Before you begin...
You’re moving out and are ready to get your deposit back. Before starting the repayment process, have you:
- completed the check-out with your landlord or letting agent?
- agreed if you’re going to give them any of your deposit to cover things such as cleaning, missed rent or damages?
If you’ve done this, you’re ready to start the process. Here’s what to do:
If your deposit is protected in our Custodial scheme
Normally your landlord will start the repayment process, though you can do this too by logging into your online account. If you want to start the repayment process, but haven’t got an online account, you’ll need to set one up.
In either event, you’ll need to confirm you’re happy with any amounts to be paid to them from your deposit. We’ll also ask you to provide bank details to repay any deposit due to you.
If there’s more than one person in your tenancy, you’ll need to agree with them who will take the role of nominated tenant. The nominated tenant will be responsible for dealing with all aspects of the repayment process on behalf of the rest of the tenants, including telling us how the deposit should be shared between them.
When you and your landlord have confirmed how the deposit should be repaid, we’ll pay any money due to you straight away.
If you disagree with the deductions your landlord or letting agent has claimed
Sometimes, tenants and their landlord or letting agents just can’t agree on how the deposit should be returned. If this happens, our free Dispute Resolution Service is there to help you resolve your dispute. It’s a free impartial service we provide, that means you don’t have to resort to the Courts, which can be costly and take a long time.
If your deposit is protected with our Insured Scheme
At the end of your tenancy, you and your Landlord or Letting Agent will need to agree how your deposit will be repaid. If you reach an agreement, your Landlord or Letting Agent will pay back the agreed amount of your deposit and contact us to confirm the deposit has been repaid.
If you can’t reach an agreement, you’ll need to notify us of your dispute. To do this, email us at firstname.lastname@example.org. If this happens, our free Dispute Resolution Service is there to help you resolve your dispute.