Frequently Asked Questions

End of Tenancy

  • What happens if there is a dispute?
    The DPS offers a free evidenced-based Alternative Dispute Resolution (ADR) service to deal with disputes related to the tenancy deposit. In the event of a dispute, both the agent/landlord and tenant must consent to use the ADR service and agree to be bound by the Adjudicator’s decision. For more information on the ADR service, please see our FAQs under 'What is the Alternative Dispute Resolution Service (ADR)?’

    The courts can still be used to resolve disputes if either party does not give consent to use the ADR service.

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

  • The fixed term tenancy is coming to an end, what do I need to do?

    You will need to advise us of the end of tenancy intention either via your online account or by completing an End of Tenancy form, which can be requested by calling 0330 303 0030.

    If the tenancy is coming to an end you will need to advise us of the tenancy end date. If this has already passed you will need to mark the deposit as closed.

    If the fixed term tenancy has become periodic you will need to advise us that the tenancy status has become periodic.

    If your tenant has signed a new fixed term you can renew the deposit. If you renew the deposit protection the tenancy start date will always be the tenancy end date of the previous tenancy.

    Important note: If you do not take any action, the deposit will be automatically closed on the tenancy end date and will not be able to be reinstated.

    Please note that if there is a dispute the tenant will need to advise us within 3 months of the tenancy end date.

  • The fixed term tenancy has come to an end but the tenant(s) have signed up for a new fixed term, do I need to submit a new deposit?
    No. You can simply renew the tenancy via your online account. To do this, find the deposit under ‘View My Deposits’ and click on ‘Renew’.

    The tenancy start date will be the end date of the previous tenancy, but you will be required to enter a new tenancy end date.

    You will need to pay a new fee for renewing your deposit.

    If you don't have an online account you will need to tell us of your end of tenancy intention first by completing an End of Tenancy form. Then you will need to submit a new Insured Deposit Registration form. Both of these forms can be requested by calling 0330 303 0030.

  • What is an end of tenancy intention?

    An 'end of tenancy intention' is your intention to close, renew or set the status of a deposit to periodic at the end of a fixed term tenancy.

    If you take no action prior to the tenancy end date, the deposit will close on the tenancy end date and your protection will end.

  • The fixed term tenancy has become periodic, do I need to do anything?

    Yes, you should change the deposit status to periodic, either via your online account or by completing an End of Tenancy form, which can be requested by calling 0330 303 0030.

    If we are not informed that the tenancy has become periodic before the tenancy end date, the deposit will be closed on the tenancy end date and will not be reinstated.

  • The fixed term tenancy has ended, what should I do?

    You should agree and return the deposit to the tenant, and mark the deposit as closed either via your online account or by completing an End of Tenancy form that can be requested by calling 0330 303 0030.

    If there is a dispute then your tenant will need to advise us within 3 months of the tenancy end date.

  • The fixed term tenancy is ending within 30 days - can I protect my tenant's deposit with you?
    No - you should not attempt to protect a deposit for a tenancy that is ending within 30 calendar days.
  • Why has the deposit been closed?

    The deposit will be closed on the tenancy end date if we are not advised of an end-of-tenancy intention to renew or a change in the tenancy status to periodic.

    If the tenancy has not come to an end you will need to register a new deposit either via your online account or by completing an Insured Deposit Registration form, which you can request by calling 0330 303 0030.

  • When does the deposit protection end?
    A deposit is protected for the life of the tenancy. As a result, the protection ends on the Tenancy End Date (as the tenancy has ended and the tenant is no longer in the property). We offer a period of 90 days from the end of tenancy for the tenant to raise a dispute. This does not mean that the deposit remains protected but allows the tenant to submit details of a dispute. If a Disputed Amount Confirmation form is submitted by the tenant within the 90 day period, DPS will request the disputed funds to be submitted to the scheme, from the landlord.

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.