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
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
Company replied
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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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Helpful staff
Helpful staff. Helped me activate my account promptly
First agent didn't resolve my issue as they just sent me a login link.
So I had to call again and the second agent went through the whole issue step by step and made sure that I could log into my account. Very helpful.
May 20, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are really pleased to hear that our second agent was able to support you thoroughly and get your account up and running.
It’s great to know they took the time to guide you step by step and ensure everything was resolved.
We are sorry that your initial contact didn’t fully address the issue, but we appreciate you bringing this to our attention, as it helps us improve our service.
I had a problem logging in called and…
I had a problem logging in called and had a chat with a lovely lady called Tisa and she went through everything with me step by step thank you for your help.
May 19, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience. We are delighted to hear that Tisa was able to support you and guide you through everything step by step.
Good customer service when needed
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 user friendly and customer service is good if needed. Would recommend using TDS.
May 13, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are so pleased to hear that Shiran was able to assist you promptly and resolve your issue efficiently.
It’s great to know that you found the service friendly and helpful, and that the follow-up communication met your expectations. We are also glad you found our website easy to use.
Great
Friendly, informative,clear, helpful in taking action on my behalf, disclosed all information necessary. An absolutely perfect call in terms of call ha doing and outcome.
May 18, 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 your call was friendly, clear, and informative, and that our team was able to support you effectively.
It’s great to know that the advisor provided all the information you needed and handled your query to such a high standard.
I had a fantastic experience with the…
I had a fantastic experience with the TDS Custodial team today. I spoke with a customer service advisor on the phone who was incredibly helpful and clear. Remarkably, within just 5 minutes of our call ending, they sent over a detailed follow-up email confirming exactly what we discussed and the next steps. It is rare to get such efficient, professional, and prompt service. Five stars!
May 18, 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 such a positive experience with our Custodial team and that the support you received was clear, efficient, and helpful.
Getting my refund
I spoke with my estate agent about my refund the told me to contact TDS about it I rung TDS and they were extremely helpful and my problem was solved within half an hour really good really helpful excellent service
May 18, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are really pleased to hear that your issue was resolved quickly and that the team at TDS was able to provide helpful and efficient support.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback! We're so glad to hear you found our team friendly and helpful.
Your member of staff walked me through…
Your member of staff walked me through the whole process, very patient and kind all the time. Just waiting now for the bank transfer to go through.
May 18, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are really pleased to hear that our team member was able to guide you through the process and provide patient and friendly support throughout.
We appreciate your feedback and are glad your experience was a positive one. If you need any further assistance while you’re waiting for the bank transfer, please don’t hesitate to get in touch, we’re here to help.
Denise took her time to support me in…
Denise took her time to support me in processing my payment.
May 18, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are so pleased to hear that Denise took the time to support you and made your payment process smooth.
Informative,reliable
May 18, 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 found our service informative and reliable.
TDS were sympathetic to my issues…
TDS were sympathetic to my issues raised and acted promptly going above and beyond to resolve.
April 13, 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 our team was able to support you in understanding and acted promptly to resolve your issue.
Very pleasant and welcoming on the…
Very pleasant and welcoming on the phone. Although my positive adjudication outcome was not directly connected with my interactions on the phone calls with the TDS team, the few niggles I experienced with the adjudication process and receiving the final payments were handled quite well by the team. While things were not always resolved as quickly or efficiently as I would have liked, everything was dealt with calmly, supportively, and with genuine professionalism throughout. Overall, I found the service helpful and supportive.
May 11, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are really pleased to hear that you found our team pleasant, welcoming, and professional throughout your experience.
While we appreciate your patience where things may not have been as quick or smooth as expected, it’s great to know that any concerns were handled calmly and supportively.
Just logging the complaint and letting…
Just logging the complaint and letting the agency know made them accept their wrong intentions of falsely deducting a chuck of the deposit.
May 15, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your experience. We are glad to hear that by logging the complaint, the situation was addressed and the agency acknowledged the issue.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are so pleased to hear that you found the response clear and respectful—this is exactly the experience we aim to provide for all our customers.
Radu couldn’t have been more helpful…
Radu couldn’t have been more helpful and explained everything very clearly to me. Excellent customer service.
May 15, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback! We are delighted to hear that Radu was able to support you so effectively and provide clear explanations.
Very informative
Very informative, polite, nice to chat to. Gave me info on services I didn’t even know they had. Thank you!
May 15, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are really pleased to hear that you found our team informative, polite, and easy to speak to.
It’s great to know we were able to highlight services you weren’t aware of and provide helpful support.
Great staff
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 quickly.
I just took off on star as there was a delay between the negotiation stage and moving to evidence stage. I had to chase for this which was a bit frustrating.
May 14, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience. We are really pleased to hear that our team was able to support you during what sounds like a stressful situation, and that you found them helpful, kind, and fair.
We are sorry to hear about the delay you experienced between the negotiation and evidence stages, and for any frustration this caused. This isn’t the level of service we aim to provide, and your feedback is important in helping us identify where we can improve.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are really pleased to hear that you received your deposit back and that TDS was able to support you through the process.
Terrible service, landlord-favouring and not impartial
Terrible service, hiding under the guise of impartiality.
Landlord-favouring decisions, improper consideration of evidence, lack of ability to review poor decisions, resulting in significant deposit loss, and the requirement for small claims court proceedings against the landlord.
April 30, 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 feel this way and appreciate you taking the time to share your experience.
At TDS, we are committed to remaining fair and impartial at all times. Our adjudicators carefully consider the information and evidence provided by all parties, alongside the relevant scheme rules and applicable guidance, when reaching a decision.
We understand that the outcome may not always be what a party was hoping for, and we recognise how frustrating this can be, particularly when it leads to further action. While our adjudication process is designed to be thorough and independent, we do take feedback seriously and use it to continually review and improve our service.
I think if you tried you could not…
I think if you tried you could not develop a more confusing web site interface. You have overlapping fields obscuring important information. Error messages associated with entry fields that flash up for less than a second so you have zero idea what the problem is. Even something as simple as entering a mobile phone number just doesn’t work correctly. I can only assume this has been developed in-house.
May 13, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
We are sorry to hear about your experience and truly appreciate you taking the time to share this feedback.
This isn’t the level of usability we aim to provide, and we understand how frustrating it can be when the system makes something straightforward feel complicated.
Your feedback is valuable and will help shape our new interface. If you are available, we would very much appreciate a quick call so that we can better understand your pain points and work with our technology team to address and improve them.
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