Dispute Outcome Tracking & Reporting
Dispute Outcome Tracking & Reporting
Available from v0.1.44
This feature enables agencies to record the final adjudicated outcome of each dispute and aggregate those outcomes into actionable reports — helping teams understand where deductions succeed, where they fail, and why.
Overview
Once a dispute reaches an adjudication decision, the outcome can be recorded directly against the dispute record. These outcomes flow into an agency-level reporting dashboard that highlights patterns across all disputes, providing a data-driven foundation for agent training and policy improvements.
Recording an Outcome
For each adjudicated dispute, the following fields can be captured:
| Field | Description |
|---|---|
| Amount Awarded | The monetary amount granted by the adjudicator (may be zero, partial, or full) |
| Award Type | One of: Full Landlord Award, Partial Award, or Tenant Wins |
| Adjudicator Reasoning | Notes or categorised tags describing the stated basis for the decision |
Outcome records are append-only and immutable once saved — they cannot be edited after submission to preserve audit integrity.
Agency-Level Reporting
The reporting view aggregates all recorded outcomes across an agency's disputes and surfaces the following metrics:
Win/Loss Breakdown
A summary of how disputes resolved, split by award type:
- Total disputes with a full landlord award
- Total disputes resulting in a partial award
- Total disputes where the tenant won
Average Award Amounts
The mean award value across all disputes (and per award type) over a configurable time period. Useful for benchmarking deduction amounts against realistic adjudication outcomes.
Common Adjudicator Reasoning
A frequency view of the reasoning categories logged across outcomes — highlighting the most cited justifications for both successful and unsuccessful claims. This is particularly useful for identifying:
- Evidence gaps that frequently cost landlords awards
- Claim types that are consistently upheld
- Language or framing issues in deduction notices
Use Cases
- Agent training — use outcome patterns to coach agents on which evidence types and deduction categories perform best at adjudication
- Policy improvement — identify systematic weaknesses in how deductions are documented or communicated
- Benchmarking — compare average awards to claimed amounts to refine future deduction strategies
Scope & Limitations
- Outcome tracking applies to disputes that have reached a formal adjudication stage
- The dispute submission and evidence upload flows are unchanged
- Reporting is scoped to agency level; individual property or tenancy drill-down is not available in this release