The 'Release Agreed' status means that both parties have reached an agreement on how the deposit should be released. This could be because the property manager accepted the release request without claiming any deductions, the tenant agreed to the proposed deductions, or all settlements were resolved during negotiation. No further negotiation is required at this stage.

No. Once a release request reaches the 'Release Agreed' status, it cannot be cancelled. Cancellation is only available at the earlier Open or Negotiation stages before an agreement is reached.

The chat feature is available during the active stages of the release request process. Once the release request reaches 'Release Agreed', the negotiation process is complete. Previous chat messages can still be viewed in the release request for reference.

The release details can be viewed by logging in to the relevant account, navigating to the deposit, and selecting the 'Release request' tab. The agreed settlement amounts (if any) and release breakdown will be displayed there.

• Custodial - mydeposits holds the deposit funds. Once the release request reaches 'Release Agreed' and valid bank details have been provided, mydeposits will process an outgoing payment directly to the relevant party's bank account for the agreed amount.
• Insured-backed - The deposit is held by the landlord or agent, not by mydeposits. If the release request is in 'Release Agreed' status, it means the tenant has already confirmed receipt of the agreed deposit amount from the property manager (or confirmed that no amount was due to them). No further action is required - the release process is complete and the deposit protection will have ended.

Once the release request is in 'Release Agreed' status and valid bank details are on file, mydeposits will process the outgoing payment. Payments are typically processed within 5 working days, though this may vary.

If the release request has been agreed but bank details have not yet been provided, the system cannot process the payment. The relevant party will need to log in to their account, go to the release request, and enter or confirm their bank details so the payment can be triggered. Until bank details are provided, the release request may remain in an earlier status (such as 'Unclaimed') before moving to 'Release Agreed'.

Once the property manager has returned the agreed deposit amount, the tenant should go to the 'Release request' tab and click 'Complete'. They will be asked to confirm the amount received and agree that it matches what was expected. Once confirmed, the release request status will move to 'Release Agreed' and the deposit protection will end.

• Custodial - mydeposits holds the deposit funds. Once the release request reaches 'Release Agreed', mydeposits will process the payments directly - the agreed amount will be returned to the tenant's bank account, and any agreed deductions will be paid to the property manager's nominated bank account. No further action is required from the property manager, but they can monitor the release progress and view the agreed settlement details on the release request page.
• Insured-backed - The property manager holds the deposit funds directly. The 'Release Agreed' status means the tenant has already confirmed receipt of the agreed amount (or confirmed that no amount was due to them). There is nothing further for the property manager to do - the release process is complete and the deposit protection will have ended. The release details and any agreed settlements can be viewed on the release request page for their records.

• Custodial - mydeposits holds the deposit funds. Once the release request reaches 'Release Agreed', mydeposits will process the payments directly - the agreed amount will be returned to the tenant's bank account, and any agreed deductions will be paid to the property manager's nominated bank account. No further action is required from the property manager, but they can monitor the release progress and view the agreed settlement details on the release request page.
• Insured-backed - The property manager holds the deposit funds directly. The 'Release Agreed' status means the tenant has already confirmed receipt of the agreed amount (or confirmed that no amount was due to them). There is nothing further for the property manager to do - the release process is complete and the deposit protection will have ended. The release details and any agreed settlements can be viewed on the release request page for their records.

The 'Open' status means a release request has been submitted and is awaiting the other party's first response. If a tenant initiated the release request, the property manager needs to respond. If a property manager submitted the release request with settlements, the tenant needs to respond.

A release request enters 'Open' status when:

• A lead tenant initiates a release request (with or without settlements), or
• A property manager initiates a release request with settlements.

If a property manager initiates a release request without settlements, the release request is created in 'Unclaimed' status instead (not 'Open').

While the release request is in 'Open' status:

• Property manager (responding to a tenant-initiated release request): The property manager can choose to release the whole deposit (accept the request) or add settlements to begin negotiation.
• Lead tenant (responding to a PM-initiated release request with settlements): The tenant needs to provide their leaving date (or confirm the tenancy did not start), provide their bank details, and then accept or negotiate the settlements.
• Property  manager (who initiated the release request with settlements): The property manager can add, edit, or delete settlements before the tenant's first response.
• ‍Initiating party: The party who initiated the release request can cancel it before the other party responds.

Yes. The party who initiated the release request can cancel it while it is in 'Open' status, provided the other party has not yet responded. Once the other party responds, the cancel option is no longer available to external users. The release request can be cancelled by clicking the 'Cancel release request' button on the release request page. A reason for the cancellation can optionally be provided.

Yes. Both the property manager and lead tenant can upload documents while the release request is in 'Open' status. Evidence can be attached to settlements. Documents can be uploaded at any time until the release request reaches 'Accepted' status.

The release request status will change depending on the response:

• If the responding party accepts (e.g. The property manager releases the whole deposit, or the tenant accepts all settlements), the release request moves to 'Accepted' or 'Unclaimed' status.
• If the responding party adds settlements or offers a new amount, the release request moves to 'Negotiation' status.

The chat feature becomes available once the release request has been submitted with settlements. Both the property manager and lead tenant can use the chat to communicate about the release request.

The 'Respond' icon (with the tooltip 'Outstanding negotiation') appears next to a release request when it is the user's turn to respond - either to provide a first response or to negotiate settlements. It is displayed for both property managers and tenants when action is required from them.

• Custodial - The 'Open' status itself does not have a fixed time limit - it remains open until the other party responds. However, after 14 calendar days without a response, the single release option becomes available.
• Insured-backed - There is no fixed time limit on the 'Open' status for insured-backed deposits. However, if the property manager has not responded to the tenant's release request and/or the deposit protection 90-daytimer is approaching its end, the tenant will have the option to move the release request into Negotiation. This means the tenant does not need to wait indefinitely for the property manager to respond - the system provides a route to progress the release request before the protection period expires. If the release request was started by the property manager (with settlements), the 'Open' status is subject to the 90 calendar day deadline linked to the end-of-tenancy timer. If the deadline passes without resolution, the release request will be automatically closed due to inactivity and the deposit protection will end.

The single release is a one-way process available for custodial deposits only. It allows a party to release deposit funds when the other party has not responded to their release request. For a tenant, this means they can get their deposit back. For a property manager, it allows them to cover deductions for damage or other claims.

A single release can be initiated once the other party has not responded to the release request for two weeks (14 calendar days). After this period, the 'Initiate single release' option will become available on the release request page.

The initiating party navigates to their release request page and selects the 'Initiate single release' action. They will be guided through a stepper where they provide the required information. Once confirmed, the system will generate a Statutory Declaration document in PDF format, which will appear in the Single Release section of the release request.

A Statutory Declaration is a legal document generated by the system based on the information the user provides. They must download it, print it out, and have it signed by a solicitor, commissioner of oaths, or magistrate. Once signed, they need to upload photos or scans of the signed document back into the system. Both physical signatures and e-signatures are acceptable.

Once the signed Statutory Declaration is uploaded and confirmed, it will be assigned a 'Pending' status, meaning it is waiting to be reviewed by the mydeposits support team. The user will be notified once the review is complete.

There are two possible outcomes:

• Approved - the process moves forward and the other party is given a further two weeks (14 calendar days) to respond to the release request.
• Rejected - the support team will provide a reason for the rejection. The user can amend their Statutory Declaration and resubmit it for review.

Yes. A Statutory Declaration can be amended if it is still in 'Pending' status (not yet reviewed) or if it has been 'Rejected'. The user selects the amend action and completes the stepper again with the corrected information. Once the Statutory Declaration has been approved, it can no longer be amended.

The other party will be notified and given two weeks (14 calendar days) to respond to the release request. A countdown timer will be displayed on the release request page showing the remaining time for them to respond.

If the other party responds at any point before the deadline expires, the release request will move to the Negotiation stage and the single release process will be cancelled. Both parties will then continue through the standard negotiation process.

Yes. Both parties can continue to use the chat and upload evidence at any point during the single release process. However, once the Statutory Declaration has been submitted for review (in 'Pending' or 'Approved' status), settlements can no longer be added, edited, or deleted.

Single release details are displayed in a dedicated 'Single release' section on the release request page. This section shows who started the single release, the status of the Statutory Declaration, the approval date (if approved), and the response countdown timer.

After a release request has been started, both parties can negotiate to reach an agreement on the deposit release.

• The tenant can view the property manager's initial proposed release terms and respond by either accepting a settlement or offering a new amount.
• The property manager can then respond by accepting the tenant's proposed amount, proposing a revised amount, or reverting to the original amount.
• There is no limit to the number of negotiations or proposals.

The aim is to consider the evidence provided and reach a fair resolution for all parties.

Both parties can accept settlement amounts by selecting 'Accept settlement' under each settlement. If all proposed amounts are accepted, they can click 'Accept all' to confirm.

• Custodial: The deposit will then automatically be released based on the agreed terms once the tenant has provided or confirmed their bank details.‍
• Insured-backed: Once all settlements are accepted, the release request moves to Unclaimed status. The tenant must confirm they the agreed deposit amount from the property manager (as the deposit is held by the property manager, not the scheme). Once confirmed, the release request is completed.

• Custodial: Agreed amounts are paid automatically by the scheme once both parties have accepted the settlement terms and the tenant's bank details are confirmed.‍
• Insured-backed: The property manager is responsible for returning the agreed deposit amount directly to the tenant outside of the platform. The tenant must then confirm receipt of the funds on the platform to complete the release request.

Either party can offer a new amount during negotiation:

• Select 'Offer new amount' under the relevant settlement.
• Enter the new proposed amount.
• Add a comment explaining the reasoning.
• Click 'Renegotiate' and confirm the offer.

Yes. The property manager can add a new settlement during negotiation, and the tenant will be notified. The option is located next to the 'Settlements' section on the release request page.

Note (Insured-backed only): Settlements cannot be added if the property manager has already indicated that the whole deposit has been returned to the tenant.

Yes. Both parties can add evidence throughout the negotiation process. It is recommended that evidence is added early to help reach an agreement.

The chat feature allows tenants and property managers to discuss settlements and negotiations during the release request process.

• Documents and evidence can be shared and saved to settlements.
• Shared files can be added as evidence by using the options menu (three dots).
• Messages are stored with the release request and can be reviewed by the resolution team if needed.

• Custodial: The release request must be resolved or moved to resolution within 100 calendar days (to be confirmed) from the start of the release request. If the release request has been in Negotiation for this period without resolution, it will automatically be sent to the resolution team. Additionally, if there is no activity (no negotiation or response) for 14 calendar days, the system may also automatically escalate the release request.‍
• Insured-backed: The parties have 90 calendar days from the leaving date to complete the release request or move it to resolution. If the release request is not completed or escalated within this timeframe, it will be automatically closed and the deposit protection will end. No further action can be taken and the resolution service will no longer be available.

If no agreement is reached during negotiation:

• Either party can start a formal resolution process.
• Custodial: If neither party initiates resolution in time, the case will automatically be sent to the resolution team.‍
• Insured-backed: There is no automatic resolution start. Either party must manually initiate the resolution process. If neither party acts, the release request will be automatically closed when the end-of-protection deadline passes.

• Custodial: If either party does not respond during negotiation within 14 days, the release request will automatically be sent to the resolution team to avoid delays.
• ‍Insured-backed: If one party does not respond during negotiation, the 'Initiate resolution' option becomes available to the other party at a certain point before the deposit protection timer ends, allowing them to escalate the dispute to the resolution team.

The Unclaimed status means the release request has been agreed - there are no outstanding settlements to negotiate - but the deposit has not yet been fully returned to the tenant. What happens next depends on the scheme:

• Custodial: The deposit is held by mydeposits. The tenant needs to provide or confirm their bank details so that the agreed payment can be sent to them. Once bank details are submitted, the payment will be triggered automatically and the release request status will be updated.
• Insured-backed: The deposit is held by the property manager, not mydeposits. The tenant needs to confirm whether or not they have received the agreed deposit amount directly from the property manager (outside of Total Property). The tenant can either:
  • Click 'Complete' to confirm they have received the expected amount, which will close the release request.
  • Click 'Negotiate' to advise they have not received the expected amount, which will move the release request into Negotiation with a new settlement for the outstanding balance.

If the property manager does not return the agreed deposit amount to the tenant, the tenant can raise a resolution with mydeposits. Before resolution can begin, the property manager must lodge the disputed deposit amount with mydeposits for safekeeping. If the property manager fails to lodge the funds, their insured-backed membership may be cancelled and the case may be referred to the insurer.

• Custodial: The "Unclaimed" status means the release request has been agreed - there are no outstanding settlements to negotiate - but the tenant has not yet provided their bank details so that the deposit payment can be sent to them. The release request will remain in this status until the tenant submits their bank details.

• Insured-backed: The "Unclaimed" status means the release request has been agreed - there are no outstanding settlements to negotiate - but the tenant has not yet confirmed whether they have received the agreed deposit amount directly from the property manager. The tenant needs to select either "Complete" or "Negotiate" to proceed.

A release request can move to "Unclaimed" from several stages:

• A resolution case was rejected by the case assessor and there is an amount due to the tenant.
• The property manager initiated the release request without any settlements (i.e. They agreed to return the full deposit).
• The property manager responded to the tenant's release request and proceeded without settlements.
• The last settlement was accepted and there is an amount due to the tenant.

• Custodial: The deposit funds continue to be held by mydeposits. The release request will remain in "Unclaimed" status until the tenant provides their bank details, at which point the payment will be triggered and the release request will proceed. The system will not automatically close the release request while the funds are still held.

• Insured-backed: If the tenant does not select "Complete" or "Negotiate" within 90 calendar days, the release request will be automatically closed and the deposit protection will end. Notifications will be sent before this happens, so it is important for the tenant to act promptly.

Yes, but the possible transitions depend on the scheme:

• Custodial:
  
  • Unclaimed → Accepted - Once the tenant provides their bank details and the outgoing payment is triggered, the release request moves to "Accepted."
  • Unclaimed → Cancelled - The release request may be cancelled from "Unclaimed."
• Insured-backed:
  
  • Unclaimed → Accepted - The tenant clicks "Complete" to confirm they have received the agreed deposit amount from the property manager. The release request moves to "Accepted" and the deposit protection ends.
  • Unclaimed → Negotiation - The tenant clicks "Negotiate" to advise they have not received the agreed deposit amount (or only received part of it). A new settlement is created for the outstanding amount and the release request moves back into "Negotiation." This cycle of Unclaimed → Negotiation → Unclaimed can repeat until the matter is fully resolved.
  • Unclaimed → Closed - If the tenant takes no action within 90 calendar days, the release request is automatically closed and the deposit protection ends.
  • Unclaimed → Cancelled - The release request may be cancelled from “Unclaimed.”

Yes, both the property manager and lead tenant receive notifications at key points:

• Custodial:·        
• Insured-backed:·        

This can happen if the lead tenant on the tenancy has changed. When a new lead tenant is assigned, the system requires fresh bank details before the deposit payment can be processed - even if the release request was previously resolved or the PM had already accepted the release.

This can happen if the lead tenant on the tenancy has changed. When a new lead tenant is assigned, the system requires fresh bank details before the deposit payment can be processed - even if the release request was previously resolved or the property manager had already accepted the release.

Clicking "Complete" allows the tenant to confirm that they have received the agreed deposit amount from the property manager. The tenant will be asked to confirm the amount received and agree that it matches what was expected. Once confirmed, the release request will be closed and the deposit protection will end.

Clicking "Negotiate" allows the tenant to advise that they have not received the agreed deposit amount (or have only received part of it) from the property manager. The tenant will be asked to provide the amount received so far and confirm they still require the remainder. The release request will then move into "Negotiation" and a new settlement for the outstanding amount will be created.

Under the insured-backed scheme, the deposit is held by the property manager (not by mydeposits). Therefore, the return of the deposit happens directly between the property manager and the tenant, outside of the Total Property system. The "Unclaimed" stage is where the tenant confirms whether this direct return has taken place.

Yes. The property manager can confirm the amount they have returned directly to the tenant. Once the property manager confirms, the tenant will still need toverify receipt. If the tenant confirms, the release request proceeds. If the tenant advises they have not received the stated amount, the release request will move into negotiation.

A "Closed" status means the release request has been automatically closed by the system because the allow able timeframe for action has expired. Once a release request is closed, the deposit protection period ends and no further actions can be taken on the release request.

Release requests are closed automatically when the end protection date limit has passed and the release request was still in an Open, Negotiation, or Unclaimed status.This happens due to inactivity - neither party completed the release request within the required timeframe.

The timeframe is calculated from the tenant's leaving date (ortenancy start date if the tenancy did not start). Both the property manager and lead tenant will receive reminders at 60, 30, and 15 days before the deadline, as well as a final reminder the day before. The exact date is displayed on both the Deposit tab and Release request tab.

Yes. Both the property manager and lead tenant will receive notifications via email, in-app notification, and SMS informing them that the release request has been closed and that the deposit protection period has ended.

The deposit status changes to "Protection ended". This means mydeposits is no longer responsible for the deposit protection, and no further actions - including using the resolution service - are available.

No .Once a release request has been closed and the deposit protection has ended, the release request cannot be re-opened and a new release request cannot be started. The deposit is no longer protected by mydeposits.

No. Once the release request is closed, the resolution service is no longer available. If there is a dispute about the deposit, the parties involved would need to pursue it outside of the mydeposits platform.

Users should respond to the release request and complete any outstanding actions before the deadline. If the proposed terms are agreed upon, the release request should be finalised. If there is a disagreement, settlement discussions should continue or a resolution case should be initiated before the timeframe expires. Users should pay attention to the reminder notifications they receive.

As the deposit protection has ended, mydeposits can no longer assist with the return of the deposit through the platform. The tenant may need to contact their landlord or agent directly, or seek independent legal advice regarding the return of their deposit.

No. The automatic closure of release requests due to the end protection date limit only applies to insured-backed deposits. Custodial release requests follow a different process and are not subject to the same time-limited closure.