Dispelling the myth that deposit-alternative offerings lead to ‘riskier’ customers

At flatfair we want to support a customer journey that works efficiently, transparently, and fairly for residents, managers and landlords. Our ongoing partnership with Touchstone’s BTR team delivers this across multiple schemes: The Forum, Howard Court and The Blockhouse. 

Since 2020, Touchstone has offered our No Deposit solution across several of its UK BTR sites to give their customers more flexibility and an opportunity to move in, without the constraints of a greater financial commitment. This also makes Touchstone’s homes more affordable for first time renters. Through this collaboration, 828 residents have benefitted,  with more than 500 No Deposit plans; translating into over £500,000 saved in upfront move‑in costs compared with traditional five‑week deposits. (blog.flatfair.co.uk)

Operationally, the results speak volumes. An impressive 86.2% of customers with  No Deposit tenancies ended with no charges for damages or missing rent – demonstrating positive resident etiquette. For landlords, together we provide market‑leading protection: in Touchstone’s case protecting £1.38m of exposure, calculated on the total number of active No Deposit plans – is significantly higher than standard deposits. (blog.flatfair.co.uk)

Aligned to Touchstone’s customer centric approach, flatfair has supported: higher customer satisfaction due to  lower upfront costs (61.1% of their customers opted for our No Deposit when given the choice) and smoother, more efficient processing via our integrated portal (flatfair Deposits) which handles both traditional deposits and our alternative in one system. (blog.flatfair.co.uk)  

“flatfair has helped us deliver the customer-first experience we promise. By removing the need for a large upfront deposit, we’ve lowered the financial barrier to moving in and made the leasing journey feel fairer and more transparent. It’s modernised the way we onboard residents and has been well received by both our onsite teams and our customers.” – Harpreet Dosanjh, BTR Associate Director, Touchstone

Our partnership allows Touchstone to streamline the move‑in process, minimise the barriers associated with traditional deposits, and uphold rigorous operational controls over rent, property protection, and regulatory compliance. It demonstrates how resident choice and efficient workflows can be integrated with robust safeguards in the BTR sector, enhancing both operational efficiency and the tenant experience.

Touchstone remains dedicated to enhancing affordability and accessibility for renters, with flatfair supporting these objectives across both new and established BTR schemes.

For BTR operators looking to optimise their processes and provide residents with a more flexible deposit solution, we would welcome the opportunity to discuss how we can help.