Contact

Ask us, and we’ll reply by email.

Send a question about a case, a deposit dispute pack, the Evidence Locker or one of our guides. It reaches the same inbox as help@tenancyvaults.co.uk, and we reply from there.

Send us a message

We use what you send only to reply, and delete it after 12 months. Privacy notice

Can I email you instead?

Yes. Write to help@tenancyvaults.co.uk. It’s the same inbox the form sends to.

If it’s about a case, write from the address you sign in with, and include the property’s address. Don’t send evidence to this address. Upload it to your case, or forward emails to your case’s own address, so it’s kept with the rest.

My scheme’s deadline is close. Who should I contact?

Your scheme. Only TDS, DPS or mydeposits can answer questions about your dispute, its deadline or more time, and we can’t contact them for you. Ask before the deadline passes.

To check the date, use the deadline calculator.

Questions

Can you tell me if my deduction will succeed?

No. We prepare evidence, and the scheme’s adjudicator decides each case on what both sides send. We can explain how TenancyVaults works and what the schemes’ published rules say.

Can you contact my tenant or the scheme for me?

No. We never contact your tenant, and you submit your evidence to the scheme yourself. If you need more time, ask your scheme before the deadline.

How do I ask for a refund?

Choose “Paying or a refund” in the form, and include the property’s address. If your deposit dispute pack hasn’t been built yet, we refund you in full. To end the Evidence Locker, use the Cancel subscription button on your Subscription page. The terms set out what’s refunded.

I’ve spotted a mistake in a guide. How do I tell you?

Choose “Something in a guide” in the form, and tell us which guide and what looks wrong. We check it against the scheme’s own sources. If it needs changing, we correct the guide and update its last-checked date.

How do I get a copy of my data, or delete my account?

Both are on your Account page when you’re signed in. Deleting your account deletes everything in it and ends any subscription.