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Deposit Protection Service

As the home of deposit protection we’ve got it covered

We keep deposit money safe for letting agents, landlords and tenants

At The DPS, we understand that when it comes to protecting deposits, one size doesn’t fit all. That’s why we offer both Custodial and Insured schemes so you can choose the type of protection that suits you best.

Authorised by the Ministry of Housing, Communities and Local Government, we offer free Custodial deposit protection, with no registration or annual membership fees. We also offer Insured protection, where you retain the deposit and we protect it for a small fee.

We've got over 12 years' experience in deposit protection - your deposits are in safe hands


Deposit Protection Service


What we stand for

  • We believe in putting our customers first. That's why everything we do is designed around the people who use our service. We consult with industry experts as well as letting agents, landlords and tenants to provide an innovative service you can trust.

  • We believe in creating a service that's as simple and efficient as possible for you to use. We're always looking at new ways to improve our systems, with the aim of making deposit protection easy and hassle-free. 

  • Through our newsletters, website and dispute workshops, we aim to raise standards in the industry by educating the people who use it. We provide guidance, education and support for letting agents, landlords and tenants alike.


Find out more about our services at www.depositprotection.com or call us on 0330 303 0030.

Dispute evidence – don’t throw the kitchen sink at it!

20 September 2021 24532 Views

Dispute evidence – don’t throw the kitchen sink at it!

When it comes to gathering evidence for deposit disputes, the need for thoroughness is understandable. However, on occasion some landlords take their dedication to preparation beyond what’s necessary.

Items received by The DPS Dispute Resolution team include a section of carpet from one landlord wanting to show us the iron burn left by a tenant. In this case a photo of the damage in situ would have had the same evidential value, in fact possibly more. Having been removed from its context, it could be questioned whether it came from the tenancy property.

Several bathroom items have also been sent in by landlords. One submission we received was a limescale covered tap to demonstrate the tenant’s lack of care of their bathroom. Another time a tenant sent in a new shower mixer tap to support their view that the landlord was charging too much to install a replacement. Clear date stamped photographs, and receipts or invoices are much more helpful for adjudicators.

Dispute evidence – don’t throw the kitchen sink at it!

Save on postage and email your evidence

One landlord sent a mobile phone complete with charger containing photos they’d taken of the property. Email is much simpler for us and much cheaper for you!

We do encourage the use of video evidence to help resolve disputes, but landlords should note it can be used against them. One tenant sent in a video of a landlord climbing over a garden wall and entering a house without the tenant’s consent. Following your obligations as a landlord is as important as your tenants following theirs.

How to get your evidence right

1. Put everything in writing from the start

The check-in report is one of the most important pieces of evidence as it shows the condition of the property at the start of the tenancy. Not only does this document contain vital information in the event of a dispute, but having a clear and defined starting point as to the condition of the property can help avoid disputes entirely It should be completed at the very start of a tenancy and list everything that’s already in the property, including the condition of the carpet, walls, furniture and garden. Adjudicators will use this to judge the original property condition in a dispute.

2. Stick to the facts

Be detailed and thorough but most of all be factual and honest. The report should include facts, including information about the age and condition of items. Adjudicators make their decisions based on evidence - so it’s important that the report is objective. Using a third-party inventory service is an easy way to create strong, impartial check-in and check-out reports.

3. Take Photos

Good quality photos help adjudicators get an accurate view of the condition of the property at check-in and check-out. Pictures should be clear and in colour. Make sure they’re date-stamped to prove they were taken on the check-in and check-out dates.

4. Invite your tenants to the check-out

If you and your tenants review the condition of the property together, you can compare it with the check-in report, and agree any deposit deductions there and then. Avoiding a dispute is the best outcome for everyone and the check-out is the perfect opportunity. An open and honest discussion about the deposit at this point will most likely lead to everyone feeling they've had a fair outcome, and make the need for dispute resolution far less likely.

5. Get signatures

Check-in and check-out reports that are signed by all parties carry more weight as evidence. It shows that everyone agrees with the description of the property and that it’s not just one person’s opinion. Unsigned reports create doubt for the adjudicator about their accuracy. Make sure you give your tenants the opportunity to read and consider the report before signing it, and give them a copy for themselves.

 Dispute evidence – don’t throw the kitchen sink at it!

 “The provision of evidence is a fundamentally important aspect of the resolution of any dispute, and good evidence can help adjudicators come to fair conclusions around the return of deposit money.

Good evidence can include records of email correspondence or mobile phone messages, date-stamped photographs or video that helps demonstrate the condition of the property at both the start and end of a tenancy.

Over the 14 years that we’ve been protecting deposits, landlords and tenants have posted us some very inventive and unusual items to back up their points, but we’d nevertheless encourage both parties to stick to paperwork, images and video in order to make the process as quick and efficient as possible.”

 Matt Trevett, Managing Director at The DPS

About The DPS

At The DPS, we don't play around when it comes to deposit protection. For over 13 years, we've driven ourselves to provide the best service to letting agents and landlords. We’re rated excellent by our customers on Trustpilot and protect more tenancy deposits than anyone else in the UK. Find out more about how we can help you at www.depositprotection.com/join

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