Ask SafeDeposits: What happens if there's no response to a repayment request?

The importance of contact details

When a landlord registers a deposit, we ask for contact details for the tenant, specifically a phone number (preferably a mobile number) and email address. We can't stress enough how important contact details are: we need to be able to contact the tenant after they move out of the property to ask them to complete the repayment steps. If we can't contact the tenant, the repayment will be much slower for the landlord and tenant.

As we need to contact the tenant after they move out of the property, please provide a mobile number and email address, not a landline number.

While email is our primary form of contact, if the landlord doesn't provide an email address for a tenant, we'll post the deposit protection certificate to the tenancy address. We include this text at the top of the letter:

The tenant should log in to our website to add an email address to their user account as soon as possible. If they don't have an email address, they should log in after they move out to provide a forwarding address.

After the tenancy ends

After the tenant moves out, the landlord or lead tenant can log in to our website and enter a repayment request. This will confirm how the deposit should be repaid (e.g. if the full deposit should be repaid to the tenant, or if any should be paid to the landlord for rent arrears, cleaning, etc.). We'll send a copy of the repayment request to the other person (e.g. if the landlord enters a repayment request, we'll send a copy to the tenant) to ask if they agree or disagree with the breakdown entered.

When a repayment request has been entered, the other person has 30 working days to log in to our website and agree or disagree with the breakdown.

If the other person logs in and agrees, we'll repay the deposit within 5 working days.

The repayment is much faster where a repayment request is entered and responded to as soon as possible after the tenancy ends. This is why contact details are so important: if we can't contact the landlord or tenant to ask if they agree or disagree with the repayment request, the 30 working days will need to 'time out'before we can repay any of the deposit.

If the tenant enters a repayment request and the landlord doesn't respond within 30 working days, we'll the deposit in full to the tenant.

If the landlord enters a repayment request and the tenant doesn't respond within 30 working days, we'll pay the landlord any amount they have claimed for, and continue to hold any amount due to the tenant until they contact us to claim it back. For example, if a landlord claims £100 for cleaning from a tenant's £500 deposit, after the 30 working days pass, we'll pay the landlord £100 and continue to hold the £400 for the tenant.

If there is more than one tenant living in the property, the landlord should provide a mobile number and email address for every tenant. While it's the lead tenant who must log in to enter or respond to a repayment request, the other tenants should log in to provide their bank details for repayment.