UK
Holding deposit
A holding deposit is a payment an applicant makes so a landlord will stop advertising a rental while referencing is done. In England the Tenant Fees Act caps it at one week’s rent and sets rules for when it must be returned.
Also called Holding fee.
Do not confuse it with the tenancy deposit
The tenancy deposit protects the landlord against damage and unpaid rent, and it must be protected in a government-authorised scheme. The holding deposit is taken earlier and is smaller. Quoting the wrong one in an email is a real complaint. Wales and Scotland have their own fee rules. Use the cap for the country of the property, not a figure you remember from another branch.
What the email should say
How much, that it is a holding deposit, the deadline you are working to, and what happens if the application does not go ahead. Do not call it non-refundable. The Act sets the cases, and your email should not invent a harsher rule.
Questions
What does Holding deposit mean?
A holding deposit is a payment an applicant makes so a landlord will stop advertising a rental while referencing is done. In England the Tenant Fees Act caps it at one week’s rent and sets rules for when it must be returned.
General information for agency staff, not legal advice. Rules and local practice change. Check the official source before you rely on a definition in a client letter.