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Frequently asked questions

If you have a particular question, please explore our FAQs by category:

Agents Landlords Tenants

High contact volume

We are currently experiencing high contact volume. You may find the answer to your query by visiting our Help Centre here, or by using our Chatbot located in the bottom right of your screen. 

Please bear with us during this busy time, and we appreciate your patience

Get in touch

Disputes Documentation

We have a powerful online evidence portal which is the easiest and quickest way of submitting your evidence. You can access this through your online account. You can also view the other party’s evidence via the portal.

By Phone (Monday to Fridays between 8am and 6pm, except bank holidays)

Insured (landlord/agent holds the deposit)
0300 037 1000

Custodial (TDS holds the deposit)
0300 037 1001

Send an enquiry online

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Please click here to use our 'Is My Deposit Protected' function

Please click here to Raise a Dispute

We are receiving an unprecedented number of disputes at the moment, which are taking up to 16 weeks to complete.

We are working hard to complete your dispute as soon as possible, so if you are within this timeframe, please bear with us and your Resolution Executive will be in touch shortly.

If your query is urgent or the dispute has been resolved, please contact us below.

Thank you for your patience

Please click here to log into your account, or click here if you are looking to raise or respond to a dispute

Please click here to begin a repayment request on Custodial

Tenancy Address