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
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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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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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A really great company to deal with…
A really great company to deal with .extremely helpful and a positive attitude thank you for your help today very much appreciated
April 23, 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 assisted you effectively!
Informative, friendly and helpful.
April 23, 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 have had a positive experience with our team at TDS!
Great protection and easy closure
I recently concluded a 6-year tenancy. Knowing my deposit was protected by the TDS gave me the confidence to negotiate a fair settlement with my agency. When we reached an agreement, the TDS was very proactive—they even called me to verify the details and ensure I was happy to close the dispute. It’s a very professional service that gives tenants peace of mind. Highly recommend.
April 23, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are really pleased to hear that the deposit protection gave you confidence throughout your tenancy and helped support a fair outcome at the end.
It’s great to know our team’s proactive approach made the process smooth and reassuring for you.
I spoke to Chris
I spoke to Chris and he clearly answered all my questions regarding deposit schemes and tenancy renewals. He was a fantastic guy.
April 23, 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 Chris provided you with all the relevant answers to your queries.
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 received great service from our team at TDS!
The company is really doing a great…
The company is really doing a great job, when I raised a dispute, less than 24 hours they stepped in and everything was settled amazingly, I collected my full deposit back within a week
April 23, 2026
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 step in quickly and resolve your dispute so smoothly.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are so pleased to hear that you have received good service from our team at TDS!
Extremely frustrating experience with TDS
Extremely frustrating experience with TDS adjudication.
My dispute was officially passed to adjudication on 19 March, and I was clearly told to expect a decision within 28 days (by 16 April). That deadline came and went with no update.
Since then, I’ve received completely inconsistent information from different TDS staff. Their helpline told me the case only entered adjudication on 2 April (contradicting their own written confirmation), and I’ve been given multiple shifting deadlines by the resolutions team (“end of last week”, then “early this week”) - none of which were met.
To make matters worse, the adjudicator only requested additional evidence on 17 April, nearly a month into the process. I provided everything the same day, yet I’m now being told the timeline may reset again. This information could and should have been requested much earlier.
Communication has been poor, timelines are not adhered to, and responsibility is being shifted onto customers rather than acknowledged internally. At this point, I still have no clear date for when I’ll receive a decision or my deposit back.
Overall, the process has been unnecessarily prolonged and far below the standard of service expected.
Would not recommend.
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry to hear that you’ve found the adjudication process frustrating.
We can confirm that the adjudicator did request some additional evidence as part of progressing your case. We have also received your complaint, and a response has been provided addressing the points you raised.
We understand that delays and changing timelines can be concerning, and we appreciate your patience while the process is completed.
Very helpful
I talked to Kofi from the team. He was such a nice person very polite and tried his best to help me .
April 22, 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 Kofi made such a positive impression.
If you need any further assistance, don’t hesitate to get in touch.
It was an excellent experience
It was an excellent experience; the agency staff helped me patiently and kindly guided me step by step through what I needed to do.
April 22, 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 an excellent experience with us.
Our team always strives to provide patient, step-by-step guidance, so it’s wonderful to know that this made a positive difference for you. If you ever need further assistance, we’re always here to help.
What a great experience
What a great experience. Friendly, professional and helpful. TDS helped us get 100% of our deposit back and followed up to ensure the agency had really paid us the money. I only wish we could rent from them rather than the realestate agencies in London.
April 21, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are really pleased to hear you had such a positive experience.
It’s great to know our team was able to support you through the process and help ensure your deposit was returned smoothly.
Good experience
April 22, 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 have had a positive experience with our team at TDS!
The lady I spoke to was very helpful
The lady I spoke to was very helpful, courteous and a pleasure to deal with, excellent.
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are thrilled to hear that you received excellent service from our team at TDS!
Andy at his best
The best most helpful customer service call ive ever had from Andy this morning at tds spoke very clear and made sure everything was done the right way and sounded like he really loves his job and most importantly loves helping people solve issues or queries as quickly and as easy as possible thank you again
April 22, 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 Andy provided such clear, helpful support and made the process easy for you.
Awful
Awful.
I spent ages on the phone with TDS taking my account details so they can send my deposit back and, they sent it back to the letting agent, who I used over 10 years ago. While ln the phone they never mentioned anything about it needing to be sent to the letting agent. I don’t know why they took my bank details if this is the case!
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
We are truly sorry to hear about your experience and understand how frustrating this must have been.
As we don’t have access to the specific details of your case here, we’re unable to confirm exactly what happened, but this certainly isn’t the level of clarity we aim to provide.
We’d really like to look into this for you and provide a full explanation. Please contact our support team with your details so we can investigate and help resolve this as quickly as possible.
Good communication and answer phone…
Good communication and answer phone quickly. Resolve problems easily.
April 22, 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 have had a positive experience with our team at TDS!
Excellent service and support
Excellent service and support. The agent that dealt with me Mackenzie was fantastic and i would like to say thank you to him for all his effort and support.
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are thrilled to hear that Mackenzie provided you with excellent service!
She was very friendly and helpful..
She was very friendly and helpful..
Thanks
April 22, 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 have had a positive experience with our team at TDS!
TDS Custodial issue
Chelsea Crawford managed to resolve an issue I had with locating some deposits. Chelsea, was helpful, polite and easy to deal with.
April 17, 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 Chelsea assisted with locating the deposits for you!
Confusing
Very confusing. And I got a call out of the blue. Also confusing. And suspicious.
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry to hear that your experience felt confusing.
To clarify, once a deposit is registered with us, our team may carry out a welcome call. The purpose of this call is to explain how the deposit protection process works, outline key responsibilities, and answer any questions you might have. These calls are a standard part of our service and are intended to support both landlords and tenants.
We understand that receiving an unexpected call can feel concerning, and we’ll take your feedback on board to make this communication clearer in advance.
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