Claim Process Overview

If the claim is a rent only claim and/or are looking to find out more about our revolutionary 1 working day guaranteed rent claim process, then have a look at our explanation and guidance here (though be reassured that raising a claim is exactly the same way and we take care of the rest!).

If a claim involves any other forms of financial loss (e.g. damage, cleaning, decorating), then the claim journey is below. It's worth noting that a claim can be agreed or withdrawn at any stage of the claim process - and we currently see 40% of cases resolved by the end of self-resolution - but the full possible process is (please click on the links to see specific guidance):

• Raising a Claim - There are 28 calendar days from the end of tenancy to notify Zero Deposit of a claim. During this period you need to attempt to resolve any financial loss directly. If that has not been possible, then a claim will be raised.

• Tenant Response - Once a claim is raised, a tenant has 5 working days to respond to that claim. They can agree to the claim or say how much they believe is owed.

• Self-Resolution - A claim will then enter self-resolution, a new stage where agent/landlord and tenant can negotiate to come to an agreement about the amount owed. This will last 5 working days, with a further 5 working days if needed to continue negotiations. There is separate guidance for landlord/agents and tenants. 

• Landlord/Agent Evidence - If this has been unsuccessful, we will then ask the landlord or agent to provide evidence. There are 5 working days to do this.

• Tenant Evidence - The tenant(s) will then have 5 working days to review that evidence and provide their own.

• Evidence Review - We will then review the evidence to identify: a) if any clarification is needed; and b) identify any final opportunity to reach an agreement between landlord and tenant. This will last a maximum of 5 working days.

• Adjudication - The Dispute Service will then adjudicate on the claim. This lasts up to 20 working days and provides a final judgement on the claim value. Zero Deposit is bound by the TDS decision. 

• Payment - For the landlord/agent, if we have bank details, we will make payment within 2 working days. This can take up to 10 days to reach the account, depending on the bank. If not, we will ask for details and then make payment. For the tenant, once the claim is finalised, you can then make payment of that amount.  

The Dispute Service formally assess any disputes where landlord and tenant(s) are unable to reach agreement. They review all the evidence and provide a fair and impartial decision on how much is owed. This process is called “adjudication”. This is an intensive process, so takes up to 20 working days. 

When an adjudication has been made, all parties - landlord, tenant, and Zero Deposit - are bound by that decision. We will therefore pay that amount to the landlord and request payment from the tenant(s). 

The Dispute Service operate the longest service tenancy deposit protection scheme in the UK. They are independent of both landlord and tenant, so are perfectly placed to make the fairest possible decision.