Frequently Asked Questions


  • The property has been sold and a new agent/landlord will be taking over the tenancy. Can we transfer the deposit?

    No. A deposit cannot be transferred to a different agent/landlord. You should mark the deposit as closed and ask the new agent/landlord to register the deposit in line with the legislation.

  • The registered agent is no longer trading or the property has been sold. Can we transfer the deposit?

    No. If the property has been sold or the agent responsible is no longer trading then you should contact the registered agent/landlord who should arrange for the deposit to be returned and the deposit to be closed.

  • Can I transfer a deposit to another agent or the landlord through the insured scheme?

    No. Landlord transfers are not permitted through the insured scheme. The deposit will need to be marked as closed and the new letting agent or landlord will need to complete the deposit protection via their own account.

  • The landlord/tenant has died - what should I do?
    If the registered landlord has died, the deposit can be returned by the landlord's next of kin.

    If a tenant has died the registered agent/landlord and next of kin or personal representative of the deceased tenant should arrange for the deposit to be returned.

    Please contact us on 0330 303 0030 or use our Online Form and we will be able to advise you accodingly.

  • How do I make a change to the tenant(s) registered against a deposit?
    If the lead tenant is leaving the property and is being replaced by a new lead tenant, the deposit should be closed. The deposit registration process should then be followed in respect of the new tenancy details.

Contact Us

The Deposit Protection Service
The Pavilions
Bridgwater Road
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.