When you start the deposit repayment process

When you start the deposit repayment process

If you’ve agreed with your Landlord or Letting Agent how much you should receive then you can log in to your account and start the process. This is how the process works.

 

1. The nominated tenant

If you live in a property with other tenants, one tenant will have to act on behalf of all the tenants. This is the nominated tenant. You should agree who this will be with the other tenants before starting the repayment process, as we'll ask you to confirm this, when starting the process. 

If you're in a tenancy on your own, you won't need to confirm this.

 

2. Decide how deposit should be paid

You'll need to tell us how you want the deposit to be split between you and the landlord, and provide your bank details. If there are other tenants in your property, you'll also need to provide their bank details and the amount you want to be repaid to each tenant.

If you’ve agreed to pay some of the deposit to your landlord or letting agent, for example if there's damage to the property, or other problems, you'll need to provide an amount and a reason for each deduction. 

 

3. Submit your repayment request

Once you're happy with your repayment request, we'll ask you to review and submit it. At this point we’ll email your landlord or letting agent asking them to review your request. 

 

4. Your landlord or letting agent will review your request

Your landlord or letting agent will receive an email with a link to log in and review your repayment request.

If your landlord or letting agent is happy with your repayment request.

 They’ll confirm this and we'll repay the deposit as you've instructed.

If your landlord or letting agent isn't happy with your repayment request.

› If your landlord or letting agent disagrees with your repayment request, they must start a new claim for deposit deductions. We'll close your repayment request and email you to log in and respond to their claim.

 

If your landlord or letting agent hasn't responded to your request

If you can’t contact your landlord or letting agent, you can still start the repayment process in the same way. We’ll attempt to contact them using the details we hold for them. If they don’t respond, you can provide a Statutory Declaration to instruct us to release the deposit. As part of this process, we’ll attempt to contact your landlord or letting agent again. 

Learn more about the Statutory Declaration process

 

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