Your deposit questions, answered.

Answer it point by point on the evidence, not on its tone or length. For each deduction, set out the tenancy term, what the check-in and check-out reports and photos show, and the cost, with invoices or quotes. Check any law the letter cites: the judiciary’s AI guidance notes chatbots often draw on US law and can invent cases or legislation, and deposit rules in England and Wales come from the Housing Act 2004 and the schemes’ own rules. The burden stays on you to prove each deduction whatever the tenant writes, and adjudicators decide on the evidence. Stay courteous and keep copies of everything.

SourcesCourts and Tribunals Judiciary: Artificial Intelligence (AI) Guidance for Judicial Office Holders (October 2025)A Guide to Deposits, Disputes and Damages (joint guide by TDS, DPS and mydeposits, revised July 2026)TDS: Rules for the Independent Resolution of Tenancy Deposit Disputes [Custodial Scheme], 4th edition, effective 1 May 2026TDS: How to present your case to a TDS adjudicator

Yes. Software can sort, label and index evidence, but the schemes’ standards are what count. TDS asks for photos labelled with the date, room and what they show, numbered and cross-referenced to the check-in and check-out reports. It also asks for a short summary of what each piece of evidence proves. DPS accepts set file types, up to 40MB per upload, and wants photos signed or accompanied by a signed statement of when they were taken. Keep the original files unaltered. TDS notes digital photos can easily be altered, and mydeposits asks you to explain if you rely on a file’s electronic properties, such as its date. TenancyVaults never changes your original files. You remain responsible for what you upload.

SourcesTDS: How to present your case to a TDS adjudicatorTDS: Inventories, check-in and check-out reportsDPS Custodial Terms and Conditions (v35, May 2026)mydeposits: Conditions of resolution, custodial (v04)

They’re judged like any other inventory, on accuracy and how they were made. The schemes’ published guidance doesn’t address AI-generated reports. The most reliable reports are usually prepared by an independent clerk, contain clear dated photos and are signed by the tenant. Reports made by landlords need evidence the tenant saw them and could comment. Vague words like ‘fair’ and ‘ok’ don’t help. AI tools can make factual errors, so check every description against the photos, replace generic wording, record anything new or damaged precisely, and give your tenant the chance to agree it.

SourcesA Guide to Deposits, Disputes and Damages (joint guide by TDS, DPS and mydeposits, revised July 2026)TDS: Inventories, check-in and check-out reportsCourts and Tribunals Judiciary: Artificial Intelligence (AI) Guidance for Judicial Office Holders (October 2025)

No. Only the adjudicator, or a court if the case goes there, decides what you’re awarded, and they decide on the evidence submitted in your case. TDS’s rules say two seemingly similar cases won’t necessarily produce similar outcomes, and mydeposits says each case is decided on its own facts and evidence. An AI chatbot hasn’t seen everything the adjudicator will weigh, including your tenant’s response, and the judiciary’s AI guidance warns that chatbots generate the most likely-sounding text, which isn’t necessarily the most accurate answer. AI can help you check that each deduction has a tenancy term, before-and-after evidence and a cost behind it.

SourcesTDS: Rules for the Independent Resolution of Tenancy Deposit Disputes [Custodial Scheme], 4th edition, effective 1 May 2026mydeposits: Conditions of resolution, custodial (v04)Courts and Tribunals Judiciary: Artificial Intelligence (AI) Guidance for Judicial Office Holders (October 2025)A Guide to Deposits, Disputes and Damages (joint guide by TDS, DPS and mydeposits, revised July 2026)

Choose Start a deposit dispute pack on your dashboard, and answer a few questions about the deposit, the tenancy and when the scheme asked for your evidence. Add your evidence by upload or by forwarding emails to the case’s own address, then check the deductions we read from it. You’ll see the evidence strength of each deduction and a preview of the pack, free. Once you’ve paid, read and change the statement and paragraphs we draft, tick the declaration and choose Build the pack. Download it, submit it to your scheme yourself, then mark the case as submitted.

Yes. Before you pay, choose Add a deduction on the deductions screen for anything we didn’t find, or Delete on one you don’t want. You decide what’s in your claim, and we only read deductions out of your evidence for you to check. After you’ve paid, you can still leave a deduction out on the analysis screen and change every paragraph before you build. Add any missing deductions before you pay.

Yes, because everything saves as you go: your answers, your files as they upload and your statement as you type. Open the case from your dashboard to carry on. Can’t find it? Check you’re signed in with the same email address, because each address is a separate account. A deleted case can be brought back with Undo straight away, and after a day it’s gone for good.

Yes. The evidence screen stays open once you’ve paid: add the new files, choose Run the analysis again, then build the pack again. Building again costs nothing, and each build is a new version. If you change the statement or a deduction after building, the pack screen says it’s out of date, so build it again.

When the pack is built, the pack screen has two buttons. Download the PDF gives you the evidence PDF on its own. Download the ZIP gives you the evidence PDF, every exhibit named in order and your guide to submitting. To come back to it, open the case from your dashboard and choose Download the pack.

We work out your evidence deadline from the date the scheme asked for your evidence, which you give when you start the case. The date in your scheme’s notification is the one that counts. To use it, choose Change date beside the deadline on your case, enter the date from the notification and choose Save date. Choose Use the worked-out date to go back to ours.

Yes, by email. For each case, we email you 3 days and 1 day before your evidence deadline, until you mark the case as submitted, whether or not you’ve paid. The free deadline calculator can send the same two reminders if you tick Send me reminders. We don’t sync with Google Calendar or Outlook, and there’s no calendar file to download, so add the date to your calendar yourself.

Correct it in your case first. You can change any file’s type, room or date, change or leave out a deduction, and rewrite the statement and every paragraph. Then tell us what went wrong through the contact form, choosing “A case or deposit dispute pack”, or email help@tenancyvaults.co.uk. Include the property’s address and which file or paragraph it was. There’s no report button in the app.

No. We use Anthropic’s Claude, a general AI model, and we haven’t trained it on adjudication decisions or anything else. Anthropic doesn’t use your evidence to train its models. The AI works only from your own files, and every factual sentence in your pack cites one of your exhibits. The reduction for age is worked out by our code from the schemes’ published lifespan figures.

No. Each deduction’s amount is the one you enter, backed by your invoices, quotes or receipts, which we read. Where an item is replaced, the amount reduced for age is worked out by our code from your scheme’s published lifespan figures, not by the AI. Nothing is adjusted for your region, because we don’t produce cost estimates.

From three things the evidence needs to show: the condition at check-in, the condition at check-out, and the cost. The AI reports whether each is shown, unclear or missing. All three shown is strong, two is moderate (an unclear one counts as half), and fewer is weak. Evidence against the deduction lowers it a step. Fixed rules can then only lower it further. No check-in evidence makes it weak, for example, and no cost evidence for a deduction over £50 keeps it at moderate at most. It shows how well the evidence backs the deduction, not what the adjudicator will decide.

Your deposit dispute pack doesn’t cite case law or legislation. The AI writes only from your evidence, and every factual sentence cites one of your exhibits. Our code checks each reference, and a reference to an exhibit that doesn’t exist sends the draft back. The AI can still misread a file or describe a photo wrongly, so check every sentence before you submit.

Yes. When a photo shows a document, such as a receipt, invoice, letter or report, we treat it as that document and read it. Scanned PDFs are read from their page images too. If we get a file’s type wrong, you can change it.

No, we don’t check any photo for editing. We work only with your evidence, and your tenant sends theirs to the scheme, not to us. For each of your photos and videos, we record its date and where that date came from, such as the photo’s own data. The photo dates page in your pack lists them.

Not for a deposit dispute pack, because reading your files and drafting the wording is how the pack gets built. You stay in charge of every part. You can change any file’s type, room or date, change or leave out deductions, and rewrite every word the AI drafts before you build. The deadline calculator and the deposit deduction calculator don’t use AI.

We work in English only. The deposit dispute pack, its headings and the drafted wording are in English, and we don’t translate evidence or the pack. You can rewrite the statement and each paragraph yourself before you build, but the pack’s own headings stay in English. Nothing is built or tested for evidence in other languages, such as a tenant’s emails in Polish.

No. Each case is read on its own, and the AI sees only that case’s files. It compares evidence within the case, such as each check-out photo with the check-in photo taken from the same spot. Nothing carries over from one case to another.

Yes. On the analysis screen, each deduction shows what would make it stronger: up to four missing or weak pieces of evidence, each with where you might find it. A separate list shows what your evidence records that you haven’t claimed for. You see both before you pay.

No. We build deposit dispute packs and run the Evidence Locker, and we don’t produce deposit protection paperwork. In the Locker, you can file the certificate and the prescribed information you gave your tenant in the tenancy’s deposit drawer. Our guide “What is the prescribed information, and when do I have to give it?” explains what it covers.

It’s an automated assistant, not a person. It answers from our own guides and pages, using Anthropic’s Claude to write each answer, and shows the pages it used so you can check them. It never sees your account, your cases or your evidence. If it can’t help, choose “Send this to the team”, and a person reads the conversation and replies by email.

TenancyVaults is built for landlords, and there are no tenant accounts. You’ll see it only if your landlord sends you a check-in or check-out report to sign or comment on. You can’t use it for your own records or to respond to your landlord’s claim. If you’re in a deposit dispute, respond through your deposit scheme.

We can’t advise tenants, and we don’t take a side. A deposit dispute pack is your landlord’s evidence for the scheme, not a decision. If you disagree with a deduction, use your deposit scheme’s free dispute service. Its adjudicator decides on what both sides send. GOV.UK’s guide to tenancy deposit protection explains your rights, and Shelter and Citizens Advice give free advice to tenants.

SourcesGOV.UK: Tenancy deposit protectionWelsh Government: Deposits guidance for tenantsShelter: Housing adviceCitizens Advice: Housing

Ask your landlord or letting agent. Your landlord decides what’s kept in their account, so they’re the person to ask for a copy or for something to be deleted. If you write to us instead, we pass your request to your landlord and help them answer it. We don’t give out a landlord’s contact details, but the prescribed information you were given for your deposit includes your landlord’s or agent’s.

SourcesGOV.UK: Deposit protection schemes and landlords, information you must give to your tenantsHousing Act 2004, section 213

No. TenancyVaults covers only England and Wales, for deposits protected with TDS, DPS or mydeposits. Our deadlines, scheme rules and guides don’t apply to Scotland, Northern Ireland, the Channel Islands or other countries, so we can’t answer questions about their rules. For Scotland, mygov.scot sets out the deposit rules for landlords, and nidirect does the same for Northern Ireland. We don’t publish a roadmap, but you can tell us where you’d like us to work through the chat or the contact form.

Sourcesmygov.scot: Protecting a tenancy deposit (landlords)nidirect: Tenancy deposit scheme, information for landlords

No. TenancyVaults doesn’t connect to other software, such as Landlord Vision, Goodlord, Arthur Online, Reapit, Alto, Jupix, PropertyFile, Fixflo or Zapier, and there’s no public API. Properties are added one at a time, and there’s no import from a spreadsheet or letting software. To bring records in, upload files you’ve exported, such as an inventory PDF. You can also forward emails to your case’s, property’s or tenancy’s own address, and they’re filed with the rest of your evidence.

Yes. We don’t block VPNs or any country. If a form says it couldn’t check the message came from a person, turn the VPN off or allow Google’s check in your browser, then try again. If a form asks you to wait, try again a little later, because a VPN’s shared address can reach our limits sooner.

No. We don’t ask for a registration or licence number to use TenancyVaults. It doesn’t connect to Rent Smart Wales or the private rented sector database, and it doesn’t register properties on either. Whether you need to register is between you and those services, and their own guidance explains what applies to you.

Yes. Use your browser’s zoom: hold Ctrl and press + on Windows, or Cmd and + on a Mac, and pinch to zoom on a phone or tablet. The site is built to work zoomed in to 200% without losing content. If something still doesn’t work for you, email help@tenancyvaults.co.uk and tell us which page you were on.

Yes. Use the theme button in the header, the moon or sun, to switch between light and dark. The site starts in light mode, whatever your device is set to, and remembers your choice in this browser. Colours are chosen to meet the contrast standard in both.

In England, the Tenant Fees Act 2019 lists the only payments a landlord can require from a tenant, and GOV.UK’s guidance sets them out. A charge for preparing your evidence isn’t on that list. Wales has its own list, under the Renting Homes (Fees etc.) (Wales) Act 2019. A deduction from the deposit has to be for something your tenant owes under the tenancy, such as rent, cleaning or damage, backed by evidence of the loss. In the schemes’ dispute services each side pays its own costs of preparing, and landlords generally can’t claim for their own time.

SourcesTenant Fees Act 2019, Schedule 1 (permitted payments)GOV.UK: Fees you can charge as part of a tenancy (updated 7 July 2026)Renting Homes (Fees etc.) (Wales) Act 2019, Schedule 1mydeposits: Rules of claiming for deposit deductionsA Guide to Deposits, Disputes and Damages (joint guide by TDS, DPS and mydeposits, revised July 2026)

No. TenancyVaults is built for tenancies in England and Wales, with deposits protected by TDS, DPS or mydeposits. We don’t build deposit dispute packs for Scottish or Northern Irish schemes, such as SafeDeposits Scotland, and our AI isn’t set up for their rules. Scotland and Northern Ireland have their own deposit laws, schemes and time limits. If your deposit is with one of their schemes, its own guidance explains how its dispute process works.

No. You upload what you have, such as the tenancy agreement, check-in and check-out reports, photos, receipts and messages, and TenancyVaults reads and sorts it. It works out your scheme’s deadline, reduces old items for age, and builds a deposit dispute pack and statement for you to check and submit. It explains how the process works, but it isn’t legal advice, and the scheme’s adjudicator decides.

It’s for landlords with a property in England or Wales whose deposit is protected with TDS, DPS or mydeposits. Where you live doesn’t matter, so a landlord abroad can use it. We don’t cover Scotland or Northern Ireland, which have their own deposit laws and schemes.

Yes. The Evidence Locker keeps each tenancy’s records from the start: add the property and tenancy, upload the tenancy agreement and deposit certificate, and record the check-in with the guided check-in on your phone or by uploading your inventory. If a dispute comes later, your evidence is already in one place, and a pack for a Locker tenancy costs £29, or nothing after the guided check-in.

Check which scheme holds the deposit, and find its deadline for your evidence in the scheme’s notification. Then start a case on TenancyVaults and upload what you have: the tenancy agreement, the check-in and check-out reports, photos, receipts and messages. TenancyVaults sorts it, shows each deduction with the evidence behind it for free, and builds the deposit dispute pack for you to submit when you’re ready.

Yes. If you manage the tenancy yourself after a tenant-find service, you’re a self-managing landlord, which is who TenancyVaults is for. Check who protected the deposit: if the agent did, ask them for the scheme’s details so you know where the dispute will be.

Usually not for a deposit dispute. A lodger who shares your home normally has neither an assured tenancy in England nor an occupation contract in Wales, so their deposit doesn’t have to be protected, and the schemes’ dispute services are for protected deposits. If a lodger’s deposit is protected with TDS, DPS or mydeposits anyway, you can build a pack for it. You can keep the records of any let in the Evidence Locker.

You do. You check every drafted paragraph, your statement and each deduction, change anything you like, and confirm you’ve checked it before you build. We don’t review packs before you download them, and our staff don’t open your files except to fix a problem you ask us about.

The scheme rules TenancyVaults uses, such as deadlines, statement limits and file limits, are checked against each scheme’s own sources, and each guide shows when it was last checked. A pack you’ve already built doesn’t change: build it again to use the current rules. The AI works from your files and doesn’t cite law.

It’s your landlord’s evidence for the deposit scheme, prepared with TenancyVaults: their statement, the deductions they’re claiming and the evidence for each. It isn’t a decision, and it isn’t legally binding. The scheme’s adjudicator decides on what both sides send, and you can respond through your scheme’s dispute service.

No, we don’t give out a landlord’s details. The prescribed information you were given when your deposit was protected includes your landlord’s or agent’s contact details, and your deposit scheme can also contact them about the deposit.

Probably: landlords use TenancyVaults to send their tenant the check-in or check-out report to sign or comment on. A genuine email comes from cases@tenancyvaults.co.uk, and its link opens the report on tenancyvaults.co.uk and works for 7 days. We never ask you to sign in, pay, or give a password or card details. If you’re unsure, forward it to help@tenancyvaults.co.uk, or check with your landlord.

No. TenancyVaults is for landlords, and there are no tenant accounts. It works the other way round: a landlord can send their tenant a report to sign. Keep your own dated photos from move-in, and send any comments on the inventory to your landlord in writing.

Choose Create an account, then continue with Google, or enter your email address and a password of at least 10 characters. With a password, we email you a link to confirm your address, and you’re signed in when you open it. You can also choose Email me a sign-in link on the sign-in page, and a new address gets its account as you sign in. You need to be 18 or over. Your TenancyVaults account is separate from your account with TDS, DPS or mydeposits.

You only need to if you signed up with a password. Open the link in the email ‘Confirm your email for TenancyVaults’ within 24 hours, and you’re signed in. If it has expired, sign in with your email and password and we’ll send a new one. Nothing arrived after a minute or two? Check your junk folder, or email help@tenancyvaults.co.uk.

No. We don’t check your identity or ask for proof of ownership, at sign-up or later, and an account needs only an email address. If a message asked you for proof of ownership, it didn’t come from TenancyVaults. Your deposit scheme may ask, so check who sent it, or email help@tenancyvaults.co.uk and we’ll take a look.

Try another way in. On the sign-in page, choose Email me a sign-in link, which works once for 15 minutes, or ‘Forgot your password?’ to set a new password. Google works only with the Google account that uses your TenancyVaults email address. If no email arrives, check your junk folder, then email help@tenancyvaults.co.uk. Your login for TDS, DPS or mydeposits is separate, so your scheme handles that one.

Ask for a new one, because each link works once and only for a set time. A sign-in link lasts 15 minutes, a link to choose a password 60 minutes, and a link to confirm your email 24 hours. On the sign-in page, choose Email me a sign-in link, or ‘Forgot your password?’ for a new password link. To confirm your email, sign in with your password and we’ll send a fresh link.

To change it, sign in and open your Account page. Under Ways to sign in, choose Change password, enter your current and new passwords, then choose Save password. It needs at least 10 characters, and changing it signs you out on every other device. Forgotten it? Choose ‘Forgot your password?’ on the sign-in page, and the link we email also sets a password if you’ve never had one.

Not at the moment, so there’s no code to lose. You sign in with a one-time link emailed to you, a password that we check against known leaked passwords, or your Google account, which can have its own two-step verification. If you’ve lost your phone, sign in on another device with an emailed link or your password. If Google asks for a code you can’t get, use an emailed link instead. We email you whenever a password is set or changed, or Google sign-in is added.

You stay signed in on a device for 30 days, and that’s extended while you keep using it. You’re signed out sooner if you sign out, clear your browser’s cookies or close a private window. Changing or resetting your password on another device signs this one out too. If it keeps happening on one device, check that its browser allows cookies, or email help@tenancyvaults.co.uk.

Change your password on your Account page, or reset it, and every other device is signed out. If you don’t use a password, email help@tenancyvaults.co.uk and we’ll sign your account out everywhere. There’s no list of recent sign-ins in your account. Every sign-in link goes to your inbox and we email you when your password or Google sign-in changes, so report anything you didn’t ask for to help@tenancyvaults.co.uk.

You can’t change your email address in the app yet. Email help@tenancyvaults.co.uk from the address you sign in with, tell us the new one, and we’ll change it for you. We don’t ask for or keep a phone number, so there’s nothing to change there. Everything we send comes by email.

An account has one sign-in, and there’s no way to add a second user. Joint owners of the same properties may share that sign-in, and the account holder is responsible for the account and what’s submitted from it. Your partner or co-landlord can also be an allowed sender on your Account page. Documents they email to a property’s or tenancy’s address are then filed for you.

No, there’s no agent, guest or read-only access. Your agent can be an allowed sender, so what they email to a property’s, tenancy’s or case’s address is filed for you. For a solicitor, download your deposit dispute pack, as the evidence PDF or the ZIP with every exhibit, and send it yourself. For everything in your account, choose Email me a copy on your Account page and pass on the ZIP.

Nobody else has a login to your account, so check the ways in you’ve given out. Remove an address from Allowed senders on your Account page, and its email is turned away from then on. A sign-off link closes after 7 days, or as soon as you send a new one. If someone knows your sign-in, change your password, which signs out every other device, remove Google if you don’t use it, and secure your email, because sign-in links go there.

One account can hold all your properties and cases, whether you own them yourself or through a company. There are no personal or company account types. If you’d like a company’s properties kept apart, open a second account with another email address. The two stay separate: cases and properties can’t be moved between them, and each Evidence Locker subscription is billed on its own.

Yes, with their permission. You can open and run the account for them, and they stay responsible as the landlord for what’s submitted. Sign-in links and our emails go to the account’s email address, so use an address you can both reach.

No, and properties and cases can’t be moved from one account to another. To pass records on, choose Email me a copy on your Account page and send them the ZIP, or the documents they need. If it’s only your own email address that’s changing, email help@tenancyvaults.co.uk from your sign-in address and we’ll change it.

Emails about your cases, payments and signing in always come, because they’re part of the service. On your Account page, under Emails, you choose whether we also tell you about our other services. Deadline reminders stop when you mark a case as submitted, and each one has an unsubscribe link. Everything we send is by email, and there are no text messages.

For the Evidence Locker, open your Subscription page: each invoice is listed under Invoices, with an Open link and a PDF. For a deposit dispute pack, we email a receipt when you pay, with the property’s address and a reference, and your Account page lists each pack under Billing. There’s no download of every invoice at once, so save each PDF you need. To send one to your accountant, forward the receipt email or the invoice PDF yourself.

Not from your account yet. Email help@tenancyvaults.co.uk from your sign-in address with the company’s name, for example your limited company or SPV, and we’ll put it on your invoices.

TenancyVaults doesn’t lock accounts. After several attempts in a short time, sign-in pauses and shows “Too many attempts. Wait a few minutes and try again.” Wait a few minutes, then sign in with a link sent by email, your password or Google, whichever you used before. If it still won’t let you in, email help@tenancyvaults.co.uk from the address you sign in with.

There isn’t a setting for it yet. Email help@tenancyvaults.co.uk from the address you sign in with and tell us the name to use, and we’ll change it. Your name appears in our emails to you and as the landlord’s name in your deposit dispute pack. If you sign in with Google, we start with the name on your Google account.

No. Deleting your account is immediate and permanent: it ends any subscription, removes every case, property and file, and can’t be undone. Before you delete it, download everything from your Account page with Email me a copy, which sends you a link to a ZIP of all your files that works for 24 hours.

Email help@tenancyvaults.co.uk with the account’s email address and your role as executor or next of kin. We reply within two working days and explain what we need from you before we share or close anything. Accounts can’t be signed into by anyone else in the meantime.

On your dashboard, choose Add a property. Enter its address, its bedrooms (0 for a studio) and whether it’s let furnished, part furnished or unfurnished. Before you save, you see your new price and what’s charged for the rest of this period. Adding a property needs an Evidence Locker subscription, so without one you’ll choose a plan first. Then add its tenancy.

Open the property and choose Add a tenancy. You need the start date and at least one tenant’s name, as on the agreement, and the end date, rent, deposit and scheme can wait. A tenancy can start on any date, past or future, so you can add older tenancies as well as the next one. A free deposit dispute pack needs the guided check-in done in the app, so an older tenancy won’t qualify.

Yes. Add the property, then the current tenancy with its original start date and the tenants’ names. Upload what the seller handed over, such as the agreement, the inventory and the deposit protection certificate. To record the condition now, choose Start a mid-term inspection and walk round room by room. A free deposit dispute pack needs a guided check-in done in the app, so it won’t apply to this tenancy.

While the same tenants stay on, keep one tenancy record. Upload the renewal to its Tenancy agreement drawer, and change the end date, or leave it blank if the tenancy now runs with no end date. If one tenant leaves and another joins, edit the tenancy’s names and file the signed paperwork with it. A new tenancy, with its own agreement and check-in, goes in as a new tenancy. Whether a change of tenant makes a new tenancy for the deposit is covered under ‘Joint tenants and changes of tenant’.

Edit the tenancy and add its end date. From the day after that date, it’s marked Ended, and its documents, inspections and sign-offs stay with it. If the deposit is disputed later, you can still start a case from the tenancy.

Yes, as many as you need, with no limit. They’re listed newest first, each marked upcoming, current or ended, with its own documents, inspections and email address. If two overlap, the latest to start shows as the current one. A tenancy can have one case open at a time.

Yes, as one property. Add the house once, and its inspections walk you through its rooms, which you can add to, rename or remove to match. An HMO let room by room counts as one property for your price. Separate tenancies for single rooms aren’t supported yet, so the Locker suits a house let on one joint tenancy best.

Yes, apart from the number. Edit the tenancy to add the deposit amount, the scheme (TDS, DPS or mydeposits) and the type of protection: custodial, where the scheme holds the money, or insured. There’s no box for the certificate number. Upload the certificate and the prescribed information to the tenancy’s Deposit protection drawer, and put the number in the certificate’s notes.

There’s no guarantor field, because a tenancy records only its tenants’ names. Upload the guarantor’s agreement to the tenancy’s Tenancy agreement drawer, or Other documents. Add the guarantor’s name in its details, or in a note on the tenancy.

Open the property and choose Edit details to correct its address, bedrooms or how it’s let, then choose Save changes. Its tenancies, documents and email addresses stay as they were. Properties are shown by their address, and there’s no separate nickname.

Open the property, open its menu and choose Delete property, then Delete for good. Its tenancies, documents and filed emails are deleted, and this can’t be undone. A case started from it keeps its own copies. To stop paying for a property but keep everything, choose Archive property instead, and restore it whenever you like.

Your dashboard lists every property beside your cases, each with its address, its current or next tenancy and how many documents it holds. Archived properties are folded away underneath. There’s no search, filter or list of tenancies ending soon yet. Open a property to see its tenancies, each marked upcoming, current or ended.

Not as a list on its own, such as a spreadsheet. Choose Email me a copy on your Account page, and we email you a link to one ZIP with every property, tenancy, inspection and sign-off, and every original file. The link works for 24 hours.

We don’t mark properties as ‘at risk’ anywhere in TenancyVaults. A property shows its current tenancy, its next one or ‘No tenancy running’, and archived ones are marked Archived. If you saw the phrase in one of our emails or screens, email help@tenancyvaults.co.uk and tell us where.

Yes. Open the property and write in its Notes, beside its own documents, and each tenancy has notes of its own. A note can be up to 2,000 characters and keeps your line breaks. It’s dated when you write it and when you last edit it. Notes stay in the Locker and aren’t copied into a case. You can also add a note to any document, in its details.

Each tenancy records its monthly rent and deposit, but there’s no rent ledger or payment history. Keep rent statements and bank records on the tenancy as documents, as a PDF, CSV file or screenshot. In a case, upload them as evidence, and we read them and can link them to a rent arrears deduction. We don’t import a statement as data, so no ledger is built from it.

Yes, as documents. Forward messages to the tenancy’s own email address, and each is filed in Emails and letters as a PDF. Every attachment is saved, and the original email is kept. You can also upload exported chats or screenshots. For a phone call, write a note on the tenancy the same day. Each note is dated when you write it.

We can’t move a property’s records to another account. Send the buyer what they need yourself: open each document, or choose Email me a copy on your Account page for a ZIP of everything. Once the sale completes, archive the property to stop paying for it, or delete it. What happens to the deposit is covered under ‘Selling, letting agents and other changes’.

Each sign-off link works for 7 days, then closes, and the report stays on the record marked unanswered. To give your tenant another chance, open the tenancy and choose Send again under Tenant’s sign-off. Copy a new link to send yourself, or have us email it to them. The new link replaces the old one, so ask your tenant to use the newest. If you’re the tenant, ask your landlord to send it again.

The link carries a long code nobody could guess, and we store only a scrambled form of it. Its page is kept out of search engines, and the link stops working after 7 days or when you send a new one. It has no password, so anyone with the link can open it, and you should send it only to your tenant. You see the date it was first opened, but not who opened it, because tenants don’t sign in.

There’s no limit on how far back a tenancy can start, and no limit on how many properties you add or how many tenancies a property has over the years. The limits are on files: 50MB a file, 500MB a video, 25 files at a time and 2GB in all for a property or a case.

Not as separate entries. A tenancy records one deposit amount, its scheme and its certificate number. Upload the receipts or bank records for a holding deposit or each instalment to the tenancy’s documents, so they’re kept with it.

Yes. Upload invoices, receipts and contractors’ reports to the property’s documents, or forward them by email to the property’s own address from one of your allowed senders. There’s no maintenance scheduler or job tracker: the Locker keeps the records.

Yes, by email. Add their address to your Allowed senders on your Account page (up to 10 addresses besides your own), and they can email photos and invoices to the case’s or property’s own address. There’s no upload link and no account for them. Emails from addresses you haven’t allowed get a reply saying so, and nothing is kept.

Yes. In a case, it’s sorted as a mid-term inspection with your other evidence. In the Locker, upload it to the tenancy’s other documents, or record a guided inspection on your phone with Start a mid-term inspection.

In the Evidence Locker, yes. After a guided check-out, the What’s changed screen has Prepare the letter, which gives you the proposed deductions as text to copy or as a PDF, kept with the tenancy. You send it yourself. A case started without the Locker doesn’t make this letter.

From an in-app check-in, yes: a guided check-out uses the same rooms and checklist as the property’s last guided inspection. From an uploaded clerk’s inventory, no: the check-out checklist is then built from the number of bedrooms and how the property is let.