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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
Fairplay, helpful,understanding, courteous, yet to get my drposit back from the letting agent, but looks promising, letting agent being awkward and pedantic. TDS extremely helpful and seem to think i... 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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Replied to 99% of negative reviews
Typically replies within 24 hours
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Polite, knowledgeable, easy to understand
I spoke to Bradley who was very polite, knowledgeable.
He spoke plain English and explained to me calmly and very professionally how I could resolve the issue I had with my deposit ( as a new landlord) and guide me through the whole process for returning one. Having dealt with numerous helpline representatives, I have to say that this was the easiest and best experience. Thank you
May 28, 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 Bradley provided you with clear, calm, and professional support, especially as a new landlord navigating the deposit return process.
It’s great to know that his ability to explain things clearly made the experience straightforward and stress-free for you.
Persistence
I had a fairly complicated set up on my account with some discrepancy with email access. Bradley stayed with it and offered a solution. Felt I was dealing with a human. Thanks
May 28, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your experience. We are really pleased to hear that Bradley was able to support you through what sounds like a complex situation and find a solution for you.
It’s great to know that his persistence and approach made the interaction feel personal and supportive.
They have the interest of tenants at…
They have the interest of tenants at hand. Very reliable and efficient.
May 28, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are really pleased to hear that you found our team reliable and efficient.
////////communication clarity////////
Tried to engage in conversation by phone with TDS -absolutely impossible - only one word in five could I understand, she said she would pass me on to another team member. ----- fourteen minutes later I was cut off.
Surely all telephone answering staff before being employed should answer a test phone call... ????
May 28, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are really sorry to hear about the difficulties you experienced when trying to contact us by phone.
We understand how frustrating it must have been, especially with the communication issues and the call being disconnected after a long wait.
This is certainly not the level of service we aim to provide, and your comments have been noted.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are so pleased to hear that you received very good service and found our team polite and helpful.
Provided incorrect information
Provided incorrect information. Held my deposit for three years and then released it back to the landlord. The Case Manager was completely unreasonable and gave me little to no time frame which is a legal requirement to contact my previous landlord. As the reply states there is no accountability in holding my deposit for 3 years or the time frame which is legally required. Do not use this company as they break their own internal policies. There team will advise you, provide incorrect information which has been completely ignored in the response. I was told I need to send over my bank details and if I no longer wish to withdraw consent I can have my deposit back. I was also told on a phone call that TDS do not hold insured deposit but the email I received states the opposite. I’ll be taking legal action against TDS. Thanks Cathy
May 27, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry to hear that you feel dissatisfied with your experience.
To clarify, when consent was withdrawn from our dispute resolution process, you were issued with written confirmation outlining the next steps. This communication advised that you had six months to initiate court proceedings should you wish to continue pursuing the matter independently.
As we did not receive notification of any court action within that timeframe, the deposit was subsequently released to the other party in accordance with the rules of our scheme.
We appreciate that this may not have been the outcome you were hoping for, but we are required to follow our established procedures and timelines.
Very helpful
Very helpful, specially Ali who helped me a lot and being patient during the phone call to assist me in filling the form
May 26, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are glad Ali was able to help and support you through the process.
Fast response to query
My query was handled well and resolved quickly by Oluwatosin. Thanks for the great support
May 26, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. It's great to hear Oluwatosin was able to resolve your query quickly.
Spoke to a very professional agent at…
Spoke to a very professional agent at TTS, extremely helpful and knowledgeable thank you so much for your help Radu!! High recommend you .
May 26, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are really glad to hear you had a positive experience with us.
They deserve all the praise in the…
They deserve all the praise in the world. Thank you for doing your work and making a change in peoples lives.
May 26, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are delighted to hear that you have had a positive experience with our team at TDS and that we’ve been able to make a difference.
I was worried that I would be on the…
I was worried that I would be on the phone for hours, passed around and there would be lots of hassle but that wasn't the case at all. It was a very quick and easy process and I was pleasantly surprised. Shiran was very helpful and friendly. I very much appreciated her help.
May 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback! We are really pleased to hear that your experience was quick and straightforward, especially when you were expecting it to be more difficult.
It’s great to know that Shiran was able to assist you in such a helpful and friendly way
Fair protection for tenants
Before I opened the dispute, the landlord/agent wanted to deduct money from my deposit for bathroom spotlights that had naturally deteriorated over time due to moisture and normal use, and also wanted to charge additional labour/time costs.
After the dispute was opened through TDS, the matter was resolved and I received my full deposit back.
The process made me feel protected as a tenant and encouraged a fair resolution.
May 21, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your experience with us. We are really pleased to hear that the dispute process helped you reach a fair outcome and that you felt protected throughout, and we’re glad we could support you in resolving your case.
Lady we spoke to was pleasant to talk…
Lady we spoke to was pleasant to talk to and extremely helpful. Very professional a pleasure to deal with
Thankyou
May 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience. We are so pleased to hear that you found our team pleasant, professional, and helpful.
It’s nice to know my deposit is safe!
It’s nice to know my deposit is in safe hands!
Paul gave amazing support and talked me through the process and gave such helpful information
May 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review! We are really pleased to hear that you feel your deposit is in safe hands. It’s great to know that Paul was able to support you so effectively and guide you through the process with clear and helpful information.
I had problems trying to sign in on the…
I had problems trying to sign in on the internet, phoned TDS and spoke to a very helpful girl (Niamh) who solved my problem so easily, what a wonderful person to talk to, many thanks Niamh.
May 21, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are so pleased to hear that Niamh was able to assist you and make the sign-in process quick and easy.
such a great customer service
such a great customer service. Customer service advisor, Oluwatosin, remained on the line with me to make sure all issues are resolved.
May 21, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear about your positive experience and that Oluwatosin was able to support you so effectively.
Terrible
Terrible , they dont even read your evidence. My agency forced me to leave and there are notice letter and email from the agent to leave and made it clear I have payment areas.But my evidences are go considered for sure and the agent also came to my property without telling me and stole my flat`s key but the adjudicator even didnt consider any one these. such as terrible decision after 3 months waiting. waste energy, and so unreliable. Never agree to put your deposit with this platform. they dont deserve single star.
May 21, 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’re dissatisfied with your experience.
We understand how important this matter is to you, and we would like to reassure you that our adjudicators carefully consider all the evidence submitted by both parties when reaching a decision. This includes reviewing all documentation and statements provided as part of the dispute.
If you believe there has been an error in fact or law in the adjudication outcome, you are able to request a review of the decision.
We appreciate that waiting for an outcome can be frustrating, and we’re sorry for any distress or inconvenience caused during the process.
If you would like us to look into your case further or guide you through the review process, please don’t hesitate to get in touch.
Spoke to a lady called Roo/Rue not sure…
Spoke to a lady called Roo/Rue not sure how her name is spelt.
She was lovely and so helpful. Couldn’t fault her customer service.
May 20, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear about your positive experience and that Rue was able to assist you so effectively.
Good service indeed ,was assisted…
Good service indeed ,was assisted through out the process after i had tried logging in and failed several times then i submitted my dispute straight away.
May 20, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are really pleased to hear that you were supported throughout the process and that our team was able to assist you in submitting your dispute after the initial login difficulties.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are really pleased to hear that you feel confident in our service.
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