mydeposits Avis 

About to take this company to small claims court for releasing 100% of our deposit to our scummy landlord without consulting us.

Put in a claim for reinstatement costs for damage to a tenanted property. The tenant left the property without informing us of the damage and it was only picked up on the check-out / inventory check (which the tenant wasn't aware (read: hoped) would occur)

An extremely poor and confusing service from mydeposits 'adjudication' procedure:

1. No response to emails seeking confirmation on time-scales, documentation receipt etc. This was prompted by mydeposits repeatedly asking for the same information (evidence, which had been provided at the outset). No confidence they even read any of the documentation provided to support the claim.

2. No reasons provided for the decision not to allow us to recover the cost of reinstating the tenant's damage to the properly. Left guessing as to the basis for the decision.

3. Despite providing significant evidence (before / after check-in reports, photos, descriptions) mydeposits awarded us £50 in relation to carpet that has been ruined by stains (make-up, hair products spilt). The carpet was almost brand new and will cost £800 to replace, leaving us £750 out of pocket. May force us to sue the tenant in the county court which I'd rather have avoided given time and cost.

4. Plainly an extremely tenant-friendly / weighted service, evidently working on some undisclosed criterion or starting point that all landlord claims are try-ons.

I have been a customer of My Deposits for many years and have always found them to be most professional and helpful

Three words to describe Donna McSorley’s service: exceptional, efficient and articulate.

Donna was my case assessor and on every response received from her was prompt and helpful. Whenever there was a change with my case, she would immediately inform me. I felt confident that Donna was looking after my case due to her work ethic.

May I also add that every member of staff I have interacted at MyDeposits were very knowledgeable, helpful in terms of explaining the processes or explaining certain things I didn’t understand. I also thought the adjudicator was very fair and succinct.

I had a successful experience with Donna as my case assessor and also a successful experience with MyDeposits. I’d highly recommend anyone to use this company, such a smooth process and fairly quick considering my case was investigated around Christmas time (with all the bank holidays etc)

Very please with the outcome and again, thank you Donna and all the team at MyDeposits, words can’t really express how grateful I am for their services and help.

Many thanks,

Imahn

Every step of the way I spoke or heard from people that were helpful, my husband and I are very grateful for what they help us do by getting our deposit back, it was a tough year for us especially on the personal side

Terrible service from my deposits scheme. Property was returned in a dreadful / very poor condition following a tenancy. Claim submitted for c£2,000 to cover costs of repairs / cleaning required to the property. claim submitted with receipts / details and awarded £150 which will not go very far in terms of covering additional costs incurred. effectively offers no protection to a landlord.

Really overly complicated, hard to speak to employees around administrative issues, emails go to the wrong people and direction and guidance are fully unclear. I'd avoid this like the plague and certainly won't be using it to store tenants' deposits anymore.

When starting the dispute I was asked to fill in a DDF. This was directly in their website.
I never emailed it. They have since lost it, given me 23 hours to fill out a new one and then closed my case as I didn’t see the email as it went to my junk box. Iam absolutely fuming, like the stress of trying to get money that is rightfully yours isn’t hard enough.

Tenant didn't clean property when they left per the contract. Emailed to say they hadn't cleaned the property. We paid for a full clean to get the property ready for the next tenants. Provided a receipt. Despite other damage to our property, we only requested the clean out of the deposit. Disputed by tenant and My Deposits either haven't looked at the evidence or side in favour of tenants. We have been incredibly fair landlords, not charged for burn marks, missing furniture, damaged white goods, we have replaced with our own money as they were nearing end of life. The clean was as much about respect and our tenants honouring their tenancy agreement which they openly admitted to not doing. We paid for our clean and for the privilege of it going to arbitration. Hugely disappointing 'impartial' service

good experience very good service and safe client money

As a tenant I found the system to view my deposit easy to use. I just wanted to say my experience with mydeposits was great while my deposit was with them.

My agent then changed mid tenancy and the deposit got transferred to DPS whose system I then found quite complicated to work with.

Totally incompetent company. Supposed to offer impartial adjudication for deposit disputes. Never on this earth was the evidence reviewed at all. 10 pages provided by landlord, with photographs and invoices to show the state the tenant left the property in at check out were ignored and all the claim amount was returned to the tenant who submitted no counter evidence. Terrible company, totally biased and as their decision is final, they feel that they can just do what they want.

Did operate in a professional manner. It is a slow process but our landlord had put in a claim for £900 and my deposits did bring this down to £260.

However my only gripe is that they accepted the landlords quotes of replacements without evidence, i.e no actual document attached so I do feel that is open to abuse as they did just lower it by a set percentage.

Overall helpful and thankfully not biased.

Finding it incredibly difficult to recover a deposit, that was accepted in lieu of rent during Covid. Can't seem to get it back from mydeposits even with statutory declarations. They've sat on it earning interest all this time, and seemingly want to keep it.
There is no way to get hold of them, nor to change the tenant's contact details for them to approve the release.
The next step is going to be legal action.

I was genuinely surprised by the efficiency and professionalism of the team. As an international student, I had experienced some unfair treatment regarding my deposit issue, which was quite stressful and disappointing at first. However, MYDEPOSITS service ensured that my rights and interests were properly protected.
I am especially grateful to Tracy Peat for the prompt assistance and clear communication — thanks for the help, I received positive feedback and support much more quickly than I expected. I truly appreciate the dedication and efficiency demonstrated throughout the process.

In the UK rental system, it seems impossible to avoid MyDeposits. Sooner or later, you end up dealing with them — and quickly discover an organisation that is completely out of their minds and utterly incompetent.
Their employees live in their own world: they understand nothing, they have no idea what they’re doing, and they simply don’t care. No communication, no responsibility, no logic. They are completely detached from reality and from the purpose they are supposed to serve.
Instead of protecting tenants and their deposits, MyDeposits has turned into an absurd bureaucratic machine that only exists on paper. They ignore evidence, process requests without verification, and show total indifference to the people they’re meant to protect.
In short: a team incompetent from A to Z, totally out of touch with reality, and completely lost.
A horrible service, run by people who have no idea what they’re doing.

Utterly incompetent, amateurish, substandard level of service. DO NOT USE.
They do not review the evidence adequately.
They are incompetent on every level.
They side with the tenants a priori, regardless of the events and reported evidence.
Their total ineptitude ultimately causes a disservice to the whole community who is forced to use them. Total disgrace.

Absolute sham. This comp[any has no idea what it is doing, it is massively inefficient and ineffective. the agents are not interested, lack any motivation on enthusiasm and the process is murky, obscure and impossible to follow, especially given the lack of guidelines and help not provided.

Landlord put in a bogus claim the rental place wasnt cleaned and that the grass needed cutting and tried to charge me £100 of my deposit. I disputed this with my deposits and within a couple months I got my full deposit returned to me. Thank you!

What a complete waste of time having to prove everything. I never received the check-in report, the check-out report was modified, and now I’m being charged more than £600. The entire process feels far too biased towards the landlord, and I’m honestly very disappointed in the system.

I truly believed this would be a fair and just process, but sadly, it isn’t. It’s been nothing but a waste of time waiting. Even after they realised they misunderstood the evidence, nothing is being changed.

What a shame. At this point, it feels more reasonable to take this to court than to keep wasting time with this scheme.