.
Final Thoughts
Joining the AIIC has been one of the best decisions I’ve made, both professionally and personally. It’s not just an organisation—it’s a support system, a mark of quality, and a gateway to greater success.
If you’re ready to take your career to the next level, visit www.theaiic.co.uk and join today. You won’t regret it.
Deposits are a core element of any tenancy that keeps both the tenant and landlord satisfied and secured during the tenancy.
However, when things go awry, disputes may occur. Landlords and tenants sometimes disagree about deposits at the end of a tenancy and in many cases these disagreements can be resolved by having a detailed and comprehensive inventory in place.
While deposit disputes are relatively rare, they do still happen and can prove costly. So, landlords need to understand why they happen and how they can be prevented.
Providing that it is stipulated in the tenancy agreement, which should have been looked over and signed by both the tenant and the landlord, a deposit can be withheld to cover any loss incurred by the landlord that is caused by the tenant, such as non-payment of rent or damage to the property.
Under the terms of the Housing Act 2004, it has been a legal requirement since April 6 2007, for landlords who rent a property on an assured shorthold tenancy to protect any deposit taken within 30 days of receipt.
Additionally, the tenant must also be served with a copy of the deposit scheme leaflet along with any other prescribed information.
At the start of a tenancy, landlords should ensure that all deposits relating to assured shorthold tenancies are protected within a government-approved tenancy deposit scheme – namely the Deposit Protection Scheme, mydeposits and the Tenancy Deposit Scheme.
In the scenario where the deposit has been paid by a third party, they must then also be provided with the statutory notice and associated documents.
But the real question is, what should landlords know about deposit disputes, and how curated inventories and training can reduce the number of instances these occur.
Figures from the Deposit Protection Scheme (DPS) show that, following disputes, 18.5% of tenant deposits are returned in full to the landlord, 54.7% are split between both landlord and tenant, and 26.8% are refunded in full to the tenants.
There is a clear difference between damage and fair wear and tear, which needs to be fully understood.
The criteria for deposit deduction must be properly understood before raising any disputes, with deductions not possible for fair wear and tear.
This seeks to prevent the landlord from ending up in a better position than they would otherwise have been.
The role of an inventory
At the beginning of the tenancy, your job as the landlord is not only to provide an adequate home for your tenant, but this is after all your investment, so to protect yourself and your property financially, it’s wise to turn to an inventory.
This document provides a detailed description of the condition of the property when the tenancy started, including everything from the state of the carpets to the position of the furniture.
Photos are usually also included, which provides additional evidence for your inventory.
During the course of the tenancy, you should also consider carrying out systematic inspection of your property to update the inventory as necessary. Your tenant should also receive a copy of this inventory so they can check off items as they’re returned at the end of the tenancy.
Deposit dispute resolution and prevention
Thankfully, tenant deposit disputes are relatively rare, but in the event that they do occur, a landlord should first try and resolve any disagreement with their tenant amicably.
Give your tenant a breakdown of the amounts and items with the use of your inventory along with the tenancy agreement and show why and what any withhold money is for, whether that be for owed rent or damage to the property.
This is why it is absolutely vital that you prepare a quality inventory with a precise schedule of the condition of the property since this will substantiate any damage or missing items in the rental property, and how they go beyond what should be considered the reasonable wear and tear of the home.
Inventories provide supporting evidence that clarifies what does and does not count as fair wear and tear. Nonetheless, it is essential that before entering into a tenancy agreement, all parties have a firm understanding of this issue.”
As a landlord, you want to protect your investments and establish smooth transitions from one tenant to the next. Here at AIIC, we are dedicated to promoting the highest possible standards of accuracy and reliability in the inventory process and have been endorsing high levels of professionalism in the inventory business since 1996.
During the check-in and check-out process of any tenancy, one of the most important pieces of documentation you will have will be your inventory.
Not only do they ensure the maintenance and good condition of a rental property, but they are also crucial for preventing deposit disputes between the landlord and tenant.
At the start of a tenancy, tenants will sign a tenancy agreement detailing the rules and regulations they must adhere to. During this time, the inventory must be conducted, agreed upon, and signed by both parties.
Throughout the tenancy, landlords should make periodic inspections to note any damage that does not correspond to the inventory report.
Finally, at check-out, landlords must compare the condition of the property to the initial inventory to identify whether any deductions will need to be made from the tenant’s deposit.
With inventories playing an absolutely vital role in any successful tenancy, it’s important to understand what they entail and which pitfalls to avoid.
Here at AIIC, using our experience as the leading association of dedicated independent inventory clerks, we provide a comprehensive breakdown below.
What should a good inventory consist of?
In layman’s terms, an inventory is a list of all the items and contents in a property, as well as a detailed record of its general condition.
Before the tenant moves in, an inventory is created to ensure the landlord can monitor the state of the property and the items/contents included throughout the tenancy, and when the tenant moves out.
A good, detailed inventory will include a full written report of condition – also known as a schedule of condition – which is a thorough documentation of the property’s interior and exterior. That includes appliances, white goods, décor, fixtures and fittings, all contents, the garden and any outbuildings.
In addition, a full list of keys (and who they’re given to), equipment serial numbers, meter readings and alarm codes should be noted down. There must also be a declaration page at the end of the inventory for signatures.
While it isn’t mandatory, taking video or photographic evidence of the state of the home is advisable – particularly in regard to expensive items. This helps to remove any doubt about the original condition of items if a tenant tries to claim no damage has been caused.
Who compiles an inventory?
A comprehensive inventory requires time, effort, and skill, and should be unbiased and compiled to a rigorous, professional standard.
While an inventory can be crafted by the landlord, it is common to appoint an independent inventory clerk to do the job.
An inventory clerk who will offer an impartial, specialised service must be AIIC-vetted to guarantee peace of mind.
As an association, AIIC are committed to excellence and professionalism in the inventory process. Our efficient members work hard to avoid unnecessary costs and legal disputes – ensuring every party is aware of its responsibilities.
By appointing an AIIC-vetted inventory clerk with specialist knowledge, landlords can have confidence that everyone is legally protected and abiding by the necessary regulations.
Another alternative is for the letting agent to carry out the inventory. This could include the arranging of inventories and the management of the check-in process, quarterly inspections and overseeing the check-out process.
What happens at check-out?
At the end of a tenancy, a final inventory check should be passed as tenants move out. This is when landlords compare the two reports to see what, if anything, to deduct from their deposit.
The tenant must be present during check-out to run through the inventory piece by piece, and both parties should agree on any discrepancies before their deposit is returned. If anything is missing or has been damaged, calculations should be made as to how much it will cost for replacements/repairs.
An independent inventory clerk will mark on the check-out report whether they consider any damage or deterioration to be the landlord’s or the tenant’s responsibility. This should make it easier to decide if deductions need to be taken from the deposit.
On those rare occasions where there isn’t agreement between both parties, a third party may need to be brought in to mediate – this might be the letting agent or a tenancy deposit dispute service.
This, however, should always be a last resort, and all other avenues should be exhausted before taking this route. If the damage is clear, most tenants are likely to play ball. Still, the tenant must be made aware in writing what they owe and how much will be taken from their deposit as a result.
As an agent or landlord, you want to protect your investments and establish smooth transitions from one tenant to the next. Here at AIIC, we are dedicated to promoting the highest possible standards of accuracy and reliability in the inventory process and have been endorsing high levels of professionalism in the inventory business since 1996.
The check-out process involves much more than just collecting the keys from tenants and arranging the return of the deposit.
In fact, it is one of the most crucial steps at the end of a tenancy, with a successful check-out able to reduce the chances of any deposit disputes occurring between you and your tenants.
For landlords, the check-out provides a concise record of the state of the property and its contents, while for tenants it offers the opportunity to state a case for any damage caused during the tenancy that might affect how much deposit is returned.
Below, we provide thorough insight into the check-out process and what steps are needed to avoid disputes and give you the best chance of getting your full deposit back.
Before check-out
Assuming the correct notice has been given and an end date has been established, the first step is to confirm, in writing, that any notice has been received and is being processed.
While the tenancy agreement will contain everything the tenants need to know, it’s important to familiarise them with key information of the tenancy agreement, as it may have been several years since they last saw it.
Leading up to check-out, your tenant will need to thoroughly clean the property (including flooring, upholstery, furniture, and all appliances), defrost the freezer, remove all waste, and clear the garden.
Arrangements will need to be made with the tenants to collect the keys, which is often best carried out at the property. This will allow you to walk through any issues found with the tenant in person.
Prevention is better than cure, so it’s worth explaining to tenants while they are still in the property what the consequences may be if items are found to be damaged in the property.
It’s also good idea to include ‘a guide to deposits disputes and damages’ from the chosen deposit protection scheme. Although lengthy, it could help answer any questions the tenants may have about the process.
During check-out
The process itself should go fairly smoothly, provided your tenant has carried out any necessary repair works and left the property in the same condition as when they first moved in.
However, if anything is missing or has been damaged, the only way you are able to make a claim against the tenant’s deposit, would be by providing evidence – and this is done via an inventory.
The most useful evidence that a tenancy deposit scheme would consider is a fully conditioned check-out inventory combined with a fully conditioned check-in inventory taken at the start of the tenancy.
An inventory should be professional and detailed enough to show clear photos of every item, the date and time stamp, and the document signed by the tenants to show they accept it as being fair and accurate.
If an inventory isn’t taken at the end of the tenancy, and the tenant disagrees with any deductions you’d like to make, you would find it extremely difficult to make a successful claim against them.
Appointing an independent inventory clerk could help to abate any uncertainty, as they will mark on the check-out report whether they consider any damage or deterioration to be the landlord’s or the tenant’s responsibility.
After check-out
If an agreement can’t be reached between both parties, or if there are issues that need rectifying, you’ll want to carry them out right away. If using contractors, for instance, you’ll need to keep copies of all the invoices as this would be evidence you’ll need in the event of any dispute.
Once all the work has been completed, you’ll need to formally explain your findings to the tenants, and have them sign their approval to deduct any funds from their deposit.
When compiling this document, it’s best to show the condition of the item in question at the start of the tenancy and at the end of the tenancy, which clauses in the tenancy agreement they have allegedly breached, explain what actions have been taken and detail the costs and any adjustments
At this point, the evidence will be self-explanatory, and tenants should agree to any deductions. If not, however, a third party may need to be brought in to mediate, such as a tenancy deposit dispute service. This should always be a last resort, and all other avenues should be exhausted before taking this route.
If the case goes to adjudication, you will be required to provide evidence to the tenancy deposit scheme that you use. Once you have agreed on how much of the deposit should be returned to the tenant, you then have 10 days to send the money back.
Here at AIIC, our independent inventory clerks can help to streamline the check-out process, providing detailed reports, photographic evidence, suggestions for compensation costs, and more.
We are dedicated to promoting the highest possible standards of accuracy and reliability in the inventory process and have been endorsing high levels of professionalism in the inventory business since 1996.
