Frequently Asked Questions

Deposits in general

  • If a deposit is protected and the tenant extends their agreement, what action needs to be taken?
    A deposit will remain secure until the Deposit Repayment process is completed by the agent/landlord and tenant(s). Therefore, there is no action required at the end of the initial tenancy period.
  • I am registered with The DPS, why can I not register insured deposits?

    All online registrants will have to confirm that they have read and understood The DPS's Insured Terms and Conditions of service before registering a deposit with The DPS Insured scheme. You can do this by logging in to your online account.

    If you have registered by telephone, you will be deemed to have accepted the Terms and Conditions of service and will be able to register a deposit by post. However, if you choose to sign up for online access, you will be required to confirm that you have read and understood our Terms and Conditions, before registering a deposit online.


    If you still have a question on this matter please email us using the Online Form.
  • Can I email you?

    If you have not been able to find the answer to your question via the FAQs, you can contact us using our Online Form. We will respond to you as soon as possible and always within five business days. Please do not contact us further unless you have not received a response within this timeframe, as different communication chains could delay an effective response.

  • Do I have to secure deposits taken before 6th April 2007?
    The Deregulation Act 2015 has been introduced to help clarify some of the requirements around protecting deposits, particularly those taken before 6 April 2007. Please see here for details.
  • Can I transfer my deposit from one DPS scheme to another?

    No. There is not an option to transfer your deposits from one scheme to another.

    If you have a deposit that is currently protected in the Insured Scheme then you can mark this deposit as closed and submit a new deposit to our custodial scheme.

    If you currently have a deposit secured with our Custodial scheme then you will need to let the tenancy run it's course and complete the Deposit Repayment process at the end of the tenancy.

  • If I take a deposit, at what stage must it be protected?

    Agents/landlords must protect any deposit taken within 30 days from receipt of the deposit from the tenant(s); this is mandatory under the legislation. A deposit is deemed to have been received when the cheque is received by the agent/landlord, not when the funds have cleared.

  • 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.

  • What is the maximum number of tenants I am able to register under one deposit?
    The maximum number of tenants we can register for one deposit is 10. If there are more than 10 tenants, a second deposit submission must be registered. In this case, the amount payable should be provided as two payments, each payment for the total amount of each deposit submission. Alternatively, separate deposits can be secured for each tenant (see "I have multiple tenants at the same property. How do I secure the deposit(s)?").
  • Is there a statement that can be added to tenancy agreements regarding The DPS service?

    The DPS is unable to comment on individual tenancy agreements, but has approved the use of the following clause for inclusion within them:

    "The deposit, £xxx will be protected by The Deposit Protection Service (The DPS) Custodial scheme in accordance with its terms and conditions. The terms and conditions and ADR rules governing the protection of the deposit - including the repayment process - can be found at www.depositprotection.com"

    The inclusion of this clause in the tenancy agreement simply identifies the scheme under which the deposit will be protected, and does not remove the landlord's obligations to provide the 'Prescribed Information' in accordance with The Housing (Tenancy Deposits) (Prescribed Information) Order 2007 following the protection of the deposit.

    Landlords have the legal obligation under the Prescribed Information Order to supply this information to the tenant within 30 days of receiving the deposit.

    The DPS provides a Prescribed Information template in order to assist Landlords and Letting 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.

  • Why have I not received a response to my enquiry?

    We aim to respond to all enquiries as quickly as possible, in any event within 5 business days. If you have received a confirmation email confirming that your enquiry was received, please do not contact us further unless you have not received a response within this timeframe as there is the risk that different communication chains could delay an effective response.

    If you have not received a confirmation email or it has been more than 5 business days since you submitted your enquiry, it is possible that either the email address provided was incorrect or that we have not received your enquiry, in which case you can resubmit your enquiry using the Online Form.

    Please be sure to check your email address before submitting the Online Form and check to see if a confirmation email is received.

  • How can I contact you from outside the UK?

    If you have not been able to find the answer to your enquiry via our Virtual Customer Service Agent or our Frequently Asked Questions, you can contact us using the Online Form.

    If you wish to speak with a Customer Service Agent you can call us on +44 (0) 870 707 1677 or, alternatively, you can call us using an online telephone calling service such as Skype (www.skype.com); the cost of calls made via Skype may vary but will cost approximately 7p per minute.

    Please note that The DPS does not have a skype account - you simply need to call the above number through your own account.

  • Why can I not email you?
    If you have not been able to find the answer to your enquiry via our Virtual Customer Service Agent or our Frequently Asked Questions, you can submit your enquiry using this Online Form. We will respond to you as soon as possible, but always within 5 business days. Please do not contact us further unless you have not received a response within this timeframe as there is the risk that different communication chains could delay an effective response.

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.