Warning: this blog post contains essential info on how to get your deposit back at the end of the tenancy!


Tenancy deposit schemes were introduced to ensure that tenants are able to get their deposit back from their landlord or agent when they move out, provided they have:


  • met the terms of their tenancy agreement;

  • not damaged the property or its contents;

  • paid their rent and bills.

But while tenancy deposit schemes were introduced to help, we recognise that the new process can take a little getting used to - especially, and most importantly, the process of reclaiming your deposit after you move out! And that's why we're here to help. With a few simple steps, tenants can make sure that their experience of using SafeDeposits is as straight-forward as possible.

Don't share your Deposit Repayment Number

When a landlord or letting agent transfers a deposit to SafeDeposits, we send the landlord, letting agent and all tenants the Deposit Account Number. The DAN identifies the deposit on our system and is what we'll use to search for your deposit if you get in touch with us.

But we also send all tenants an individual Deposit Repayment Number. You should think of your DRN as the password for your own personal account with us and never share it with anyone - even your flatmates!

You need your DAN and DRN to log-in to the Tenants section of our website to: keep your contact details up-to-date; participate in the repayment process; and check the status of your deposit in the event of a dispute.

The repayment process can be delayed if you log-in using the wrong DRN. If you have forgotten your DRN, you can use our Forgot DRN function or contact us through our Live Chat facility to have your DRN resent to you.

Make sure we have your email address

We prefer to send info to tenants by email where possible, as it helps speed up all steps of the process.

If you receive your Welcome to SafeDeposits notification by post then this means your landlord or agent hasn't given us your email address - this can cause a problem when you move out as we have no way to contact you about the deposit repayment. If you do have an email address, please log-in to the Tenants section of our website to update your contact details. You can do this at any time during the tenancy.

If you do not have an email address, please log-in to the Tenants section of our website to provide your new home address so we can contact you by post.

The deposit repayment process doesn't start automatically

We don't know you have moved out until either you, the landlord or the letting agent tells us. The repayment process doesn't start until the lead tenant, the landlord or the agent enters a Proposal for Deposit Repayment.

It doesn't matter how much time has passed - the deposit will simply continue to be held by our system until someone starts the process.

The lead tenant must enter or respond to the Proposal for Deposit Repayment

When there is more than one tenant living in a property, one of the tenants will be chosen as the lead tenant by the landlord or letting agent. The Deposit Protection Certificate which we send to all parties specifies who the lead tenant is.

When the tenancy ends, it is the lead tenant who must log-in to the Tenants section of our website to respond to the Proposal for Deposit Repayment submitted by the landlord or agent. If a Proposal for Deposit Repayment has not been submitted by the landlord or agent yet, the lead tenant can log-in to start the repayment process.

It is only the lead tenant who can enter or respond to the Proposal for Deposit Repayment

All tenants must provide their repayment details

If the Proposal for Deposit Repayment states that money is to be returned to all joint tenants, it is essential that all joint tenants log-in to their individual accounts and provide their repayment details.

To add your repayment details, log-in with your own DAN and DRN, and select the Edit your details option.

If a tenant does not provide us with their repayment details, the portion of the deposit due to them will continue to be held by our system until they do.

For more information on tenancy deposit schemes and using SafeDeposits, please check out our Information leaflet for tenants.