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1st Floor, Premiere House,
Elstree Way, Borehamwood,


Frequently asked questions

Within 30days of paying your deposit to the Landlord/Agent they must protect the deposit and provide you with proof of protection within the same 30days. The proof is called Prescribed information. Insured Deposit Protection Certificate and Information for tenant’s leaflet. A DPC number will be produced. Custodial Deposit Protection Template and information for tenant’s leaflet. A DPN number will be produced.
  • Custodial
The landlord or letting agent transfer the deposit to the scheme to hold for the duration of the tenancy. The scheme retains any interest earned on the deposit for that time.
  • Insured
The landlord or letting agent keeps hold of the deposit and pays a fee to protect it. This is where the landlord or agent holds the deposit during the tenancy but must give it to the scheme at the end of the tenancy if there is a dispute. The scheme is insured because this guarantees that the tenants will always get the money back to which they are entitled based on the evidence that is provided.
Insured If your deposit is protected under our Insurance based scheme, at the end of the fixed term you can raise a deposit dispute if you are not happy with the amount that has been returned/if any has at all. Custodial If you deposit is protected under our Custodial scheme, at the end of the tenancy either you or the member can initiate the release. If you are not happy with, the propped release terms, you can raise a dispute.
No, the legislation states the deposit must be handed to the landlord or agent and by law they have 30 days from the date of receiving the money to protect it.
Insured: As your landlord/agent is in possession of your deposit money, they will be responsible for returning any undisputed amount to you at the end of your tenancy within 10 days of your formal written request. If you raise a deposit dispute with us and you are subsequently  awarded money we are able to pay this money into a UK or overseas bank account – you will provide these details to us when raising the dispute. Custodial: As we hold your deposit money, when engaging in the release process you will have opportunity to enter your preferred repayment method, this can be a UK bank account or overseas account. Please note if you provide us with overseas bank details we will require:
  • IBAN
  • BIC/Swift
  • Bank name
  • Bank address
  • Any other important details such as a routing number
All scheme repayments will be made within 5 working days of an acceptance or a decision being finalised in line with our KPI’s.
Insured: On our insurance scheme you do not currently have access to an online portal however once a deposit dispute has been raised, the party raising the dispute will have access to an online portal. Custodial: When a deposit is registered you will be notified and provided a link to verify your online portal via email, this link will allow you to verify your deposit protection & access all details about your protection. Please be aware the link you are sent expires within 24 hours, however you can request a new one from here
Insured: Once you have left the property you should ensure you have:
  • Paid all your rent up to date.
  • Met your contractual obligations.
  • Formally requested the return of your deposit and allowed 10 days to pass.
You have 3 calendar months from the date of vacating the property, or the date of your deposit becoming unprotected, whichever is soonest to raise a deposit dispute. Example – vacated 2nd January 2021 final date to raise a dispute would be midnight 1st April 2021. Any tenant or interested party listed on the deposit protection certificate can raise a deposit dispute within the time frames laid out above. Custodial: Once you have left the property the listed lead tenant or any listed interested party can initiate the release, however a member can also initiate a deposit release. Notification will be sent to the lead tenant only regarding any release requests. If a member initiates a deposit release the lead tenant or any listed interested party have 14 calendar days to respond to the release request.
A third party who paid all or part of the deposit is referred to as an Interested Party. Any interested party will need to be listed on the deposit protection and provided the prescribed information within the same time frame as stated above.
By law we need to notify you should your protection status change and at the end of the tenancy. Insured: We request the member of the scheme, at the point of registering your deposit protection, to provide an alternative address for you. This information is not always available so the rental property address may be entered. You as a tenant can update this information at any point by calling us or emailing us. Custodial: We request the member of the scheme, at the point of registering your deposit protection, to provide us with an email address, contact number & an alternative address. The reason we capture your email address or mobile number is so you can be informed of your online portal access as well as notifications regarding any changes to your protection such as a deposit release request. An alternative address can be, but not limited to, the following:
  • Friends
  • Family
  • Workplace
  • Somewhere we can write to you during or after the tenancy has ended.
The following now applies when taking a deposit:
  • Where annual rent is £50,000 or below, a maximum of 5 weeks rent can be taken
  • Where annual rent is £50,001 or above, a maximum of 6 weeks rent can be taken
For example, where there are three tenants who are jointly liable for a total weekly rent of £240, the landlord or agent cannot ask each tenant to pay a tenancy deposit of up to five times the total weekly rent (5 x 240 = £1200). The maximum this group of tenants could be asked to pay as a tenancy deposit between them would be £1200. They may then choose to split this equally so that each person would pay £400.