If your tenancy deposit is not returned after 10 days, don’t keep “chasing politely” forever. In the UK, this is the point where you stop repeating the same request and start moving through a clear escalation path: evidence, formal request, deposit scheme dispute (if protected), or a Letter Before Action (if it isn’t).
This guide is written for the common real-world situation: tenancy ended, keys returned, you’ve asked, and you’re getting slow replies, vague promises, or silence.
First: what the “10 days” usually means in the UK
“10 days” most often refers to the typical expectation after you’ve agreed how much deposit is being returned (for example, you accepted deductions in writing). If there’s no agreement yet, the landlord/agent may stall by claiming they’re “still assessing” deductions. In practice, you still treat this as a timeline problem: you gather proof, set a deadline, and escalate.
Before you do anything else, confirm the two facts that decide the entire route:
- Was your deposit protected? (One of the UK tenancy deposit schemes.)
- Did you agree deductions in writing? (Email/WhatsApp counts if it’s clear.)
What people usually get wrong (and it costs them weeks)
- They keep “following up” with no deadline. If there’s no deadline, there’s no pressure.
- They argue about every deduction before asking for the basics. Your first win is: confirm scheme + get the deposit status + get a payment date.
- They don’t build a clean timeline. A simple timeline is what makes disputes/complaints move.
- They assume the agent can’t help. If an agent handled the deposit, you can escalate via the agent’s formal complaints process too.
Step-by-step fix (do this in order)
Step 1 — Collect the “minimum evidence pack” (15 minutes)
Put these in one folder:
- Tenancy agreement (or at least start/end dates and address)
- Proof tenancy ended: checkout email, key return, move-out confirmation
- Any deposit protection certificate / prescribed information (if you have it)
- Move-in inventory + move-out checkout report (if provided)
- Your request for repayment + any replies
- If you agreed deductions: the message/email showing the agreed amount
Step 2 — Check if your deposit is protected (this decides the fastest route)
If you already have the scheme name/certificate, great. If not, search each scheme using your details. In practice, you only need to know: is it protected and where.
If you discover it’s not protected (or you were never given the prescribed information), skip to the “Escalation path” section below. That route is different and usually much stronger for you.
Step 3 — Send one clear “deadline message” (copy/paste template)
Send this to the person who controls the money (agent or landlord). Keep it calm and specific:
Template:
“Hi [Name], my tenancy at [Address] ended on [Date]. We agreed the deposit return of £[Amount] on [Date of agreement]. It has now been over 10 days and I haven’t received payment. Please confirm the payment date and reference within 48 hours. If I don’t receive confirmation, I will raise this through the deposit scheme dispute/complaints process (and escalate formally if the deposit isn’t protected).”
Why this works: you’ve set a short deadline and signposted the next action. Most slow cases move here.
Step 4 — If protected: trigger the scheme process (don’t wait)
If the deposit is protected, the fastest way to force movement is usually the scheme’s repayment/dispute flow. The key is: you start it, not them.
- If the agent/landlord hasn’t started repayment: start/ask the scheme for the repayment process so the landlord has to respond.
- If there’s a disagreement about deductions: use the scheme’s free dispute resolution (ADR) if available.
In practice, once the scheme is involved, “ghosting” becomes harder because there are formal steps and deadlines.
Step 5 — If an agent is involved: use the formal complaints route
If you dealt with a letting agent, you can escalate through:
- the agent’s internal complaints process (ask for it explicitly)
- their redress scheme route after you’ve followed the steps / hit deadlock
This is useful when the deposit is being delayed by admin, not a real dispute.
When this doesn’t work (and what that usually means)
If you sent a deadline message and still get silence, it usually means one of these:
- They know the deposit protection is weak/non-existent and they’re hoping you drop it.
- They’re stalling to invent deductions (cleaning, “damage”, missing items) after the fact.
- They’re disorganised and won’t act until there’s a formal trigger (scheme/complaint/LBA).
At this point, stop negotiating by message. Move to escalation.
Escalation path (UK) — the route that usually works
Route A — Deposit protected (best case)
- Start the repayment/dispute route in the scheme.
- Upload your evidence pack + a simple timeline (5–8 bullet points).
- Stick to facts: dates, amounts, reports, photos, agreed deductions.
What usually happens: either the landlord agrees to release funds quickly, or the scheme forces a decision route.
Route B — Deposit not protected (or prescribed info missing)
If the deposit wasn’t protected correctly, your escalation becomes more direct. In practice, the next step is a formal Letter Before Action asking for repayment and stating you will start a claim if it’s not resolved by a deadline.
What you do:
- Write a short Letter Before Action (LBA) with: address, tenancy dates, deposit amount, request for repayment, deadline (e.g., 14 days), and your next action.
- Send it to the landlord’s postal address (and email too if you have it).
- Keep proof of sending.
What usually happens: once they realise you’re not “just asking”, many cases settle quickly. If not, you have a clean path to start a formal claim.
Route C — Agent stalling
- Ask for the agent’s complaints procedure.
- Submit a complaint with your timeline + evidence pack.
- If you hit deadlock/no response within the stated time, escalate via the redress route.
FAQ (long-tail)
Can a landlord keep my deposit longer than 10 days?
If you’ve agreed the return amount/deductions, delaying beyond that is usually unjustifiable. If there’s no agreement, they may claim they’re still assessing. In practice, you treat it the same way: set a deadline, request the scheme details, and start the scheme/complaints route so the delay becomes formal rather than endless messaging.
What if the landlord won’t tell me which deposit scheme it’s in?
That’s a red flag. Use your details to check each scheme directly. If you still can’t find it, keep your evidence and escalate as “not protected until proven otherwise”. Many delays are caused by landlords avoiding accountability. A short deadline message plus an escalation statement usually forces either the scheme details or a clearer next step.
What if they claim deductions after we already agreed an amount?
Once you have a clear written agreement on the amount being returned, late new deductions are usually a stalling tactic unless there’s genuinely new evidence. Reply with the agreement proof, refuse to renegotiate by chat, and move to the scheme dispute/complaints route. The fastest path is to put the decision into a formal process, not an argument.
How long does a deposit scheme dispute take?
It varies, but the key point is that it creates a real timeline and forces responses. Most people lose weeks by waiting for “next week” replies. Once you open the process, you can usually submit evidence quickly and the other side must respond. Even when it takes time, you’re no longer stuck in silence.
Do I need a solicitor to get my deposit back?
Not always. If the deposit is protected, the scheme route often resolves it without lawyers. If it’s not protected, many people start with a well-written Letter Before Action and only escalate further if ignored. The important part is doing the steps in order and keeping your evidence pack clean and factual.
What should I include in a “timeline” for the dispute/complaint?
Keep it short: tenancy start/end, deposit paid amount/date, move-out date, checkout report date, your repayment request date, any agreed deductions date, and the last time they promised payment. Attach key screenshots/emails. In practice, a simple timeline wins because it removes emotion and makes it easy for a third party to see what happened.
Final next step
If it’s been over 10 days and you’re still getting delays or vague replies, stop repeating the same follow-up. Send a deadline message, then move into the scheme/complaints route (or LBA if it’s not protected). That’s the point where cases usually start moving.
Stuck at the escalation stage?
Share the key facts (dates, deposit amount, and whether it was protected) and we’ll point you to the best next step.
General UK guidance only. Not legal advice.
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