Building a Better End of Tenancy: How The Depositary Responds to Tenant Concerns and Elevates Agent Standards
A recent article published by The Negotiator highlights troubling findings from Generation Rent, showing that a third of tenants struggle to get their deposit back in full. The piece paints a picture of a fragmented and sometimes opaque end-of-tenancy process that leaves tenants frustrated and agents under scrutiny. These concerns aren’t new—but they are entirely addressable.
At The Depositary, we believe the letting industry can—and must—do better. That’s why our platform was designed by agents, for agents, to streamline, clarify, and professionalise every step of the tenancy conclusion journey. And it’s already working.
Turning Complexity into Clarity
One of the strongest critiques in the Generation Rent survey is the lack of transparency around deductions and delays. This isn’t just frustrating for tenants—it puts agents at reputational and regulatory risk.
With The Depositary, transparency is baked in:
Tenants receive 4 x weekly guidance emails in the run-up to their move-out, covering everything from cleaning expectations to final meter reads and closing down utility accounts.
Our documentation clearly explains how to return the property to minimise or eliminate deductions, based on factual, objective standards.
We offer tenants the option to:
Book a clean through an agent’s preferred supplier
Choose another professional cleaner
Or clean the property themselves, in full compliance with the Tenant Fees Act
This not only empowers tenants with choice but ensures expectations are clearly defined, greatly reducing disputes at the end.
A Fairer, Faster, More Professional Process
Another major concern raised by tenant campaigners is the slow pace of deposit returns. Nationally, the average time for a return is 21 days. With The Depositary, the average is just 12 days—nearly 50% faster.
With over 63,500 tenancies concluded via our platform, we’ve built a system that supports agents while keeping tenants front of mind:
Automated workflows ensure nothing falls through the cracks—from check-out to final deductions
Centralised documentation means tenants and landlords know exactly what’s been said and done, and when
Our negotiation and dispute escalation process is approved by both TDS and mydeposits, ensuring compliance, fairness, and speed
Compliance Without Compromise
Letting agents already operate in a highly regulated space—and it’s only getting more complex. The Depositary helps you stay ahead, not just compliant:
Our platform is fully aligned with the Tenant Fees Act, deposit scheme guidance, and relevant consumer legislation
Built-in checks and timeframes prevent breaches before they happen
Clear digital audit trails mean you’re always ready for scrutiny—whether from a tenant, landlord, or regulator
Trusted by Tenants, Backed by Industry
It’s easy to assume that tenant advocacy groups are “anti-agent” by default. But the truth is, the majority of renters simply want a fair, transparent, and timely process. The Depositary helps letting agents deliver exactly that—without the admin overload.
By raising standards, improving efficiency, and embedding fairness, our platform not only solves the pain points Generation Rent is campaigning on, it also:
Reduces staff time spent chasing paperwork and emails
Increases landlord satisfaction and retention
Reinforces your agency’s commitment to best practice and consumer fairness
Final Thoughts
Tenant concerns about deposit deductions, transparency, and slow refunds aren’t going away. In fact, they’ll continue to attract press and political attention. But instead of waiting for new regulation to be imposed, agents can take the lead.
With The Depositary, you’re not just protecting your business—you’re actively improving the reputation of our industry.
To see how The Depositary can transform your end-of-tenancy workflow and enhance trust in your lettings business, visit thedepositary.com or book a demo today.
