Frequently Asked Questions

How do I know my details are safe if I pay online?

We take your security extremely seriously. We comply with the Payment Card Industry Data Security Standard (PCI DSS). The standard has 12 high-level requirements to ensure that card data is protected. This means you can be confident that we are processing your card details in a compliant, secure & responsible way.

The landlord says I owe them a balance, but I am already paying Zero Deposit. Am I paying twice for the same balance?

No, you should not be paying for the same amount twice. However, if your landlord claims more from you than the total cover provided by the Zero Deposit Guarantee, you may need to pay them money, too. You should always be clear about what you are paying and why if the landlord asks you to pay additional costs.

If you feel that you are paying the balance owed twice, please contact the Zero Deposit Recoveries team as outlined in the answer: “I have already paid the landlord. What can I do?”.

I have already paid the landlord. What can I do?

If you have already paid the balance that Zero Deposit is requesting, please get in touch urgently and share your proof of payment. This should detail the date, the amount and method of payment. You will need to send this to [email protected], and you should also let your landlord know. We will then liaise with your landlord to confirm that they have received your payment. You will not need to pay us if you have already paid the landlord the full amount.

I paid Zero Deposit for the guarantee, so why do I still owe money now?

The Zero Deposit Guarantee, which you purchased at the start of your tenancy, protects your landlord against financial loss or damage. It replaces a security deposit, but you remain responsible for any financial loss or damage due to the landlord, as you would with a traditional tenancy deposit.

Our claims process is designed to ensure a fair outcome for both landlords and tenants after reviewing all the evidence provided to us.

When our process has determined that your landlord is entitled to claim some money under the Zero Deposit Guarantee, we will pay that amount to your landlord, and it is your responsibility to pay us.

When you started your tenancy, all tenants agreed to be “jointly and severally liable” for any breaches of the tenancy agreement. This means you all take equal responsibility for ensuring that any amount is paid in full. Therefore, you each legally owe any amount outstanding until the claim is fully paid.

I rented with other people, can I pay a portion of the balance?

Yes, we allow tenants to make partial payments for a claim. You can request it by calling our support team on 0333 200 2542. Please make sure you have your claim reference number available.

The landlord has treated me unfairly, can I claim against them with Zero Deposit?

Unfortunately, we can only consider a claim concerning the guarantee, which means we cannot consider any counterclaim. You will need to take up any counterclaim directly with your landlord. We can’t discount your liability in relation to a claim that you have against the landlord. This is because the guarantee only covers your liability.