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... Leggi di più
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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... Leggi di più
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... Leggi di più
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... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
- Compagnia assicurativa
- Agenzia di assicurazioni
- Broker assicurativo
- Consulente finanziario
- Servizi finanziari non bancari
Scritti dall'azienda
We provide a simple deposit protection solution for landlords, letting agents and tenants through out the UK.
Informazioni di contatto
1st Floor, Premiere House, Elstree Way, WD6 1JH, Borehamwood, Stati Uniti
- 0333 321 9401
- info@mydeposits.co.uk
- www.mydeposits.co.uk
3,4
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1K recensioni
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Ha risposto al 60% delle recensioni negative ricevute
Solitamente risponde entro 1 mese
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Kept in an endless queue with clearly…
Kept in an endless queue with clearly not enough staff. A confusing website with very little or inaccurate information on it. Good luck trying to raise a dispute with your landlord if you’re a tenant
10 settembre 2026
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Risposta di mydeposits
Hi Emma, we’re sorry to hear that you found the website confusing and that long queues made it difficult to get support. We understand how important it is for tenants to be able to raise a dispute clearly and confidently. Please visit our support page for step-by-step guidance and video tutorials on how to use the Total Property platform at https://www.mydeposits.co.uk/support/. Alternatively, please send us a direct message via any of our social media platforms so we can pass your details directly to our customer service team.
Long waiting time to speak with someone…
Long waiting time to speak with someone but the lady was super helpful
Thank you
9 settembre 2026
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Risposta di mydeposits
Hi there, thank you for your feedback. We’re sorry the wait time was long, but we’re pleased the adviser you spoke with was able to help and provide supportive service.
Absolutely terrible
Absolutely terrible! The new system does not work properly. Tried going on chat but being number 98 in the queue means I have sit by my laptop and for second if I move and don't show any activity I get sent back to the end of queue. So frustrating. I have been trying to get through to customer support for 2 days now. Have tried the number but was holding for over an hour and 15 mins at number 2 in the queue!
9 settembre 2026
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Risposta di mydeposits
Hi Razia, we’re very sorry to hear that you’ve had such difficulty reaching customer support and that chat queue issues have sent you back to the end. We understand how frustrating this is after trying for two days.
Please send us a direct message on one of our social media channels with your account details and the issue you need help with so we can pass this to the relevant team.
Shear Negligence
What's wrong with you, can't you read English?
The law is a tenant is to give one month's notice, if they give notice mid way during the month they have to pay to the end of the following month (now two months legally as of April 2026).
I provided you with the legal act, you are negligent and I am taking you to court.
Post reply note
Too late I have given you 8 weeks. I can now go to court.
Ps I have written to you previously with no reply. You are arragant.
13 agosto 2026
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Risposta di mydeposits
Hi Richard, we are very sorry to hear about your experience and the frustration this has caused. We take matters like this seriously. To ensure your concern is escalated correctly, please send us a direct message through any of our social media channels with your contact information. We will ensure your details are passed to our customer service team for review.
A TOTAL DISASTER
The company has implemented a new IT system that is a TOTAL DISASTER. My tenant (who left recently) demanded a refund of her deposit, and I wanted to raise a dispute/settlement against it, but My Deposit platform doesn't allow me to submit it. I then spoke with Clare at their customer service more than a week ago, and she tried to help, but no luck. She then said she would talk to IT and would get back to me on the following day. But I have not received any call from her as of today! I tried to submit my settlement request a few times in the meantime, but no luck. I also tried to call a few times, but the wait time is always over 1.50 hours, and the line disconnected a few times towards the end. A total waste of my time! I managed to talk to Maxine last week, and she tried to help, but it didn't work. Although they are having IT issues, it seemed to me that Maxine was not aware of it. When I told her what Clare said, she spoke with someone internally and then told me that their IT team is looking at my case. I have sent a few emails over the last two weeks for an update on whether they can help submit my settlement proposal, but I haven't received a reply. When I try the live chat, it says I have to wait for more than 40 minutes for someone to chat with me. This is a TOTAL DISASTER if I have to wait over 40 minutes for someone to join in LIVE CHAT. I have to submit my counter settlement by 10 September as per the notification received from My Deposit, but it does not allow me to submit my application - what a DISASTER!
I have been using My Deposit for many years, and I have never had such a bad experience. What is going on? Please sort it out, as dealing with your platform is stressful right now.
1 settembre 2026
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Risposta di mydeposits
Hi Faizul, we’re very sorry to hear about the difficulties you’ve experienced trying to submit your settlement proposal and the delay in follow-up after speaking with our team. We understand how stressful this is when you are working to a deadline.
If you still need assistance, please send us a direct message on one of our social media channels with your details so we can escalate this with our customer service team.
Excellent once I finally got through!
When I actually got through to the helpline after waiting 1hour and 30 minutes, Nic couldn't have been more helpful. She went above and beyond to help me with my issues regarding the site. She was brilliant. An asset to you. All issues sorted now thanks to Nic but management need to iron out the glitches on the site as it should be easier to navigate please.
8 settembre 2026
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Risposta di mydeposits
Hi Sarah, thank you for your feedback. We’re sorry it took so long to get through, but we’re delighted Nic was able to go above and beyond, resolve your issues, and provide such brilliant support.
Very pleased with the service
Very pleased with the service - took a while to upload my evidence and to reach the final result but they saved me almost all my deposit from a vindictive landlord who was trying to claim a lot of pre-existing damage. To anybody who reads this, photos taken of any existing damage are worth their weight in gold so please take as many as you can!
9 aprile 2026
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Risposta di mydeposits
Hi James, thank you for sharing your experience. We’re pleased to hear the service helped you recover most of your deposit and that the evidence you provided supported a fair outcome.
Clare-Louise was outstanding….wait time on the phone not so!!!
Clare-Louise was outstanding, she was really helpful, patient and friendly. She talked me through the new system and all was good.
The major problem is they need 50 plus more of her, the wait time on the phone was over 2 hours!! The company clearly have nowhere near enough staff to man the phones!!
7 settembre 2026
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Risposta di mydeposits
Hi there, thank you for your kind feedback. We’re delighted Clare-Louise was helpful, and we’re sorry the phone wait was over two hours before you reached her.
Clare-Louise was super from start to…
Clare-Louise was super from start to finish. I am practically computer illiterate and Clare was just brilliant from start to finish. The only downside was the wait to get through.
Thanks again Clare for explaining the new platform on MyDeposits
7 settembre 2026
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Risposta di mydeposits
Hi there, thank you for your lovely feedback. We’re pleased Clare-Louise was able to explain the new platform clearly and support you from start to finish, and we’re sorry the wait to get through was longer than expected.
sickening customer service
The Company changed the portal without clearly informing myself and despite several attempts to log on, the portal wont allow it and wont verify my phone number so Im stuck, been on the phone for over 95 mins waiting to speak to an agent listening to horrible music and then the agent hanged up on me.
Thy hold all the power with a deposit, use another company that will answer and support their customers
7 settembre 2026
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Risposta di mydeposits
Hi there, we’re very sorry to hear that you have been unable to access the portal and are struggling to get through to our team. We also apologise if your call ended unexpectedly after such a long wait. Please visit our support page for step-by-step guidance and video tutorials on how to use the Total Property platform at https://www.mydeposits.co.uk/support/. Alternatively, please send us a message via any of our social media platforms so we can pass your details directly to our customer service team.
Ideally zero stars
Ideally zero stars, My Deposits was ok for many years, now as Total Property migration a complete shambles, portal doesn't work properly and you can kiss goodbye to aver an hour to get through to them, live chat even worse. Spent 1 hour and 50 minutes in a queue on one occasion, must of wasted a good 5 to 6 hours. Certainly wont be using them for any future deposit protection.
1 settembre 2026
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Risposta di mydeposits
Hi John, we’re sorry to hear that the migration to Total Property has caused such frustration after many years of using mydeposits. We understand your concerns around the portal and long phone queues. If you still need assistance please visit our support page for step-by-step guidance and video tutorials on how to use the Total Property platform at https://www.mydeposits.co.uk/support/. Alternatively, please send us a message via any of our social media platforms so we can pass your details directly to our customer service team.
Very unprofessional they used to be…
Very unprofessional they used to be perhaps good but they services us so bad miscommunicating deceitful deception all that you can think of
I had a complaint that’s not even responded to unable to reach your Maneger to resolve the issue with my deposit. I’ve had my deposit on hold for more than six months.
3 agosto 2026
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Risposta di mydeposits
Hi Mihai, we’re very sorry to hear about your experience and understand how frustrating it must be to feel that your complaint has not been responded to, especially while your deposit remains unresolved after such a long time.
This is not the level of service we aim to provide, and we would like the opportunity to look into this urgently. Please send us a direct message on one of our social media platforms with your full name, reference details, and the best contact information to reach you, so we can pass this to the relevant team and investigate your case.
Clare Louise sorted out my problem very…
Clare Louise sorted out my problem very well after I had been waiting for nearly 1 hour waiting for anybody to answer my call.
1 settembre 2026
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Risposta di mydeposits
Hi Christopher, thank you for your feedback. We’re really pleased to hear that Clare-Louise was able to resolve your issue and provide helpful support once you got through.
We’re sorry, however, that you had to wait nearly an hour for your call to be answered. Following the migration to our new platform we have experienced a significant increase in calls and are working to improve this as quickly as possible.
They were quite good. Now dreadful.
Having been quite pleased with service from this company for many years, I must advise prospective new customers not to walk, but run from the company. Over the past few weeks I have received shoddy, rude, ignorant service from a number of staff who seem to care practically nothing for clients in longstanding. The accuracy of their new online system is very much open to question, but the user experience seems much worse than before. Their IT testing appears to have repeatedly failed. Sad to see a good company lose their way, but I would suggest clients spend their money and time with a different provider.
EDIT (after response from MyDeposits) : I have already tried initiate a complaint and request for compensation. Weeks have gone by with no proper investigation or contact. They're just not serious about retaining happy customers.
4 settembre 2026
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Risposta di mydeposits
Hi there, we’re very sorry to read your review and to hear how disappointed you feel after being a customer for many years. This is not the experience we want our members to have, and we understand how concerning it is to feel let down by both service standards and the new online system.
We appreciate you raising these concerns and would like the opportunity to look into what has happened. Please send us a direct message on one of our social media platforms with your account or reference details, so we can pass this to the relevant team and investigate your experience further.
Likes:professionalism and patience in…
Likes:professionalism and patience in Clare-Louise
Dislikes: No notice to Landlords on your system upgrade to Total Properties causing chaos in logins, tying to use existing log in details to log in.
Taking forever to receive the 4 verification numbers to
log into the system. Worst yet: 3 hours 10 minutes before an agent answered the call. Ridiculous
4 settembre 2026
Non scritta su invito
Risposta di mydeposits
Hi Mr Yethman, thank you for your feedback. We’re pleased to hear that Clare-Louise was professional and patient in supporting you, and we’ll make sure your comments are passed on to her. We’re very sorry for the difficulties you experienced with the Total Property login process, verification codes, and the extremely long wait to speak to an agent. We understand how frustrating this must have been and appreciate you raising it with us while we continue working to improve access and reduce waiting times. We did issue an update to our members regarding the transition to our new platform. To ensure you receive all future communications, please direct message us with your email address via any of our social media channels, and we will verify that you are on our mailing list.
Clare-Louise was incredibly helpful
Clare-Louise was incredibly helpful, patient, and professional. She knew exactly what she was doing and dealt with everything clearly and efficiently.
Unfortunately though I had to wait for an hour to speak with someone which was very frustrating. Hence the 3 stars
4 settembre 2026
Non scritta su invito
Risposta di mydeposits
Thank you for taking the time to leave your review. We’re delighted to hear that Clare-Louise was helpful, patient, and professional, and that she dealt with your query clearly and efficiently.
We’re sorry that you had to wait an hour before speaking with someone. We understand how frustrating that is and appreciate your patience while we continue working to improve response times following the launch of Total Property.
Nagz
Even though it took more than an hour to get to speak to someone, when I finally did I was so grateful to the adviser Clare-Louis.
She was so helpful & patient & sorted out all my issues explaining everything whilst doing so. She was very thorough & experienced & such a polite lady.
I want to thank her for her help today.
Clare-Louise has amazing knowledge & a real asset to your company.
Thx Clare-Louise
3 settembre 2026
Non scritta su invito
Risposta di mydeposits
Hi Nagina, thank you so much for taking the time to share this. We are incredibly grateful for your patience regarding the hour long wait, but we are absolutely thrilled to hear that Clare-Louise was able to provide such thorough, patient, and knowledgeable support. We will make sure your lovely words and thanks are passed directly to her.
We got there in the End.
The wait time was well over an hour for my call to be taken. (19 people ahead of me) However once I was finally connected to Clare she was very helpful and supportive and called me back as I was having technical issues with my phone. She explained that their new system was taking a while for customers to understand hence the wait.
But I manage to get sorted with her help.
Thank you
3 settembre 2026
Non scritta su invito
Risposta di mydeposits
Hi there, thank you for your feedback and for sticking with us through the long wait. We are so glad to hear that Clare was able to support you, walk you through the technical issues, and even call you back to ensure everything was sorted. We really appreciate your understanding and are glad your issue is resolved.
Disgraceful
It took 1 hour and 51 mins waiting on the phone to finally get through to customer services.
2 settembre 2026
Non scritta su invito
Risposta di mydeposits
Hi John, we’re sorry to hear about your experience and completely understand your frustration. We recently launched the Total Property platform, and we recognise that the transition has resulted in higher call volumes and longer waiting times than usual. Please visit www.mydeposits.co.uk/total-property for step-by-step guidance. Alternatively, please send us a direct message on one of our social media platforms, and we will pass your details straight over to our customer service team.
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 settembre 2026
Non scritta su invito
Risposta di 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.
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