Deposit Protection Service > How to use our service > During the tenancy
If you're using our Custodial scheme for your deposit protection, we've created a number of tools to help simplify deposit administration throughout your tenancy.
Deposit certificate
We create a Certificate of Deposit Protection for each deposit protected in our scheme. To view the deposit certificate online:
- Log in to your online account.
- Click 'View tenancies' and locate the relevant deposit.
- Click 'Manage tenancy' and then 'View deposit certificate'.
Personalised account dashboard
Your account dashboard makes managing deposits easier, with a summary of your tenancies, notifications of required actions for your deposits, links to useful information and an overview of your account details.
Reporting suite
You can find and export information about your deposit portfolio instantly including overall balance and number of tenancies you have on any given date – useful to have when you’re reconciling and auditing your accounts at the end of the financial year.
Adding authorised users
Our User Management feature provides two levels of login access and allows multiple people to work on their deposit administration tasks at the same time.
Enhanced security authentication
We know how important deposit security is for our customers. Fraudsters are always on the lookout for ways they can cheat the system and steal other people’s money. That's why we continue to invest time and money in the fight against fraud.
Tenant transfer
In shared tenancies, individual tenants may occasionally need to leave or join the tenancy. Our secure Tenant Transfer tool makes life easy for letting agents and landlords by allowing you to quickly and efficiently transfer tenants in or out of an existing tenancy, without the need to “repay and resubmit” the deposit.
Troubleshooting tenancy issues
I can't access my account.
If you're having trouble accessing your DPS online account, you can reset your DPS account access.
If you haven't previously logged in to your account, your contact details may not be associated with your account. Contact us to create your online account.
How do I increase the deposit amount?
You can increase the amount of an existing deposit through your online account. Before increasing the amount of the deposit being protected, make sure the new deposit value will be in line with deposit cap rules using our deposit cap checking tool.
To increase the amount of a deposit:
- Log into your online account.
- Select 'View Tenancies'.
- Locate the relevant deposit and select 'Manage Tenancy'.
- Select 'Pay Additional Deposit'.
- Pay the additional deposit funds to us by selecting either 'Bank Transfer' or 'Debit Card'.
I need to change the details on my tenancy.
If you need to update tenancy details, you'll need to send us a signed copy of your original tenancy agreement showing the correct details, confirming which details are incorrect. The tenancy agreement must include all the tenancy particulars and the signature pages.
We can only amend the following details:
- Rent amount
- Start date
- Length of tenancy
- Tenant names
How do I update my bank details?
To update your bank details:
If you’ve activated enhanced authentication, you can remove your existing bank details via ‘your account’ page. The next time you add bank details for a repayment, we’ll ask if you would like to save them for future repayments.
If you haven’t activated enhanced authentication, you’ll need to contact us to remove your saved bank details, or you can activate enhanced authentication and remove your details as above. The next time you add bank details for a repayment, we’ll ask if you would like to save them for future repayments.
Updating your bank details won't update the details for any existing repayment requests.
How do I transfer responsibility for managing the deposit?
If you're currently the letting agent or landlord responsible for a deposit, you can transfer responsibility to another landlord or letting agent through your online account. The transfer takes place immediately.
If you’re a letting agent or landlord who wishes to take responsibility for a tenancy, you can request the deposit is transferred to you. We'll contact the landlord or letting agent currently responsible for the deposit asking them to authorise the transfer. If they authorise the request, or we don't receive a response within 7 calendar days, we'll arrange for the deposit to be transferred to your account.