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
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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
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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
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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
4.3
Excellent
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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Very good experience and very good and…
Very good experience and very good and helpful people 🙏🥰
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you had a very positive experience and found our team to be helpful and supportive.
Excellent customer service
My advisor Oluwatosin was so supportive and knowledgeable. I was unsure about several areas of my account and she took me through it.
I felt very reassured and it was a very positive call.
I am now more familiar with the processes and feel more confident in the system.
Oluwatosin was polite, and solution focussed, I can’t rate her highly enough, excellent customer service!
Many thanks,
Odette
10 July 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 Oluwatosin was able to provide such supportive and knowledgeable assistance. It's great to know that she guided you through the areas you were unsure about, helped build your confidence in using the system, and left you feeling reassured following your call.
Tom was very helpful and clear in his…
Tom was very helpful and clear in his approach and I got my situation sorted quickly - thanks :)
10 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that Tom was able to help you and explain everything clearly, and that your situation was resolved quickly.
It’s taken a long long time to get the…
It’s taken a long long time to get the decision to refund the full security tenant deposit to me - it shouldn’t be that way
9 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback.
We are sorry to hear that you were dissatisfied with the time taken for your deposit to be returned.
TDS follows a set of scheme rules and processes designed to ensure that all parties are treated fairly. Whether a deposit return is agreed between the parties or a dispute is raised, the other party must be given a reasonable opportunity to respond before the matter can progress. This can sometimes result in the process taking longer than customers expect.
We appreciate that waiting for funds to be returned can be frustrating, and we understand your disappointment. Our procedures are in place to help ensure that deposit returns are handled fairly and in accordance with the requirements of the scheme.
An HONEST review about the TDS
My experience with TDS has been extremely disappointing and, in my view, tenants should understand how the process works before relying on it.
What I discovered during my deposit dispute is that TDS will only actively deal with the portion of a deposit that is formally disputed. If an agent or landlord fails to return an undisputed amount, TDS advised me that they would not contact the agent/landlord to pursue its release on my behalf DESPITE citizens advice stating otherwise (whom I was consistently referred to over the phone).
In my case, more than 30 days passed after the tenancy ended and the undisputed portion of my deposit still has not been returned. Despite this, I am left to chase the agent myself. This is particularly frustrating given that TDS’s own rules state that undisputed amounts should be returned promptly and that agents/landlords can face consequences for failing to do so as it’s against THEIR rules.
When I spoke to the admin over the phone, she was adamant that it was legal for landlords/agents to withhold undisputed deposit amounts until the adjudicator stage which is infact a breach of THEIR own rules and a breach of The Property Ombudsman Codes of Practice.
I was also surprised to learn that, unlike what many tenants may expect, TDS does not necessarily hold the deposit itself. In my case, the deposit remained with the agent/landlord and TDS only became involved in relation to the disputed amount. If an agreement cannot be reached, the disputed funds are then dealt with through the TDS process while the landlord/agent is free to do what they wish with the undisputed amount.
Citizens Advice information led me to believe that deposit protection schemes play a role in helping tenants recover undisputed deposit funds. My experience was that TDS would not assist with this and that responsibility remained with me to pursue the agent directly.
Many reviews glaze over this, but there is VERY LITTLE about what happens when an agent simply fails/refuses/delays to release undisputed funds. Tenants should be aware of this distinction.
If you choose to be HONEST and only dispute the deductions you genuinely disagree with, you EILL find yourself chasing the return of the undisputed balance with little practical assistance.
Overall, my experience has been that the scheme offers limited help when it comes to recovering undisputed deposit funds, leaving tenants to navigate that process themselves.
Edit 10.07.26: as you can see from their response, they are in no rush to address the loophole “insured” tenancy deposits creates. Just like every other bad review the TDS has, it’s just more ramble about what they can and can’t do, essentially pushing the blame on tenants for being honest on what is genuinely being disputed.
As per my review and just like MANY others, stay away from any agents who use the TDS. Their policy regarding ‘insured’ deposit schemes benefit landlords/agents as they are able to withhold undisputed amounts whilst the TDS ‘acts’ as a mutual ground between both.
9 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 were disappointed with your experience.
We would like to clarify that your tenancy was protected under our Insured scheme, which means the deposit funds remain held by the landlord or letting agent throughout the tenancy and dispute process. In these cases, TDS does not hold the deposit and therefore cannot directly release or return any funds to tenants.
Under the Insured scheme, TDS's role is to provide an independent dispute resolution service for any amounts that are formally disputed. Once both parties have agreed that part of the deposit should be returned, that amount becomes undisputed funds and falls outside the adjudication process. As a result, TDS can only make decisions regarding disputed amounts and is not able to compel or enforce the return of undisputed funds held by a landlord or agent.
We appreciate that this distinction may be frustrating, particularly where there are delays in receiving funds that have already been agreed for return. While we can provide information about the relevant scheme rules and expectations, we do not have legislative enforcement powers over landlords or letting agents.
If the adjudication process has concluded and you have still not received funds that were agreed to be returned, we would recommend seeking further independent advice. Organisations such as Justice for Tenants may be able to provide guidance on the options available to you.
We understand your concerns and appreciate your comments regarding how the process could be better explained. Feedback such as yours helps us identify areas where we can improve customer understanding of the different tenancy deposit protection schemes and the role we play within them.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you found our service friendly and communication easy.
Best Customer Service Experience Ever!
Today I was helped by a man named Mackenzie. I cannot praise him enough for his amazing compassion and excellent customer service. I suffer with severe mental health and Mackenzie went above and beyond to support me with my difficulties. I found him to be very knowledgeable and filled me with confidence in his ability to help me effectively. He was also humble and thorough enough to double check some information with a supervisor, to ensure 100% accurate advice was given. Please pass my sincere gratitude onto Mackenzie, and thank him for making such a difference to my day. He is a glowing example of someone who is amazing at his job and genuinely cares about the client (extremely rare). He is a real credit to your company and was an absolute pleasure to deal with. If I could, I would give him 10/5 stars.
8 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 about the exceptional service you received from Mackenzie.
It's especially meaningful to know that Mackenzie was able to provide compassionate and effective support during what can be a difficult time.
And it's fantastic to hear that Mackenzie's knowledge, patience, and commitment to ensuring accurate advice helped give you confidence and reassurance throughout your interaction.
Connected to understand the process
Connected to understand the process. Very helpful
8 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that you contacted us to better understand the process and that you found the information provided helpful. Our team is always happy to assist and guide customers through the process as clearly as possible.
I spoke with Luke and he was very…
I spoke with Luke and he was very positive and polite, explained everything well. Very happy with the call!
8 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that Luke provided such a positive experience.
It's great to know that he was polite, explained everything clearly, and ensured you had all the information you needed.
TDS are fair and reasonable
TDS are fair, but the length of time that allows the defendent to respond should be shorter, but otherwise the staff are helpful.
1 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that you found TDS to be fair and that our staff were helpful throughout the process.
We appreciate your comments regarding the response times. However, the time allowed for the other party is set within our process to ensure that both parties have a fair opportunity to respond.
Amos was super brilliant and…
Amos was super brilliant and articulate, conversation was brief, time managed properly, and information relayed professionally and clear…very brilliant…super impressed 5 stars to Amos
8 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 Amos provided such an excellent experience.
It's great to know that he was professional, articulate, and clear throughout the conversation, while also managing the call efficiently and ensuring you received the information you needed.
Great customer service.
8 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 our team provided you with great service!
The representative was polite and…
The representative was polite and helpful. He provided useful information, though I was aware of some of this already.
7 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that our representative was polite and helpful, and that the information provided was useful.
We appreciate that some of the details were already familiar to you, but we're glad we could offer support and ensure you had the information you needed.
Great follow up which was unexpected
Great follow up which was unexpected. Rae the agent was great and offered all kinds of information wituout being pushy....which i received immediately
7 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that the follow-up was a positive surprise and that Rae provided such a great experience.
It's wonderful to know that the information was helpful, delivered promptly, and shared in a friendly, informative way without any pressure.
Cant use the account it wont allow me…
Cant use the account it wont allow me to login
7 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry to hear that you are having trouble logging in to your account. If you contact us directly, a member of our team will be happy to help. We can send you a password reset link and assist you with regaining access to your account.
Quick and easy to get my deposit back
Quick and easy to get my deposit back. Had all the necessary information ready. Just wish I could do this online without having to create an account.
6 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are glad to hear that you found the process quick and easy.
We understand your preference for completing this online without creating an account; however, because the process involves sensitive personal information and the return of payments, an account is required to ensure security and protect customer data.
Don't trust them
Don't trust them, they take my deposit but once I left the flat they never refund my deposit money. I have 1100 pounds. They are fraud. Warning ⚠️⚠️⚠️
6 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry to hear about your concerns.
Having reviewed our records, we can see that an agreement was reached between you and the agent/landlord regarding the distribution of the deposit, with an agreed amount due to be returned to each party.
According to our records, the refund was scheduled to be processed on 3 July.
If you have not yet received the funds, please contact us directly and we will be happy to investigate this further and provide an update on the status of the payment.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are glad to hear that you found the staff helpful.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that you were happy with the response and support provided.
Amos was so helpful today,he gave me…
Amos was so helpful today,he gave me all the information and details about TDS.He also answered my questions.
6 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 Amos was able to provide you with all the information you needed about TDS and answer your questions clearly.
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