mydeposits Reviews 1.206

Absolutely terrible service.

I spoke with 'David Adams' today as my estate agents asked me to contact mydeposits.co.uk who can activate the release of a deposit and make the whole process quicker.

Unfortunately, David could not grasp this and kept asking me to raise a dispute, I explained there was no dispute and I simply needed them to activate the release of the deposit.

David insisted that they do not hold the deposit, something I never insinuated or thought, I was simply asking for them to activate the release as it speeds up the process.

David proceeded to show a lack of understanding and a complete lack of empathy within his role.

A useless service and a complete waste of my time.

It’s a very difficult site to use and limiting how many words you can use on an explanation is rediculous.
My claim hasn’t been settled yet, but I’m expecting them to side with the Tenant.

I was not happy with the original award because the tenant had removed three mattresses from the property. On their form they reported they had WhatsApp messages stating I had given them permission to take them.
I appealed to My Deposits informing them that these messages had not been sent by me or the estate agent on my behalf and the response was : “the scheme cannot retrospectively verify authenticity of such evidence unless clearly challenged during the dispute stage with supporting proof”
I did not know they were going to fabricate evidence. And what proof would I provide of something that had not happened?? And how would I know they were going to fabricate evidence.
Useless scheme.

Landlord deducted £215 to remove excess compost from flower beds and mydeposits agreed with the cost.. Absolutely ridiculous, exorbitant amount of money which could have been sourced much cheaper but as it was my money and not the landlords, I guess they didn't care and neither did mydeposits, another company taking from the poor and giving to the rich. 0/10.

It costs less to have a complete house removal and a months worth of storage than to remove excess compost.. What a joke.

Completely biased decision awarding the landlord amounts that made no mathematical sense, the adjudicator says they refused a lot of the landlord's claims and then awarded them the majority of the money anyway with no break down of costs or how they arrived at that very round sum. When a complaint was filed they said they couldn't do anything and the matter was closed. It also transpires that they have no oversight from a governing body like the property ombudsman, so they can essentially decide what they want and not have to answer to anybody.
The landlord illegally claimed £45 per hour for their own time, incorrectly claimed for damages that were already in the check in report, mistakenly sent the next tenant's check in report showing nothing had been fixed anyway (who knows how many times the landlord has claimed without actually fixing the issues they claimed for) and didn't provide a proper breakdown or invoices for their 'work' and now we can't even speak to the adjudicators to get any answers or clarification on their decision, bearing in mind this is the tenant's money, not the the landlord's. These people are crooks and should be shut down

Went to dispute over unfair charges. Got charged more than at the start. Incredibly slow and worse than doing nothing.

23 days waiting for my deposit. The only thing I get is an automatic reply. But nobody cares, they work for Foxtons not for the tenants!

I hope I can give a negative 5-star rating.
When my tenant moved out, most of the window handles were broken, and the doors were scratched. Walls were badly damaged, and floors were ruined. I spent £4000 on repainting, did thorough cleaning, replacing doors, and flooring.
I provided almost 10 videos and 100 pictures as they requested, showing the date on the photos. It included move-in and move-out status. However, after three months, the result was that the tenant did not have to pay a single penny in compensation, not even the £40 they had originally agreed to pay. There is only one reason given: No check-in comparison.
The judgment found that the tenant did not admit to causing the damage; they only said they were willing to pay. Therefore, they were not required to pay anything. This judgment makes absolutely no sense. I can't understand their logic or reasoning at all. It is completely unacceptable. Honestly, it feels like there was no rational thing behind it.

Not happy at all, meant to protect your deposit but taken 3months to refund mine and not in full. The property I rented was in a such a run down state I paid and had it all decorated and cleaned out my own pocket at a cost of £2000. I moved out 12months later and they still withheld £200 of the deposit for things that wasn’t even right when I moved in. Despite these issues being shown on the “moving in” inventory and by the letting agent and in a lot worse condition then when I left they still sided with the landlord after they had evidence of before and after of the issues. To which I sorted a lot of myself. Appalling, just don’t trust them at all and steer clear.

Very nice, friendly and efficient people at My Deposits. They help take the stress out of everything. we enjoy working with them

Absolute shocking experience, has taken 4 months for them to 'review' the evidence, which is a waste of time as they heavily sided with the landlord despite lack of evidence uploaded by them. Appeared to have not even bothered to look properly at all the evidence provided by the tennent, and award the landlord half of the proposed deduction purely on 'contractor' percentages not factual, proven with evidence or proof of purchases.

Fair judgement. The team is very supportive, reasonable
I am happy they get to the right decision. I got my deposit back in 2 months.

I had a very good experience by mydeposits. I raised a dispute when an old landlord had tried to hold £400 of my deposit, luckily i had saved all pictures and videos from the property when I first moved in. I had also saved all correspondence betwern myself and landlord which helped make it clear to mydeposits team. The team was amazing, they we're throurough with all the checks, patient with all my questions and fair at the end with the decision. I am especially greatful to Miss Howden and Mr Glanvill.

This organisation should have their licence removed. Absolute cowboy outfit. I've one property but you know soon as you say 'im the landlord' you may as well say your a scum bag as that's how we are treated.

Had to use them and my advertising co insisted.

Registered deposit as per rules.
Conducted ast as per rules.
Raised dispute as per rules.
Followed policy as per rules.

That's where the rules end and don't apply to mydeposits...

I had to explain to them how to right click on images (tough one that) as they tried the 'get out of jail card' "your images are not dated", that old chestnut! Her reply was 'ah I see them but not clear' That's a matter for Microsoft or Bill Gates not me...

Constantly ignored email follow ups.

Cloey "he will call you today there has been a delay over xmas", he did not call me (17 days and passing) and has still not, I'd be called a liar if I acted like that, just imagine a landlord not meeting timelines and using 'holidays' as an excuse!!! I dont think so!!!!

My understanding is deposit has been returned in full without any consideration for the circa £250 I claimed and all the facts I provided.

This scheme is 100% bias in favour of tenant as most things these days, otherwise I'd been dealt with as per policy in a timely manner, right....

Clearly they act with impunity but landlords read this and where ever you can use a reputable scheme not this one.

All my calls are recorded for quality and training purposes.

Yours truly x landlord.

Ps 'Please send us details by email', you have it already,,, don't pretend on this platform you try to assist that ship has well sailed.

I had a very negative experience with MyDeposits, both in the adjudication itself and in how they handled my complaint afterwards.

After only six months of tenancy, the tenant left the property with extensive damage, including:
• Broken hob
• Broken sofa
• Broken sink
• Broken blinds
• Broken main door lock
• Stained carpet and mattress
• Scratched internal doors
• Broken vacuum cleaner

I supplied:
• The check-in inventory and moving-in report, clearly showing all items were in perfect condition, with photos.
• Dated photographs showing the damage at check-out.

Despite this, the adjudicator largely ignored this evidence and rejected most of the landlord’s claims.

Some examples of the reasoning I received:
• Blinds:
The photo clearly shows the blind cords broken and tangled, yet the adjudicator stated that “there is no convincing evidence that this interfered with the function.”
• Sink:
The tenant removed the original sink and installed a much smaller, cheaper one, badly fitted with gaps from all sides. The adjudicator ruled that this was the landlord’s responsibility to repair, despite it being tenant damage.

There were similar outcomes for almost every damaged item.
Out of a total claim of £1,250, MyDeposits only awarded £138 for the main door lock and door scratches.

When I tried to complain about the adjudication, MyDeposits said the complaint must be submitted by the estate agent. The estate agency confirmed they cannot act, as the property is no managed by them.

I was also told MyDeposits is not regulated by an ombudsman, meaning there is no independent appeal route. This leaves landlords completely stuck, even when strong evidence is provided.

This process felt one-sided, inaccessible, and unfair.
Based on my experience, I would strongly advise landlords to avoid MyDeposits.
Other schemes such as TDS offer clearer procedures and an independent complaints process.

My Deposits is probably the hardest platform you will ever use.
Everything is jumbled and up every time you get a new Tenant it’s a nightmare to update and you cannot delete old tenants and the information is very conflicting.
It is a nightmare to navigate through. You would think such an important scheme would be easy to use.
But it is definitely not.

Tenants beware! If you see this company listed on a rental agreement do not accept that agreement! They will do everything in their power to withhold your deposit, regardless of what the landlord or lettings agents say otherwise.

I moved out of a property in October 25 due to it being repossessed as the landlord failed to pay his mortgage. The landlord has since gone AWOL and won’t respond regarding the deposit.

Both myself and the letting agents have frequently contacted my deposits to ask for this money back to no avail. We have supplied all evidence and explanation to Donna, the case manager of our deposit at my deposits. Her only response was to ask for evidence on a pdf we couldn’t open, giving us 24hr to provide it before closing the case and telling us to go via small claims court.

The audacity of this company and its management is sickening and has left
both myself and my partner in tears on multiple occasions. They should be ashamed of their approach and their lack of care. My deposits? More like their deposit.

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.