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
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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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Replied to 100% of negative reviews
Typically replies within 24 hours
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Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review. We are pleased to hear that you received great service from our team at TDS!
Great staff!
The TDS website and procedures really feel quite clunky to deal with. However, every person that l have dealt with at TDS has been polite, professional and extremely helpful. In what can be very complicated processes to try to follow, they are a breath of fresh air!
July 10, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback.
We are pleased to hear that the colleagues you have spoken to have been polite, professional and helpful throughout the process.
We understand that some of our processes and website can feel complicated to navigate, and we value your feedback as it helps us identify areas where we can improve.
Was provided incorrect information
Was provided incorrect information, I was advised payment would be in bank withing 5 working days, phoned back after 5 days to be told it should go to under investigation by close of play today , then payment will be released within 3/5 working days so that will be Friday 24th July , we will see ?
July 13, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are sorry for the confusion and frustration caused by the conflicting information you have received.
We appreciate that this is not the experience you expected, and we apologise that the original timescales provided were not accurate. We understand how important it is to receive clear and consistent updates, and we are sorry this did not happen in your case.
If you have not received the payment by 24 July, please contact us and our team will investigate this further for you.
Very polite, friendly and helpful
I had a lovely conversation with one of the staff(sorry forgot his name).
He helped me with an email sent regarding my tenancy deposit.
Very kind and professional.
July 17, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you had such a positive experience with our team.
It's wonderful to know that the colleague you spoke with was polite, friendly, and helpful, and that they were able to assist you with your tenancy deposit query in a kind and professional manner.
Transparency and accountability
Great experience talking to their customer service, exact and transparent
July 17, 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 had a great experience with our customer service team.
Easy experience so far
Easy experience so far. Not received deposit as yet, but have received the interest accumulated over the period. The Deposit is coming shortly after. Spoke to a young lady today, she was very helpful and pleasant. The phone disconnected a couple of times but she quickly called me back. Great service.
July 17, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that your experience has been easy so far and that the interest payment has been received.
It's great to know that our colleague provided such helpful and pleasant service, and that she promptly called you back when the connection was lost.
Thank you!!!
Shaun, thank you very much for your help. It was a great pleasure talking with you while you were explaining all the technicalities in a very simple way.
July 17, 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 Shaun was able to assist you and explain everything in a clear and easy-to-understand way.
All I can say each time I have spoken…
All I can say each time I have spoken to the staff they have gone over and beyond to help me fantastic thank you
July 17, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are delighted to hear that every time you have spoken with our staff, they have gone above and beyond to help.
Tom was very helpful and polite
Tom was very helpful and polite. He answered all my questions very clearly
July 16, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Tom was able to assist you.
Unable to access my TDS account
I was unable to access my TDS landlord account possibly because my tenant has been in my property 5 years. I telephoned TDS and my issue was dealt with effectively.
July 16, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are pleased to hear that your issue accessing your TDS landlord account was dealt with effectively when you contacted us. We understand how frustrating it can be when you're unable to access your account, and we're glad our team was able to assist and help resolve the matter promptly.
Sophia was extremely helpful and…
Sophia was extremely helpful and discussed the process with me and put notes on my case so thank you.
July 16, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback.
We are delighted to hear that Sophia was able to help you and clearly explain the process.
Extremely disappointed with the process…
22nd July for last 3 days i have been told on the phone i would get a call back tomorrow by the caseworker Grace. Each time. NO CALL!!! And I am chasing. Not one call.
21st July still not received. Continually chasing and missed deadlines from landlord again. Local MP has now emailed TDS too.
Extremely disappointed with the process — tenants deserve better
I have been waiting over two and a half months for the return of my deposit after my landlord, Raspberry Lettings, failed to return it within the required 10-day timescale.
I had no choice but to involve the TDS. The landlord was given a further two weeks to respond but failed to do so. Adjudication was then started, which could take up to working 15 days. Near the end of that period, I was told the adjudication had been cancelled because the landlord had agreed to refund my deposit in full.
The landlord was given five working days to make the payment — they didn’t. TDS then gave a further 3–8 working days, and even now, 11 working days later, I am still waiting.
I spoke with TDS again today and the member of staff I dealt with was genuinely helpful and even called me back with an update. I have now been told the landlord has until 4pm Monday to pay. If they fail again, the case has to return to adjudication, meaning another possible 15 working-day wait. Appalling. How can they let landlords get away with this.
I understand procedures have to be followed, but this situation is completely unacceptable. The current system gives landlords far too much opportunity to delay returning a tenant’s money while the tenant suffers the stress and financial impact.
I spent around £140,000 with this landlord over 17 years and never missed a single payment. I have always honoured my commitments, and I expected the same respect in return.
Legal papers have been prepared and I have spoken with a solicitor because this has gone on for far too long.
I appreciate the support from the TDS staff I have spoken to, but the process needs serious improvement. Tenants should not have to wait months and repeatedly chase for money that should have been returned promptly.
July 16, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your experience and feedback.
We are truly sorry to hear about the frustration and stress caused by the length of time it has taken to resolve the return of your deposit.
We understand how disappointing this must be, particularly given the significant delays you have experienced and the impact this has had on you.
We appreciate your recognition of the TDS staff members you have spoken with, and we are pleased to hear that the adviser you dealt with most recently was helpful and kept you updated throughout the process.
Your feedback has been noted and will be shared with the relevant teams as part of our ongoing review of our processes and service standards. We understand that this has been a lengthy and frustrating journey, and we are sorry that your experience has left you feeling disappointed.
Luke was very helpful with my problem.
July 16, 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 Luke was able to help resolve your problem and provide the support you needed.
Very bad experience customer service
Very bad experience customer service! Not very help and complicated things for no reason. Not happy with this team of service. The staff and their manager were not helpful over the phone!
July 16, 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 your experience with our customer service team did not meet your expectations.
We understand how frustrating it can be when a process feels complicated and when you feel your concerns have not been fully addressed. Providing helpful and straightforward support is very important to us, and we're disappointed to learn that both our team and management left you feeling dissatisfied.
If you would like us to look into your experience further, please contact us directly with additional details so we can better understand what happened and work towards a resolution.
Easy to contact and get information…
Easy to contact and get information needed. Sympathetic advisor with useful and clear advice about n txt steps.
July 16, 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 us easy to contact and that the information provided was clear and helpful.
It's great to know that our advisor was able to offer useful guidance and explain the next steps in a sympathetic and easy-to-understand way.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review.
We are pleased to hear that you found our team kind and helpful.
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review.
We are delighted to hear that you found our team helpful. Providing prompt and supportive assistance is always our aim, so it's great to know we've been able to help with any issues you've had.
Quick and Helpful
I spoke to Sarah Sweeney about releasing part of our deposit during our ongoing deposit dispute. She was very helpful and quick to answer all our questions!
July 14, 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 Sarah was able to assist you during your ongoing deposit dispute.
We'll be sure to pass on your kind feedback to her. It's great to know that she was helpful and able to answer your questions quickly.
Shocking service
Shocking service! Been waiting nearly 3 months for my deposit back. Multiple emails and calls to TDS with conflicting information. I paid the full deposit and they cant seem to figure it out. Stay away from them, they have no clue what they are doing.
Better off trusting your Landlord/lady with your deposit than these people.
July 15, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear you've had a frustrating experience.
In this case, the delay is because a tenant changeover was initiated by your landlord/agent but the process has not been completed. Until the changeover is completed, the deposit cannot be released.
We would recommend contacting your landlord or agent and asking them to complete the tenant changeover process as soon as possible. Once this has been done, the return of the deposit can be progressed.
McKenzie was very helpful with my case…
McKenzie was very helpful with my case , and he gave extremely helpful advice on how to move forward with my appeal
July 14, 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 McKenzie was able to assist you with your case and provide helpful guidance on the next steps in your appeal. We understand how important it is to have clear advice and support during the process, so it's great to know that McKenzie was able to help.
We'll be sure to pass your kind feedback on to McKenzie and the wider team. Thank you again for your comments.
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