Deposit Repayment
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How do I reclaim a deposit?
The Deposit Repayment process can be started by the agent/landlord or the sole/lead tenant.
Either party can log in at www.lettingprotectionscotland.com and start the joint claim. An agent/landlord or a sole/lead tenant can do this by logging in to their account and selecting ‘Request a Repayment’. The onscreen guidance will take you through the process of starting a repayment. The LPS Scotland will then send a notification to the other party advising them to either log in and respond to the claim (if they have a valid email address or a valid mobile phone number) or to fill out a paper form sent to them.
Both parties (agent/landlord and the lead/sole tenant) should try to agree on the distribution of the repayment before completing the claim. This will ensure a speedy return of the deposit.
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Will you return my deposit if the tenant does not respond?
Yes. If the tenant fails to respond to your repayment request within 30 working days then the claimed amount of the deposit will be paid back to you.
The 30 working days will start the day you start the repayment process. If no response is received from the tenant within 30 working days then the claimed amount will be processed for release on the 31st working day and released within 2 working days.
We will release the claimed amount within a maximum of 35 working days, however, once released, it will be subject to standard bank clearing times.
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How long will it take to receive the deposit monies back?
Once we receive a correctly completed repayment request, repayment will be processed and monies released within 5 working days.
If there is a problem with your form, this timescale will be delayed until the correct instructions are received.
If you submit a repayment claim and we do not receive a response from your tenants within 30 working days, the deposit will be repaid to the details provided in your claim within 5 working days.
If you still have a question on this matter please email us using the Online Form.
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How are repayments made?
Repayments can be made direct to a UK bank account, or by sterling cheque made payable to the agent/landlord or tenant. Repayments can also be made into overseas bank accounts. In order to make a repayment to an overseas bank account, we require your repayment ID, IBAN/bank account number, SWIFT code, and bank name and address.
Please note separate Terms and Conditions and charges may apply to overseas payments.
If you still have a question on this matter please email us using the Online Form.
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Should I pay the Tenant back directly and then claim the deposit back from The LPS Scotland?
No. It is a requirement of the Terms and Conditions that the Deposit Repayment process is followed. We therefore require that both the tenant and the agent/landlord provide their respective repayment IDs to authorise the repayment of the deposit.
If you still have a question on this matter please email us using the Online Form.
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How can I ensure my repayment request is not rejected?
If you are making your repayment request online or in paper form, ensure that you have your Repayment ID ready. You can request a new repayment ID by selecting the deposit from the "view deposits" menu and then requesting a new repayment ID.
If you are making your repayment request by paper, be aware of the following points:
- Write legibly and clearly. If you make a mistake, cross it out and clearly mark the correct amounts, but if necessary request a new form by calling The LPS Scotland.
- Do not photocopy previous forms for different deposits. Each form is individual to the deposit and must be completed appropriately.
If you still have a question on this matter please contact us using the Online Form.
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I have initiated the repayment claim, what happens next?
If you have recently logged in to your online account and requested repayment, we will send a notification to the other party, either by email or SMS message (where a valid email address or a valid mobile phone number is available) or by post. This notification will advise the other party of your request and will ask them to go online or to fill a paper form to indicate their agreement or disagreement.
It may be worthwhile for you to also contact the other party to advise them of the pending claim, so not to incur any delay.
If we do not receive a response from the other party within 15 working days we will issue a reminder of your repayment claim to them. If we do not receive a response for a further 15 working days, the deposit will be released in accordance with your deposit claim.
If you still have a question on this matter please contact us using the Online Form.
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What is a repayment ID?
Unique repayment IDs are given to the agent/landlord and sole/lead tenant when a deposit submission payment has cleared. Each repayment ID must be provided when a deposit repayment request is submitted.
Repayment IDs should NOT be given to the other party and should be treated as confidential, as the surrender of each repayment ID is an integral part of the Deposit Repayment process.
If you still have a question on this matter please email us using the Online Form.
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I have an online account, how do I request a Repayment ID?
To request a repayment ID, after logging in to your account, select the deposit from 'View Deposits' and click the link at the top of the page to receive a repayment ID reminder. You will receive a new repayment ID by email shortly after submitting your request.
If you still have a question on this matter please email us using the Online Form.
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What do I do if my Repayment ID is lost?
If you are a agent/landlord with an online account, you can request a new Repayment ID online. Locate the deposit in 'View Deposits' and click on the address to go to the Deposit Summary page. At the top of the page, you will see a box giving you the option to receive the Repayment ID reminder, click there to receive a new Repayment ID for that deposit by email. If you are a Lead Tenant or a Landlord or a Letting Agent (without an online account) you should contact The LPS Scotland either by email using the attached online form or via the helpline. The LPS Scotland will verify the identity of the person requesting the Repayment ID, which can then be sent either by post or email.
To obtain a replacement Repayment ID please make your request via email using the Online Form.
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I have initiated a deposit repayment online and I have made a mistake?
If you have started a deposit repayment and realise on the same day that you have made a mistake, you may be able to cancel the repayment yourself online. You can try this by choosing Ongoing Repayments from the Repayments Menu, selecting the Deposit you wish to cancel and clicking the ‘Cancel Repayment’ button at the bottom of the screen.
If the button is not available or it is no longer the same day that you initiated the repayment, please call us on 0330 303 0031 as soon as possible so we can assist you.
Please note that once you have started a repayment proposal online, this is considered a binding instruction if the other party responds to it. We can only reset your Deposit to “Active” if no response has been received from the other party.
If the other party has not responded we will endeavour to reset the deposit to ‘Active’ on the same day or as soon as possible on the next working day. Please be aware that our offices are closed at weekends and on Bank Holidays so we will be unable to complete these requests on Saturdays, Sundays or Bank Holidays.
If you still have a question on this matter please email us using the Online Form.
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Deposits paid by a third party, what do I do?
If a third party pays the deposit and is entitled to claim all or part of the deposit repayment, they should be registered as the lead tenant on the deposit submission. The third party can then fully influence the distribution of the deposit repayment and doesn’t actually need to reside in the property. The actual Tenant(s) can be registered as additional Tenants.
If you still have a question on this matter please email us using the Online Form.
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Why do I have to wait 20 working days from the date the deposit is protected before starting the repayment process?
This restriction is in place as part of our security measures. However, if you have a genuine reason to withdraw the deposit inside 20 working days please contact us using the Online Form. When completing this form, please give full details of the reason for requesting repayment.