Thanks to all who participated in our latest annual customer survey this September. Every year we analyse the responses and your input has a huge impact on how we improve our service. We've been working hard to turn your feedback into action and make deposit protection easier for you. Here's what's been happening.
Improving your website experience
Finding information about deposit protection, how to use our service and how to have a successful tenancy has never been easier.
We've reorganised and expanded our public facing website into new sections covering how to use our service, a complete overview of claims and disputes, how to have a successful tenancy and quick answers to help you easily get the information you need.
We've redesigned our top navigation, organising pages to follow the deposit lifecycle from start to finish.
Pages are laid out cleanly with simple clear explanations and easy navigation.
If you have a question and aren't sure where to find a response, our Quick answers page is a great place to start. It gathers together all the most common questions we receive from customers in one place and provides a quick route to the answer.
More enhancements coming soon!
Coming this November, we're giving the DPS account portal a complete refresh making it clearer, easier and more helpful for landlords, letting agents, organisations and tenants to use. Your DPS account will look more modern, be simpler to navigate and offer a more consistent experience from page to page. Here are some improvements you'll see:
- Step‑by‑step journeys that guide customers through tasks like transferring a tenancy or responding to a claim
- New accessibility options, like light and dark modes
- A clearer layout on key pages such as viewing tenancies, submitting claims and reviewing claim details
- Increased security, including a one‑time passcode when making changes to “Your account”
We'll be emailing more detail on the changes when they go live so keep an eye on your inbox.