Frequently Asked Questions

Making a Deposit Submission

  • How do I submit the deposit?
    You will need to register with The DPS before you submit a deposit (see ‘How does an agent/landlord register?’). If you register online, you can submit deposits by logging into your account and selecting ‘Submit 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 Submission Form and post it to The DPS with a cheque for the deposit amount. Please contact us via our Online Form if you would like a Deposit Submission Form to be sent to your registered address.

  • I have made an over-payment by Direct Bank Transfer, how can I get the excess funds returned?
    Please contact us, providing all relevant information, using our Online Form.
  • 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 submitted for safekeeping to The DPS Custodial scheme.

    This number is contained within the deposit submission confirmations that are sent to both the agent/landlord and tenant 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.

  • 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 submitted separately to 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 Submission Form who is authorised to act on behalf of all joint tenants and any third party. If one joint tenant requires a partial repayment of a joint deposit, The DPS can only repay the whole deposit. Any deposit(s) that need to remain protected must be resubmitted to The DPS immediately.

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

  • 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 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.

  • 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.

    You may wish to consider completing a separate deposit submission for each tenant – this way all tenants are registered as sole tenants and have full control over their deposit and the repayment process. You can distinguish each deposit by using words such as "Room 1", "Room 2" or "Front Room", "Back Room", when submitting them.

    Alternatively, if you would prefer to register several tenants against one tenancy then one deposit submission can be made. In this instance, a lead tenant needs to be agreed by all the tenants. 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. It is important that when completing the repayment process, the agent/landlord and lead tenant agree the split of the deposit amount, and the lead tenant must also ensure that any proportion of the deposit that is to be returned to the tenants is divided fairly.

  • How do I ensure my deposit submission is not rejected?

    Deposit Submission 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 submission is registered, an interim contact address must be entered for the sole/lead tenant.

    All cheques must be signed and must be 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.
  • Do you accept partial submission of deposits?
    Yes, if your tenant(s) pay for their deposit in instalments, you can secure it with us in instalments. Once the initial payment is made and a deposit is secured with us, you will be able to add each instalment as a new ’increment’ against the deposit. To do this, you will need to log into your online account, view the relevant deposit details and select ’add additional payment to this deposit‘. Once you have selected this option you will be able to pay for each increment by bank transfer, debit card or cheque.
  • What payment methods are accepted for deposit submissions?

    Payments can be made by cheque, debit card or direct bank transfer. The DPS does not accept credit cards or cash. If you wish to submit deposits by direct bank transfer, you will need to have registered online. When logged into your account, a Bank Transfer User Guide is available from the Bank Transfers drop down menu.

    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.

  • I live abroad; can I send a cheque in local currency?
    We only accept deposit submission cheques in pounds sterling, drawn on a UK bank.
  • How do I use Direct Bank Transfer?
    Information on how to use Direct Bank Transfer can be found in our DBT User Guide. To download this guide, please visit our processes page.

  • I have various properties for which I would like to submit 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 submission unless you have over 20 deposits to submit at any one time; we do not accept summary documents. If you wish to make a submission of 20 deposits or more you can do so by downloading our Bulk Deposit Submission 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 submissions to your account and then contact you with regard to payment.

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

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

    Cheques can be from the tenant or 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 deposit; The DPS does not accept multiple cheques to cover one deposit.

    Please note that there is an administration fee of £25.89 incurred for cheques that are returned unpaid. It is therefore advisable for agents/landlords to wait for a tenant’s cheque to clear and then secure the deposit. It is possible to do this and still secure the deposit within the required 30 days.

  • What is the role of the lead tenant?
    The lead tenant is the individual tenant that acts on behalf of all the other tenants and any third party when dealing with The DPS. They can make enquiries and initiate deposit repayments. They can also authorise or validate a deposit repayment that has been initiated by the agent/landlord. The lead tenant must ensure that all tenants and any third party receive the appropriate share of any deposit that is to be repaid to them.
  • I have submitted 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 either correct the error or contact you further if necessary.
  • How long does it take for deposit submission payments to clear, and what confirmation will I receive?
    We allow up to five days for payments to clear. As soon as a deposit submission payment has cleared, confirmation is issued to both agent/landlord and sole/lead 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 both parties seeking further payment immediately.
  • 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 Deposit Submission 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 submissions to your account and then contact you with regard to payment.
  • I have underpaid/overpaid the deposit, what should I do?

    If you have underpaid a deposit, you can secure the further amount as a separate increment submission. This can be done via your account by finding the deposit under 'View Deposits' and selecting 'Add an additional payment to this deposit'.

    If you have overpaid a deposit, you will need to complete a Deposit Repayment claim with the tenant and then submit a new deposit for the correct amount.

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

  • I have inadvertently secured two deposits against the same tenancy agreement. How do I retrieve one of the deposit payments?

    If a deposit payment is received where the details are the same as a previously submitted deposit, The DPS will not necessarily recognise this as a duplicate payment. This is because in many instances, agents/landlords intend to set up more than one deposit with the same details. If this is a mistake, you will need to complete the Deposit Repayment process in order to claim back one of the deposits.

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

  • Deposits paid by a third party, what do I do?

    If a third party pays the deposit and is entitled to claim all or part of the deposit repayment, they should be registered as the lead tenant on the deposit submission. The third party can then fully influence the distribution of the deposit repayment and doesn’t actually need to reside in the property. The actual tenant(s) can be registered as additional tenants.

    If you still have a question on this matter please email us using the 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 submitted by completing a Postal Deposit Submission form and sending it to us with a cheque made payable to ‘The Deposit Protection Service’. You can request a Postal Deposit Submission form by completing our Online Form or by calling our dedicated help line on 0330 303 0030.
  • Where can an agent/landlord download the Prescribed Information form provided by The DPS?

    When you have submitted a deposit via your online account you will be able to save and print a copy of the Prescribed Information.

    Alternatively, to download The DPS Prescribed Information template, please visit our processes page.

  • When do I have to give the Prescribed Information to my tenant(s)?
    The agent/landlord must ensure that the Prescribed Information is correctly completed and served on the tenant(s) within 30 days of the agent/landlord receiving the deposit. The tenant(s) must be given an opportunity to check and sign the Prescribed Information. This is requirement of Tenancy Deposit Protection legislation under the Housing Act 2004.
  • Will The DPS serve the Prescribed Information on the tenants?
    No, it is the agent/landlord’s responsibility to ensure the form is served upon the tenant(s). The template is provided by The DPS by way of information only. The DPS accepts no liability for is contents. It is the agent/landlord’s responsibility to ensure it is completed accurately, served on the tenant(s) within 30 days of receipt of the deposit, and to give the tenant(s) an opportunity to check and sign the form by way of confirmation that its contents are correct.
  • Why doesn’t The DPS serve the Prescribed Information on the tenant(s)?

    The DPS will not serve the Prescribed Information because it is the landlord’s responsibility to serve the Prescribed Information on the tenant(s).

    Following the successful protection of a deposit The DPS will issue the confirmations detailed in section 14 of The DPS Terms and Conditions to the tenant and landlord. These confirmations do NOT fully meet the requirements of the Prescribed Information Order and are only a confirmation of the deposit’s protection with The DPS as a scheme administrator.

  • Can I just post the Prescribed Information to the tenant(s) or leave it at the property?
    You must give the tenant(s) an opportunity to check and sign the Prescribed Information by way of confirmation that its contents are correct.
  • Why do I receive an error message when I try to create a payment?
    If you are trying to create a payment with the same name as a pre-existing payment this will cause a conflict and you may receive an error. Please ensure that each payment you create has a unique reference. You can edit or delete a pre-existing payment by finding the payment in your Summary on the Payments drop-down menu.
  • Why can I not log into my account?
    If you are using Internet Explorer 11, you may be experiencing some compatibility issues. We are currently working to resolve this. In the meantime, please follow the instructions contained within our guide to resolve such issues.

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.