Whilst it disappointedly took 57 mins to get thru the queuing system I eventually got to speak to Scottish Claire who was absolutely brilliant. She was a great listener to my issues, very patient, pro... Vis mer
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Se hva andre synes
Clare was incredibly helpful! I was struggling to navigate the new system and protect my deposit, but she guided me through the whole process step by step. I had to attend a meeting and unfortuna... Vis mer
Selskapet har svart
Since being 'Powered by Total Property', MyDeposits have gone from an excellent company to a very poor one. You used be able to call them and speak quickly to the representatives. Now, its generic e... Vis mer
Case DPC07638811.1 has been stuck on the assessor stage for SEVENTY days despite the landlord having provided NO evidence in their favour. I have tried multiple times to get into contact with myde... Vis mer
Informasjon om virksomheten
Skrevet av virksomheten
We provide a simple deposit protection solution for landlords, letting agents and tenants through out the UK.
Kontaktopplysninger
1st Floor, Premiere House, Elstree Way, WD6 1JH, Borehamwood, USA
- 0333 321 9401
- info@mydeposits.co.uk
- www.mydeposits.co.uk
3,4
Middels
1k anmeldelser
Ingen tidligere historie av å be om anmeldelser
Denne virksomheten har ikke oppfordret kundene i det siste, og anmeldelser er derfor kanskje ikke representative
Har svart på 59 % av de negative anmeldelsene sine
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Staff are great but very very long waits to speak to them
Staff are great, knowledgeable polite and professional WHEN you can get through to them. I was waiting two hours on the phone being counted down from 70 + callers waiting, when it suddenly cut me off. I then tried the chat on line service eventually got through after several hours. However as an older landlord with adequate but not brilliant computer skills I struggled with the online platform. My issue is still not sorted. Employ more people to actually speak to customers My deposits, that is what we want.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Lizzie, thank you for your feedback. We’re very sorry to hear about the long wait times you’ve experienced on both live chat and the phone, and for being cut off after two hours.
We are glad to hear our staff were professional when you got through, but we completely understand your frustration. We are actively working to improve the transition to our new Total Property platform.
To help with navigating the new system, we have created step-by-step guidance which you can find at www.mydeposits.co.uk/total-property.
If this does not resolve your issue, please send us a direct message on one of our social media platforms with your details.
Worst experience
Worst experience, They have just checked check in and landlord explanation, They have not even checked check out report and our photos.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Pedram, we are very sorry to hear about your experience with our dispute process and that you feel your check-out report and photographic evidence were not properly reviewed. Our adjudicators are required to thoroughly examine all evidence submitted by both parties.
We want to look into how your case was handled. Please send us a direct message on one of our social media platforms with your reference details so we can investigate this with our dispute team.
It was the lady who helped me Caroline
It was the lady who helped me.
I believe her name was Caroline.
She was patient and helped me for a long time. Really appreciate it.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Teruni, thank you so much for your kind review! We are delighted to hear that Caroline was so patient and helpful during your call. We will make sure your wonderful feedback is passed straight along to her to let her know how much her assistance was appreciated.
Terrible new website and ripoff cost increase
The move to the Total Property has been a disaster. They re-named all the properties incorrectly and when you want to protect / unprotect a deposit that used to take 2 minutes on the old website now takes 20 minutes and requires lots of documents uploading. That's not progress; things should get simpler not vastly more complicated for no apparent reason.
Took over an hour and a half to speak to someone on chat to try sort out how to do something on the awful new website. That's not acceptable.
The final straw though is that previously it was a one off fee of around £14 to protect a deposit. Now they want that every year so for a 3 year tenancy, instead of costing £14 it now costs £42. Total Property = Total Ripoff.
I understand that prices need to increase from time to time but changing from a 1 off payment to annual does not reflect their actual increase in costs it's simply an opportunity to ripoff landlords even more than the government is doing.
Having used MyDeposits for 14 years and previously been very happy with the cost and the ease of use, the terrible new process and the ridiculous cost increase means I will never use them again.
They're part owned by the National Landlords Association who should know better so I'll be cancelling my membership there too if all they're interested in is costing Landlords money not protecting our interests.
** Edit after reply below **
How does charging me 3 times as much for an average 3 year tenancy represent "better value" for money? I understand your costs go up but not by anything like that much; you're just increasing your margin at the expense of landlords.
And as for the increases being "delivering the high levels of service, support, and protection our customers expect" that's just utter rubbish. A 90 minute wait to speak to someone on chat is NOT a "high level of service"
At least if you try to respond just don't respond with marketing bull that is patently untrue.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Chris, thank you for your feedback. We are incredibly sorry for the frustration our new platform and the long chat wait times have caused you.
Following our migration to Total Property, any incorrectly named properties should be reported so we can fix them immediately. The document upload requirements are in place to ensure stricter compliance and security for your deposits, though we understand it feels more time-consuming initially.
We understand your frustration regarding the transition to an annual fee rather than a one-off payment. The new pricing structure has been introduced to provide greater simplicity, flexibility, and value. With an annual membership, deposits can be protected throughout the membership period without the need to pay an individual protection fee each time a new deposit is registered. For customers who have migrated to the new model, any new protections registered during the membership year are covered without additional protection fees.
In addition, if a tenancy ends during the membership year, that protection allocation is returned to your available balance and can be reused for a new tenancy without any further fee, helping members make the most of their annual membership.
We have also introduced pro rata membership fees for customers joining part way through the membership year, ensuring they only pay for the remaining period rather than a full year's membership.
These changes have been carefully designed to provide a more predictable and streamlined experience while allowing us to continue delivering the high levels of service, support, and protection our customers expect. For landlords who prefer an alternative option, our Custodial deposit protection scheme remains available free of charge.
We appreciate your comments and will continue to listen to customer feedback as we evolve our services.
Use a different company
Use a different company, they are an absolute nightmare to get hold of. 45 minutes wait each time then you get there lovely cocky and arrogant staff on the phone.
1. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi John, we’re very sorry to hear about your experience. Waiting 45 minutes on the phone is frustrating enough, but encountering a poor attitude from our staff is completely unacceptable. This is absolutely not the level of service or professionalism we expect from our team. We would like to investigate this internally. Please send us a direct message on one of our social media channels with your full name, contact information, and the date or time of your call so we can address this with the relevant team.
The new website is dreadful
The new website is dreadful. Previously it was very easy to navigate and protect and unprotect deposits. I'll be moving my business to another provider as soon as the tenancies come to an end. Some advice - if it ain't broke, don't fix it.
29. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi James, we’re very sorry to hear that the new website layout has left you feeling so frustrated. We completely understand your sentiment, the previous system was straightforward, and our goal with the update was to enhance security, not to make managing your deposits harder or more time-consuming. We are deeply sorry that this transition has made you look elsewhere. We appreciate your honest feedback regarding navigation and are actively working on updates to make the system simpler. If you do change your mind or need any direct assistance with your current tenancies, please send us a direct message with your account details.
Great service
Great service by Clare-Louise, resolving my issue with the platform and sent my a handly guide.
28. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Phil, thank you for sharing your experience! We are so pleased to hear that Clare-Louise provided great service, resolved your platform issue, and equipped you with a handy guide to help navigate the new system. We will make sure your kind words are passed along to her. Thank you for your patience during this transition!
Shambles
Shambles
The company have just migrated to total property. Total disaster. Website isn't functional and looks like its been designed by teenagers. Confusing information. Price increases. Not replying to emails, live chat wait times approx 1 hour to then get through to someone who clearly doesn't know what they are talking about. No notification of policy changes. We have been using my deposits for years and will now be looking at an alternative. I'm sure they will loose a lot of customers in the not too distant future.
28. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Joanne, we are very sorry to read your review and deeply regret the frustration this migration has caused you after years of loyal service. We understand your concerns regarding functionality, response delays, and price changes, and we take this feedback very seriously. This is certainly not the standard of service we aim to provide. We want to look into your unanswered emails and account issues right away. Please send us a direct message on one of our social media channels with your full name and account reference number so we can escalate this to a senior team member immediately.
Beware
We have been professional portfolio landlords and long-standing users of MyDeposits for many years. Unfortunately, the recent migration to the new system for insured-backed deposits has been an extremely disappointing experience.
The new “Total Property” website and associated process have introduced additional layers of administration and complexity without any apparent benefit to landlords. What was previously a relatively straightforward process has become confusing, time-consuming and unnecessarily bureaucratic.
The impression is that MyDeposits has designed the new system around its own administrative requirements rather than the needs of its landlord clients. For professional landlords managing a portfolio of properties, the additional workload is simply unacceptable.
What is particularly frustrating is the lack of meaningful customer support. We have contacted MyDeposits regarding the issues we have encountered and have not received adequate responses to our emails. We have now had to escalate matters by lodging a formal complaint.
After many years of using the service, it is extremely disappointing to see a system migration that appears to have made the service substantially less efficient and significantly more onerous for its customers.
MyDeposits needs to recognise that landlords are its clients too. A system change should simplify administration, not add unnecessary layers of it.
At present, based on our experience, I could not recommend MyDeposits to other professional landlords. We sincerely hope the company takes the complaints being raised seriously and either fixes the system or provides a practical alternative for portfolio landlords.
28. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Craig, thank you for taking the time to share such detailed feedback. We’re very sorry to hear how disappointing the move to Total Property has been for you as a long-standing portfolio landlord. We understand your concerns around the additional administration, the complexity of the new process, and the level of support you have received so far.
We appreciate you raising these points, particularly around the impact on portfolio landlords and the need for a more practical, efficient process. Please send us a direct message on one of our social media channels with your complaint reference or account details so we can make sure your feedback is passed to the relevant team and reviewed properly.
My deposit is now shambles since migration over to total property
. Took 2 hours to get someone in live chat since migrating over to total property.
New Website is totally misleading and hard to do the basic tasks . Will never use again following my deposits migration over to total property platform
27. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Mr Barrow, we’re very sorry to hear about your experience since the move to Total Property. We understand how frustrating it must have been to wait two hours on live chat and then find the new website difficult to use for basic tasks.
This is not the level of service we want to provide, and we appreciate you taking the time to share your feedback. If you still need support, please send us a direct message on one of our social media channels with your account details so we can pass this to the relevant team and help look into this further.
Super fast and helpful live chat support!
Excellent and super efficient customer support! I had an issue linking my deposit certificate online and reached out via Live Chat. The agent Callie was extremely helpful, patient, and resolved my issue within minutes. Truly professional service!
27. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Bowen, thank you for your lovely review. We’re delighted to hear that Callie was able to resolve your issue quickly through Live Chat and that she was helpful, patient, and professional throughout.
We’ll make sure your kind feedback is passed on to Callie. We really appreciate you taking the time to recognise the support you received.
We spoke to Nic who was absolutely…
We spoke to Nic who was absolutely fantastic who guided us through the process. She was extremely helpful, pleasant and very polite. She is a credit to this company. As this is very new to us Nic made the process more easy for us with her professionalism and knowledge. We hope now that we have put the wheels in motion to get our deposit.
Many thanks to Nic for all her help.
25. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Mike, thank you so much for your kind feedback. We’re really pleased to hear that Nic guided you through the process with professionalism, knowledge, and patience, especially while the system was new to you.
We’ll make sure your lovely comments are passed on to Nic. We’re glad she was able to make the process easier and hope everything progresses smoothly with your deposit.
Uncontactable
Have been trying to contact this company for over a month through emails, telephone and their useless chats system "you are 89th in the queue and will be answered in 74 minutes".
Dreadful service
27. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Bob, we’re very sorry to hear that you’ve had such difficulty reaching us by email, phone, and live chat over the past month. We understand how frustrating and unacceptable it is to be left waiting for support, especially when you need help with your account.
Please send us a direct message on one of our social media channels with your full name, account details, and the best way to contact you. We’ll pass this to the relevant team so they can look into your case and help get this resolved.
They do not answer the phone
As a landlord, getting through on the phone today was a nightmare. Think I wll use a different scheme next time. It should be easy to protect a deposit and it was not at all.
27. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Cara, we’re very sorry to hear that getting through to us by phone was so difficult and that protecting a deposit felt far harder than it should have. We understand how frustrating this is, particularly when you need a straightforward process as a landlord.
We’re working to improve access to support following the move to Total Property. If you still need help, please send us a direct message on one of our social media platforms with your account details so we can pass this to the relevant team.
Shocking customer service
I have been a member for years, and I have to say I’m extremely disappointed with the recent changes to the website.
They have completely changed the format without notifying members properly or providing any tutorial or guidance on how to use the new system. The new format is extremely different from the previous one, making it difficult and frustrating to navigate.
I called today for assistance and have now been on hold for over an hour, while still maintaining my position at number 4 in the queue. Clearly, there aren’t enough staff available to support members with the new system.
I was warned that there was a “high volume of callers” — but if you aren’t answering the phone, what do you expect?
After being a loyal member for so many years, this is incredibly disappointing. Changes like this should be accompanied by clear communication, proper guidance and adequate customer support.
27. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Mel, thank you for your feedback, and we’re very sorry to hear how disappointed you are after many years as a member. We understand your frustration around the change in website format, the lack of clear guidance, and the long wait for phone support.
Your points around communication, tutorials, and adequate support during a system change are completely valid. Please visit our support page for step by step guidance and video tutorials of how to use the Total Property platform – www.mydeposits.co.uk. Specifically, we cover the end of tenancy process and how to return a deposit in our how to guide, please see https://content.mydeposits.co.uk/story/mydeposits-x-total-property-how-to-guide-private-landlords-ib/page/7/8.
We are continuing to improve guidance and support for Total Property, and we’d like to help with your specific query. Please send us a direct message on one of our social media channels with your account details so we can pass this to the relevant team.
New platform complex
New platform complex, illogical and difficult to navigate. Spent 80 minutes in queue, then further 1 hour, trying to resolve glitches that occurred when data migrated over onto new system. System not at all customer facing or user friendly. Terminology used confusing. All in all a very frustrating experience e.
26. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Nigel, we’re very sorry to hear about your experience with the new platform and the time you spent trying to resolve migration-related glitches. We understand how frustrating it is when terminology feels confusing, navigation is difficult, and support queues add further delay.
Your feedback is important, and we are continuing to improve the Total Property experience for customers. If any issues remain unresolved, please send us a direct message on one of our social media channels with your account details so we can pass this to the relevant team and help look into this further.
Bad interface, extremely poor customer service
Confusing interface, resulting in much frustration. Even worse they have made customer support essentially unusable - telephone wait times of over an hour and the chatbot help made me wait an hour and then it kicked me off! The management of this company has clearly failed in their task of provising a usable, logical platform for what is the most simple of transactions. Really really bad service.
26. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi John, we’re very sorry to hear about your experience with the new platform and the difficulties you faced getting support. We understand how frustrating it is when the interface feels confusing and both phone and chat support involve long waits or disconnections.
This is not the level of service we want to provide. We appreciate you raising this feedback and would like to look into your case further. Please send us a direct message on one of our social media platforms with your account details, so we can share this with the relevant team and help resolve any outstanding issues.
I have been waiting to get a deposit…
I have been waiting to get a deposit back for my ex partner who sadly died and even though they have all the information they need they still do not reply to emails or release the money - shame on this company their customer service is non existent woeful
25. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Debbie, we’re very sorry to hear about your loss and the distress this situation has caused. We understand how upsetting and frustrating it must be to be waiting for a deposit to be returned, especially when you feel that all the required information has already been provided and you have not received a response.
This is not the level of service we want to provide, and we would like to help get this looked into urgently. Please send us a direct message on one of our social media channels with your full name, the deposit or reference details, and the best contact information for you, so we can pass this to the relevant team and ask them to review the case as a priority.
Sarah was excellent
Sarah was excellent. I’m always impressed by people who are helpful for mundane things, it shows great humanity
25. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi Adam, thank you for your lovely feedback. We’re delighted to hear that Sarah was excellent and that her helpful approach made such a positive impression.
We’ll make sure your kind words are passed on to Sarah. We really appreciate you taking the time to recognise the service you received.
Absolutely awful.
Absolutely awful.
I cant link my deposit to raise a dispute. Its been going on for weeks and weeks. The new system is awful. Cant get through on phone and wait hours for live chat.
Im promised emails that do not happen and no reply to complaints. Im going to the ombudsman now.
25. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra mydeposits
Hi John, we’re very sorry to hear that you’ve been unable to link your deposit and raise a dispute.
Please send us a direct message on one of our social media channels with your full name, deposit reference, and complaint details so we can escalate this to the relevant team and ask them to review it urgently.
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