TDS Values

What makes us special

Tenancy Deposit Scheme (TDS) is committed to creating a culture that respects and values each others’ differences. Promoting dignity, equality and diversity whilst encouraging individuals to develop and maximise their true potential.

Values are key to us at TDS; Customer excellence, teamwork, making a difference and fairness are all part of what makes us who we are. 

Customer excellence

  • Treating customers as individuals and not a number to ensure we deliver better customer care and experience
  • Providing a timely and attentive service to our customers
  • Having an understanding and knowledge of what we do
  • Respect for both our customers and colleagues
  • Placing customers’ interest at the heart of decision making
  • Building rapport and reputation
  • Good communication
  • Welcoming to all

How have we achieved this so far?

BSI complaints accreditation

4.1 stars on Trustpilot &
3.3 stars on Google

Customer Service Excellence (CSE) awards 

ESTAS Awards

Specialised customer service teams for landlords, tenants and agents

Colleagues achieving Propertymark qualifications

Best Companies Awards 2021

The Dispute Service (which includes the Tenancy Deposit Scheme (TDS), TDS Northern Ireland and Safe Deposits Scotland) has been ranked No.3 in the UK’s Best 10 Not for Profit companies to work for in the Best Companies Awards 2021. This year’s award recognised The Dispute Service as an exceptional place to work after assessing feedback from staff across the well-known tenancy deposit protection organisation.


  • Treating everyone equally without favouritism or discrimination 
  • Having integrity by being honest, professional and having strong moral principles
  • Respect and kindness for all   
  • Making reasonable adjustments when required
  • Being just and open-minded  
  • Making fair and independent decisions
  • Giving impartial advice
  • Treating all complaints objectively

How have we achieved this so far?

Colleague led Diversity Working Group  

Independent Complaint Reviewer  

Impartial adjudicators  

Mentoring scheme  

Career progression opportunities available to all staff

Code of Conduct


  • Co-operating with colleagues and respecting one another 
  • Being reliable and accountable – ‘don’t pass the buck’  
  • Making progress together
  • Unity – recognising we are all one team
  • Creating a great place to work for everyone  
  • Being kind and helpful  
  • Working together we can make a change
  • Developing a diverse set of skills

How have we achieved this so far?

Working together remotely through the pandemic

Cross training to learn what other departments do

National Business Continuity Award

TDS Thinks; one big colleague conversation

Taking the temperature surveys

Sunday Times Best 100 Company 2017 and 2019

Making a difference

  • Being innovative by striving to be market leaders, improving standards within the industry and adapting to change
  • Working together and harnessing our diverse set of skills irrespective of our backgrounds
  • We do not distribute profits to shareholders; we reinvest back into the company  
  • Having curiosity in all that we do
  • Cultivating success through ambition
  • Challenging the status quo
  • Thinking outside the box

How have we achieved this so far?

Fundraising/Wellbeing Team

Developed new initiatives such as Zero Deposit, TDS Resolution and Inventory Hive

We have a colleague led Diversity Working Group which was created by inspiration from a colleague

TDS Charitable Foundation   

TDS Academy

© 2019 The Dispute Service Limited, All Rights Reserved.

The Dispute Service Limited is a company registered in England and Wales with number 4851694.

Registered Office Address: West Wing, First Floor, The Maylands Building, 200 Maylands Avenue, Hemel Hempstead, HP2 7TG