DiploSafe
The best deposit disputes are the ones that don’t happen!
Welcome to DiploSafe
At Diplo, we understand that renting a home, especially for expatriates and international staff, can come with unique challenges. That’s why we've introduced DiploSafe, our deposit protection scheme designed to ensure peace of mind for both tenants and landlords. Whether you're an employee of the UN, an embassy staff member, or part of an international organisation, DiploSafe offers a secure, transparent, and fair process for managing your rental deposit.
What is DiploSafe?
DiploSafe is a secure deposit protection system built to protect tenants and landlords during the rental process. By holding the tenant’s deposit in a separate, secure account, DiploSafe ensures that funds are only used for their intended purpose: to cover damages or unresolved issues at the end of the tenancy, or to be returned to the tenant in full if there are no such issues.
DiploSafe also provides a structured dispute resolution process, so that if there are any disagreements regarding the deposit, they can be resolved fairly and transparently without the need for costly legal action.
How Does DiploSafe Work?
DiploSafe ensures that every tenant and landlord can have confidence that the deposit is being handled safely and securely. Here’s how it works:
- Deposit Payment: When you book a property on Diplo, a security deposit is required, typically ranging from 20% to 30% of the rental price. This deposit is paid securely through our online payment system.
- Deposit Holding: Once the deposit is paid, it is transferred to a dedicated bank account that is specifically set up for deposit protection. This account is separate from Diplo’s operational funds, ensuring that the deposit is always protected.
- Deposit Certificate: After the deposit is received, we generate a digital Certificate of Tenancy Deposit Protection that testify that the tenancy deposit is protected by Diplo. The certificate will include all tenancy details. This Certificate is signed by both the tenant and the landlord.
- End of Tenancy & Deposit Return: At the end of the tenancy, the deposit is refunded if the rental property is returned in good condition and all rental obligations are met. If any issues arise (e.g., property damage), the deposit may be partially withheld to cover the costs.
Why Choose DiploSafe?
DiploSafe offers several benefits that provide security, transparency, and fairness for both tenants and landlords:
- Security: Your deposit is securely held in a designated bank account, separate from operational funds, ensuring it’s safe throughout the tenancy.
- Transparency: Clear terms and conditions for how deposits are handled, including a breakdown of when and how deposits are refunded or withheld.
- Fair Dispute Resolution: If a disagreement arises about the deposit, our independent dispute resolution process helps resolve conflicts fairly and efficiently.
- Global Reach: Designed specifically for expatriates and international staff, DiploSafe provides the same high standards of protection no matter where you’re renting.
Need More Information?
For more detailed information about the DiploSafe deposit protection system, including how we handle disputes, refunds, and deposit deductions, please visit the following pages:
- DiploSafe Terms & Conditions – Read the full terms that govern the deposit protection process, including rights and responsibilities for both tenants and landlords.
- FAQs – Find answers to common questions about the DiploSafe system.
Repayment Process for Landlords
Welcome to the Repayment Process page for DiploSafe. This guide will walk you through the steps needed to claim a deposit repayment securely and efficiently. Before you begin, make sure you've completed the preliminary steps outlined below.
Before You Begin
Before initiating the repayment process, ensure you have:
- Completed the check-out process with your tenant.
- Assessed whether you need to make a claim against the deposit.
- Prepared evidence to support any claim you may wish to make.
Once these steps are complete, it is recommended to discuss the deposit's repayment and any potential claims with your tenant. Open communication can significantly reduce the risk of a dispute later.
Starting the Repayment Process
The repayment process is designed to be simple and streamlined. You can manage deposit repayments or deductions through your DiploSafe online account. (Login and Choose the Deposit) (Specify any deductions) (We’ll ask your tenant for a response)
Here’s what you need to know:
- Tenant Requests Deposit Return:
- The tenant initiates the repayment process by requesting their deposit back. They specify the amount they wish to claim, which may include the full deposit amount.
- Landlord Reviews and Responds
- The landlord reviews the tenant’s request and either agrees or disagrees.
- If the landlord agrees, the repayment process begins, and the deposit is returned as requested within 3-5 business days.
- If the landlord disagrees, they must specify the amount they wish to deduct, provide reasons, and include a description of the claim.
- Tenant Responds to Landlord’s Claim:
- The tenant reviews the landlord’s response.
- If the tenant agrees with the proposed deductions, the repayment process begins, and the deposit is returned as agreed.
- If the tenant disagrees, they must respond to the landlord’s claim, specify the amount they believe is fair, and provide reasons for their counterclaim.
- Escalation to Dispute Process:
- If the tenant and landlord cannot reach an agreement, the official dispute process begins. Both parties will be required to submit evidence to support their positions, and the case will be referred to an adjudicator for resolution.
In Case of Disputes
DiploSafe’s dispute resolution process ensures fair outcomes for both landlords and tenants. If a resolution cannot be reached through mutual agreement, the evidence submitted will be reviewed, and a decision will be made based on the documentation provided.
By following these steps and maintaining clear communication with your tenant, you can ensure a smooth and transparent repayment process.
Disputes: Process and Timeline
At DiploSafe, we understand that disputes over deposits can be stressful. If you and your tenant can’t agree on how the deposit should be returned, our free Dispute Resolution Service is here to help you reach a fair conclusion. Here’s how the process works and what to expect.
How the Dispute Resolution Process Works
The dispute resolution process is designed to be simple and impartial. If both parties agree to use DiploSafe’s Dispute Resolution Service, here’s what happens:
- Submitting Evidence:
- The landlord provides evidence to support their claim, and the tenant submits evidence supporting their position.
- Make sure to submit all relevant documents, as DiploSafe won’t request specific items.
- Independent Adjudication:
- The submitted evidence is reviewed by an independent and impartial adjudicator.
- The adjudicator examines the case and determines how the deposit should be repaid.
- Final Decision:
- Both landlord and tenant receive the adjudicator’s decision, which is final and binding.
During this process, we encourage both parties to communicate directly. Even if the dispute is ongoing, reaching an agreement before the adjudicator’s decision is finalized can save time and effort.
Steps Before the Dispute Officially Starts
The formal dispute process begins only if landlords and tenants are unable to reach an agreement during the initial stages. Here’s how it unfolds:
- Tenant Requests Deposit Return:
- Within 5 business days of the tenancy ending, the tenant submits a request for their deposit, specifying any deductions (if applicable).
- Landlord Reviews and Responds:
- The landlord has 7 business days to agree or disagree with the tenant’s request and provide reasons for any deductions.
- Tenant Responds:
- The tenant has 5 business days to review the landlord’s response and either agree with it or provide a counterproposal with reasons.
Timeline of the Dispute Resolution Process
Day 1: The dispute officially begins. Both parties are emailed instructions to submit evidence. You have 14 calendar days to upload all relevant documents.
Day 15: The deadline for submitting evidence.
Day 16: Our disputes team reviews the evidence during a pre-adjudication assessment. This process can take up to 7 calendar days. If any issues arise, we may contact you or the tenant for clarification, which could extend this timeline.
Day 23: The dispute is sent to an adjudicator. The adjudicator reviews all evidence and has up to 28 calendar days to reach a decision. Many cases are resolved sooner, but some require the full time.
Day 51: The adjudicator finalizes their decision and communicates it to DiploSafe.
Day 53: DiploSafe sends the decision to both parties. Payments are processed within 3-5 working days following the decision.
Additional Considerations
- Delays: In some cases, the process may take longer if clarifications are needed or if issues arise with the evidence.
Our goal is to ensure a fair and transparent process for both landlords and tenants. By following this structured timeline and submitting clear evidence, disputes can be resolved efficiently and effectively.
what evidence?
What Counts as Strong Evidence?
Having solid evidence is key to resolving disputes effectively. Here are examples of what you can submit:
- Check-In and Check-Out Reports
- These reports compare the property’s condition at the start and end of the tenancy. They’re essential for claims related to cleaning, damages, or outstanding bills.
- Inspection Reports
- Periodic inspections help show how the property was maintained during the tenancy. These reports don’t need to be as detailed as check-in and check-out reports but add useful context.
- Rent Statements:
- A detailed statement showing payments made, missed, and owed. This is vital for claims involving unpaid rent.
- Invoices and Receipts
- Proof of costs for repairs, replacements, or services such as cleaning or gardening. Itemized receipts provide clarity for claims.
- Tenancy Agreement:
- A signed tenancy agreement is the foundation of any dispute resolution. It outlines the rights and responsibilities of both parties.
- Correspondence Between Landlord and Tenant
- Emails or messages documenting agreements, notices, or issues during the tenancy help build a timeline of events.
- Photos or Videos
- Clear, date-stamped images or videos showing the property’s condition before and after the tenancy. Include descriptions of what the images show, such as damages or cleanliness issues.
By submitting relevant and well-documented evidence, you increase the likelihood of a fair and swift resolution to your dispute.
Adjudication Process
Adjudication Process at DiploSafe
At DiploSafe, adjudicators are impartial and unbiased professionals who base their decisions solely on the evidence provided by both landlords and tenants. Their goal is to determine how to allocate disputed funds fairly, using the principle of “balance of probabilities”—whether the tenant has breached the tenancy agreement and whether the landlord has suffered, or is likely to suffer, a loss as a result.
After the adjudicator has reviewed all evidence and made a decision, DiploSafe will communicate the outcome to both the landlord and the tenant.
How Do Adjudicators Decide?
Adjudicators evaluate each case individually, considering the evidence submitted and applying principles of fairness. Here’s how they calculate awards:
- Fair Wear and Tear vs. Damage:
- Tenants are not required to return the property in the exact condition it was at the start of the tenancy. Natural wear and tear from reasonable use is expected.
- For example, minor scuffs on walls or worn carpets may be considered normal, while burns or stains caused by negligence could justify deductions.
- Reasonable Deductions:
- Repair or Cleaning: Adjudicators may award repair or cleaning costs if the damage is beyond reasonable wear and tear.
- Replacement: Replacement costs may be justified if an item is severely damaged beyond repair or unusable.
- Compensation: If an item’s value or lifespan is reduced due to damage, compensation may be awarded instead of full replacement.
- Avoiding Betterment:
- Landlords should not claim more than necessary to restore the property to its condition at the end of the tenancy, accounting for fair wear and tear.
- For instance, if a carpet was two years old at the start of the tenancy and damaged during a two-year tenancy, the landlord cannot claim the full cost of replacing it with a new carpet.
Factors Adjudicators Consider
Adjudicators examine multiple factors when making their decisions, including:
- Length of Tenancy:
- Longer tenancies generally result in more natural wear and tear.
- Number and Age of Occupants:
- A property with more occupants, or a family with children, is likely to experience higher wear and tear than one occupied by a single person.
- Wear and Tear vs. Damage:
- Damage caused by negligence (e.g., burns, stains) is distinguishable from normal wear and tear.
- Quality and Condition of Items:
- The original quality and condition of the property and its contents are taken into account. Adjudicators may request receipts or documentation to confirm an item’s age, cost, and quality.
- Property Type:
- Newer properties or those with lightweight materials (e.g., thin partitions or painted walls) may experience more stress and require more redecoration than older, sturdier buildings.
Examples of Common Deductions
- Cleaning:
- Costs for professional cleaning if the property is not returned to the required standard of cleanliness.
- Repairs:
- Repairs for damage caused by negligence, such as broken furniture or burn marks on carpets.
- Replacement:
- Replacement of items that are damaged beyond repair, but only a portion of the cost may be awarded to account for wear and tear.
- Compensation:
- If an item’s lifespan is shortened due to tenant damage, compensation proportional to the remaining value may be awarded.
Providing Evidence
To ensure the adjudicator’s decision is fair and well-informed, both parties should submit clear and relevant evidence. Examples include:
- Check-in and check-out reports
- Photos or videos (date-stamped and high-quality)
- Receipts, invoices, or repair quotes
- Signed tenancy agreements
- Correspondence between landlords and tenants outlining issues or agreements
Each case is unique, and the adjudicator will assess all evidence carefully to make a balanced decision that aligns with the principles of fairness and reasonableness.
Final Decision
Once the adjudicator reaches a decision, DiploSafe will notify both parties of the outcome. This decision is final and binding. Our process is designed to ensure transparency and fairness for both landlords and tenants, fostering trust and resolving disputes efficiently.