# How to handle a mydeposits dispute as a landlord

Source: https://tenancyvaults.co.uk/guides/mydeposits-dispute-landlord
By Andy Lewis (Landlord and software developer) · Last checked 6 October 2026

## The short answer

Once a mydeposits case moves to resolution, both sides confirm their final evidence: within 5 working days for a custodial deposit, 10 working days for an insured one. An adjudicator decides on that evidence, and the deposit is the tenant’s unless you prove each deduction.

### Key points

- Custodial: both sides confirm final evidence within 5 working days of the case moving to resolution.
- Insured: both sides have 10 working days to finalise evidence, on the Total Property portal used since 27 July 2026.
- For an insured deposit, you must lodge the disputed amount with mydeposits before resolution, and everything happens within 90 days of the tenant leaving.
- The service is free, but both sides have to agree to it; otherwise one of you has 6 months to show a court claim.
- Decisions are final. A complaint is possible within 6 months, only for a clear error of fact, law or administration.

## How does a mydeposits dispute start?

mydeposits runs two schemes, and they work differently. With **custodial**, mydeposits holds the deposit. With **insured**, you or your agent hold it and mydeposits insures it. Since 27 July 2026, insured deposits have moved onto the same Total Property portal as custodial ones.

**Custodial.** Either of you starts a release and confirms the date the tenant moved out. You make offers, and anything you agree is paid straight away. If the side that needs to reply to an offer doesn’t within 14 calendar days, or you’ve negotiated for three months without agreeing, the offers and evidence go to mydeposits’ resolution team ([custodial conditions of resolution](https://www.mydeposits.co.uk/wp-content/uploads/2024/07/mydeposits-custodial-Conditions-of-resolution-v04-1.pdf), section B). If the tenant can’t be contacted, there is a single-release route using a statutory declaration.

**Insured.** When the tenant leaves, you record the date they moved out. That starts a **90-day window**: negotiation, and any move to resolution, has to happen inside it, or the release closes and protection ends. Either of you can start a release. You set out each deduction as an itemised settlement, with its evidence attached, and you can make offers and use the chat ([insured conditions of resolution](https://www.mydeposits.co.uk/wp-content/uploads/2026/07/mydeposits-Conditions-of-resolution-insured-Backed-July-2026-1.pdf), sections A and B). Once the release has started you can change the amounts, but not add new items, so include everything at the start.

You pay any amount you agree directly to the tenant, who confirms it in the portal.

## What does starting resolution involve for an insured deposit?

Either side can start resolution once you have both made offers. Before it goes ahead, **you must lodge the disputed amount with mydeposits** (section D). If the tenant starts resolution, you have 10 working days to lodge it. If you don’t, the case becomes a default case: mydeposits decides it, and its insurer recovers the money from you.

## Do both sides have to agree to use the dispute service?

Yes. Resolution is free, but both sides have to agree to it. If either of you chooses court instead, whoever chose it has 6 months to show mydeposits an issued court claim, or the money held goes to the other side (custodial section D, insured section D). For an insured deposit, you still lodge the disputed amount first.

## How long do I have to confirm my evidence?

- **Custodial:** both sides confirm their final evidence within **5 working days** of the case moving to resolution ([mydeposits dispute process](https://www.mydeposits.co.uk/dispute-process/)).
- **Insured:** both sides have **10 working days** to finalise evidence. mydeposits’ [guide for private landlords on Total Property](https://content.mydeposits.co.uk/story/mydeposits-x-total-property-how-to-guide-private-landlords-ib/page/1) and its July 2026 process flows agree on this. Some older pages still say 20 working days: they describe the process before July 2026.

Anything not confirmed by the deadline is confirmed automatically, and you can’t add evidence after confirming. Working days leave out weekends and bank holidays in England and Wales; our [evidence deadline calculator](https://tenancyvaults.co.uk/deadline-calculator) counts them.

**mydeposits at a glance**

| Rule | Custodial | Insured |
| --- | --- | --- |
| Your evidence deadline | 5 working days | 10 working days |
| Then the tenant has | – | – |
| The clock starts | The date the case moved to resolution, when mydeposits asked both sides to confirm their evidence. | The date mydeposits asked both sides to finalise their evidence. |
| Written statement | No limit published | No limit published |
| Largest file | 20MB | 20MB (not yet confirmed by the scheme) |
| File types | No list published | No list published |

Checked 2 October 2026 against each scheme’s own rules and guidance. Schemes change their rules from time to time. The date on your scheme notification is the one that counts.

## What evidence does a mydeposits adjudicator look for?

Both conditions of resolution say the deposit belongs to the tenant unless you prove, with evidence, that you are entitled to each deduction (section E). The adjudicator weighs it on the balance of probabilities. The key documents are:

- **the tenancy agreement**, and any renewals
- **check-in and check-out reports**, signed and dated. They carry more weight if the tenant signed or reviewed them, or an independent clerk made them. If the tenant didn’t sign, explain why and show they had the chance.
- **dated photos or video**
- **invoices, receipts or estimates** for every cost, itemised rather than one line
- rent or bank statements and correspondence, where they’re relevant

mydeposits’ [evidence checklist](https://www.mydeposits.co.uk/wp-content/uploads/2024/08/Evidence-checklist-for-our-members-updated.pdf) adds that an invoice shows what a cost was, not that the tenant caused the problem: the reports and photos do that. Its [photo and video guidance](https://www.mydeposits.co.uk/content-hub/using-photos-and-videos-as-evidence/) asks for good light, a scale reference, photos numbered and embedded in the reports, and timestamps for the parts of a video that matter. If you rely on a photo’s file date, screenshot its properties, because the date can be lost on upload. Keep evidence relevant and proportionate: a very large or complex bundle may be pointed to court instead.

## How should I set out each deduction?

On an insured deposit, each deduction is its own settlement item, with its evidence attached, so set each one out to stand on its own: what is wrong, which clause of the tenancy it breaks, what it costs and where the evidence shows it. mydeposits’ checklist asks for an itemised breakdown of each cost with the reason for it, and for evidence grouped and labelled by claim. Point to the page of each report and the number of each photo.

Use the same descriptions at check-out as at check-in, ideally from the same clerk, so the adjudicator can compare the two item by item.

## What changed for insured deposits in July 2026?

On 27 July 2026 mydeposits moved insured deposits onto Total Property, the portal custodial deposits already used. For landlords, the end of a tenancy now works like this ([mydeposits](https://www.mydeposits.co.uk/content-hub/insured-backed-scheme-launch-onto-total-property/)):

- deductions are set out as itemised settlements, each with its evidence attached
- you can make offers, and talk to the tenant through the portal’s chat
- everything happens within 90 days of the tenant moving out
- you lodge the disputed amount before resolution goes ahead
- both sides have 10 working days to finalise evidence
- an adjudicator decides within 15 working days

Existing protections moved across automatically. Release requests now have an RR reference instead of the old URN.

## How does mydeposits treat fair wear and tear?

Adjudicators allow for the item’s age, its quality and condition at the start, its expected life in a let property, how long the tenancy lasted, and who lived there: how many people, and whether there were children or pets ([mydeposits on fair wear and tear](https://www.mydeposits.co.uk/content-hub/fair-wear-and-tear-what-is-it-and-how-is-it-applied/)). No award can leave you better off than at the start, and that applies to cleanliness as well as condition.

For redecoration, mydeposits draws three lines: light marks from everyday living are wear and tear; heavy marks or damage are a breach; redecorating without permission is a breach. For cleaning, the property has to go back to the standard at check-in, and you can’t require a tenant to use professional cleaners. Our guide to [fair wear and tear](https://tenancyvaults.co.uk/guides/fair-wear-and-tear-landlords) works through the sums.

## What happens after the evidence is in?

A case assessor reviews the case and tries to settle it by phone and email. If a decision is needed, the adjudicator has **15 working days** for an insured case and **28 calendar days** for a custodial one, and payment follows within 5 working days (section F of each). There’s no cross-examination: each side’s evidence is taken as it stands. No award can be for more than the amount protected.

## Can I challenge a mydeposits decision?

Decisions are binding and can’t be appealed within the scheme. You can raise a [complaint](https://www.mydeposits.co.uk/complaints/) within 6 months of the outcome, but only for a clear error of fact, law or administration, based on the evidence you sent at the time. You have to name the deduction and point to the error in the adjudicator’s comments. Disagreeing with the outcome, or adding new claims, isn’t enough. Beyond that, the route is the courts.

## Does this apply in Wales?

mydeposits protects deposits in England and Wales. This guide describes the law in England; in Wales, deposits fall under the [Renting Homes (Wales) Act 2016](https://www.legislation.gov.uk/anaw/2016/1/section/45).

## Common questions

### How long do I have to send evidence to mydeposits?

5 working days for a custodial deposit, 10 working days for an insured one, from the case moving to resolution. Evidence not confirmed by then is confirmed automatically.

### Is it 10 or 20 working days for an insured mydeposits case?

Since the move to the Total Property portal on 27 July 2026, it is 10 working days. Older pages that say 20 working days describe the process before then.

### Do I have to pay the disputed amount to mydeposits?

For an insured deposit, yes: you lodge the disputed amount before resolution goes ahead. For a custodial deposit, mydeposits already holds it.

### Can I add a deduction after the release has started?

Not on an insured deposit: you can change amounts but not add new items. Set out every deduction at the start.

### How long does a mydeposits decision take?

Once the case reaches an adjudicator: 15 working days for insured, 28 calendar days for custodial, then payment within 5 working days.

## Sources

The facts on this page come from these official sources, checked on 6 October 2026.

1. [mydeposits: Conditions of resolution, insured (July 2026)](https://www.mydeposits.co.uk/wp-content/uploads/2026/07/mydeposits-Conditions-of-resolution-insured-Backed-July-2026-1.pdf)
2. [mydeposits: Conditions of resolution, custodial (v04)](https://www.mydeposits.co.uk/wp-content/uploads/2024/07/mydeposits-custodial-Conditions-of-resolution-v04-1.pdf)
3. [mydeposits x Total Property: how-to guide for private landlords (insured)](https://content.mydeposits.co.uk/story/mydeposits-x-total-property-how-to-guide-private-landlords-ib/page/1)
4. [mydeposits: The dispute process](https://www.mydeposits.co.uk/dispute-process/)
5. [mydeposits: Evidence checklist for members](https://www.mydeposits.co.uk/wp-content/uploads/2024/08/Evidence-checklist-for-our-members-updated.pdf)
6. [mydeposits: Using photos and videos as evidence](https://www.mydeposits.co.uk/content-hub/using-photos-and-videos-as-evidence/)
7. [mydeposits: Fair wear and tear, what is it and how is it applied?](https://www.mydeposits.co.uk/content-hub/fair-wear-and-tear-what-is-it-and-how-is-it-applied/)
8. [mydeposits: Complaints](https://www.mydeposits.co.uk/complaints/)
9. [mydeposits: Insured-backed scheme launch onto Total Property](https://www.mydeposits.co.uk/content-hub/insured-backed-scheme-launch-onto-total-property/)