Holding Deposit Refused Despite Missed Deadlines – Avoid Getting a Tenancy With Them!
I paid a £183 holding deposit for a tenancy with Sure Property Burton and followed every step required of me. Unfortunately, the experience has been extremely poor, and I believe it is important to share the full timeline so others understand how this company handles holding deposits.
My actions (all documented):
✔ Requested the refund politely
✔ Explained the legal basis under the Tenant Fees Act 2019
✔ Provided evidence of missed deadlines and lack of communication
✔ Repeated the request when no progress was made
✔ Sent a reminder after more than a week
✔ Notified Trading Standards
✔ Notified the Property Ombudsman
✔ Gave them time to respond
✔ Gave them multiple chances to resolve the issue
✔ Received a final refusal
I also completed all referencing promptly, completed Right to Rent checks immediately, provided all documents without delay, and received a system‑generated message from Canopy confirming referencing was fully completed on 3 July. No contract or update was provided between 3–6 July.
Their actions (also documented):
✔ Missed the stated maintenance deadline (30 June)
✔ Missed the provisional move‑in date (2 July)
✔ Provided no updates or contract after referencing was completed
✔ Ignored the Canopy confirmation that referencing was completed on 3 July
✔ Repeatedly insisted referencing was only completed on 6 July
✔ Ignored my legal arguments
✔ Ignored the Tenant Fees Act requirements
✔ Ignored Trading Standards involvement
✔ Ignored the Property Ombudsman involvement
✔ Repeated their refusal to refund
✔ Refused to reconsider
✔ Provided a final position: no refund
Important additional detail:
After I requested the refund, the agent suddenly proposed a new move‑in date of 9 July 2026, despite the missed deadlines and lack of communication. I did not confirm or agree to this date.
Yet on 7 July 2026, they changed the property’s status on their website from “Let Agreed” to “To Let” — while still refusing to refund the holding deposit.
This change is documented with a screenshot.
This means they were advertising the property again while still retaining my holding deposit, even though no tenancy agreement had been signed and I had already requested a refund.
Conclusion:
Despite the missed deadlines, lack of communication, contradictory information, and failure to progress the tenancy after referencing was completed, the agent has refused to return the holding deposit.
I have now escalated the matter formally to Trading Standards and the Property Ombudsman.
Avoid getting a tenancy with them.