Damage caused on purpose, by accident or through neglect. For example, cracks in the plasterwork could happen through natural settling, but a hole in the plasterwork might not. Lost keys, broken windows, torn curtains and badly scratched wooden floors can all count as damage caused by the tenant and not wear and tear. This kind of damage is what the deposit is for, but if there is a dispute and you do want to make a claim, it’s important to be mindful of ‘tenant lifestyle’ as this can affect the outcome of a claim.
See the list at the bottom of this article for some examples of what does and does not count.