Deposit Protection Service - Important changes to tenant information
 
Over 8,000 deposit repayments valuing almost £5 million are waiting for the response of the lead tenant before the deposit can be repaid. In order to make a deposit repayment we need agreement from both the landlord / letting agent and the lead tenant, along with details of the correct payment method.
 
We are committed to repaying deposits as quickly as possible, so have undertaken a review of best practice in order to highlight enhancements that would make it easier to avoid deposits being held in limbo due to tenants not responding to requests for information.

The review highlighted that if we had either a mobile number or valid email address for the lead tenant, the number of deposits held in limbo would be dramatically reduced, providing a better service for landlords and tenants.

We are therefore planning to make the changes listed below to our process. We’re confident that these changes will improve the service experience for the small minority of landlords and agents whose tenants do not currently respond to requests for information.

On-line deposit submissions
In order to submit a deposit to us online after 26th November, we will ask you to provide either a UK mobile phone number or a valid email address for the lead tenant. One of these will be required as a minimum (both would be ideal). However, if your tenants do not have any of this information please apply for a paper deposit submission form.

New SMS text alerts for tenants
We’ve successfully introduced SMS services across other areas of our business, delivering an increase in response and participation in all kinds of programmes. Early next year we will be introducing SMS text messaging to alert tenants when a deposit repayment has been initiated by their landlord or letting agent. This is another great reason to ensure you register the lead tenant’s correct mobile phone number when you initially submit the deposit. Your tenant can also update their details with us directly at any time during their tenancy.

Thank you for your cooperation