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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What people talk about most
Reviews shaping this summary
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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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.
Luke was very helpful with my problem.
16 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback. We are delighted to hear that Luke was able to help resolve your problem and provide the support you needed.
Very bad experience customer service
Very bad experience customer service! Not very help and complicated things for no reason. Not happy with this team of service. The staff and their manager were not helpful over the phone!
16 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 your experience with our customer service team did not meet your expectations.
We understand how frustrating it can be when a process feels complicated and when you feel your concerns have not been fully addressed. Providing helpful and straightforward support is very important to us, and we're disappointed to learn that both our team and management left you feeling dissatisfied.
If you would like us to look into your experience further, please contact us directly with additional details so we can better understand what happened and work towards a resolution.
Easy to contact and get information…
Easy to contact and get information needed. Sympathetic advisor with useful and clear advice about n txt steps.
16 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review.
We are delighted to hear that you found us easy to contact and that the information provided was clear and helpful.
It's great to know that our advisor was able to offer useful guidance and explain the next steps in a sympathetic and easy-to-understand way.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review.
We are pleased to hear that you found our team kind and helpful.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review.
We are delighted to hear that you found our team helpful. Providing prompt and supportive assistance is always our aim, so it's great to know we've been able to help with any issues you've had.
Quick and Helpful
I spoke to Sarah Sweeney about releasing part of our deposit during our ongoing deposit dispute. She was very helpful and quick to answer all our questions!
14 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 Sarah was able to assist you during your ongoing deposit dispute.
We'll be sure to pass on your kind feedback to her. It's great to know that she was helpful and able to answer your questions quickly.
Shocking service
Shocking service! Been waiting nearly 3 months for my deposit back. Multiple emails and calls to TDS with conflicting information. I paid the full deposit and they cant seem to figure it out. Stay away from them, they have no clue what they are doing.
Better off trusting your Landlord/lady with your deposit than these people.
15 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 you've had a frustrating experience.
In this case, the delay is because a tenant changeover was initiated by your landlord/agent but the process has not been completed. Until the changeover is completed, the deposit cannot be released.
We would recommend contacting your landlord or agent and asking them to complete the tenant changeover process as soon as possible. Once this has been done, the return of the deposit can be progressed.
McKenzie was very helpful with my case…
McKenzie was very helpful with my case , and he gave extremely helpful advice on how to move forward with my appeal
14 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 McKenzie was able to assist you with your case and provide helpful guidance on the next steps in your appeal. We understand how important it is to have clear advice and support during the process, so it's great to know that McKenzie was able to help.
We'll be sure to pass your kind feedback on to McKenzie and the wider team. Thank you again for your comments.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are delighted to hear that you received great service from our team.
Whenever you need help
The lady who answers the phone was so patient to listen my question and help to solve my problem as I haven’t dealt with TDS before. Many thanks.
14 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review.
We are pleased to hear that our colleague was able to assist you and provide the support you needed. We understand that dealing with tenancy deposit matters for the first time can sometimes be unfamiliar, so it's great to know that your questions were answered clearly and patiently.
TDS cant thank you enough from start to…
TDS cant thank you enough from start to finish towards end my tenacy i got email i didnt understand so I rang TDS they explained they was reminding me (I just had baby ând my head was mess not their emails fault ) they explained it’s coming to an end the next steps whst will happen told them leaving the agent advised me to take as many videos and photos incase which I am so glad I did my dirty landlord tried over 755 in fees and they was nothing wrong with the property they lied about when I left and said I made damage that was a lie we decided to dispute the case and I called them few times for advice on how to do it and every agent was very nice and understanding of my loud baby lol then today we got an email saying we are getting our deposit back they are extremely fair and couldn’t be happier as it’s a lot of money for us to loose when we left property in great condition. Thank you TDS to your whole team i was very worried thank you
14 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience.
We are delighted to hear that our team was able to support you throughout the end of your tenancy and guide you through the process when you had questions.
It's great to know that our colleagues were able to explain the process clearly, provide helpful advice, and support you during the dispute. We're particularly pleased that you found the process fair and that a resolution was reached.
TDS could not organise Piss in a…
TDS could not organise Piss in a brewery. The right hand doesn’t know what the left hand is doing in the organisation. I have five properties deposit scheme with them through an agent. I have found through the agent and myself it’s very hard to get anything done from them. I am revising my future dealings of deposit scheme whether it’s worth dealing with or not.
14 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've been disappointed with your experience of using TDS.
We understand how frustrating it can be when you feel that your queries are not being handled as efficiently as you would expect.
TDS is committed to delivering a high standard of service to all our customers, and we're concerned by your comments regarding communication and coordination. We take feedback like yours seriously, as it helps us identify areas where we can improve.
We would welcome the opportunity to review the specific issues you have experienced with our team so that we can better understand what has happened and address any concerns. If you are willing to provide further details, we will ensure they are investigated by the appropriate team.
Shaun was great
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 resolution to my query with patience and ease. Great service
14 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 Shaun provided such excellent service. It's great to know that his listening and communication skills helped put you at ease and that he was able to explain the situation clearly and provide a resolution to your query.
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