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information<o:p></o:p></span></h1> <p class=MsoNormal style='line-height:14.4pt;background:white'><span style='font-size:9.0pt;font-family:"Verdana","sans-serif";mso-fareast-font-family: "Times New Roman";color:#666666'>&nbsp; <o:p></o:p></span></p> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><strong> <span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2">Over 8,000 deposit repayments valuing almost £5 million</font></span></strong><span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2"> are waiting for the response of the lead tenant before the deposit can be repaid. In order to make a deposit repayment we need agreement from both the landlord / letting agent and the lead tenant, along with details of the correct payment method.<br> &nbsp; </font> <o:p></o:p></span></p> <p style='margin-bottom:3.75pt;line-height:150%;background:white'> <font size="2"> <span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'>We are committed to repaying deposits as quickly as possible, so have <strong><span style='font-family:"Verdana","sans-serif"'>undertaken a review</span></strong> of best practice in order to highlight enhancements that would make it easier to avoid deposits being held in limbo due to tenants not responding to requests for information. <br> <br> The review highlighted that if we had either a mobile number or valid email address for the lead tenant, the number of deposits held in limbo would be dramatically reduced, providing a better service for landlords and tenants.<br> <br> We are therefore planning to make the changes listed below to our process. We re confident that these changes will improve the service experience for the small minority of landlords and agents whose tenants do not currently respond to requests for information. </span></font><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'> <br> <br> </span><strong><span style='font-family:"Verdana","sans-serif";color:#78A22F'>On-line deposit submissions</span></strong><span style='font-size:8.5pt;line-height: 150%;font-family:"Verdana","sans-serif";color:#666666'> <o:p></o:p></span></p> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><strong> <span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2">In order to submit a deposit to us online after 26th November, we will ask you to provide either a UK mobile phone number or a valid email address for the lead tenant. One of these will be required as a minimum (both would be ideal). However, if your tenants do not have any of this information please apply for a paper deposit submission form.</font></span></strong><span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2"> </font> <o:p></o:p></span></p> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><br> </span><strong><span style='font-family:"Verdana","sans-serif";color:#78A22F'>New SMS text alerts for tenants</span></strong><span style='font-size:8.5pt; line-height:150%;font-family:"Verdana","sans-serif";color:#666666'> <o:p></o:p></span></p> <p style='margin-bottom:0cm;margin-bottom:.0001pt;line-height:150%;background: white'> <span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2">We ve successfully introduced SMS services across other areas of our business, delivering an increase in response and participation in all kinds of programmes. Early next year we will be introducing SMS text messaging to alert tenants when a deposit repayment has been initiated by their landlord or letting agent. This is another great reason to ensure you register the lead tenant s correct mobile phone number when you initially submit the deposit. <strong><span style='font-family:"Verdana","sans-serif"'>Your tenant can also update their details with us directly at any time during their tenancy.</span></strong><br> <br> Thank you for your cooperation&nbsp; </font> <o:p></o:p></span></p> <p style='margin-bottom:0cm;margin-bottom:.0001pt;line-height:150%;background: white'><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'>&nbsp; <o:p></o:p></span></p> <p style='margin-bottom:0cm;margin-bottom:.0001pt;line-height:150%;background: white'><span style='font-size:10.0pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'>&nbsp;</span><span style='font-size:8.5pt;line-height:150%; font-family:"Verdana","sans-serif";color:#666666'><img id="_x0000_i1025" src="http://www-uk.computershare.com/WebContent/doc.aspx?docid=a04d4476-77f7-45d5-b10d-e18a33c976fb" alt="Kevin Firth, Director" border=0><br> <br> </span> <span style='line-height:150%; font-family:"Verdana","sans-serif";color:#666666'> <strong><span style='font-family:"Verdana","sans-serif"'><font size="2">Kevin Firth</font></span></strong><font size="2"> </font> <o:p></o:p></span></p> <p style='margin-bottom:0cm;margin-bottom:.0001pt;line-height:150%;background: white'><strong> <span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2">Director, The Deposit Protection&nbsp;Service</font></span></strong><span style='line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><font size="2">&nbsp; </font> <o:p></o:p></span></p> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'>&nbsp; <o:p></o:p></span></p> <div> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><img width=188 height=101 id="_x0000_i1026" src="http://www-uk.computershare.com/WebContent/doc.aspx?docid=8cc5bae0-5926-4018-9815-dc0e1954c030" alt="The Deposit Protection Service" border=0><o:p></o:p></span></p> </div> <p style='margin-bottom:3.75pt;line-height:150%;background:white'><span style='font-size:8.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'><a href="http://cts.vresp.com/c/?ComputershareDPS/b1d02eeaf8/4dec605364/b96a26c65b"><span style='color:#78A22F'>www.depositprotection.com</span></a> <o:p></o:p></span></p> <p class=dpsnote style='margin-bottom:3.75pt;line-height:150%;background:white'><strong><span style='font-size:7.5pt;line-height:150%;font-family:"Verdana","sans-serif"; color:#666666'>Note:</span></strong><span style='font-size:7.5pt;line-height: 150%;font-family:"Verdana","sans-serif";color:#666666'> This email was sent from a notification only email address that cannot accept incoming emails. Please do not reply to this message.</span></p> </div> </div> </body> </html>