mydeposits

If your deposit is protected with mydeposits, your reference starts DPN or EWC if mydeposits holds the deposit (a custodial scheme) and DPC if your landlord holds it (an insured scheme). With a custodial deposit, you or your landlord or agent can start the release at the end of the tenancy in your online account. If you cannot agree how much to return, you can use its free resolution service.

Call 0333 321 9401 Visit their site ↗

Good to know

Calls are charged between 1p and 13p per minute for landline customers. Calls from mobile phones may be considerably higher depending on your mobile provider. Its page says: 'if your enquiry relates to insured-backed protections or our Total Property platform, please visit our Total Property support page'. For custodial (DPN or EWC) questions, email info.custodial@mydeposits.co.uk; for insurance (DPC) questions, email info@mydeposits.co.uk. Its page says it is experiencing high volumes of calls, live chats and emails. For a deposit your landlord holds (an insured scheme), its page says you can use the free dispute resolution service within three calendar months of the date you move out or the date your deposit becomes unprotected, whichever is sooner. For a deposit it holds (a custodial scheme), its page says you can start resolution within 90 days of the release being started.

Before you call

Have ready

your deposit reference, which starts DPC (landlord holds it) or DPN or EWC (mydeposits holds it)
your certificate number, to raise a dispute about a deposit your landlord holds (an insured scheme): its page says you need it to get started
proof of your written request for your deposit back, for an insured dispute: its page says it will require it
your tenancy agreement and your check-in and check-out report, to upload for a custodial dispute

They can

return a deposit it holds within five working days if you and your landlord or agent both agree the amount
release a deposit it holds if your landlord or agent does not answer your release request: after 14 days it invites you to start a single release, with a signed statutory declaration witnessed by a solicitor, commissioner of oaths or magistrate, uploaded through your portal; once that is approved your landlord or agent has a final 14 calendar days to respond, and if they do not, it releases the deposit in line with your request
run a free resolution service when you and your landlord cannot agree

They cannot

take a dispute about an insured deposit until you have paid your rent in full, met the contractual obligations, formally requested your deposit back from the member, and allowed 10 calendar days to pass: its page says so
answer the phone outside Monday to Friday, 9am to 4pm

Its support page says it is experiencing high volumes of calls, live chats and emails.

In the emergency guides: My landlord won't give my deposit back →

Phone: 0333 321 9401
Website: https://www.mydeposits.co.uk/support/
Hours: Phone: Monday to Friday, 9am to 4pm. Live chat: Monday to Friday, 8am to 6pm, Saturday 9am to 1pm
Coverage: England and Wales
Languages: English
Last checked: October 10, 2026

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