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
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Review summary
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What people talk about most
Reviews shaping this summary
TDS is a company that answers the phone. I spoke to Lynda who was very reassuring, friendly and efficient. When so many companies make you wait forever on the phone (maybe as a punishment for having d... See more
Company replied
I would like to say a big thank you to Lisa Kimber for her wonderful support. She was very polite, professional, patient, and caring throughout our conversation. She was easy to talk to, understa... See more
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I had a very positive experience speaking with Shaun today. He was extremely patient and helpful throughout the process. He stayed on the call with me until I had successfully submitted all the r... 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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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.
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 great service from our team.
Whenever you need help
The lady who answers the phone was so patient to listen my question and help to solve my problem as I haven’t dealt with TDS before. Many thanks.
July 14, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave a review.
We are pleased to hear that our colleague was able to assist you and provide the support you needed. We understand that dealing with tenancy deposit matters for the first time can sometimes be unfamiliar, so it's great to know that your questions were answered clearly and patiently.
TDS cant thank you enough from start to…
TDS cant thank you enough from start to finish towards end my tenacy i got email i didnt understand so I rang TDS they explained they was reminding me (I just had baby ând my head was mess not their emails fault ) they explained it’s coming to an end the next steps whst will happen told them leaving the agent advised me to take as many videos and photos incase which I am so glad I did my dirty landlord tried over 755 in fees and they was nothing wrong with the property they lied about when I left and said I made damage that was a lie we decided to dispute the case and I called them few times for advice on how to do it and every agent was very nice and understanding of my loud baby lol then today we got an email saying we are getting our deposit back they are extremely fair and couldn’t be happier as it’s a lot of money for us to loose when we left property in great condition. Thank you TDS to your whole team i was very worried thank you
July 14, 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 our team was able to support you throughout the end of your tenancy and guide you through the process when you had questions.
It's great to know that our colleagues were able to explain the process clearly, provide helpful advice, and support you during the dispute. We're particularly pleased that you found the process fair and that a resolution was reached.
TDS could not organise Piss in a…
TDS could not organise Piss in a brewery. The right hand doesn’t know what the left hand is doing in the organisation. I have five properties deposit scheme with them through an agent. I have found through the agent and myself it’s very hard to get anything done from them. I am revising my future dealings of deposit scheme whether it’s worth dealing with or not.
July 14, 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've been disappointed with your experience of using TDS.
We understand how frustrating it can be when you feel that your queries are not being handled as efficiently as you would expect.
TDS is committed to delivering a high standard of service to all our customers, and we're concerned by your comments regarding communication and coordination. We take feedback like yours seriously, as it helps us identify areas where we can improve.
We would welcome the opportunity to review the specific issues you have experienced with our team so that we can better understand what has happened and address any concerns. If you are willing to provide further details, we will ensure they are investigated by the appropriate team.
Shaun was great
Shaun was great. He had good listening and communication skills, made me feel at ease and explained what I thought was a difficult scenario into something very easy to deal with. He gave me a resolution to my query with patience and ease. Great service
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 Shaun provided such excellent service. It's great to know that his listening and communication skills helped put you at ease and that he was able to explain the situation clearly and provide a resolution to your query.
Excellent telephone help
Prompt telephone response and very helpful agent, Francois, who sorted out all my corrections to forms very efficiently.
July 14, 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 received a prompt response and that Francois was able to help resolve the corrections to your forms efficiently.
Contact only at stage of deposit – positive
At this stage, I’ve only spoken with TDS on providing my deposit, so I have no idea what it’s like when you try to get your deposit back. But their customer service rep was super clear, understanding, and really a pleasure to talk to. Thank you.
July 14, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us feedback.
We are delighted to hear that your experience with our customer service team was a positive one. It's great to know that our colleague was clear, understanding, and a pleasure to speak with while helping you protect your deposit.
The staff i spoke to yesterday and…
The staff i spoke to yesterday and today were very supportive and made the process easy
July 14, 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback.
We are delighted to hear that the team members you spoke with were supportive and helped make the process easy to understand and navigate.
HIGLY RECOMMEND
"By chance I always got the same person. We became like friends and started asking how each other was doing. They were very friendly and helpful. Yes, it’s a really good company, they always provide the best service. I recommend them."
July 13, 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 received friendly and helpful support throughout your experience with TDS.
It's great to know that you felt comfortable and well supported during your interactions with our team.
Helpful and clear advice
Helpful and clear advice, lots of patience with non tech-savvy elderly customer. It was a great relief to speak to someone who was so understanding.
July 13, 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 advice helpful and clear.
We understand that dealing with online processes can sometimes be challenging, and we are pleased that our colleague was able to provide patient and understanding support throughout your enquiry.
Fantastic
Fantastic the lady I spoke to answered all questions clearly so I knew exactly what I needed to do
July 13, 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 you had such a positive experience with our team.
It's great to know that the colleague you spoke with was able to answer all of your questions clearly and provide the information you needed.
Very poor experience
Very poor experience. I contacted TDS today regarding my issue, but the representative was unprofessional and unhelpful. They showed little to no interest in resolving my concern and did not provide any useful guidance. I expected better customer service, but unfortunately I was let down. I do not recommend this service based on my experience.
July 13, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
We are sorry to hear about your experience and would like to apologise for the service you received. This is not the level of customer service we aim to provide, and we're disappointed to learn that you felt your concerns were not listened to or addressed appropriately.
We would welcome the opportunity to look into this further and better understand what happened. Please contact us directly with your details so that we can review your experience and address any concerns you may have.
Thank you for bringing this to our attention. Your feedback is important and helps us improve the service we provide.
Very poor
Very poor, i didnt get the money back, asked me to move legally even though dispute was raised.
July 13, 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are sorry to hear that you're dissatisfied with your experience. To clarify, the Tenancy Deposit Scheme does not instruct tenants or landlords to move from a property.
Where a deposit dispute is raised, TDS provides an impartial dispute resolution service to assess evidence submitted by both parties and determine how the disputed deposit should be allocated.
Andy K was super helpful and resent the…
Andy K was super helpful and resent the verification email promptly when it didn’t come through. Super smooth and quick to respond to my initial enquiry too :)
July 13, 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 K was able to help by promptly resending your verification email and responding quickly to your initial enquiry. It's great to know that the process was smooth and efficient, and that you received the support you needed without delay.
Marco was extremely helpful and…
Marco was extremely helpful and answered all of my questions! I was wprried about disputing this however, Marco helped me dispute thid and gave me great advice.
July 13, 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 Marco was able to answer all of your questions and provide the support you needed.
We understand that raising a dispute can sometimes feel daunting, so it's great to know that Marco helped put your mind at ease, guided you through the process, and provided helpful advice along the way.
TDS customer care.
I received a call from Amos to inform me of TDS services and home insurance policies.
He was very helpful and advised me contact TDS customer service to resolve any issues I may have.
July 13, 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 Amos was helpful and took the time to explain TDS services and home insurance options clearly.
It's great to know that he provided useful guidance and pointed you towards our Customer Service team for any support you may need.
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