When your landlord (or letting agent) starts the deposit repayment process
This process applies when your landlord starts the repayment process, or if they reject your repayment request and start a new claim.
Your landlord (or letting agent) decides how your deposit should be paid
We'll email you to tell you that your landlord or letting agent has started the repayment process. 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, as we'll ask you to confirm this.
You will be asked to review your landlord or letting agent's claim
If your landlord or letting agent has decided to return the full deposit to you
› We'll ask you to log in to confirm the repayment
› You’ll need to provide bank details you want us to use to repay the deposit. If you're acting as nominated tenant, you'll need to provide these for each tenant, as well as how much should be paid to each of them.
› Once you've provided these details, we'll repay the deposit as instructed and mark the deposit as closed on our system.
If your landlord or letting agent is claiming some or all of the deposit
› To make a claim, your landlord or letting agent will need to provide the amount for each deduction they're claiming and the reasons why. We'll email you, asking you to review their claim and confirm if you agree or disagree with each deduction they've claimed for. If you disagree, or want to pay a different amount, you'll need to provide reasons why. We'll also ask you to provide bank details for yourself and, if you're the nominated tenant, those of the other tenants in the property.
› We'll also ask you to confirm if you’d like to use our Dispute Resolution Service if your landlord or letting agent disagrees with your response. It’s free to use and avoids the need for court action.
Your landlord or letting agent will review your response to their claims
We'll contact your landlord or letting agent asking them to log in and review your response.
If they're happy with your response to their claim, they’ll confirm this and we'll repay the deposit as instructed. We'll then mark the deposit as closed in our system.
If they aren't happy with your response to their claim, we'll ask them if they’d like to use our Dispute Resolution Service. Once they've confirmed this, we'll email you asking you to submit evidence to support your position to a dispute adjudicator.
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