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 would like to thank you for all your help and support in getting my deposit back. You were professional, kind, and always kept me informed throughout the process. Your assistance made everything muc... See more
Company replied
I had a really positive experience with Sarah S at TDS. Sarah took the time to explain the whole process clearly and answered all of my questions patiently. She was friendly, professional, and incre... See more
Company replied
We rang TDS today concerning an old deposit from 2014 We spoke to Bradley. He was so knowledgeable and helpful. Told us exactly the procedure we needed to follow to try and resolve our query. Seem to... 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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Certainly been most helpful
Certainly been most helpful
The lady I spoke too has been amazing and I will have further contact with her in the coming weeks. regarding
Getting a deposit back on a student property.
29 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that the colleague you spoke with was able to provide such helpful support regarding your deposit return.
It's great to know you felt well supported throughout the discussion, and we look forward to assisting you further in the coming weeks as your query progresses.
Excelent Customer Service
Contacted TDS for a Deposit return related item and Andrew Keegans was very helpful to explain the process.
29 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are delighted to hear that Andrew was able to help explain the deposit return process clearly and provide the support you needed.
The lady I spoke with was cheerful and…
The lady I spoke with was cheerful and polite, offered a number of services and was helpful
29 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 the colleague you spoke with was cheerful, polite, and helpful.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you found our staff friendly and helpful.
Exellent and attentive service- paid…
Exellent and attentive service- paid attention to detail and took the time to resolve what was essential as I was a first time user - would recommend this service for its knowledge- dedication and over all professionalism .
27 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 such excellent and attentive service. It's especially rewarding to know that, as a first-time user, you felt supported throughout the process and that the time was taken to understand your needs and resolve the important issues for you.
Initially I had a very frustrating time…
Initially I had a very frustrating time logging in and changing my password..however, I emailed TDS and Andy K was super supportive and made it easy for me to perform my tasks. Thanks Andy!!
24 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 initially experienced difficulties logging in and changing your password. However, we are delighted that Andy was able to provide the support you needed and make the process much easier for you.
It was quite informative and helpful
28 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are pleased to hear that you found the call informative and helpful.
Tenancy deposit call
I got a call from staff Amex (I hope I got the name correct) and the service was great. He was very kind and patient explaining me the whole process and scheduled another appointment for upcoming Friday.
28 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 our advisor and that he was able to explain the tenancy deposit process clearly and patiently.
I had a lovely call today about my…
I had a lovely call today about my deposit for my new property,Paul was so nice to talk to it’s was very refreshing having great customer service instead of the usual monotone people you get nowadays 10/10 for customer service super helpful a d great information
28 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are delighted to hear that you had such a positive experience with Paul regarding your deposit for your new property.
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 has assisted you effectively!
I needed to phone TDS as I had a…
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 was very good.
I'd like to mention Julie, I think that was her name, we spoke initially but the line dropped out. However she phoned back to apologise, very nice after care treatment.
27 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 your query regarding the online deposit return request was resolved quickly and that you were pleased with the assistance you received.
It's also wonderful to hear about your experience with Julie. We understand how frustrating it can be when a call is unexpectedly disconnected, so we are glad she took the time to call you back and apologise.
Amazing service
Very helpful this morning when I had no clue to what I was doing. The lady was very understanding and listened to me and quickly solved my problem
27 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 you found the service helpful and that your issue was resolved quickly.
It's great to know that the advisor was understanding, listened carefully to your concerns, and was able to provide the support you needed.
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 assisted you effectively!
Really helpful
Really helpful when I was struggling with the website trying to get my deposit returned. Lady on the phone so helpful sorted it in a couple of minutes. Good customer service.
27 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that our team was able to help when you were having difficulties with the website and arranging the return of your deposit.
It's wonderful to know that the colleague you spoke with was able to resolve the issue quickly and provide the helpful support you needed.
The call handler I spoke with (Luke)…
The call handler I spoke with (Luke) was incredibly polite, kind and helpful. Much appreciated.
24 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 Luke provided such polite, kind, and helpful service.
Brilliant service
Brilliant service. Fast at issuing payment. Can't fault the company and it's staff.
24 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for sharing your feedback. We are delighted to hear that you received such brilliant service and that your payment was issued quickly.
Great service
My call was answer quickly and my enquiry dealt with xery professionally.
24 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that your call was answered quickly and that your enquiry was handled in a professional manner.
Terrible service just a glib repeated message
Terrible service. Communication from TDS sent to an unauthorised email address not registered on their system.
All replies to the emails MUST be sent via the system that doesn't recognise the email address so you are unable to reply or dispute their decision .
Subsequently you have no method of redress against appalling decisions taken on the basis of no comms.
Phoned today to complain using the phone number for complaints on their website only to be told this was the wrong department.
On hold for 20 minutes as I was passed between departments each repeating the mantra of Sorry, you have come through to the wrong department, let me put you on hold and transfer you. I will stay with the call until it's answered only to get a ringing tone as you are dumped in the queue.
Eventually the call was dropped and almost immediately I got an sms requesting feedback.
On the third sms, withonfour hours, I wrote this review.
Bunch of fly by night con artists. I shall be avoiding then I. Future
24 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and appreciate you bringing your concerns to our attention.
We would like to clarify that we do not have a dedicated complaints telephone number. Customers can contact our Customer Service team, and an advisor will be able to escalate any concerns to a senior member of the team for investigation. Alternatively, our Complaints team can be contacted directly by email.
We are sorry if this process was not communicated clearly to you and for any frustration caused by being transferred between departments. We understand how disappointing this experience must have been, particularly when you were trying to raise a concern and seek clarification regarding communications you had received.
We take all feedback seriously and would welcome the opportunity to investigate the issues you have raised. Please contact our Complaints team by email, or speak with our Customer Service team, who can ensure your concerns are escalated appropriately.
Thank you for your feedback, and we apologise again for the inconvenience and frustration caused.
It was a great experience
It was a great experience. She done all clearly and perfectly. She sorted out all my questions. Thank so much to her.
24 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you had a great experience and that our team member was able to explain everything clearly and efficiently.
It’s wonderful to know that all of your questions were answered and that you felt well supported throughout.
Easy online system but the staff are…
Easy online system but the staff are always very helpful guiding you through things. Always answer the phone quickly & are very polite. This is all appreciated.
24 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are delighted to hear that you find our online system easy to use and that our team is always on hand to help guide you through anything you need.
It’s great to know that our staff are answering calls promptly and providing the polite, helpful service we aim for every day.
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