I needed to phone TDS as I had a problem with the online request for out deposit return. I was very pleased with the help I received and everything was sorted out quickly. I spoke with Nathan who w... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I would like to thank you for all your help and support in getting my deposit back. You were professional, kind, and always kept me informed throughout the process. Your assistance made everything muc... See more
I had a really positive experience with Sarah S at TDS. Sarah took the time to explain the whole process clearly and answered all of my questions patiently. She was friendly, professional, and incre... See more
Company replied
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
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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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This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
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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.
Excellent telephone help
Prompt telephone response and very helpful agent, Francois, who sorted out all my corrections to forms very efficiently.
14 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 received a prompt response and that Francois was able to help resolve the corrections to your forms efficiently.
Contact only at stage of deposit – positive
At this stage, I’ve only spoken with TDS on providing my deposit, so I have no idea what it’s like when you try to get your deposit back. But their customer service rep was super clear, understanding, and really a pleasure to talk to. Thank you.
14 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us feedback.
We are delighted to hear that your experience with our customer service team was a positive one. It's great to know that our colleague was clear, understanding, and a pleasure to speak with while helping you protect your deposit.
The staff i spoke to yesterday and…
The staff i spoke to yesterday and today were very supportive and made the process easy
14 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback.
We are delighted to hear that the team members you spoke with were supportive and helped make the process easy to understand and navigate.
HIGLY RECOMMEND
"By chance I always got the same person. We became like friends and started asking how each other was doing. They were very friendly and helpful. Yes, it’s a really good company, they always provide the best service. I recommend them."
13 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 received friendly and helpful support throughout your experience with TDS.
It's great to know that you felt comfortable and well supported during your interactions with our team.
Helpful and clear advice
Helpful and clear advice, lots of patience with non tech-savvy elderly customer. It was a great relief to speak to someone who was so understanding.
13 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 advice helpful and clear.
We understand that dealing with online processes can sometimes be challenging, and we are pleased that our colleague was able to provide patient and understanding support throughout your enquiry.
Fantastic
Fantastic the lady I spoke to answered all questions clearly so I knew exactly what I needed to do
13 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 you had such a positive experience with our team.
It's great to know that the colleague you spoke with was able to answer all of your questions clearly and provide the information you needed.
Very poor experience
Very poor experience. I contacted TDS today regarding my issue, but the representative was unprofessional and unhelpful. They showed little to no interest in resolving my concern and did not provide any useful guidance. I expected better customer service, but unfortunately I was let down. I do not recommend this service based on my experience.
13 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
We are sorry to hear about your experience and would like to apologise for the service you received. This is not the level of customer service we aim to provide, and we're disappointed to learn that you felt your concerns were not listened to or addressed appropriately.
We would welcome the opportunity to look into this further and better understand what happened. Please contact us directly with your details so that we can review your experience and address any concerns you may have.
Thank you for bringing this to our attention. Your feedback is important and helps us improve the service we provide.
Very poor
Very poor, i didnt get the money back, asked me to move legally even though dispute was raised.
13 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are sorry to hear that you're dissatisfied with your experience. To clarify, the Tenancy Deposit Scheme does not instruct tenants or landlords to move from a property.
Where a deposit dispute is raised, TDS provides an impartial dispute resolution service to assess evidence submitted by both parties and determine how the disputed deposit should be allocated.
Andy K was super helpful and resent the…
Andy K was super helpful and resent the verification email promptly when it didn’t come through. Super smooth and quick to respond to my initial enquiry too :)
13 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 Andy K was able to help by promptly resending your verification email and responding quickly to your initial enquiry. It's great to know that the process was smooth and efficient, and that you received the support you needed without delay.
Marco was extremely helpful and…
Marco was extremely helpful and answered all of my questions! I was wprried about disputing this however, Marco helped me dispute thid and gave me great advice.
13 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 Marco was able to answer all of your questions and provide the support you needed.
We understand that raising a dispute can sometimes feel daunting, so it's great to know that Marco helped put your mind at ease, guided you through the process, and provided helpful advice along the way.
TDS customer care.
I received a call from Amos to inform me of TDS services and home insurance policies.
He was very helpful and advised me contact TDS customer service to resolve any issues I may have.
13 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 Amos was helpful and took the time to explain TDS services and home insurance options clearly.
It's great to know that he provided useful guidance and pointed you towards our Customer Service team for any support you may need.
I'm waiting for my deposit to be paid…
I'm waiting for my deposit to be paid it's already 19 days .. I needed. The money to pay my new rent so had to borrow it still no sign of it .. I was told it was agreed for payment it's a lot of my money that are hanging on to .
Staff extremely unhelpful say one this and someone else I have been in my new place 6 weeks
5 June 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear about the delays you have experienced and understand how frustrating this situation must be, especially when you've been relying on the deposit to help with your new rent.
As we operate two different deposit schemes, we'd like to look into your case further to understand what's happened and provide you with the most accurate update.
Please contact us directly with your details, and we will investigate this for you as quickly as possible.
We apologise for any confusion caused and appreciate you bringing this to our attention. We look forward to hearing from you so we can assist further.
Polite kind and very helpful olso fast
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your kind feedback. We are delighted to hear that you found the service polite, kind, helpful, and efficient.
Very clear spoken and polite
Very clear spoken and polite, as well as being helpful in explaining the process and steps I need to take
10 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 the service helpful and that everything was explained clearly. It's great to know that our colleague was polite, easy to understand, and able to guide you through the process and next steps with confidence.
Very good experience and very good and…
Very good experience and very good and helpful people 🙏🥰
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you had a very positive experience and found our team to be helpful and supportive.
Excellent customer service
My advisor Oluwatosin was so supportive and knowledgeable. I was unsure about several areas of my account and she took me through it.
I felt very reassured and it was a very positive call.
I am now more familiar with the processes and feel more confident in the system.
Oluwatosin was polite, and solution focussed, I can’t rate her highly enough, excellent customer service!
Many thanks,
Odette
10 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 Oluwatosin was able to provide such supportive and knowledgeable assistance. It's great to know that she guided you through the areas you were unsure about, helped build your confidence in using the system, and left you feeling reassured following your call.
Tom was very helpful and clear in his…
Tom was very helpful and clear in his approach and I got my situation sorted quickly - thanks :)
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that Tom was able to help you and explain everything clearly, and that your situation was resolved quickly.
It’s taken a long long time to get the…
It’s taken a long long time to get the decision to refund the full security tenant deposit to me - it shouldn’t be that way
9 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback.
We are sorry to hear that you were dissatisfied with the time taken for your deposit to be returned.
TDS follows a set of scheme rules and processes designed to ensure that all parties are treated fairly. Whether a deposit return is agreed between the parties or a dispute is raised, the other party must be given a reasonable opportunity to respond before the matter can progress. This can sometimes result in the process taking longer than customers expect.
We appreciate that waiting for funds to be returned can be frustrating, and we understand your disappointment. Our procedures are in place to help ensure that deposit returns are handled fairly and in accordance with the requirements of the scheme.
An HONEST review about the TDS
My experience with TDS has been extremely disappointing and, in my view, tenants should understand how the process works before relying on it.
What I discovered during my deposit dispute is that TDS will only actively deal with the portion of a deposit that is formally disputed. If an agent or landlord fails to return an undisputed amount, TDS advised me that they would not contact the agent/landlord to pursue its release on my behalf DESPITE citizens advice stating otherwise (whom I was consistently referred to over the phone).
In my case, more than 30 days passed after the tenancy ended and the undisputed portion of my deposit still has not been returned. Despite this, I am left to chase the agent myself. This is particularly frustrating given that TDS’s own rules state that undisputed amounts should be returned promptly and that agents/landlords can face consequences for failing to do so as it’s against THEIR rules.
When I spoke to the admin over the phone, she was adamant that it was legal for landlords/agents to withhold undisputed deposit amounts until the adjudicator stage which is infact a breach of THEIR own rules and a breach of The Property Ombudsman Codes of Practice.
I was also surprised to learn that, unlike what many tenants may expect, TDS does not necessarily hold the deposit itself. In my case, the deposit remained with the agent/landlord and TDS only became involved in relation to the disputed amount. If an agreement cannot be reached, the disputed funds are then dealt with through the TDS process while the landlord/agent is free to do what they wish with the undisputed amount.
Citizens Advice information led me to believe that deposit protection schemes play a role in helping tenants recover undisputed deposit funds. My experience was that TDS would not assist with this and that responsibility remained with me to pursue the agent directly.
Many reviews glaze over this, but there is VERY LITTLE about what happens when an agent simply fails/refuses/delays to release undisputed funds. Tenants should be aware of this distinction.
If you choose to be HONEST and only dispute the deductions you genuinely disagree with, you EILL find yourself chasing the return of the undisputed balance with little practical assistance.
Overall, my experience has been that the scheme offers limited help when it comes to recovering undisputed deposit funds, leaving tenants to navigate that process themselves.
Edit 10.07.26: as you can see from their response, they are in no rush to address the loophole “insured” tenancy deposits creates. Just like every other bad review the TDS has, it’s just more ramble about what they can and can’t do, essentially pushing the blame on tenants for being honest on what is genuinely being disputed.
As per my review and just like MANY others, stay away from any agents who use the TDS. Their policy regarding ‘insured’ deposit schemes benefit landlords/agents as they are able to withhold undisputed amounts whilst the TDS ‘acts’ as a mutual ground between both.
9 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 were disappointed with your experience.
We would like to clarify that your tenancy was protected under our Insured scheme, which means the deposit funds remain held by the landlord or letting agent throughout the tenancy and dispute process. In these cases, TDS does not hold the deposit and therefore cannot directly release or return any funds to tenants.
Under the Insured scheme, TDS's role is to provide an independent dispute resolution service for any amounts that are formally disputed. Once both parties have agreed that part of the deposit should be returned, that amount becomes undisputed funds and falls outside the adjudication process. As a result, TDS can only make decisions regarding disputed amounts and is not able to compel or enforce the return of undisputed funds held by a landlord or agent.
We appreciate that this distinction may be frustrating, particularly where there are delays in receiving funds that have already been agreed for return. While we can provide information about the relevant scheme rules and expectations, we do not have legislative enforcement powers over landlords or letting agents.
If the adjudication process has concluded and you have still not received funds that were agreed to be returned, we would recommend seeking further independent advice. Organisations such as Justice for Tenants may be able to provide guidance on the options available to you.
We understand your concerns and appreciate your comments regarding how the process could be better explained. Feedback such as yours helps us identify areas where we can improve customer understanding of the different tenancy deposit protection schemes and the role we play within them.
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