How can we help you today?
Billing & Account Management
How does your pay-as-you-go pricing model work?+
Rentscore has no subscriptions or monthly fees. Searching our database and submitting scores are completely free for all users. You only pay a one-time transaction fee when you explicitly request to unlock a full, detailed Rentscore Report.
Is there truly no subscription or monthly commitment?+
Correct. Rentscore operates on a pure pay-as-you-go model. There are no registration fees, monthly subscription retainers, or hidden costs. Creating an account, executing basic database searches, and submitting tenant scores are always 100% free. You only pay the flat fee (£7.99 for landlords/tenants, £4.99 for verified agencies) when you explicitly choose to unlock a complete, detailed report.
Why do Letting Agents get a lower rate than private Landlords?+
Our £4.99 rate is a commercial wholesale tier reserved strictly for corporate letting agencies handling high-volume tenancy pipelines. To maintain the integrity of this tier and prevent misuse, all Agent accounts undergo a mandatory business registration review by our compliance team before the discounted rate is unlocked.
What payment methods do you accept, and is my data secure?+
We partner with Stripe to process all transactions using bank-grade, SSL- and TLS-encrypted architecture. We accept all major credit and debit cards (Visa, Mastercard, American Express). Rentscore never stores your raw card details on our servers, ensuring absolute financial data privacy.
Can I get a formal VAT invoice for my company tax returns?+
Yes. Immediately after a successful checkout transaction, an automated digital invoice containing your VAT breakdown and order reference number is dispatched directly to your registered account email address.
How long does an unlocked report remain valid and accessible?+
Once purchased, a Rentscore report is saved in your dashboard archive for future reference at no extra cost. Your overall membership profile and account access never expire. However, because a Rentscore is cumulative, any new evaluation submitted by a landlord will alter the data. To view a revised Rentscore report reflecting these new updates, a one-time purchase is required.
Score Calculations & Performance
What exact metrics determine my overall Rentscore?+
Our independent multi-disciplinary team evaluates your history across four major performance categories: Financial Consistency (rent payment timeliness), Legal Compliance (honouring lease terms), Property Care (maintenance and cleanliness), and Tenancy Duration.
My score recently dropped. Is this permanent damage?+
Not at all. Your Rentscore is dynamic and changes continuously based on real-world habits. By adjusting your habits — such as setting up automatic rent transfers, inviting landlords to inspections, and communicating changes early — your score will steadily recover over time.
A landlord submitted an unfair or incorrect record. How do I contest it?+
Fairness is a core pillar of our methodology. Navigate to the "Disputes" tab inside your tenant dashboard, select the specific tenancy, choose a category, and describe the inaccuracy with supporting evidence (e.g., bank statements, photos). We'll notify the landlord of your dispute and flag the entry as "Under Review" on your profile while it's open. If the entry can't be factually defended against your evidence, it will be manually corrected or removed by our compliance team, and your Rentscore recalculated accordingly.
How do legal actions, tribunals, or CCJs affect my profile?+
Formal legal escalations imply a severe breakdown in contract negotiations and function as high-weight risk metrics. Court claims for eviction, non-payment, or a County Court Judgment (CCJ) will negatively impact your marketplace value for an extended period, as they signal severe asset risk to future landlords.
Why do tenancies under 12 months result in a lower score rating?+
Landlords heavily penalise high tenancy churn due to steep re-letting costs and vacant void periods. While periodic rolling tenancies are completely legal, completing a solid 12-month lease demonstrates stability and signals to future landlords that you are a dependable long-term investment.
Tenant Referencing & Data
How long do you keep my tenant evaluation data?+
To maintain the integrity of our verification network, we process and retain historical tenancy data and rent scoring records under the lawful basis of Legitimate Interests (Article 6(1)(f) of the UK GDPR). Our platform, alongside landlords, letting agents, and property managers, has a compelling and necessary interest in maintaining accurate historical records. This data is vital to assess rental risk, verify tenant identities, and prevent sector-wide housing fraud. Because this information serves a critical role in financial transparency and risk management, requests for erasure regarding valid historical Rent reports and scores will be refused. We operate a strict, dual-phase data retention schedule in line with UK statutory guidelines: Years 1 to 6 (Live Decisions) — Identifiable tenancy data and Rentscores are held for 6 years from the date your tenancy ends to facilitate active tenant screening and prevent fraud. Years 7 to 11 (Statistical Research) — At the 6-year mark, your personal identifying data is permanently stripped and anonymised in compliance with statutory limitation periods and ICO storage limitation principles. The raw, unlinked data can be held for an additional 5 years strictly for statistical modelling and algorithm training, meaning it can never impact you or your future applications.
Will a Rentscore Check / evaluation affect my credit score?+
No, it has zero impact on your credit score. Our platform performs a standalone rent score evaluation based on your rental history, and therefore it is independent of your credit file.
Can I dispute a negative score or false record on my account profile?+
Yes. Fairness is a core pillar of our philosophy. If a tenant feels a landlord filing is inaccurate or unfair, they have a clear, transparent pathway within their dashboard to raise an official dispute. We review the claim and notify the landlord, verifying the information against the evidence you provide to ensure factual accuracy. If the landlord's original entry cannot be factually proven against your evidence, or if they fail to provide a verified counter-ledger, the negative entry will be manually corrected or removed by our compliance team immediately. We will update the records and recalculate your Rentscore in accordance with our legal obligations to maintain accurate data.
Can I rectify inaccurate data on my Rentscore report?+
You hold the Right to Rectification under Article 16 of the UK GDPR if your data is factually incorrect.
Our platform calculates your Rentscore automatically based on data provided by your previous landlord or letting agent. Where a dispute is upheld, our compliance team will correct or remove the inaccurate entry directly.
If you believe your tenancy history or payment data is factually incorrect, please follow these steps:
- Contact your landlord or agent: We strongly recommend contacting your previous landlord or letting agent directly to raise the issue. Since they provided the data, they can quickly update their records, which will automatically correct your Rentscore on our platform.
- Raise a formal dispute: If you cannot reach your landlord, or if they refuse to correct a proven error, raise a dispute directly from the Disputes tab in your Rentscore dashboard, with clear supporting evidence (such as bank statements, receipts, rent payment logs, or signed tenancy discharge letters).
- What happens next: We flag the disputed tenancy evaluation as under review on your profile and notify the landlord of your dispute, along with the evidence you provided. If the evidence proves the current data is inaccurate, we will update the records and recalculate your Rentscore in accordance with our legal obligations to maintain accurate data.
Can I download and share my completed report with others (landlord, agents, or a housemate)?+
Yes. Once your referencing process is complete, you can log into your Tenant Portal and download a secure PDF report of your Rentscore. You can share this passport with any letting agent or landlord who uses our network to speed up your next move. If you are teaming up with other room seekers to rent an entire property together, Rentscore acts as a vital benchmark — it provides a useful snapshot to prospective housemates of your reliability and attractiveness as a co-renter.
Can I delete all my account data?+
You can exercise your Right to Erasure under Article 17 of the UK GDPR. However, under data protection law, this right is not absolute and does not apply if we have overriding, compelling reasons to retain certain data.
Here is exactly how we handle erasure requests:
- Data that will be erased: We permanently delete your non-essential user profile data and marketing information within 30 days of verifying your identity. This includes your online tenant portal account and login credentials, your marketing preferences and subscription history, and historical customer service messages not linked to an active dispute.
- Data that will be retained: We cannot erase your historical tenancy records or rent scoring data. Under UK GDPR Article 6(1)(f), we retain this information under the lawful basis of Legitimate Interests: our platform, landlords, and letting agents have a vital interest in maintaining accurate historical performance records to assess rental risk, verify identities, and prevent housing fraud. While you have a Right to Object, our assessment concludes that the need to maintain industry-wide financial transparency and prevent fraud overrides this right.
- Statutory and legal compliance data: Certain transaction records, audit trails, and anti-fraud logs must be securely held to comply with our statutory and legal obligations (such as anti-money laundering and tax laws). This data is securely isolated, restricted from everyday business use, and permanently destroyed once our legal retention periods expire.
How long do you keep my rental information?+
We operate a strict, dual-phase data retention schedule in line with UK statutory guidelines:
- Years 1 to 6 (Live Decisions): Identifiable tenancy data and Rentscores are held for 6 years from the date your tenancy ends to facilitate active tenant screening and prevent fraud.
- Years 7 to 11 (Statistical Research): At the 6-year mark, your personal identifying data is permanently stripped and anonymised in compliance with statutory limitation periods and Information Commissioner's Office (ICO) storage limitation principles. The raw, unlinked data can be held for an additional 5 years strictly for statistical modelling and algorithm training, meaning it can never impact you or your future applications.
Still looking for an answer?
Our independent property, legal, and construction specialists are on hand to guide you through complex platform queries.