Dispute
What should I do if I disagree with my move-out claim?
When you receive the move-out settlement, it is advisable to go through it carefully and compare it with your move-in report and any documentation of defects or issues. If you disagree with all or part of the settlement, you must inform the landlord. You can do this in the Keyhole app with the relevant documentation.
If your claim is accepted and the settlement is changed, we will update the amount with us and initiate the payment based on the revised settlement.
If you have any questions that are not answered here, you can contact support at phone number +45 71 74 71 24 or support@usekeyhole.com. We respond within business hours, i.e. Monday to Friday from 09:00-16:00.
You file an objection under your claim in the Keyhole app, where you clearly explain why you disagree. Describe which parts of the final settlement you disagree with. It is a good idea to attach pictures, copies of previous correspondence, or similar as documentation.
Remember to maintain a good and professional tone!
If there is no clear mistakes in the final settlement, the landlord may maintain their position on the settlement.
If you still disagree, you can choose to send the case to the Rent Dispute Tribunal (HTU). HTU will review the case and make a decision that will either support you or the landlord. Once the case is created in HTU, you will be asked to upload documentation of the case creation in the Keyhole app.
When you receive a decision from HTU, you have 30 days to appeal the case to the District Court. A decision from the District Court will always carry more weight than HTU's decision.
After this, you must accept the final move-out claim, as there are no further possibilities for appeal.
It can be complicated to understand a final settlement and the legal aspects around it. There are advisors who can assist you.
They can engage in dialogue with the landlord, negotiate, or possibly take the case to HTU or the District Court.
Be aware of how the advisors charge. Some take a percentage of any savings, while others require you to be a member of their organization.