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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I was lucky this morning after calling TDS Ireland spoke to a lovely lady and then straight away called TDS England and Wales and unfortunately didn’t get anywhere …. But Andrew Keegans was exceptiona... See more
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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 landlo... See more
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Shiran answered promptly and was very friendly and helpful. She resolved my issue immediately over the phone which was appreciated. Also followed it up with an confirmation by email. The website is... 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
4.2
Great
4K reviews
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Replied to 99% of negative reviews
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A note of warning to Landlords.....expect delays!
Nice enough staff but terrible at managing expectations. And I feel the need to warn Landlords that even if you have to go through the gruelling, long winded and costly task of taking a tenant to court and getting a possession order that states > "The Tenancy deposit held with TDS with Deposit Account Number: XXXXX in the amount of £X is ordered to be forthwith released to the Claimant to offset the arrears owed.' <
In order to pay you the deposit TDS will firstly want the Possession Order to match the TDS certificate (so check with your letting agent that you are named under Landlord!) But even after you do that, and in our case open a TDS account and get the agent to transfer the deposit to us, they will then inform you via email (no mention of this during multiple phone calls btw)... "When a court order is issued in this manner, we are still required to send a 7 day Final and Binding notice to the tenant. This is a mandatory part of our process and must be followed, regardless of your preference not to contact the tenant.
Once the tenant confirms the order, or once the 7 day period has passed without response, the payment will be released accordingly." - To clarify here our preference is not that they don't contact the tenant (who FYI hasn't paid 10 months worth of rent and will not vacate) but that it shouldn't be necessary if you can A/ prove arrears are higher than the deposit and or B/ that you have a court order that demands it be paid 'forthwith'. Why should the tenant need to be notified and confirm it when a judge instructed it? This is simply a further frustrating delay in a process that is supposed to be fair!
May 29, 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 about your experience. We understand how frustrating delays can be, especially after going through a lengthy process to obtain a court order.
While we’re pleased to hear that you found our staff helpful, we recognise that managing expectations is equally important, and we’re sorry this wasn’t clearer during your interactions with us.
To ensure fairness and consistency for all parties, we are required to follow strict scheme rules and processes. This includes issuing a final notice to the tenant, even where a court order has been granted. These steps are in place to make sure we comply with legislation and treat both landlords and tenants fairly in every case.
We do appreciate that this can feel like an additional delay, and your feedback will be taken on board as we continue to improve how we communicate these requirements.
I've contacted TDS 3 times
I've contacted TDS 3 times, on 2 occasions have felt totally supported and heard and not judged...one occasion however was someone lacking in anxious people skills
May 29, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback and for taking the time to share your experience. We are really pleased to hear that you felt supported and listened to during your previous contacts with us.
We are sorry, however, that one interaction didn’t meet the same standard. We understand how important it is to feel supported, especially in difficult situations.
Nothing works
Nothing works, you'll be told lots of lies, lots of completely unlikely expanations....the legislation requires low life cowboys like these people...they're just monetizing legislation whilst doing nothing
May 30, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are sorry to hear about your experience and that you feel this way. This is not the level of service we aim to provide.
We would really appreciate the opportunity to look into this further and understand what’s happened. Please get in touch with us directly with more details so we can investigate your case.
After my mistake
After my mistake, I had a lady caulled Debbie help me, I could not thank her enough .with the help and patience she had ,thank you very much.
May 29, 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 Debbie was able to support you with such patience and care.
Process was easy
Process was easy, minor corrections on names was done quickly and money returned promptly once my tenancy ended.
May 29, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are glad to hear the process was easy for you and that any corrections were handled quickly.
It’s great to know your deposit was returned promptly after your tenancy ended.
The agent Denise Taylor agent for tds…
The agent Denise Taylor agent for tds was extremely helpful in sorting return notifications to tennant regarding attempting deposit return to the tennant thus assisting the landlord on the matter. J.webster
May 29, 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 Denise was able to assist so effectively with the deposit return notifications.
It’s great to know she could support both you and the tenant and help move things forward smoothly.
Professional service and issues…
Professional service and issues resolved in a timely manner.
May 29, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your experience. We are pleased to hear that you received a professional service and that your issue was resolved in a timely manner.
Staff very helpfull to assist me thank…
Staff very helpfull to assist me thank them very much
May 29, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that our staff were so helpful in assisting you.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are pleased to hear you had a positive experience with our team.
Really helpful on the phone
Really helpful on the phone , and super friendly too . Rae was really lovely
May 29, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are so pleased to hear you found Rae helpful and friendly on the phone.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are glad to hear you found our interface easy to use and that you were happy with the service.
Prompt response which led to immediate…
Prompt response which led to immediate action and my deposit was returned within 7 days. I am super happy with the service
May 29, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are really pleased to hear that our prompt response made a difference and helped resolve things quickly for you.
It’s great to know your deposit was returned within 7 days and that you’re happy with the service.
First class service
The lady that I spoke to, Shiran helped and guided me through the whole process and made a hard process a lot easier . Thank you . 5/5
May 27, 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 Shiran was able to guide and support you through the process, making what can be a difficult experience much easier.
Great service
Solved issues after separation from my partner.Clear instructions to follow very quick to respond to emails .Very helpful Good communication .Great service
May 28, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience. We are really pleased to hear that we were able to support you through what sounds like a challenging situation, and that you found the process clear and easy to follow.
It’s great to know our team responded quickly, communicated effectively, and provided helpful guidance throughout.
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.
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