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Eligibility
What does the eligibility check do?
It is a guided preliminary assessment of the tenancy, deposit and protection information you provide. It is not a legal determination or guarantee of a claim.
Do I need every document before I start?
No. Start with what you know. The assessment can help identify which records may be useful to look for next.
Deposit protection
What if I cannot find my scheme?
Review your tenancy paperwork, payment records, emails and messages first. Record what you searched and use the eligibility pathway if the position remains unclear.
Does late protection automatically mean I have a claim?
No. Timing may warrant review, but the relevant facts and documents need to be considered together.
Claim process
Does an assessment automatically create a claim?
No. A saved assessment is separate. You must explicitly choose to proceed, and further assessment may be required.
Can a claim record guarantee an outcome?
No. It is a case and workflow record that helps organise information and communication.
Evidence
What information may help?
A tenancy agreement, deposit payment evidence, scheme records, deposit information and correspondence may be useful. The relevant items depend on the circumstances.
What if a requested document is unavailable?
Tell Claims Bridge through the available account route and keep any alternative record. Missing one document does not by itself decide the outcome.
Client account
What can clients see in the portal?
Authenticated clients can see their claim stage, timeline, next steps, evidence state, secure messages and in-app notifications.
Can anyone look up my claim publicly?
No. Claim information is available through the authenticated account experience and ownership is checked server-side.
Support
What is Claims Bridge not primarily for?
The service focuses on potential tenancy-deposit protection issues, not Ordinary deposit deduction disagreements or Fair wear and tear disputes.
Where can I get help?
Use the support hub for account, eligibility and existing-claim guidance. Contact routes will be published only when they are monitored and ready.
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