FAQs

Here we answer the most common questions to help you navigate the new platform

Frequently asked questions

Account and log in

Q: I have more than one account associated with my email address but can't log in. What should I do?
A: When logging in for the first time, you may be prompted to verify your account details. If multiple accounts are associated with your email address, these may have been linked during migration to our new platform. If you're unable to access your account, please contact us via live chat and we'll help you get logged in.

Q: Why do I have Agent 01, Agent 02 or Agent 03 on my account?
A: If you previously managed multiple accounts using the same email address, these may have been linked together during migration. You can easily switch between profiles after signing in.

Q: Can I change the email address on my account?
A: Yes. You can update your email address within your account settings however you cannot change it to one that is already on the system. If you no longer have access to your registered email address, please contact our support team for assistance.

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Membership and allocations

Q: What is the new membership model?
A: We have moved to a membership renewal model for all insured-backed members, creating a simpler and more flexible way to manage deposit protections. Instead of paying to protect each deposit individually, deposit protections are now managed using allocations. Allocations can be purchased and used to protect deposits throughout your membership period. The number of allocations you need depends on how many active deposit protections you have at any one time. When a tenancy ends and the deposit protection is no longer active, the allocation is returned to your allocation pot and can be reused to protect another deposit during the same membership period. At renewal, you'll only be charged for the number of allocations being used by active deposit protections at that time, helping to ensure your membership reflects your current portfolio.

Q: How long does an allocation last?
A: An allocation remains available until your membership renewal date.

Q: When is my membership renewal date?
A: To find out your renewal date, log in to your account and follow these steps:
1.    Select membership from the left-hand menu
2.    Click insured-backed
3.    Your renewal date will be displayed at the top of the page.

Q: How much will my renewal cost?
A: Your renewal fee is based on the number of allocations currently being used by active deposit protections. You can use our membership calculator to estimate your renewal cost.

Q: What happens to my allocation if a tenancy ends?
A: For deposits protected on the new platform, the allocation used for that protection will be returned to your allocation pot and can be reused until your next renewal date. Allocations are not returned for protections migrated from the previous system.

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Protecting deposits

Q: How do I protect a deposit?
A: To protect a deposit, follow these steps:
1.    Make sure you have an available allocation
2.    Select ‘Properties’ from the left-hand menu
3.    Add a new property or select an existing one and click ‘Add tenancy’
4.    Complete the tenancy details and select insured-backed as the protection type
5.    Enter the date the tenant paid the deposit.
6.    Click Protect.
Your deposit status will then update to protected.

Q: Where can I find the prescribed information document?
A: On the deposit details page, you'll find a section called prescribed information. Here you'll find the Prescribed Information document and the Information for Tenants leaflet combined into a single document for simplicity.

End of tenancy

Q: How do I end a tenancy?
A: If the deposit has already been repaid outside of the scheme, select ‘End tenancy’ and enter the tenancy end date. The tenant will then have up to 90 days to confirm they have received the agreed funds. Once confirmed, the protection status will update to protection ended.

Q: What does End of tenancy mean?
A: End of tenancy is the new term for what was previously known as "unprotecting" a deposit

Q: Why does the deposit still show as protected after I've ended the tenancy?
A: The deposit will remain protected until either the tenant confirms receipt of funds or 90 days have passed since the tenancy ended. Please note, during this period, the tenancy itself will show as closed.

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Release requests

Q: Why would I start a release request if I hold the tenant's money?
A: A release request helps you and your tenant negotiate the return of the deposit when you have been unable to reach an agreement directly. It allows both parties to submit claims, responses and supporting evidence through the platform.

Q: What is the release request process?
A: A release request follows a structured negotiation process between landlord/agent and tenant. Full process flow diagrams can be viewed here.

Q: Whose bank details should I enter?
A: You should always enter your own bank details as the member and we will collect the tenant's bank details directly from them.

Resolution

Q: How do I raise a resolution case?
A: Once a full round of negotiation has taken place and an agreement cannot be reached, you can start resolution. Please note, before doing so, you will be required to lodge the disputed amount with us.

Q: What's the difference between negotiation and resolution?
A: Negotiation is the stage where both parties attempt to reach an agreement. Resolution begins when an agreement cannot be reached and the case requires independent review. This may include case assessment and, if necessary, adjudication.

Q: What are the timeframes for a resolution case?
A: Once resolution has been started:
•    Both parties have 10 working days to submit final evidence
•    A Case Assessor will review the case and may attempt an early resolution
•    If the case cannot be resolved, it will proceed to adjudication
•    An Adjudicator will normally make a decision within 15 working days of receiving the case

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Communications and updates

Q: How do I make sure the right people in my business receive communications?
A: Users with the appropriate permissions can manage email preferences by navigating to: Business → Email preferences
You can choose from:
Impacted users
Communications are sent to users involved in the relevant activity. Administrators will receive all communications.
Central email
All communications are sent to the main business email address. Individual users will only receive login-related emails.
Specific users
Communications are sent only to the selected users. Individual users will still receive login-related emails.

Q: How do I get all communications sent to one mailbox?
A: Navigate to: Business → Email preferences
Select central email to have all business communications sent to your primary business email address. Individual users will continue to receive login-related emails only.