What is the best helpline number for DPS?

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge.

The Deposit Protection Scheme, or DPS, is a programme set up by the UK government to regulate the deposits paid by renting tenants in England and Wales. This was partially because many people had experienced paying a month’s rent as deposit for a flat or house, and then found that upon leaving or terminating the rental agreement they were not refunded with the deposit. Other cases of slow repayment, totalling over several months, led to the DPS.

If a landlord does not give a valid reason within a month (30 days) of the termination of a rental agreement, then they must pay back the full deposit. If the landlord fails to comply with the DPS then they may be fined up to three times the value of the initial deposit.

Normally, claims are made by either the landlord or the tenant within the first two weeks after the tenancy has come to an end (14 days).

How to Contact DPS Helpline

The DPS runs a service for enquiries that is available every day of the week. The service line opens at 8:00 AM and doesn’t close until 6:00PM and on Saturdays 9:00AM-1:00PM. Please note that holidays may have different hours of operation. They can be reached by calling the DPS phone number above.

Things to Remember When Calling the DPS Contact Number

  • You must have details about your deposit or property when calling. That means that you need the address of the property, details of the rental agreement and when it came to an end, details of the deposit and the due date for repayment, and anything else necessary to your claim. It may also be the case that you need to provide details about your landlord or tenant.
  • In the first instance, if the situation cannot be resolved by either you and the tenant or you and the landlord privately, you should aim to call the Deposit Protection Service contact number and seek information on the next steps in the legal process.

DPS FAQ

Will I have to go to court?

No. You may have to go to court depending on the circumstances of the case, but the DPS runs a service to avoid this happening, named the Alternative Dispute Resolution (ADR). This department will work with both parties to identify, based on any current evidence, the situation as it stands.

The situation will only proceed to court if either the tenant or the landlord is unwilling to comply with the ADR or does not follow the guidance of the ADR. In the worst case scenario, the situation will then proceed to court.

How do I make a DPS claim?

To do this you must register a claim within 14 days of the ending of the rental agreement. This can be done by accessing your DPS account online and proceeding under the ‘file a single claim’ section.

If you’re confused about this part of the process then you may call the DPS telephone number and the customer service team can provide assistance with filing a claim, particularly if it is time sensitive. You may also be able to register a claim through the DPS customer service line.

What is a valid reason for registering a claim?

This varies depending on the circumstances, but there are several valid reasons that you may register a claim. If a tenant has caused significant damage to a property, removed furnishings or otherwise not fulfilled their terms under the tenancy contract, they may not be eligible for the refunding of a deposit.

To discuss your circumstances and eligibility, it’s best to do research yourself and then speak to a service agent who can assist you with your claim.

Who uses the Deposit Protection Scheme?

The Deposit Protection Scheme is a system created by the UK government to be used by tenants and landlords. In most cases, landlords are legally obliged to put the deposit of the tenant into a Tenancy Deposit Protection Scheme backed by the government.

This system ensures tenants receive a fair amount of their deposit back after their tenancy ends. In most cases, if tenants abide by all of the tenancy terms and conditions, pay their bills and rent, and do not damage the property, they should be entitled to the full sum of the deposit.

Please note: At the time of writing, valid Tenancy Deposit Protection Schemes include the Deposit Protection Service, MyDeposits and the Tenancy Deposit Scheme.

I’m a tenant/landlord – do I have to use the Deposit Protection Scheme?

In most cases, yes. However, if the rental agreement is not an ‘Assured Shorthold Tenancy’, you may not need to use the Deposit Protection Scheme. In this case, the tenant may even be able to use a valuable item as a deposit, instead of money.

However, valuable items cannot be protected by Tenancy Deposit Protection Schemes.

Who puts a deposit into the Tenancy Deposit Protection Scheme?

The landlord or letting agent in charge of the rental agreement is responsible for putting the deposit into the Tenancy Deposit Protection Scheme. They should put the deposit of the tenant into a valid scheme within the time limit set out by the government.

At the time of writing, upon receiving the deposit, landlords and letting agents have 30 days to put the deposit into a deposit scheme.

When is the deposit taken out of the Tenancy Deposit Protection Scheme?

Usually, the deposit is removed from the Tenancy Deposit Protection Scheme at the end of the agreed tenancy. The landlord or letting agent should agree with the tenant how much of the deposit will be returned – the amount returned depends on any damages to the property as well as unpaid rent/bills.

Once both sides have agreed how much of the deposit will be returned, the landlord or letting agent should return the correct amount from the Tenancy Deposit Protection Scheme to the tenant.

What if the landlord and tenant cannot agree on how much of the deposit will be returned?

Money cannot be released from the Tenancy Deposit Protection Scheme until both parties have agreed on the same amount.

Do ‘Holding Deposits’ need to be protected by the Deposit Protection Scheme?

No. If a ‘Holding Deposit’ is put on a property by a tenant before an agreement is signed, the landlord or letting agent does not have to protect this money in the Tenancy Deposit Protection Scheme.

However, once an agreement is signed, the Holding Deposit should usually be transferred into the Tenancy Deposit Protection Scheme as part of the main deposit.

What happens if a deposit is made by a third party?

Even if the deposit is not made by the tenant, it can be protected by the Tenancy Deposit Protection Scheme. For example, if the tenant asks a friend or family member to pay the deposit, the landlord or letting agent still must put the money into the Tenancy Deposit Protection Scheme.

I’m a tenant – how do I know which Tenancy Deposit Protection Scheme my deposit is in?

Your landlord or letting agent is obligated to inform you of all the details of your deposit within a set amount of days of receiving it. Among other things, you should be informed of the Tenancy Deposit Protection Scheme being used, the contact details of the company and how much the deposit is.

You should also be informed how to apply to get the deposit back at the end of your tenancy. Your landlord/letting agent should provide you with their own contact details as well as the contact details of any relevant third parties.

Please note: Currently, landlords and letting agents must put deposits into a valid Tenancy Deposit Protection Scheme and inform the tenant within 30 days of receiving the deposit.

What happens if my landlord/letting agent doesn’t put my deposit into a Tenancy Deposit Protection Scheme?

If you have an ‘Assured Shorthold Tenancy Agreement’, your landlord or letting agent is legally obliged to put your deposit into a Tenancy Deposit Protection Scheme.

If you find out that your deposit has not been put into a valid scheme, you can take the case to county court. Prior to taking legal action you may with to call the DPS number on this page to verify the status of your deposit.

This can be done at any point in your tenancy, and your landlord/letting agent could be ordered to put the deposit into a scheme or pay the money back to you.

Have a better contact number for DPS?