Meet the team – Kerry Laws, ADR Case Handler

What does your role involve?As part of the ADR case handling team it’s my job to process the evidence received from landlords, letting agents and tenants before it is handed over to the Adjudicators who make the final decisions. I’m also responsible for:

› processing responses to Single Claims › allocating work out to other team members › responding to emails from all parties; and › reviewing cases where tenant evidence has not be supplied by the deadline and processing payment to the landlord or letting agent.

What’s the funniest thing you’ve seen whilst in the role? We once had some urine stained pieces of carpet sent in to us as evidence. It certainly wasn’t funny at the time but looking back, it does make me giggle – some landlords take evidence submission very literally!

What’s the best thing about your role? Our team is incredibly busy and manages a big workload on a daily basis. In any one day we could each process 25 sets of evidence. So being able to turn work around before my deadlines is hugely satisfying. We allow a four day turnaround to pass evidence and case notes to the adjudicators but I always try to process items within two days instead.

There’s also a small part of me that looks forward to what we may get sent in by way of evidence each day, sometimes that back-fires as I explained above!

What’s most challenging? We often have a lot of correspondence and other evidence to sift through which makes my role very painstaking. The most challenging part is sometimes finding out what the landlord, agent or tenant means in their evidence and emails – quite a bit of time can be spent deciphering meaning, grammar, spelling and hand writing.

If you’re looking for guidance on deposit disputes, download our ‘Guide to tenancy deposits, disputes and damages’ today.