The important date is when you and your landlord agree how much should be returned. GOV.UK says the deposit must be returned within 10 days of that agreement—not automatically 10 days after moving out. If the amount is disputed, contact the deposit scheme promptly.
This guide concerns tenancy deposits in England and is general information, not legal advice. A tenancy deposit is separate from any payment for a cleaning service.
Which clock applies?
| Situation | What to do |
|---|---|
| Deposit received for an assured periodic tenancy | The landlord must protect it within 30 days. Check your scheme details. |
| You both agree the amount to return | The 10-day return period runs from agreement. Keep that agreement in writing. |
| You disagree about a deduction | Use your scheme's current dispute process and check its deadline straight away. |
| You cannot find a protected deposit | Read GOV.UK's guidance and seek tailored help from Shelter or Citizens Advice. |
GOV.UK's deposit-protection guidance sets out the protection and return rules. Different tenancy arrangements can have different protections; check which applies to you.
Before handing back the keys
Prepare an evidence folder while you still have access. Include the tenancy agreement, check-in inventory, original photos, relevant messages and any receipts. Then add the check-out report when it is available.
Photograph each room after cleaning. Take wide views and close-ups of disputed items, especially the oven interior, sinks and cupboard interiors. Keep the original files rather than only compressed copies sent in a chat. A photo cannot show everything—odour, for example—so pair it with written records.
Ask to attend the check-out if possible. Read the report before agreeing that it accurately describes the property. Record your meter readings, return the keys as agreed and keep confirmation of the handover.
Our cleaning checklist helps you organise the work; fair wear and tear explains why condition and cleanliness are different questions.
Ask for the deposit back in writing
Send a clear request through the landlord, agent or scheme's normal channel. Include the property, tenancy end date and deposit reference. Ask them to confirm the proposed return and give itemised reasons and supporting evidence for deductions.
Keep the request and replies. Confirm any agreement in writing. Share bank details only through a verified channel and be cautious about unexpected requests to change payment details.
If you disagree with a deduction
Ask what was different between check-in and check-out, which evidence shows it and how the amount was calculated. Respond to each item separately. If the issue is one dirty appliance, distinguish it from a claim for the whole property.
If discussion does not resolve it, check the scheme's dispute service:
- Deposit Protection Service: tenant dispute process
- mydeposits: raise a dispute
- Tenancy Deposit Scheme: tenant dispute guidance
Check whether your deposit is in an insured or custodial scheme. The steps and deadlines differ. Follow the deadline in your scheme's current rules and correspondence; do not assume a general three-month rule applies to every case. Don't wait for a cleaning company to reply before protecting your dispute deadline.
What cleaning evidence can and cannot prove
A cleaning receipt shows a service was purchased. A report and photographs help show what was done. Neither automatically proves that the check-out matched the check-in standard or settles a deduction.
A professional clean also cannot repair damage or reverse normal ageing. If a claim concerns a damaged carpet, a missed clean and an old wall finish, address those as separate issues.
Shared houses in Sussex
If housemates move on different days, agree who is responsible for the final shared-space check. Photograph the kitchen and bathroom after the last person finishes, not just when the first person leaves. Keep a shared record of tasks and key returns without posting anyone's private documents publicly.
When a cleaner can help
Consider help if you cannot return to the property or the move leaves no time to clean. Candour's move-out clean includes a photo report. You remain responsible for checking your tenancy records and dealing with the deposit scheme; we cannot guarantee a particular deposit outcome.