A Office (also referred to as a Branch) is an additional location within a Company (Agency or Company Landlord). Each office has its own name, email, address, and phone number. Staff, properties, tenancies, and billing details can be managed at the office level.
The system will display all offices in a table showing the Name, Address, Deposits Protected, and Total Protected Amount. The Head Office is always shown at the top of the list. Offices can be sorted and filtered by Name and Address.
The user must have the "Manage offices" permission to add offices.
Yes.
The user must have the "Manage offices" permission to edit office details. Note: The Head Office's details cannot be edited from the Offices tab - Head Office details are managed at the company level.
The Head Office is a company's primary office. It is always displayed at the top of the Offices list. The Head Office cannot be deactivated, and its details aremanaged through the company profile rather than the Offices tab.
Users with the Admin role have the "Manage offices" permission by default, which allows them to add and edit offices. For users with the Employee role, this permission is not enabled by default - an Admin must grant it. All company employees can view the office list and office details regardless of permissions.
The user clicks the Deactivate button either in the Offices grid or on the office's detail page. The system will prompt the user to select another active office to transfer all staff, properties, and tenancies to. Once confirmed, the office will be greyed out and moved to the bottom of the list. Deactivated offices are no longer available for selection in drop-down lists. Only users with the "Deactivate/reactivate offices" permission (Admin by default) can perform this action.
Yes. Once an office is deactivated, the button changes to Activate. Clicking it will reactivate the office, making it available again for selection across the system.
Yes. The Edit button remains available for deactivated offices, so the office details can be updated even while it is inactive.
Each office has a Staff tab showing all employees assigned to that office. Users with the appropriate permissions can add staff members to an office - either by inviting new users or adding existing company users. A staff member can belong to multiple offices. When inviting new staff, the Office field defaults to the Head Office but can be changed.
Billing details (debit cards and bank accounts) are managed per office. When a user navigates to the Billing section, the system displays a list of offices so payment details can be managed for each one. Bank or card details can also be duplicated to other offices if the company has more than one. The office list is shown in alphabetical order with the Head Office at the top.
Yes. Users with the appropriate permissions (Admin by default) can move a property to another office within the same company. This action is available before money is lodged or membership is confirmed. The system will display a list of offices within the company to choose from.
When an office is deactivated, all associated staff users, properties, and tenancies are automatically moved to the new office selected during the deactivation process. The Staff and Properties tabs for the deactivated office will then appear empty.
When an office is deactivated, all associated staff users, properties, and tenancies are automatically moved to the new office selected during the deactivation process. The Staff and Properties tabs for the deactivated office will then appear empty.
The user goes to Businesses > Billing , where the relevant office can be selected from the list on the left to view its billing details.
The Billing section contains two main areas:
The user navigates to the Billing tab and clicks Add card in the Card details section. They enter the Card Number, Expiry date, and CVV/CVC. The Save button will become active once all required fields are filled with valid values. By providing card information, the user allows mydeposits to charge the card for future payments in accordance with their terms.
In the Billing tab under Card details, the user clicks Replace card to update the card with new details, or clicks Delete to remove it.
Yes. The system displays an expiration warning in the Card details section. In the last month before expiry, a notification will appear: "In [n] days your card will expire." Once expired, the message changes to: "This card has expired." The user should replace the card before it expires to avoid payment disruptions.
The user navigates to the Billing tab and clicks Add bank details in the Bankdetails section. They select the bank's location (UK is the default), then enter the required fields: Account holder name, Account number, and Sort code. Clicking Save confirms the details. To update existing details, the user clicks Edit and makes the necessary changes.
Yes. When adding or replacing a card or bank details, a checkbox is displayed: "Add this card to other offices" (or "Add these bank details to other offices"). The user ticks it and selects the offices to apply the details to. A note will inform them: "For selected offices, this card/these bank details will replace existing ones, if any."
For Company Landlords and Agents, Global Credentials appears at the top of theoffice list in the Billing tab. Card details saved at the Global Credentials level are used exclusively for membership payments (e.g. Insured-backed membership). The info box reads: "Card details viewed and managed at the company level will be used exclusively for membership payments."
Company users need the "View billing details" permission to see the Billing tab, card details, and bank details. To add, change, or remove cards and bank details, the "Manage billing details" permission is required. Admins have both permissions enabled by default. Employees only see billing details for the offices they belong to. If a user does not have these permissions, the Billing tab will be hidden - they should contact their company Admin to request access.
If a user's permissions have been removed and they attempt to access a billing function, the system will redirect them to a 403 error page indicating they arenot authorised to perform that action. The user should contact their company Admin to have their permissions reinstated.
A user with the appropriate permission (Admin by default) can go to the Staff menu item and click Add staff member. They enter the employee's email, first name, last name, select an office, and assign a company role. The invited user will receive an invitation email and appear in the staff list with a "Pending" status until they complete registration. One or several employees can be invited at a time.
For users with a "Pending" status, the invitation can be resent (which invalidates the previous invitation link) or the invited user can be deleted from the company. Both actions are available from the staff grid and the user's profile. Once a user registers and becomes "Active", these options are no longer available.
Company roles define what permissions a staff member has within the company. The Admin role has full permissions by default - including managing staff, editing company details, managing offices, and handling deposits. Other roles (e.g. Employee) can be customised with specific permissions such as viewing properties, managing tenancies, managing billing details, or processing deposit releases. Only Admin users can create, edit, or delete roles and assign them to staff.
Yes, if the user performing the action has the appropriate permission. An user's account can be deactivated from their profile or from the staff grid, provided the account has no commitments (e.g. Active deposits, pending payments, or open release requests). A deactivation type must be selected ("Breach of terms" or "Customer request") and a reason canoptionally be provided. A deactivated user cannot log in, switch to the deactivated account, receive notifications for it, or be invited to other companies/properties.
The Staff menu item displays the staff list. The Members tab shows all users in the company, including their email, name, roles, office, and status (Active, Pending, or Inactive). The list can be filtered and sorted by most columns. If the company has branch offices, staff specific to each office can also be viewed via the Office page's Staff tab.
Company roles define what permissions a staff member has within the company. The Admin role has full permissions by default - including managing staff, editing company details, managing offices, and handling deposits. Other roles (e.g.Employee) can be customised with specific permissions such as viewing properties, managing tenancies, managing billing details, or processing deposit releases. Only Admin users can create, edit, or delete roles and assign them to staff.
A Role is a named set of permissions that controls what actions a user can perform within a company account. Each Role groups together specific permissions (e.g., viewing properties, managing tenancies, editing billing details), allowing Admins to easily assign the right level of access to each team member.
Every company account comes with two default Roles:
These default Roles cannot be deleted, but an Admin can customise the permissions within them.
Yes. Users with the Admin role can create additional custom Roles tailored to the company's needs (e.g., "Finance Manager", "Tenancy Coordinator"). Each custom Role can have its own combination of permissions. Custom Roles can also be edited or deleted.
Only users with the Admin role can view, create, edit, and delete Roles, as well asassign Roles to other company users. These permissions are reserved for Admin and cannot be granted to other Roles.
A user can be assigned up to 20 Roles. If an attempt is made to assign more than 20, the system will display an error message.
No. A user cannot change their own Role - only another user with Admin permissions can change it. This is a security measure to prevent users from escalating their own access.
Permission changes are applied within the user's current session (up to 15 minutes). If a permission is removed from a user's Role and they try to use the corresponding function, the system will either display a message stating they no longer have permission, or redirect them to an "Access Denied" (403) page.
Permissions for the Admin role apply across the entire company - all offices. Permissions for the Employee role (and any custom roles) apply only to the specific office(s) the user is assigned to. For example, an Employee can only view or manage properties within their own office, while an Admin can see everything company-wide.
All company users can, without any special permission
A newly created Role starts with three default permissions: View Feed, Manage My Profile, and View Company Details. Further permissions can then be added as needed.
Yes. Users with the Admin role can create additional custom Roles tailored to the company's needs (e.g., "Finance Manager", "Tenancy Coordinator"). Each custom Role can have its own combination of permissions. Custom Roles can also be edited or deleted.
Permissions are organised into the following groups:
Some permissions automatically include other permissions as prerequisites. For example, "Manage tenancies" automatically includes "View properties" and "View tenancies" - these do not need to be enabled separately. Included permissions are applied automatically but will not appear as ticked on the permissions screen.
Some permissions automatically include other permissions as prerequisites. For example, "Manage tenancies" automatically includes "View properties" and "View tenancies" - these do not need to be enabled separately. Included permissions are applied automatically but will not appear as ticked on the permissions screen.
Email Preferences allow a company to control who receives account-wide emails. They can be found by navigating to the Company profile and looking for the "Email preferences" section. The user must have the appropriate permissions to view or edit these settings.
The following options are available:
Multiple options can be selected at the same time (e.g. Both "Impacted users" and "Central email"), and at least one option must be selected when emails are switched on.
In the Email Preferences section, the user can switch the "Get emails" toggle to OFF. A message will confirm that incoming emails have been switched off. When emails are turned off, all other preference options are saved but disabled until emails are switched back on.
When the "Specific users" option is selected, a search field appears with the placeholder "Search by name, email". The user can search for and select any active employee from the company (across all offices). Each selected user will appear as a card showing their full name (linked to their profile)and email address. A user can be removed by clicking the delete action in edit mode.
Yes. Certain critical emails are always sent directly to the relevant user and cannot be suppressed by Email Preferences. These include:
These emails are considered essential for account security and access.
The system will send only one email per action. If a user's email address falls under both the "Impacted users" and "Specific users" categories, they will not receive duplicate emails.
If a user selected under "Specific users" is deactivated or deleted from the company, they will no longer receive emails. However, they are not automatically removed from the list - the admin will need to manually remove them. If the admin tries to save while a selected user has been deactivated, the system will display a concurrency message alerting them to the change.
Not automatically through the system. If "Central email" or "Specific users" is selected instead of (or without) "Impacted users", the responsible employee receiving the email will need to forward it or notify the impacted user by other means outside the system. To ensure the person involved always receives a notification, "Impacted users" should be kept selected alongside the other choices.
Certificate Customisation allows landlords and agents to personalise their Deposit Protection certificates (Prescribed Information) by uploading a signature andlogo. Once saved, these are automatically applied to any certificates generatedor regenerated for their deposit protections.
Two types of images can be uploaded:
Each file must be no larger than 5 MB.
One signature and one logo can be saved at a time
Yes. When a signature or logo is uploaded, the system provides a cropping tool that allows the user to select the area, change its position, and zoom in or out. By default, the system selects a square with the largest possible diameter.
Once a signature or logo has been uploaded, a note will appear: "To preview the customised certificate page, download it here." Clicking the link opens a new tab showing a progress bar while the PDF is generated, and thendisplays the preview of the certificate.
The signature and logo will be applied to all new certificates produced after the logo or signature change.
If a signature or logo is removed, any certificates that were previously generated with them will still display the old signature/logo. The removed signature or logo will only stop appearing on future certificates.
The system applies the signature and logo of the Property Manager (PM) for the deposit. If the Agent is the PM on a deposit, their signature and logo will appear on the certificate - not the landlord's.
For Private Landlords, the section is always visible - no special permissions are needed. For Company Landlords and Agents, the company admin must grant the relevant permissions:
Yes. Any updates made to the signature or logo will be visible to all employees within the company and will also be reflected on the tenant's side of the certificates.