Are you moving out of your flat at the end of this semester? Your deposit won't be repaid automatically. You must complete the repayment steps below first:


Repayment steps

1. When you move out, your landlord or letting agent will usually enter a repayment request through our website first. This will confirm if your full deposit should be repaid to you and your flatmates, or if they want to make any deductions for cleaning, damage, etc.;

2. We will email a copy of their repayment request to you and your flatmates. All flatmates must log in to the Tenants section of our website to complete the process;

3. If you are the lead tenant, you must log in to agree or disagree with the request and to enter your bank details. If you are finishing your course this year, please also update your email address before your 'ac.uk' account is disabled;

4. If you are a joint tenant, you must log in to enter your bank details. If you are finishing your course this year, please also update your email address before your 'ac.uk' account is disabled;

5. If the lead tenant agrees with the request, we will repay your deposit within 5 working days;

6. If the lead tenant disagrees with any deductions, they can refer the dispute to our adjudication service when responding to the request. We will email all flatmates information on how the adjudication process works and what happens next.

Starting the process

If the landlord or letting agent does not start the process, the lead tenant can log in and enter a repayment request first. We will email a copy of their repayment request to the landlord or letting agent for their response. If the landlord or letting agent agrees with the request, we will repay your deposit within 5 working days.

Log in details

We sent you a Deposit Protection Certificate when your deposit was first transferred to us which confirms:

• The Deposit Account Number (DAN);
• Your personal Deposit Repayment Number (DRN);
• Who the lead tenant is.

You require this information to complete the repayment steps. If you have lost your Deposit Protection Certificate, please contact us.