Your deposit will not be repaid automatically. You must follow the steps below first.

Before you begin

We sent you a Deposit Protection Certificate by email or post when your deposit was first transferred to us, which confirms:

  • The Deposit Account Number for your deposit;

  • Your Deposit Repayment Number, which is the password for your personal account with SafeDeposits. You should not share this with anyone or use another tenant's Deposit Repayment Number to log in;

  • Who the lead tenant is, if there is more than one tenant on the tenancy agreement.

You need the Deposit Account Number and your Deposit Repayment Number to log in to the 'Tenants' section of our website.



The repayment process

When the tenancy ends, the landlord or letting agent will usually log in to the SafeDeposits website and enter a repayment request first, which confirms if they want the full deposit repaid to you, or if they want to make any deductions. We will send a copy of this request to all tenants.

The lead tenant and the joint tenant(s) must log in to the Tenants section of our website to complete the process.

The lead tenant must log in to the 'Tenants' section of our website with the Deposit Account Number and their own Deposit Repayment Number to confirm if they agree or disagree with the request. The lead tenant should select the 'Respond to proposal' option to respond and to provide their bank details.

If you log in and cannot see the 'Respond to proposal' option, you are either not the lead tenant, or you have logged in using an incorrect Deposit Repayment Number.

The joint tenant(s) should also log in with the Deposit Account Number and their own Deposit Repayment Number to add their bank details to the 'Edit my details' section of their account.

If the lead tenant agrees to the request entered by the landlord or letting agent, we will repay the deposit within 5 working days of receiving agreement.

The landlord or letting agent does not provide bank details on behalf of a tenant. If you do not log in to provide your bank details, we will be unable to process any amount due to you.


Can I start the process?

If the landlord or letting agent does not enter a repayment request first, the lead tenant can start the process by logging in and selecting the 'Request repayment' option.

The lead tenant can then complete the on-screen form to confirm how they want the deposit to be repaid.

The joint tenant(s) must still log in and add their bank details if any portion of the deposit is due to them.

In exactly the same way as before, we will send a copy of the request to the landlord or letting agent for their response.

If the landlord or letting agent agrees to the request entered by the lead tenant, we will repay the deposit within 5 working days of receiving agreement.


What happens if I don't agree with the landlord or letting agent?

If the tenant(s) and the landlord or letting agent can't reach an agreement on how the deposit should be repaid, the lead tenant can refer the dispute to our alternative dispute resolution (ADR) process at the same time as responding to the repayment request.

If the deposit repayment is referred to ADR, we will contact the landlord or letting agent and tenant(s) to ask for evidence to support their claim to the deposit. The evidence provided by both parties will be passed to an independent adjudicator who will decide how the deposit should be repaid based on what has been submitted.

You can find out more about our ADR process, including the type of evidence we look for, on our website.


If you have any questions, or need your Deposit Protection Certificate resent to you, please get in touch.