We are currently experiencing a high volumes of calls, live chats and emails and are doing our best to reply and support all of our members as quickly as possible. Please note, if your enquiry relates to insured-backed protections or our Total Property platform, step by step guidance can be found on this page to support.

Total Property: New for insured-backed protections

We’ve moved our insured-backed protections onto the Total Property platform. With insured-backed and custodial deposit protection together in one place, members benefit from a simpler, more seamless experience. Log in to get started or learn more below.

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Need help protecting a deposit or logging in?

Total Property represents our commitment to improving tenancy deposit protection.

Whether you’re accessing our Total Property platform for the first time, protecting a deposit, managing a tenancy, releasing a deposit or updating account settings, our step by step guides and video tutorials will walk you through each process. Start by selecting the relevant guide below, or browse our FAQs for answers to common questions.

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Total Property platform how to guides: Insured-backed deposit protection

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Private landlord

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Corporate landlord

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Agent

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Tenant

Total Property platform how to guides: Custodial deposit protection

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Private landlord

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Corporate landlord

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Agent

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Tenant

Frequently asked questions

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Total Property: Agents
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Total Property: Landlords
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Total Property: Tenants
1. Make sure you have an available allocation 2. Select Properties from the left-hand menu 3. Add a new property or select an existing one 4. Click Add Tenancy 5. Complete the tenancy details 6. Select Insured-Backed as the protection type 7. Enter the date the tenant paid the deposit 8. Click Protect Your deposit status will update to Protected.
Visit our dedicated FAQ page for more details about the Total Property platform and how to navigate your account. https://instructions.totalproperty.co.uk/
Company administrators can manage user access and permissions to ensure the right people have the appropriate level of access within the platform. You can add, remove, and update user permissions at any time through your account settings. Click here for more information on company user permissions.
View our diagram flow here to understand how the process works when a landlord or agent initiates a release
New deposits protected after the 27 July will have new EWI (England Wales Insurance) numbers and have URN (Unique Reference Number) will be replaced by the RR number (Resolution Request number)
  1. Go to totalproperty.co.uk - this is the main portal URL
  2. Enter your email address on the sign-in page
  3. Choose your authentication method, either:
Email link: Check your inbox and click the login link Phone code: Enter the one-time login code sent via SMS to your registered mobile number
  1. Once verified, you'll be taken to your feed (dashboard)
Yes, deposits under your membership will be migrated over to Total Property platform. We will do this for you, and you do not need to do anything. Deposits that will be migrated over will continue to have their DPC numbers for Insured-backed protections
Once logged in, you can see and edit your company details under the agency tab. This includes, primary address, contact details, email preferences, branch accounts and bank details
You can refer to the how-to guides above for a tour of the portal and help finding key areas within your account.

Get in touch for further support

Email

For insurance (DPC) related queries:
[email protected]

For custodial (DPN or EWC) related queries:
[email protected]

Live chat

Our live chat service is open from:
Monday to Friday: 08:00 to 18:00