I needed to phone TDS as I had a problem with the online request for out deposit return. I was very pleased with the help I received and everything was sorted out quickly. I spoke with Nathan who w... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I contacted TDS with an urgent query about a deposit I couldn’t locate on the portal. Robert Whitelaw dealt with my case quickly and professionally, searched the records and confirmed the deposit was... See more
Company replied
I was sorting out the deposit from my mums house after she recently passed away. Andy K was excellent, quick responses by email, easy to understand instructions as to what I needed to do. Excellent se... See more
Company replied
I want to highlight the fantastic service I served from Linda Cadden. She was extremely helpful and professional, stepping in and resolving the matter quickly and with ease. Linda stayed on the phone... See more
Company replied
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
4.3
Excellent
4K reviews
Asks customers to review
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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Very exceptional customer service has…
Very exceptional customer service has been experienced today with a lady staff of yours. Great pleasure to be a customer of yours.
24 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that you received such exceptional customer service from a member of our team today.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your lovely feedback. We are so pleased to hear that you found our website easy to use and that our team was quick and helpful in assisting you.
Fast Reliable Service
I dealt with Casey Sutherland who was helpful, polite and resolved my issue in a timely manner
23 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that Casey was able to assist you effectively.
McKenzie was very informative
McKenzie was very informative, friendly, funny but professional. McKenzie is a legend. Be more like McKenzie 🙂
23 July 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 McKenzie was informative, friendly, and professional, while also bringing a sense of humour to the experience.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are so pleased to hear that you found our staff friendly and the information provided clear and helpful.
Quick and easy help
Chloe was so helpful and got everything sorted so quickly! I really appreciated her help :)
22 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback! We are delighted to hear that Chloe was able to help and get everything sorted so quickly.
Registration problem
My application to join the scheme failed to allow me to create a password. I had successfully registered and had an email confirmation. I contacted the agent who said they had no record of my email and after several attempts and going round in citcles I abandoned the process. If they cannot do the basics how I am I supposed to trust the company!
Update
Thank you for your generic automated response. I would suggest discussing the problem with the agent who agreed she would raise this with senior manager. I also note from another one star review that someone else describes a similar problem
22 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear that you experienced difficulties during the registration process and appreciate how frustrating this must have been.
The experience you've described is certainly not the standard of service we aim to provide, and we understand how issues with something as fundamental as account registration can impact your confidence in our service.
To help us investigate this further, please could you submit a screenshot or image of any error messages you encountered, along with the email address used to register. Our IT team will then be able to review what happened and identify any underlying issues with the registration process.
We sincerely apologise for the inconvenience caused and appreciate you bringing this matter to our attention. Your feedback helps us improve our systems and service for all users.
very polite and helpful
very polite and helpful. Paul gave me clear advice and responded promptly to all my questions.
22 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Paul was polite, helpful, and able to provide clear advice throughout your enquiry.
helpful and kind !
22 July 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 you have had a positive experience with our team at TDS!
Great customer service
This was a very dormant letting, on a property I have since sold. I wanted to wrap up the paperwork and wasn't sure where to start. Dan was super helpful, gave me great instructions into how to complete the online form and what the next steps were - even over the weekend. Thank you very much!
18 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you so much for your kind feedback.
We are delighted to hear that Dan was able to help make the process of closing out your letting straightforward, especially given that the property had already been sold.
Complex log-in system although Helpdesk…
Complex log-in system although Helpdesk staff helpful. Technical problems with uploading. Adjudicator ignored evidence and process/policy failures when making a decision over withheld deposit. Felt like TDS very much aligned to vested interests and not tenants.
12 June 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are pleased to hear that you found our Helpdesk staff helpful, although we're sorry to learn that you experienced difficulties with the log-in process and uploading documents.
We would also like to address your concerns regarding the adjudication outcome. Our adjudicators are independent and impartial, and all evidence submitted by both parties is carefully considered when reaching a decision. They do not favour either tenants or landlords.
If you believe that relevant evidence was overlooked or that there was an issue with the adjudication process, you're welcome to request a review of the decision in line with our review process. We'd be happy to explain the criteria and next steps.
Can't log in to account even when email…
Can't log in to account even when email and verification code used,customer service is awful.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are sorry to hear that you've been experiencing difficulties accessing your account and that your experience with customer service did not meet your expectations.
If the password reset link is not working, we recommend sending us a screenshot of the error or issue you're encountering. This will allow our IT team to investigate further and identify the cause as quickly as possible.
We appreciate your feedback and would like the opportunity to resolve this for you. Please contact us with the screenshot and any additional details, and we'll do our best to help.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are delighted to hear that you felt listened to throughout your experience with us.
After much to & fro trying to get hold…
After much to & fro trying to get hold of the Tenancy department, the service on the phone was very good & we sorted out the refund deposit.
Thank you
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We appreciate your patience while trying to reach the Tenancy department and are sorry for any inconvenience caused during that process.
We are pleased to hear that, once you got through to our team, you received a very good level of service and that we were able to help resolve the deposit refund for you.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback. We are delighted to hear that you found our service both professional and friendly.
Extremely helpful with deposit…
Extremely helpful with deposit difficulties.
20 July 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 you found our team extremely helpful in resolving your deposit difficulties.
Over weekend I tried to register a new…
Over weekend I tried to register a new deposit and system would not accept my card details. Tried 4 different cards, different banks but no luck. So phone Monday morning and got bank details and did a transfer. Then told it will take 3-5 days to clear. My new tenant, who doesn’t know me, paid £2000 and I was not able to give her a certificate. However staff are very helpful, just system not good and very slow to clear
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear that you experienced difficulties when trying to register your deposit online and appreciate the frustration this caused, especially when you were unable to provide your new tenant with their certificate straight away.
We are pleased to hear that our team was able to assist you by providing our bank details so that you could make a transfer. Please note that all payments and deposit registrations can take up to 3–5 working days to be processed and allocated to your TDS account. Now that the deposit has been processed, you will be able to access and download the Protection Certificate and Prescribed Information directly from your TDS account to provide to your tenant.
My complaints resolved promptly.
The Customer Care representative was very helpful and professional, her guidiance helped me resolve the issues i called for promptly.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are pleased to hear that your complaint was resolved promptly and that our Customer Care representative was able to assist you in a helpful and professional manner.
Spoke to Oscar
Spoke to Oscar. He helped with my query and gave me all the information I needed. Very competent and highly trained . 10 stars week deserved
20 July 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 Oscar was able to help with your query and provide all the information you needed.
Paul was very friendly and helpful when…
Paul was very friendly and helpful when explaining a routine deposit set up, and made a boring process smooth and engaging.
20 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that Paul was friendly and helpful when explaining the routine deposit setup.
It's great to know that he was able to make what can sometimes be a straightforward but lengthy process feel smooth and engaging.
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