Thank you to everyone who responded to our 2023 Customer Survey. Our goal is to deliver a great service that’s easy to use and consistently meets or exceeds your expectations. Your feedback helps us to understand how we’re doing, and is used to shape and enhance our service in the future.

This year’s results show we continue to meet the expectation of the vast majority of our customers, with satisfaction as a whole increasing 1% to 82%. This is underpinned by letting agent satisfaction rising 6% to 78%, and satisfaction levels for our largest clients rising to 99% from 97% last year - both record high results.

Below are some of the changes we’ve introduced over the last 12 months, all of which were influenced by the feedback we received from our 2022 Client Survey. We’ll be studying the comments and feedback in this year’s Survey and using it to identify areas for further improvement.

Simpler dispute administration with Evidence Upload

Gathering and submitting evidence needed to support a claim can be a time-consuming task. Our Evidence Upload service makes that process simpler, enabling our customers quickly to submit evidence directly to their DPS account. Since introducing this in July customers can;

  • Upload multiple documents, images and videos in the most popular file formats
  • Submit up to 40MB of evidence with each upload, with as many individual uploads as needed
  • Instant confirmation that we’ve received the evidence provided
Account Dashboard

Managing tenancy deposits and staying on top of tasks has been simplified with our new Account Dashboard. Customers get real-time summaries of their active deposits and notifications of actions to complete, helping lettings teams easily find the information they need and the tasks that are due on their deposit portfolios.

Tenancy Reporting Suite

During 2023 we launched our Deposit Reporting Suite making it simple for customers to view their portfolios and export information to support, account reconciliation and auditing activity

API lettings software integration

Our API tool has simplified deposit protection for many of our letting agents integrating with popular lettings software. It allows agents to protect deposits with The DPS without the need to “double key” information from one system to another, reducing data entry time and the chance of errors. Our API tool is integrated with SME and Flatfair lettings software, and we are actively engaged with a number of other providers to increase the availability of this feature. To find out more about this feature or to request integration with your own software provider, please get in touch via api@depositprotection.com.