mydeposits Reviews 

Staff are great, knowledgeable polite and professional WHEN you can get through to them. I was waiting two hours on the phone being counted down from 70 + callers waiting, when it suddenly cut me off. I then tried the chat on line service eventually got through after several hours. However as an older landlord with adequate but not brilliant computer skills I struggled with the online platform. My issue is still not sorted. Employ more people to actually speak to customers My deposits, that is what we want.

Worst experience, They have just checked check in and landlord explanation, They have not even checked check out report and our photos.

It was the lady who helped me.
I believe her name was Caroline.
She was patient and helped me for a long time. Really appreciate it.

The move to the Total Property has been a disaster. They re-named all the properties incorrectly and when you want to protect / unprotect a deposit that used to take 2 minutes on the old website now takes 20 minutes and requires lots of documents uploading. That's not progress; things should get simpler not vastly more complicated for no apparent reason.

Took over an hour and a half to speak to someone on chat to try sort out how to do something on the awful new website. That's not acceptable.

The final straw though is that previously it was a one off fee of around £14 to protect a deposit. Now they want that every year so for a 3 year tenancy, instead of costing £14 it now costs £42. Total Property = Total Ripoff.

I understand that prices need to increase from time to time but changing from a 1 off payment to annual does not reflect their actual increase in costs it's simply an opportunity to ripoff landlords even more than the government is doing.

Having used MyDeposits for 14 years and previously been very happy with the cost and the ease of use, the terrible new process and the ridiculous cost increase means I will never use them again.

They're part owned by the National Landlords Association who should know better so I'll be cancelling my membership there too if all they're interested in is costing Landlords money not protecting our interests.

Use a different company, they are an absolute nightmare to get hold of. 45 minutes wait each time then you get there lovely cocky and arrogant staff on the phone.

The new website is dreadful. Previously it was very easy to navigate and protect and unprotect deposits. I'll be moving my business to another provider as soon as the tenancies come to an end. Some advice - if it ain't broke, don't fix it.

Great service by Clare-Louise, resolving my issue with the platform and sent my a handly guide.

Shambles

The company have just migrated to total property. Total disaster. Website isn't functional and looks like its been designed by teenagers. Confusing information. Price increases. Not replying to emails, live chat wait times approx 1 hour to then get through to someone who clearly doesn't know what they are talking about. No notification of policy changes. We have been using my deposits for years and will now be looking at an alternative. I'm sure they will loose a lot of customers in the not too distant future.

We have been professional portfolio landlords and long-standing users of MyDeposits for many years. Unfortunately, the recent migration to the new system for insured-backed deposits has been an extremely disappointing experience.

The new “Total Property” website and associated process have introduced additional layers of administration and complexity without any apparent benefit to landlords. What was previously a relatively straightforward process has become confusing, time-consuming and unnecessarily bureaucratic.

The impression is that MyDeposits has designed the new system around its own administrative requirements rather than the needs of its landlord clients. For professional landlords managing a portfolio of properties, the additional workload is simply unacceptable.

What is particularly frustrating is the lack of meaningful customer support. We have contacted MyDeposits regarding the issues we have encountered and have not received adequate responses to our emails. We have now had to escalate matters by lodging a formal complaint.

After many years of using the service, it is extremely disappointing to see a system migration that appears to have made the service substantially less efficient and significantly more onerous for its customers.

MyDeposits needs to recognise that landlords are its clients too. A system change should simplify administration, not add unnecessary layers of it.

At present, based on our experience, I could not recommend MyDeposits to other professional landlords. We sincerely hope the company takes the complaints being raised seriously and either fixes the system or provides a practical alternative for portfolio landlords.

. Took 2 hours to get someone in live chat since migrating over to total property.

New Website is totally misleading and hard to do the basic tasks . Will never use again following my deposits migration over to total property platform

Excellent and super efficient customer support! I had an issue linking my deposit certificate online and reached out via Live Chat. The agent Callie was extremely helpful, patient, and resolved my issue within minutes. Truly professional service!

We spoke to Nic who was absolutely fantastic who guided us through the process. She was extremely helpful, pleasant and very polite. She is a credit to this company. As this is very new to us Nic made the process more easy for us with her professionalism and knowledge. We hope now that we have put the wheels in motion to get our deposit.
Many thanks to Nic for all her help.

Have been trying to contact this company for over a month through emails, telephone and their useless chats system "you are 89th in the queue and will be answered in 74 minutes".
Dreadful service

As a landlord, getting through on the phone today was a nightmare. Think I wll use a different scheme next time. It should be easy to protect a deposit and it was not at all.

I have been a member for years, and I have to say I’m extremely disappointed with the recent changes to the website.

They have completely changed the format without notifying members properly or providing any tutorial or guidance on how to use the new system. The new format is extremely different from the previous one, making it difficult and frustrating to navigate.

I called today for assistance and have now been on hold for over an hour, while still maintaining my position at number 4 in the queue. Clearly, there aren’t enough staff available to support members with the new system.

I was warned that there was a “high volume of callers” — but if you aren’t answering the phone, what do you expect?

After being a loyal member for so many years, this is incredibly disappointing. Changes like this should be accompanied by clear communication, proper guidance and adequate customer support.

New platform complex, illogical and difficult to navigate. Spent 80 minutes in queue, then further 1 hour, trying to resolve glitches that occurred when data migrated over onto new system. System not at all customer facing or user friendly. Terminology used confusing. All in all a very frustrating experience e.

Confusing interface, resulting in much frustration. Even worse they have made customer support essentially unusable - telephone wait times of over an hour and the chatbot help made me wait an hour and then it kicked me off! The management of this company has clearly failed in their task of provising a usable, logical platform for what is the most simple of transactions. Really really bad service.

I have been waiting to get a deposit back for my ex partner who sadly died and even though they have all the information they need they still do not reply to emails or release the money - shame on this company their customer service is non existent woeful

Sarah was excellent. I’m always impressed by people who are helpful for mundane things, it shows great humanity

Absolutely awful.

I cant link my deposit to raise a dispute. Its been going on for weeks and weeks. The new system is awful. Cant get through on phone and wait hours for live chat.
Im promised emails that do not happen and no reply to complaints. Im going to the ombudsman now.