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What is Deposit dispute resolution?
Last verified 31 October 2026
Deposit dispute resolution is the free service run by a tenancy deposit scheme to decide how much of a deposit goes back to the tenant when the landlord and tenant disagree.
Why it matters to landlords
GOV.UK says both the tenant and the landlord must agree to use the service, both sides are asked for evidence, and the decision is final. The deposit stays protected in the scheme until the issue is resolved. If you use an insured scheme, you or your agent must pay the disputed deposit to the scheme to hold in the meantime.
If a tenant cannot contact the landlord, they can raise a dispute with an approved scheme, which may refund the deposit if its dispute service agrees. If the deposit was never protected in an approved scheme, the tenant may apply to the county court. At the end of the tenancy, the landlord must return the deposit within 10 days of both agreeing the amount. The best preparation is paperwork from the start of the tenancy: dated photos, the agreement and receipts for any work you claim. Scotland and Northern Ireland have separate schemes.
Example
Callum holds £1,100 for a flat in Chester. After the tenancy he proposes keeping £240 for carpet cleaning and a repaired door. The tenant disagrees, so both use the scheme's service. Callum sends dated photos and the invoice, the tenant sends theirs, and the final decision splits the amount.
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