mydeposits Reviews 

issues resolved

With a change of user platform, there were always going to be lots of questions as the change over from MyDeposits to Total Property is very different and not very intuitive. However, Sarah answered all my questions patiently so I could finally begin to understand how the system worked and could register a new tenancy.

Nic was extremely helpful and patient in trying to get to the bottom of the issue I had with the newer system. She explained everything that she was doing to work the issue out and once she resolved the issue, she made sure that I was happy with unprotecting some deposits under the newer system. Whenever I speak to Nic she makes me smile and she is always a delight to speak to

I'm could not recommend enough MyDeposit. Hanna today was very professional and helpful. She helped me all the way through the matter. I definitely recommend MyDeposit. Thank you very much

After not being to aware of this company and why they were holding my deposit I decided to call and receive more information on how the process to receive my deposit works. Benjamin was across the line and was able to explain everything in a very professional and concise manner which helped me a lot. I appreciated it a lot and hope more people that are unaware will come across him as he was amazing!

What an absolute disaster MyDeposits has suddenly become! Absolutely NONE of the IT works.
The automated system just tells the customer to use the "Live" chat service which the message “Instant” chat response: "You're 63 in the queue. The wait is about 16 minute(s). Thanks for your patience." you are advised to use this rather than wait on the phone! I have tried both phone, so-called instant" chat and Email starting five days ago! All I want is the name of a tenant removed and replaced with that of a different tenant. I supplied everything that MyDeposits requested five days ago.
The chat line has no access to any IT!
The phone line tells me to wait whilst they work through the six people in front of me.
After another 50 minutes waiting on the phone, I got a human being who could not hear me as their IT was faulty.
And yes this was at the MyDeposits end. There is absolutely nothing wrong with my phone.
I subsequently saw a message on the MyDeposits web site that there had suddenly removed access to the IT some 40 minutes before they answered the phone.
What used to be accomplished in a two minute phone call backed up with a prior Email over the past 15 years that I have been a customer, fails to work after many hours on this simple task over five days.
I only have 14 days to get the updated tenancy record to my tenants and the MyDeposits web site has extended it's down time from four days to five days and now to to six days!
The message on the web site states:
We’ve moved our insured-backed protections onto the Total Property platform. With insured-backed and custodial deposit protection together in one place, members benefit from a simpler, more seamless experience.
The corporate irony beggars belief.

I can’t thank Nic enough! She was absolutely brilliant and so patient with me. I really do appreciate the time that she spent with me and am so pleased that she answered my phone call. She was so reassuring to someone who wasn’t sure what they were doing! We need more Nic’s in this world. Thanks again for all your help in sorting me out.

I made an error and Nic talked me through what I had done wrong and helped me resolve the error.
She was absolutely lovely and so patient and reassuring.

Just one small thing, I did have to wait a long time to speak to her though I think there were 15 others waiting before me.

I would like to thank Hannah for her outstanding help and support. She was incredibly helpful, patient, and professional throughout. She went the extra mile to find the answers to my questions and kept me informed every step of the way. Nothing was too much trouble, and her willingness to investigate and make sure I had the correct information was greatly appreciated. Excellent customer service and a real credit to the team. Thank you, Hannah!

Once again clear, professional help from Nic at MD. She knows her stuff, guided me step by step on a follow up claim and checked her end and mine we had followed the case correctly. If all call
staff were like those at MD life would be cleared and easier! Thank you

Armani was AMAZING. She patiently guided me through the new system and really helped so much. It took almost an hour to get through but once I did it took 35 mins of working with me and she was brilliant from start to finish. Thank you so much Armani.

Benjamin was very knowledgeable and helpful. He understood the problem quickly and was able to offer solutions that were easy to implement. Very polite and professional. Highly recommend.

Talked to the lovely Nic today she was an angel and helped me start to finish! Thank you so much … so appreciated!

My experience with MyDeposits was absolutely horrible. From the beginning, it felt like they were automatically taking the landlord’s side instead of looking properly at the facts and evidence.

I was made to pay for maintenance problems that were clearly the landlord’s responsibility, including mould and poor-quality painting. There was no proper evidence to support the amount the landlord was claiming, yet MyDeposits still decided to split the money 35/65 as if they had simply picked numbers out of nowhere.

The people dealing with the case came across as unprofessional, judgmental and completely inconsistent. Their decision did not properly explain how they reached the amount, what evidence supported it, or why I should be responsible for the landlord’s own maintenance failures.

The whole process felt unfair, careless and biased. What is the point of a deposit protection scheme if tenants are still charged for problems caused by the landlord and decisions are made without solid evidence?

I would not trust MyDeposits to handle a dispute fairly. Their decision-making was poor, their reasoning was weak, and the entire experience was frustrating and unacceptable.

I've had a fantastic customer service experience twice with Nic, the first time on 21/07/26 and again today. Not only was she very informative, but she took the time to make sure I understood and received the information she gave me. Nic was also very positive and supportive whilst helping with my query. Nic represents the company brilliantly, I can only hope this review reaches her managers and other senior members of staff so she gets the recognition she so deserves.

I do hope the company will be able to support me with my case and will update this review with the outcome in the coming months.

Nic was very professional, answered all my questions perfectly, and very good at explaining everything. My deposits is definitely the place Landlords should keep their tenants deposit's

Claire Louise has been more than lovely, supportive and helpful with the query we had!
Thank you again!

What a pleasure it was to speak with Sarah today. I was somewhat confused about the changes that will be taking place with the two DPC protected deposits I hold with you. Sarah explained in very clear terms how they will affect me, and I am most grateful to her for her pleasant manner. Thank you, Mervyn.

Excellent service Nic, know what I needed to have carried out and as normal the company excelled