What to do when a landlord or agent delays returning a tenancy deposit, will not confirm deductions or stops responding.
This guide is written for England. Housing law is devolved; do not apply it to a property in another UK nation unless the guide expressly says so.
First identify where the money is
Find the protection certificate or prescribed information and identify whether the scheme is custodial or insured. The route differs depending on whether the scheme holds the money or the landlord/agent holds it under an insured arrangement.
Ask for one clear position
Request the amount the landlord proposes to return, every deduction being claimed, the evidence for each deduction and the date the undisputed amount will be released. Do not let a vague “we are waiting for contractors” message postpone the entire deposit indefinitely.
If the landlord will not engage
Government-backed tenancy deposit schemes provide routes for disputes and, in some circumstances, for recovering a deposit where the landlord cannot be contacted. Scheme deadlines can apply, so raise the issue promptly rather than allowing months of informal chasing.
If the deposit was never protected
That is a different dispute. A tenant may be able to apply to the county court for repayment/protection and compensation. Use the dedicated unprotected-deposit guide rather than treating the issue as an ordinary scheme deduction dispute.
Useful wording
Related housing guidance
Keep building the case.
Official sources
Check the current rules behind this guide.
- Tenancy deposit protection
- Deposit disputes and problems
- Housing Act 2004
- Tenant Fees Act 2019: guidance for tenants
Housing law changes frequently and is devolved. Check the live official source where a notice period, commencement date, statutory form or eligibility rule may have changed.