Getting Your Deposit Back
Getting your deposit back
We want to help you get your deposit back as quickly and smoothly as possible.
This guide explains how the deposit return process works, what can delay it, and what you can do to help speed things up.
Provided all rent is paid, and you've provided evidence that utilities and council tax have been dealt with, we aim to return deposits within 30 days of the end of your tenancy.
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Before we can process your deposit
Before your deposit can be returned, we must complete several checks relating to the tenancy.
Rent payments
All rent must be fully paid before deposits can be returned.
Deposits cannot be used instead of rent during the tenancy.
If there is an outstanding rent balance on the tenancy, this will delay the deposit process.
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Checkout appointment
Your checkout appointment is one of the most important parts of the move-out process.
Book your check out appointment through your tenant portal.
During checkout, we will:
- Collect your keys
- Inspect the property with you
- Identify any obvious cleaning or maintenance issues
- Discuss possible charges where appropriate
- Resolve any missed cleaning issues where possible
- Ask questions
- Discuss and agree any charges
We strongly recommend attending checkout in person wherever possible.
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Cleaning and inventory checks
After checkout, we complete a full comparison of the inventory reports. This process is more detailed than the checkout appointment itself. We may identify additional issues during the full inventory comparison, including:
- Cleaning missed during checkout
- Damage
- Missing items
- Repairs required
- Rubbish removal
- Missing keys
We reserve the right to add additional charges if further issues are identified during the full inventory comparison process, we'll share full details with you if we do.
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Fair wear and tear
Tenants are not responsible for normal wear and tear caused by everyday use.
Examples of fair wear and tear may include:
- Minor carpet wear
- Small scuffs from normal use
- Fading caused by sunlight
- Damage
- Excessive dirt
- Missing items
- Neglect
- Unauthorised alterations
Bills and utilities
Before deposits can be released, we may need evidence showing that utility accounts and council tax have been dealt with correctly.
This may include the following, depending on what is included within your tenancy.
- Gas
- Electricity
- Water
- Council tax
Bills included tenancies
If your tenancy includes bills, we may still need to wait for final reconciliations from utility providers.
This allows us to check whether there has been any usage above the tenancy allowance.
Unfortunately, utility companies can sometimes take several weeks to issue final reconciliations.
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Forwarding addresses
Each tenant should complete the forwarding address form (through your tenant portal0 after moving out
This helps us:
- Contact you if needed
- Process deposits correctly
- Send any final correspondence
Deposit statement and proposed charges
Once checks are completed, we will send a deposit statement by email explaining:
- Any proposed deductions
- The reason for the charges
- The remaining balance to be returned
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Agreeing deposit returns through DPS
Your deposit is protected with the Deposit Protection Service (DPS).
Once deductions are agreed:
Tenants can normally choose whether funds are returned:
- To one tenant
- Split between multiple tenants
How long does DPS take to send the money?
Once repayment is agreed and bank details are submitted, DPS usually sends funds within 3–5 working days.
Please note this timeline is controlled by DPS rather than Purple Frog.
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What can delay deposit returns?
The most common causes of delays are:
- Outstanding rent balances
- Missing utility information
- Waiting for final utility reconciliations
- Missing keys
- Tenants not responding through DPS
- Incomplete forwarding address forms
One tenant delaying documents or responses can delay the process for the whole tenancy.
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Tips to help get your deposit back quickly
Before checkout
- Clean the property thoroughly
- Use our cleaning checklist
- Remove all rubbish
- Defrost and clean fridges and freezers
- Take photographs after cleaning
- Report maintenance issues early
- Make sure all keys are ready
After moving out
- Send utility and council tax confirmations quickly
- Complete your forwarding address form
- Respond promptly to DPS requests
Deposit disputes
If you disagree with proposed charges, DPS offers a free independent dispute resolution service.
This allows evidence from both parties to be reviewed fairly.
Further information can be found on the DPS website.
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Useful links
Moving out guide: https://www.purplefrogproperty.com/tenant-library/moving-out
Cleaning checklist: https://www.purplefrogproperty.com/tenant-library/cleaning-check-list
Book checkout appointment: Do this through your tenant portal.