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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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.
Brilliant customer service by Dan
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 Dan provided you with brilliant customer service.
Excellent service
Excellent service, Kieran was very helpful and friendly!
4 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 Kieran provided you with excellent service and that you found him to be both helpful and friendly.
great customer service experience
Tom was very helpful and was able to resolve my issue quickly
3 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Tom provided you with a great customer service experience and was able to resolve your issue quickly.
Andy K was helping with a deposit that…
Andy K was helping with a deposit that i had to submit a stat dec for. There was a small issue with the processing but Andy took over and helped to resolve this very quickly. Very professional and helpful.
3 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 Andy was able to assist you with your statutory declaration and quickly resolve the processing issue you encountered.
I had an opportunity to talk with a…
I had an opportunity to talk with a very polite and professional guy, named Ali. He have sorted everything for us and we recieved our deposit.
Thank you so much, Ali, you have done a brilliant gob! 😊
3 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 Ali provided you with a polite and professional service and was able to help resolve your query and arrange the return of your deposit.
I guess if you’re a tenant you’re going…
I guess if you’re a tenant you’re going to give this company 5 stars and if you’re a landlord zero if you could. That’s the long and short of it.
I am absolutely disgusted by this company and the way they purport to be independent. They are not - they just work for the tenants.
I had a terrible experience with my tenants who even admitted not having cleaned the property, having left the garden so overgrown that it was impassible and breaking several things amongst which a double glazed window. Guess how much I got back from the dispute with the tenants thanks to these jobworths at the TDS? You guessed it, zero! Despite having a check in and check out inventory by the same company and actual INVOICES for what I paid to sort out the mess and damage, the adjudicator decided I hadn’t proved my case. Not sure what ELSE one is supposed to do to prove their case?? I even uploaded texts from the tenants who admitted to the things I was claiming for!
Thanks TDS!!! It really was worth my while spending 5 hours accurately filling in all the parts of the dispute and cross referencing it with the inventories. 🤯 what an award winning company!!
3 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 are dissatisfied with the outcome of your dispute.
TDS is committed to providing an independent and impartial dispute resolution service. Our adjudicators do not favour either landlords or tenants; each case is assessed solely on the evidence submitted by both parties and in accordance with the relevant scheme rules.
We understand that this outcome may be disappointing, particularly where you believe you provided substantial supporting evidence. However, adjudicators are required to reach their decisions based on the quality and relevance of the evidence available.
If you believe there has been an error in fact or law within the adjudicator's decision, you are welcome to request a review. For further information regarding the review process and the criteria that apply, please contact our Customer Service Team, who will be happy to assist.
Oscar was extremely friendly
Oscar was extremely friendly, well mannered and straight to the point. Very helpful and the phone call didn’t feel to long. Thanks for the information.
3 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 Oscar was friendly, professional, and able to provide the information you needed in a clear and efficient manner.
It's great to know that the call was helpful and that you felt well supported throughout.
Very reassuring
Very reassuring, a great trusted company. Luke was lovely and friendly!
3 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 found our service reassuring and that Luke made such a positive impression.
It was a great experience with tenancy…
It was a great experience with tenancy deposit scheme they secured our deposit and helped us a lot and gave excellent service thank you so much
2 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 had a great experience with the Tenancy Deposit Scheme and that our service helped to protect your deposit and support you throughout the process.
Luke was absolutely thorough and…
Luke was absolutely thorough and answered my questions seamlessly. Thank you!
2 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 Luke was able to answer your questions thoroughly and make the process seamless for you.
Chloe was great!
2 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. It's great to hear that Chloe assisted you effectively!
Lovely customer service and very…
Lovely customer service and very helpful.
2 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 received excellent service from our team at TDS!
Good talking about tenancy deposit
3 March 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!
Sometimes when you're really in need
Sometimes when you're really in need, its the kindness of a stranger (who owes you absolutely nothing) that can change the trajectory of your day.
This is what happened to me when Linda picked up the phone to deal with my query.
I had come through to the wrong department and she patiently took the time to find a solution to my problem, running from her office to the correct department to find the answers to my questions. She did not have to do that.
Also bear in mind that as we were talking my mobile connection was compromised and she could hardly hear me. Yet she never made an excuse to put the phone down on me. Instead she perservered.
The very next day, I received an email from the correct department just as she had promised and the issue I had been wrestling with was sorted.
Linda deserves a medal and definitely a pay rise. She takes her job very seriously and her level of customer service is excellent. She is a credit to TDS.
30 June 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience.
We are delighted to hear about the exceptional service Linda provided. It's wonderful to know that Linda's patience, determination, and commitment made such a positive difference during what sounds like a challenging situation.
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