Frequently Asked Questions

Making a Deposit Registration

  • How do I register a deposit?
    You will need to register with The DPS before you register a deposit (see ‘How does an agent/landlord register?’). If you register online, you can register deposits by logging into your account and selecting ‘Register a new deposit’. From here simply follow the on-screen prompts. If you register by phone and do not have an online account, you will need to complete a Deposit Registration Form and post it to The DPS with a cheque for the protection fee.

    Please contact us via our Online Form if you would like a Deposit Registration Form to be sent to your registered address.

  • I have secured the deposit, what information do I need to supply the tenant with regard to the protection of the deposit?
    The landlord has a statutory obligation (under the Prescribed Information Order) to make certain information regarding the deposit, the tenancy deposit protection scheme protecting the deposit, and specified tenancy related information available to the tenant(s). See ‘Is there a statement that can be added to tenancy agreements regarding The DPS service?’ for more information.
  • How do I ensure my deposit registration is not rejected?

    Deposit Registration Forms must be signed by the registered agent/landlord (at the bottom of the reverse of the form) and details of the sole/lead tenant must be entered in Section 4. In addition, if the tenancy start date is 14 days or more from the date when the deposit registration is completed, an interim contact address must be entered for the sole/lead tenant.

    All cheques must be signed and made payable to The Deposit Protection Service. Please note that multiple cheques in respect of one deposit are not acceptable.

    If you still have questions on this matter please contact us using the Online Form.

  • I have multiple tenants at the same property. How do I secure the deposit(s)?
    It is the agent/landlord's responsibility to decide how they wish to secure deposits in respect of multiple tenants at the same property. A separate deposit registration can be made in respect of each tenant – this way all tenants are registered as sole tenants. You can distinguish each deposit by using words such as "Room 1", "Room 2" etc, when registering them.

    However, if you do wish to register several tenants against one tenancy then one deposit registration can be made and, in this instance, a lead tenant needs to be selected. It is a DPS requirement that the agent/landlord and tenants agree on who will act as the lead tenant so that The DPS can address any correspondence to them.

  • What payment methods are accepted for payment of protection fees?

    Protection fees can be made by cheque, debit card or direct debit (subject to approval). The DPS does not accept credit cards or cash.

    Please note that we do not accept Chaps payments. If a Chaps payment is sent to us it will be rejected and you may incur a charge from your bank.

  • Is there a maximum deposit amount that I can protect?
    Yes, the maximum deposit limit is £20,000.00. You will not be able to protect any deposit that is over this amount.
  • I live abroad; can I send a cheque in local currency?

    We are only open to landlords, organisations and letting agents who are residents of Great Britain, Northern Ireland, the Channel Islands or the Isle of Man and are members of a trade body whose membership criteria compels participation in their own Client Money Protection (CMP) arrangements.

    Therefore we will only accept deposit registration cheques in pounds sterling, drawn on a UK bank.

  • I have registered a deposit and some of the tenancy details are incorrect, how do I correct them?
    Please provide details of the correction that needs to be made using our Online Form. We will then correct the error or contact you further if necessary.
  • How long does it take for deposit submission/registration payments to clear, and what confirmation will I receive?
    The DPS allows up to five days for payments of protection fees to clear. As soon as a protection fee has cleared, confirmation is issued to the agent/landlord and tenant. If an email address is registered, the confirmation will be sent via email. However, it can take banks up to ten days to notify us of dishonoured payments, so there may be instances where we have issued confirmations without being in receipt of cleared funds. In these cases we will notify the landlord/agent seeking further payment immediately.
  • What is a deposit ID number and when is this received?

    A deposit ID number is the unique identification number created for each individual deposit registered within The DPS Insured scheme.

    This number is contained within the deposit registration confirmations that are sent to the agent/landlord when the deposit is originally protected. The confirmations are sent either to a registered email address or as a letter to the address registered for the party concerned.

  • From whose account do cheques have to be made payable?

    Cheques can be from an associated account of the agent/landlord. Cheques must be made payable to The Deposit Protection Service and must be for the full amount of the protection fee. The DPS does not accept multiple cheques to cover one protection fee.

    Please note that there is an administration fee of £25.89 incurred for cheques that are returned unpaid.

  • I have various properties for which I would like to register deposits, can I send a summary or do I need to send a form in respect of each property?

    Each deposit must be treated as a single registration unless you have over 20 deposits to register at any one time; we do not accept summary documents. If you wish to register 20 deposits or more you can do so by downloading our Bulk Deposit Registration Template. You can find this template by going to the ‘Documents’ section of our website and clicking on ‘Our Processes’.

    Please complete all mandatory fields and then forward the completed spreadsheet to bulkuploads@depositprotection.com. We will upload the deposit registrations to your account and then contact you with regard to payment.

    If the deposits have been registered online and payment is to be made by cheque, each cheque must have an Online (Insured) Cheque Submission Form attached to it when it is received by The DPS. If a postal registration is being made, a Deposit Registration Form must be completed in respect of each deposit and sent to The DPS with cheques for each protection fee amount.

    If you still have questions on this matter please contact us using our Online Form.

  • What is the role of the lead tenant?
    The lead tenant is the individual tenant that acts on behalf of all the other tenants when dealing with The DPS. The lead tenant can make enquiries and initiate a dispute. The agent/landlord must arrange repayment of the deposit with the tenants directly.
  • How do I submit deposits for Joint tenants?

    Where there are joint tenants, the agent/landlord may arrange for the individual deposits of each joint tenant to be registered separately with The DPS.

    Alternatively, where there are joint tenants or a third party, the agent/landlord must manage the relationship between the joint tenants, and between the tenant and any third party. They must identify a lead tenant in the Deposit Registration Form who is authorised to act on behalf of all joint tenants and any third party. Any request to return a deposit must be submitted to the landlord as they hold the full deposit amount.

    If you still have questions on this matter please contact us using our Online Form.

  • My tenant does not have a mobile phone number or an email address. How do I protect their deposit?
    The deposit will need to be registered by completing a Postal Deposit Registration form and sending it to us with a cheque made payable to ‘The Deposit Protection Service’. You can request a Postal Deposit Registration form by completing our Online Form or by calling our dedicated help line on 0330 303 0030.
  • I have multiple deposits for submission, do you have an upload facility?
    Yes, you can submit large numbers of deposits at one time by downloading our Bulk (Insured) Deposit Registration Template. You can find this template by going to the ‘Documents’ section of our website and clicking on ‘Our Processes’. Please complete all mandatory fields and then forward the completed spreadsheet to bulkuploads@depositprotection.com. We will upload the deposit registrations to your account and then contact you with regard to payment.
  • How do I know what the Prescribed Information is?

    Landlords have the legal obligation under the Prescribed Information Order to supply this information to the tenant within 30 days of receiving the deposit. Please see our FAQs on Prescribed Information to find out what’s required.

    The DPS provides a Prescribed Information template in order to assist landlords/agents in complying with the Prescribed Information Order, but it is your responsibility to ensure that it is correctly completed and served on the tenant(s) within 30 days of receiving the deposit. You must ensure that you give the tenant(s) an opportunity to sign the Prescribed Information by way of confirmation that its contents are correct. To download The DPS Prescribed Information template, please visit our processes page.

  • How do I register a periodic tenancy?

    A landlord is able to protect a tenancy deposit through The DPS Insured scheme at the beginning or mid tenancy.

    If a landlord is intending to protect the deposit mid-tenancy, they must ensure that the tenancy and deposit meet the criteria set out below PRIOR to protecting the deposit through The DPS Insured tenancy deposit protection scheme.

    To protect a deposit mid-tenancy:

    • The landlord must agree to be bound by The Deposit Protection Service Insured Scheme Terms and Conditions
    • There must be no dispute between the landlord and the tenant at the time of registration
    • There must be a valid and signed Assured Shorthold Tenancy agreement between the parties
    • The landlord must not have provided notice to the tenant to terminate the tenancy
    • The tenant must not have provided notice to the landlord to terminate the tenancy
    • The landlord must be able to evidence that the tenancy deposit has been held by them for the duration of the tenancy (The DPS may request evidence to be provided)

    If these criteria have been met, the landlord must register the deposit, with the Insured scheme, quoting a Tenancy End date 6 months from the deposit being protected through the scheme. The protection fee must be paid within 7 days of registering the deposit. Once payment has been made, and the deposit protected, a communication will be emailed to the Landlord within 1 month prior to the expiry of the recorded Tenancy End Date. At this time, the Landlord will be required to access the deposit online and record that the tenancy has become Statutory Periodic.

    The DPS reserve the right to request confirmation that the Tenancy continues annually.

    Contact Us

    The Deposit Protection Service
    The Pavilions
    Bridgwater Road
    Bristol
    BS99 6AA

    Or call our dedicated help line on 0330 303 0030.

    Our customer service centre operates Monday to Friday from 08:00 – 18:30.

    Copyright © 2011 Deposit Protection Service, a trading name of Computershare Investor Services Plc. All rights reserved. Registered address: The DPS, The Pavilions, Bridgwater Road, Bristol, BS99 6AA.