New research to explore tenants’ experiences with deposit disputes

The Tenancy Dispute Service’s goal is that every tenant feels confident their deposit is protected and that they will be treated fairly when their tenancy ends.

To support that aim, we are launching new research to explore tenants’ experiences of our service when they have problems getting their deposit back. This includes tenants who have used our free dispute resolution services and those who chose to handle disputes in other ways.

Understanding tenants’ real experiences

Reclaiming a deposit is a key moment at the end of a tenancy. For many, the process is straightforward; for others, it can raise questions about timeframes, communication, what counts as fair wear and tear or what to do when their landlord or letting agent wants to keep some of their deposit.

This research aims to better understand what the experience is like for tenants when they have problems getting their deposit back – what feels unclear, and what influences decisions about using our free dispute resolution service and how we can make these work better for tenants

Why listening to tenants matters

The insights we gather through this research will help inform future changes to how TDS delivers our services and how we communicate with tenants and landlords.

Listening to tenants’ experiences can help us strengthen deposit protection and ensure every tenant’s experience is fair, transparent, and well‑supported. By sharing their views, tenants help us:

• Identify where communication and guidance can be improved.

• Strengthen the accessibility and transparency of our dispute resolution services.

• Shape future service changes that better reflect tenants’ real experiences.

What’s involved

• A short online questionnaire taking 5–10 minutes to complete

• We are particularly interested in hearing about:

  • Tenants’ experiences when they had problems getting their deposit back.

  • What influenced their decision to use, or not use, our free resolution service.

  • The clarity and usefulness of the information and guidance available.

• Optional opportunity to join a follow-up focus group in March to explore these issues further  

Access to the survey can be found here.*

Who can take part

This research is open to tenants who have recently reached the end of a tenancy and reclaimed their deposit – whether they used our redress service or settled any issues directly with their landlord or agent.

Recognition for taking part

Everyone who completes the questionnaire will have the option to enter a prize draw to win one of five £30 Amazon vouchers as a thank-you for taking part.

Participants may also be invited to take part in a follow-up focus group in March, where they can discuss their experiences in more detail. Those taking part in a focus group will receive an additional £30 amazon voucher as a thank-you for their time and contribution.

Fill in the survey here. *Note: if the survey ends early, it may mean you don’t qualify this time. We're specifically looking for people who have had problems getting their deposit back.