Quick answers

For more information about serving the Prescribed Information, read our guidance.

You're required to protect any deposit money within 30 days of receiving it. Individual or instalment payments can be added to the existing deposit. You can select the tenancy and then select ‘Pay additional deposit' and follow the instructions. You'll also need to provide updated Prescribed Information.

If a deposit has been protected in our Custodial scheme for 183 days or more, the interest becomes payable to your tenants. This will be paid to them at the end of the tenancy, once the deposit repayment process is complete.

During the tenancy, the deposit remains the property of the tenant, so any interest accrued is payable to them.

No, even if the tenant agrees you're entitled to keep any of the deposit, all interest accrued is payable to the tenant.

If the money you’ve paid us hasn’t auto-allocated to your tenancies, you can do this manually through your online account. In your account dashboard:

• select 'allocate funds' 
• select the payment and deposits
• confirm allocation.

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'.

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

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.

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.

If you're unable to contact the other party or they have failed to respond to your repayment request after 14 days you can start The Statutory Declaration process.

You can request a statutory declaration for a tenancy through your online account.

You can check the status of your claim by logging into your account.

Learn more about claims and disputes

Learn about what makes a good claim.

Read the process for dispute resolution and submitting evidence.