If only one of your tenants in a joint tenancy is moving out, we have a tenant changeover function to help. This means we can remove the outgoing tenant from the deposit account, including repaying them any amount they're owed, and move the remaining tenant's portion of the deposit to a new deposit account. If a new tenant is moving in to replace the outgoing tenant, you can also add their details and pay their portion of the deposit as part of the tenant changeover process.

Please note the tenant changeover function should only be used if you don't want to make any deductions to the deposit: if you want to deduct any money (e.g. for rent arrears, cleaning, etc.) then you should enter a repayment request as normal. You should request the remaining tenant's portion of the deposit be repaid to you to be re-lodged in a new deposit account.

You can start the tenant changeover by logging in to your user account, searching for the relevant tenancy, and selecting the 'View/Edit' button next to the tenancy address. This will open the deposit summary page for the tenancy, where you can select the 'Tenant Changeover' option:


Select which tenant has moved out and enter the amount of the deposit to be repaid to them (the remainder will stay with SafeDeposits and be moved to a new deposit account). If no money is to be returned to the outgoing tenant, you can enter '0'. Select 'Tenant Changeover', check the amount(s) and 'Confirm' or 'Cancel':


Check the amounts in the pop-up window and click 'Confirm' or 'Cancel':


After confirming the amount to be repaid, we'll write to the tenant to ask if they agree with the amount you've said should be repaid to them, and ask them for their bank details:



Step 2

Tenant action

The outgoing tenant should log in to our website using the deposit account number (DAN) and their individual deposit repayment number (DRN) and select 'Respond' in the 'Tenant Changeover' box:


The tenant should agree that they have moved out and agree with the specified amount to be repaid to them, enter their bank details, and select 'Respond':


We explain to the tenant that we will now write to you to ask you to complete the tenant changeover process. After you complete the final step, their portion of the deposit will be repaid within five working days:


Step 3

Landlord or letting agent action

Once the outgoing tenant has responded, we'll write to you to ask you to complete the final step of the tenant changeover process. You can complete the final step by logging in to your user account, searching for the relevant tenancy, and selecting the 'View/Edit' button next to the tenancy address. This will open the deposit summary page for the tenancy, where you can select the 'Complete Tenant Changeover' option:



The next screen will confirm the details of the outgoing tenant. Select 'Complete Tenant Changeover' or 'Cancel Changeover Request'.


You can now confirm:

  • The amount of the new deposit and start date of the tenancy

  • If there is a new incoming tenant




If you're adding a new tenant, you will be directed to the 'Add a tenant' page. You can also pay the new tenant's portion of the deposit at this stage.

After you've completed the final step, we'll make payment to the outgoing tenant. We'll move the remaining funds to a new deposit account, which will have a new deposit account number.

We'll send an updated deposit protection certificate to you and the tenant(s) to confirm the new details.