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
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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 98% of negative reviews
Typically replies within 24 hours
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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.
I just like the fact that I was called…
I just like the fact that I was called and given directives how to activate my account which I had tried doing some days ago and didn't succeed, but after the call I got everything right.
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are so pleased to hear that our team assisted you with activating your account successfully.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are so pleased to hear that our team clearly explained how our processes work.
As soon as my tenancy agreement…
As soon as my tenancy agreement finished they rung me and advised me what to do with my TDS registration for a rolling contract… very good
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are delighted to hear that our team provided you with all the relevant information about your registration!
Face to face (over the phone) customer…
Face to face (over the phone) customer support rather than emails and chatbots
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback! We are glad to hear you appreciated the face-to-face (over the phone) support.
We understand that direct communication can often provide a clearer and more personal experience compared to emails or chatbots.
Bradley - Great Customer Advisor
Bradley was very helpful, they explained everything clearly and concisely. I felt that they alleviated my concerns and appreciate their transparency during the call. If I contact TDS int he future, I would hope to have Bradley or someone like them handling my query!
April 22, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback! We are thrilled to hear that Bradley was able to assist you effectively and put your mind at ease.
If you ever need assistance again in the future, we’ll be happy to help and ensure you get the same level of support.
absolutely awful
Can't give no stars unfortunately.
Unhelpful staff
Still got my money over 2 yrs after tenant has left , if you want to get your money back use someone else
Terrible service
Update, "get in touch with us to sort it out " if you'd sorted it out when I asked id have had my money back 2 yrs ago and you also wouldn't have had 2 yrs interest on "my money"
September 22, 2025
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
We are truly sorry to hear about your disappointing experience and the delay you’ve faced in getting your deposit returned.
At TDS, we aim to provide a fair and efficient service, and we regret that we haven’t met your expectations.
If there has been an issue with the release of your deposit, we encourage you to contact us directly so that we can investigate this for you and work toward a resolution.
Exceptional customer support
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 exceptional. He took my call first thing promised to call back with further info. And did . Then proceeded to walk me through setting up my account. I wish every person you speak to could be Andrew. I hope he is able to read this as I cannot say thank you enough. Absolutely exceptional customer support.
April 21, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are delighted to hear about your positive experience with Andrew.
We are so glad he could provide the support you needed and guide you through setting up your account.
Not fit for purpose
Not fit for purpose, obviously heavily in favour of tenants. I was left with £2.5K of damage by tenants, including multiple burn marks on original 1920s parquet flooring, ripped off wall light, damaged light switch, stained kitchen worktops etc. TDS awarded me £375. DO NOT use this service if you care about your property as they will return tenants' deposits and leave you with large clean- up bills.
February 16, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience.
We want to clarify that TDS does not take sides in disputes between landlords and tenants. Our adjudicators base their decisions solely on the evidence provided by both parties. The goal is to ensure a fair, impartial process.
We understand that the outcome of your dispute was disappointing, and we encourage landlords to provide as much detailed evidence as possible to support their claims.
If there has been an error in fact or law, you may request a review of the decision.
Very disappointed with the service
Very disappointed after my landlord keep giving me hardtime to realese my deposit. Went to TDS. Communication bad asked a question it took more than a week to get a reply. Awaiting for the documents from the landlord keeping extended time for the landlord. No concern for me. Took 5 months to sort out the refund
February 26, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are truly sorry to hear about your frustration with the deposit release process and the delays you've experienced. We understand how important it is for our customers to receive timely communication and support, and we sincerely apologise for the wait.
Please know that we aim to resolve disputes as quickly as possible, and our ADR process can sometimes take up to 16 weeks, depending on the complexity of the situation. We acknowledge the inconvenience this has caused, and we're continuously working to improve our response times.
We appreciate your patience as we work through the necessary steps to resolve your case. If you have any ongoing concerns or need additional assistance, please don’t hesitate to get in touch with us directly.
Query about deposit …
Great customer service I was dealt with very quickly and solution was sorted within minutes polite staff service was excellent
April 21, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are so glad to hear that your query about the deposit was handled quickly and efficiently.
It’s great to know that our team provided excellent service and found a solution for you in no time.
The conversation on the phone was great and the issues i raised were promptly resolved
The conversation on the phone was smooth,there was no delay in picking calls and all the staff that attended to me were patient and they solved the issues I raised. Thank you Rashmi and David.
April 20, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are thrilled to hear that your phone conversation went smoothly and that our team, especially Rashmi and David, was able to resolve your issues promptly.
Was changed from DPS to TDS, BIG DOWNGRADE!
Currently the letting office suddently change the deposit scheme from DPS to TDS.
The online system of TDS is so bad, it even doesn't show how much deposit you have in your account.
DPS system shows clearly how much you have there plus the interest earned!
TDS? shows nothing! so opaque! BAD system!
April 20, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We understand your frustration with the transition from DPS to TDS, and we truly appreciate your thoughts.
Our goal is always to provide a secure and transparent service, and we value all input as it helps us improve. We’re sorry to hear that the current system hasn’t met your expectations, especially regarding the visibility of deposit balances and interest.
We acknowledge that there are areas where we can improve, and we are constantly working to enhance the user experience.
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