Everyone I spoke to at TDS during a really stressful dispute with my ex landlord was really helpful, supportive and kind. They were very fair. Their staff are fantastic and they answer the phone qui... See more
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Review summary
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We rang TDS today concerning an old deposit from 2014 We spoke to Bradley. He was so knowledgeable and helpful. Told us exactly the procedure we needed to follow to try and resolve our query. Seem to... See more
Company replied
This was a very dormant letting, on a property I have since sold. I wanted to wrap up the paperwork and wasn't sure where to start. Dan was super helpful, gave me great instructions into how to comple... See more
Company replied
Shaun was great. He had good listening and communication skills, made me feel at ease and explained what I thought was a difficult scenario into something very easy to deal with. He gave me a resoluti... See more
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Company details
Written by the company
The Tenancy Deposit Scheme (TDS) is the only not-for-profit, Government-approved tenancy deposit protection scheme in England and Wales, operated by The Dispute Service Ltd. Trusted by landlords, agents, and tenants, TDS offers both a FREE Custodial tenancy deposit protection scheme and an Insurance-backed scheme, ensuring deposits are safeguarded. Should a dispute arise at the end of a tenancy, our free alternative dispute resolution service provides a fair and impartial solution. With a commitment to transparency, efficiency, and excellent customer service, we make deposit protection simple and stress-free.
Contact info
West Wing, First Floor, The Maylands Building, 200 Maylands Avenue, HP2 7TG, Hemel Hempstead, United Kingdom
- 0300 037 1000
- deposits@tenancydepositscheme.com
- www.tenancydepositscheme.com
4.3
Excellent
4K reviews
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Replied to 99% of negative reviews
Typically replies within 24 hours
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After much to & fro trying to get hold…
After much to & fro trying to get hold of the Tenancy department, the service on the phone was very good & we sorted out the refund deposit.
Thank you
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We appreciate your patience while trying to reach the Tenancy department and are sorry for any inconvenience caused during that process.
We are pleased to hear that, once you got through to our team, you received a very good level of service and that we were able to help resolve the deposit refund for you.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback. We are delighted to hear that you found our service both professional and friendly.
Extremely helpful with deposit…
Extremely helpful with deposit difficulties.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that you found our team extremely helpful in resolving your deposit difficulties.
Over weekend I tried to register a new…
Over weekend I tried to register a new deposit and system would not accept my card details. Tried 4 different cards, different banks but no luck. So phone Monday morning and got bank details and did a transfer. Then told it will take 3-5 days to clear. My new tenant, who doesn’t know me, paid £2000 and I was not able to give her a certificate. However staff are very helpful, just system not good and very slow to clear
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear that you experienced difficulties when trying to register your deposit online and appreciate the frustration this caused, especially when you were unable to provide your new tenant with their certificate straight away.
We are pleased to hear that our team was able to assist you by providing our bank details so that you could make a transfer. Please note that all payments and deposit registrations can take up to 3–5 working days to be processed and allocated to your TDS account. Now that the deposit has been processed, you will be able to access and download the Protection Certificate and Prescribed Information directly from your TDS account to provide to your tenant.
My complaints resolved promptly.
The Customer Care representative was very helpful and professional, her guidiance helped me resolve the issues i called for promptly.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are pleased to hear that your complaint was resolved promptly and that our Customer Care representative was able to assist you in a helpful and professional manner.
Spoke to Oscar
Spoke to Oscar. He helped with my query and gave me all the information I needed. Very competent and highly trained . 10 stars week deserved
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that Oscar was able to help with your query and provide all the information you needed.
Paul was very friendly and helpful when…
Paul was very friendly and helpful when explaining a routine deposit set up, and made a boring process smooth and engaging.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that Paul was friendly and helpful when explaining the routine deposit setup.
It's great to know that he was able to make what can sometimes be a straightforward but lengthy process feel smooth and engaging.
Good quality advice and support for tenants
Phoned for advice and Holly was really helpful. Polite, courteous and efficient. Thank you
I’m a tenant
16 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback.
We are delighted to hear that you found Holly to be friendly, helpful, and courteous, and that you received great service.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are pleased to hear that you received great service from our team at TDS!
Great staff!
The TDS website and procedures really feel quite clunky to deal with. However, every person that l have dealt with at TDS has been polite, professional and extremely helpful. In what can be very complicated processes to try to follow, they are a breath of fresh air!
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback.
We are pleased to hear that the colleagues you have spoken to have been polite, professional and helpful throughout the process.
We understand that some of our processes and website can feel complicated to navigate, and we value your feedback as it helps us identify areas where we can improve.
Was provided incorrect information
Was provided incorrect information, I was advised payment would be in bank withing 5 working days, phoned back after 5 days to be told it should go to under investigation by close of play today , then payment will be released within 3/5 working days so that will be Friday 24th July , we will see ?
13 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry for the confusion and frustration caused by the conflicting information you have received.
We appreciate that this is not the experience you expected, and we apologise that the original timescales provided were not accurate. We understand how important it is to receive clear and consistent updates, and we are sorry this did not happen in your case.
If you have not received the payment by 24 July, please contact us and our team will investigate this further for you.
Very polite, friendly and helpful
I had a lovely conversation with one of the staff(sorry forgot his name).
He helped me with an email sent regarding my tenancy deposit.
Very kind and professional.
17 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you had such a positive experience with our team.
It's wonderful to know that the colleague you spoke with was polite, friendly, and helpful, and that they were able to assist you with your tenancy deposit query in a kind and professional manner.
Transparency and accountability
Great experience talking to their customer service, exact and transparent
17 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are delighted to hear that you had a great experience with our customer service team.
Easy experience so far
Easy experience so far. Not received deposit as yet, but have received the interest accumulated over the period. The Deposit is coming shortly after. Spoke to a young lady today, she was very helpful and pleasant. The phone disconnected a couple of times but she quickly called me back. Great service.
17 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that your experience has been easy so far and that the interest payment has been received.
It's great to know that our colleague provided such helpful and pleasant service, and that she promptly called you back when the connection was lost.
Thank you!!!
Shaun, thank you very much for your help. It was a great pleasure talking with you while you were explaining all the technicalities in a very simple way.
17 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that Shaun was able to assist you and explain everything in a clear and easy-to-understand way.
All I can say each time I have spoken…
All I can say each time I have spoken to the staff they have gone over and beyond to help me fantastic thank you
17 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are delighted to hear that every time you have spoken with our staff, they have gone above and beyond to help.
Tom was very helpful and polite
Tom was very helpful and polite. He answered all my questions very clearly
16 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Tom was able to assist you.
Unable to access my TDS account
I was unable to access my TDS landlord account possibly because my tenant has been in my property 5 years. I telephoned TDS and my issue was dealt with effectively.
16 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are pleased to hear that your issue accessing your TDS landlord account was dealt with effectively when you contacted us. We understand how frustrating it can be when you're unable to access your account, and we're glad our team was able to assist and help resolve the matter promptly.
Sophia was extremely helpful and…
Sophia was extremely helpful and discussed the process with me and put notes on my case so thank you.
16 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Sophia was able to help you and clearly explain the process.
Extremely disappointed with the process…
22nd July for last 3 days i have been told on the phone i would get a call back tomorrow by the caseworker Grace. Each time. NO CALL!!! And I am chasing. Not one call.
21st July still not received. Continually chasing and missed deadlines from landlord again. Local MP has now emailed TDS too.
Extremely disappointed with the process — tenants deserve better
I have been waiting over two and a half months for the return of my deposit after my landlord, Raspberry Lettings, failed to return it within the required 10-day timescale.
I had no choice but to involve the TDS. The landlord was given a further two weeks to respond but failed to do so. Adjudication was then started, which could take up to working 15 days. Near the end of that period, I was told the adjudication had been cancelled because the landlord had agreed to refund my deposit in full.
The landlord was given five working days to make the payment — they didn’t. TDS then gave a further 3–8 working days, and even now, 11 working days later, I am still waiting.
I spoke with TDS again today and the member of staff I dealt with was genuinely helpful and even called me back with an update. I have now been told the landlord has until 4pm Monday to pay. If they fail again, the case has to return to adjudication, meaning another possible 15 working-day wait. Appalling. How can they let landlords get away with this.
I understand procedures have to be followed, but this situation is completely unacceptable. The current system gives landlords far too much opportunity to delay returning a tenant’s money while the tenant suffers the stress and financial impact.
I spent around £140,000 with this landlord over 17 years and never missed a single payment. I have always honoured my commitments, and I expected the same respect in return.
Legal papers have been prepared and I have spoken with a solicitor because this has gone on for far too long.
I appreciate the support from the TDS staff I have spoken to, but the process needs serious improvement. Tenants should not have to wait months and repeatedly chase for money that should have been returned promptly.
16 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience and feedback.
We are truly sorry to hear about the frustration and stress caused by the length of time it has taken to resolve the return of your deposit.
We understand how disappointing this must be, particularly given the significant delays you have experienced and the impact this has had on you.
We appreciate your recognition of the TDS staff members you have spoken with, and we are pleased to hear that the adviser you dealt with most recently was helpful and kept you updated throughout the process.
Your feedback has been noted and will be shared with the relevant teams as part of our ongoing review of our processes and service standards. We understand that this has been a lengthy and frustrating journey, and we are sorry that your experience has left you feeling disappointed.
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