If a landlord and tenant can't agree on how a deposit should be repaid, we offer an independent adjudication service to help. This means we'll ask the landlord and lead tenant for further information about the tenancy. An independent adjudicator will decide what repayment is fair based on that information.

The landlord (or letting agent, if one is acting on the landlord's behalf) and lead tenant can provide information through our online evidence portal. We've shared a step-by-step guide on how to use the online evidence portal below. If you'd prefer to watch a video, we also have a YouTube video for landlords and letting agents, and a YouTube video for tenants.

If you're the landlord, please read Section A.

If you're the lead tenant, please read Section B.

Section A: The evidence portal for landlords

If the deposit repayment is referred to our independent adjudication service, our adjudication team will send you an invitation to submit evidence (e.g. a tenancy agreement, check-in and check-out reports, etc.) to substantiate your claim to the deposit. You will have 10 working days to submit your evidence.

To use the evidence portal, please log in to your user account, search for the relevant deposit account, then select the 'View/Edit' option next to the tenancy address:
This will open the deposit summary page for the deposit, including a 'Submit Evidence' option at the bottom of the page:

The next page includes an overview of the four steps you should complete to submit your evidence:

Click on the 'Continue To Reasons For Dispute' option to move to the first step:

Enter the reasons for the dispute and what steps you took to try to resolve the dispute before it reached our adjudication service in the text boxes available. You should then click on the 'Submit & Continue To Upload Evidence' option:

You can now upload evidence under the different category headings. When you upload a file, a progress bar will display in blue while the system saves the file to the evidence portal:

After the file successfully saves, the bar will turn green:

Click on each relevant category heading and upload the appropriate evidence under each. For example, your check-in report should be uploaded under the check-in documents heading.

After you've uploaded all of the evidence you want to include, select 'Submit And Continue To Review And Finish' option at the bottom of the page:

The final step will provide you with a complete overview of the evidence you've submitted. You can view, download and delete each piece of evidence at this stage:

If you'd like to add any more evidence, click on 'Go to step 3: Upload Evidence'. This will take you back to step 3 so you can upload more evidence:

If you're happy with the overview and don't want to add any more evidence, select the 'Save and Complete' option at the bottom of the screen:

Our adjudication team will then contact the tenant to invite them to view your evidence and respond to it, including submitting any evidence which they may have. After the 10 working days for the tenant to view your evidence and respond has passed, our adjudication team will invite you to view any evidence the tenant has submitted. You will only be able to view and comment on the tenant's evidence - no further evidence can be submitted at that stage.

Section B: The evidence portal for lead tenants

After the 10 working days for the landlord to submit evidence has passed (or the landlord has contacted us to move the case on early), our adjudication team will send you an invitation to view the landlord's evidence and respond to it, including submitting any evidence which you may have. You will have 10 working days to do this.

To view the landlord's evidence, please log in to the 'Tenants' area of our website using your DAN and DRN, and select the 'Submit evidence option:
The next page includes an overview of the four steps you should complete to submit your evidence:

Click on the 'View Landlord's Evidence' option:

You can then view everything the landlord has submitted.

Click on the 'Continue To Reasons For Dispute' option at the bottom of the page to move to the first step:

Enter the reasons for the dispute and what steps you took to try to resolve the dispute before it reached our adjudication service in the text boxes available. You should then click on the 'Submit & Continue To Upload Evidence' option:

We understand that tenants are unlikely to have the same type of evidence as landlords. However, you should still provide any information (e.g. paperwork, copies of emails, photographs, etc.) or comments which you think are relevant.

If you would like to provide any evidence, please upload it under the relevant category heading. For example, if you took any photographs when you moved in, these should be uploaded under the 'Check in documents' category.

When you upload a file, a progress bar will display in blue while the system saves the file to the evidence portal:

After the file successfully saves, the bar will turn green:

After you've uploaded all of the evidence you want to include, select 'Submit And Continue To Review And Finish' option at the bottom of the page:

The final step will provide you with a complete overview of the evidence you've submitted. You can view, download and delete each piece of evidence at this stage:

If you'd like to add any more evidence, click on the 'Go to step 3: Upload Evidence' option:

If you're happy with your overview and don't want to add any more evidence, select the 'Save and Complete' option at the bottom of the screen:


After your 10 working days to view the landlord's evidence and respond to it has passed (or you've contacted us to move the case on early), our adjudication will send the landlord an invitation to view any evidence you've submitted. The landlord will only be able to view and comment on your evidence - they can't submit any further evidence at that stage.


We have further information on our independent adjudication service, including the type of information the adjudicator looks for, available on our website. If you have any questions, please don't hesitate to get in touch.