Deposit Protection Service Omdömen 

Very helpful on the phone Good Advice

Mike was super helpful, went over and above what was asked of him, so knowledgeable. And the way he shared that knowledge was awesome.
Couldn't ask for a better service.

Hi my id 23099005 very waste company they help for landlord not for tenant they refund my £900 to landlord staff not helpful please don't agree to deposit on this like a fake company and they never listen tenancy very poor service

Easy & professional to deal with. We have had quite a complicated situation to deal with and all staff have been very accommodating.

Great customer service by Michelle. I had abunch of queries regarding my deposit and Michelle gave me the much needed clarification for my questions

Michelle was very helpful with assisting me with my enquiry she was so patient even though I was shouting and was angry because of my previous landlord trying to deduct my deposit she remained calm and professional and advised me accordingly I’m so grateful for her help

Isioma was excellent. There was a problem with my having a landlord account already and looking to get back a deposit as a tenant. Isioma realised that my original email and new email addresses were both linked to my landlord account so I couldn’t initiate the return so gained authorisation over the telephone to process the deposit return.

Very happy with service from Michelle. Added my name to handle my nephews accounts. Thank you

One star because I can't leave zero.
As a landlord I have twice asked for some of the deposit back due to damage or breakages. It appears no matter how many pictures or information I send them they always find in favour of the tenant. It's pretty pointless even taking a deposit anymore.

Very helpful, clear guidance and support

Commitment to impartial resolution

Enquiry handled efficiently and competently by Michelle.

Spoke with Michelle today who was very helpful and pleasant.

I wanted to return my tenants deposit and had never done it before.
Michelle explained to me how to do it and it was very simple , thanks for her clear instructions and professionalism.

Weak software. Weak bot answering of phone calls.
I wanted to place a deposit from a new tenant with DPS. It is for an existing property but one alteration to the details was required. The flat is part furnished rather than unfurnished. It wasn't possible to make the change on the website so I had to ring up. The assistant couldn't make the change either so she helpfully set up the flat as a new property. But this was slow and shouldn't have been necessary. DPS doesn't seem to be fixing snags on the website.

Very friendly Michelle helped address my issue straight away and was all sorted quickly and was left feeling at ease.

Great service and help from Samuel. Very clear and precise with his communication, explaining each requirement to resolve my issue and achieve the result I was hoping for. Great service....Thank you Samuel.

My experience of the Deposit Protection Service’s dispute-resolution process left me with very little confidence that the phrase “evidence-based adjudication” means what most people would reasonably expect it to mean.

My former letting agent claimed £647 from my deposit. I submitted photographs, correspondence, receipts and a £230 invoice showing that I had already paid for professional carpet cleaning at the end of the tenancy.

In its written decision, DPS expressly stated that the letting agent had provided no invoice or quotation supporting its £89 carpet-cleaning claim. Additionally, the agent submitted their "evidence" photos dated 8 July - a full week after the check-out walkthrough and eight days AFTER I had vacated the property, handed back the keys, and the property was no longer legally in my control.

DPS then awarded them the full £89 anyway, reasoning that the amount was reasonable based on “average costs”.

Read that again.

No invoice. No quotation. Evidentiary gap big enough to drive a city bus through. Award granted anyway.

The same decision found me liable for only one damaged radiator valve, while the agent’s £408 quotation covered replacing two valves and "associated work" This "associated work" - draining down the entire heating system, replacing the valves, refilling the system, and adding a chemical inhibitor - was apparently required to complete a less than 30-second job of replacing a missing TRV head.

DPS’s solution was simply to award 50% of the quote: £204.

On cooker knobs, DPS acknowledged that I had left the original knobs at the property, that I had purchased replacements in good faith, and that the cooker was functional. It nevertheless awarded the letting agent another £156 because the replacements were judged not to be of sufficiently similar quality or design.

DPS did at least reject the entire £150 redecoration claim, finding that the décor had reached the end of its useful lifespan and that damage beyond fair wear and tear had not been established.

The final result was £449 awarded to the letting agent and £198 returned to me from the £647 in dispute.

What makes this especially infuriating is that the DPS process requires tenants to gather and submit detailed evidence, yet in my case a landlord/agent claim was still awarded despite the adjudicator expressly recording the absence of supporting cost evidence.

And under the DPS scheme, the adjudication cannot be appealed through its dispute-resolution service.

If this is the standard of consumer dispute resolution offered by one of the UK’s major deposit-protection schemes, renters deserve much better.

Very happy with michelle who took my call.polite and very helpful and explained things clearly.