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
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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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% 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 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.
Website problem
I have had a few issue with the online website but when I called, Chloe sorted it out and was very helpful. She made sure that it was done asap and didn’t leave me on hold during phone call and called back instead. Very professional and easy to talk to. ✌🏽
24 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are sorry to hear you experienced some issues with our website, but we are delighted that Chloe was able to help resolve them for you.
It’s great to hear that she kept you informed, arranged a callback rather than leaving you on hold, and ensured everything was dealt with quickly and professionally.
Very exceptional customer service has…
Very exceptional customer service has been experienced today with a lady staff of yours. Great pleasure to be a customer of yours.
24 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that you received such exceptional customer service from a member of our team today.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your lovely feedback. We are so pleased to hear that you found our website easy to use and that our team was quick and helpful in assisting you.
Fast Reliable Service
I dealt with Casey Sutherland who was helpful, polite and resolved my issue in a timely manner
23 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are delighted to hear that Casey was able to assist you effectively.
McKenzie was very informative
McKenzie was very informative, friendly, funny but professional. McKenzie is a legend. Be more like McKenzie 🙂
23 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave us a review. We are thrilled to hear that McKenzie was informative, friendly, and professional, while also bringing a sense of humour to the experience.
Reply from TDS – Tenancy Deposit Scheme
Thank you for your feedback. We are so pleased to hear that you found our staff friendly and the information provided clear and helpful.
Quick and easy help
Chloe was so helpful and got everything sorted so quickly! I really appreciated her help :)
22 July 2026
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to leave your feedback! We are delighted to hear that Chloe was able to help and get everything sorted so quickly.
Registration problem
My application to join the scheme failed to allow me to create a password. I had successfully registered and had an email confirmation. I contacted the agent who said they had no record of my email and after several attempts and going round in citcles I abandoned the process. If they cannot do the basics how I am I supposed to trust the company!
Update
Thank you for your generic automated response. I would suggest discussing the problem with the agent who agreed she would raise this with senior manager. I also note from another one star review that someone else describes a similar problem
22 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 experienced difficulties during the registration process and appreciate how frustrating this must have been.
The experience you've described is certainly not the standard of service we aim to provide, and we understand how issues with something as fundamental as account registration can impact your confidence in our service.
To help us investigate this further, please could you submit a screenshot or image of any error messages you encountered, along with the email address used to register. Our IT team will then be able to review what happened and identify any underlying issues with the registration process.
We sincerely apologise for the inconvenience caused and appreciate you bringing this matter to our attention. Your feedback helps us improve our systems and service for all users.
very polite and helpful
very polite and helpful. Paul gave me clear advice and responded promptly to all my questions.
22 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 Paul was polite, helpful, and able to provide clear advice throughout your enquiry.
helpful and kind !
22 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 have had a positive experience with our team at TDS!
Great customer service
This was a very dormant letting, on a property I have since sold. I wanted to wrap up the paperwork and wasn't sure where to start. Dan was super helpful, gave me great instructions into how to complete the online form and what the next steps were - even over the weekend. Thank you very much!
18 July 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you so much for your kind feedback.
We are delighted to hear that Dan was able to help make the process of closing out your letting straightforward, especially given that the property had already been sold.
Complex log-in system although Helpdesk…
Complex log-in system although Helpdesk staff helpful. Technical problems with uploading. Adjudicator ignored evidence and process/policy failures when making a decision over withheld deposit. Felt like TDS very much aligned to vested interests and not tenants.
12 June 2026
Unprompted review
Reply from TDS – Tenancy Deposit Scheme
Thank you for taking the time to share your feedback. We are pleased to hear that you found our Helpdesk staff helpful, although we're sorry to learn that you experienced difficulties with the log-in process and uploading documents.
We would also like to address your concerns regarding the adjudication outcome. Our adjudicators are independent and impartial, and all evidence submitted by both parties is carefully considered when reaching a decision. They do not favour either tenants or landlords.
If you believe that relevant evidence was overlooked or that there was an issue with the adjudication process, you're welcome to request a review of the decision in line with our review process. We'd be happy to explain the criteria and next steps.
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