The Dispute Service

The Dispute Service (TDS) is a leading provider of tenancy deposit protection and dispute resolution services across the United Kingdom. Established in 2003, the company operates as a not-for-profit entity, committed to fostering a fairer private rented sector. TDS Group, the parent company, aims to simplify processes for agents, landlords, developers, and tenants by offering comprehensive solutions for deposit protection and dispute resolution. The firm maintains offices in Hemel Hempstead, Glasgow, and Belfast, serving a broad geographical reach within the UK.

Its foundational purpose is rooted in creating social value, effectively reducing disputes, elevating industry standards, and streamlining operations for both businesses and consumers within the UK property sector. The core function of The Dispute Service involves the protection of tenancy deposits, providing assurance that disagreements at the conclusion of a tenancy will be addressed swiftly, impartially, and without charge. The company is the longest-established supplier of tenancy deposit protection and manages the Tenancy Deposit Scheme (TDS) in England and Wales, while also delivering essential services to SafeDeposits Scotland and operating TDS Northern Ireland. As an industry-owned and government-approved scheme for the residential lettings market, TDS does not have shareholders, allowing any surpluses to be reinvested into the business to enhance member services.

The scheme supports its members in fulfilling their legal obligations to safeguard tenancy deposits and enables them to retain control of deposits, facilitating more efficient end-of-tenancy procedures. Beyond deposit protection, The Dispute Service offers a range of resolution services designed to address various issues that may arise during and at the end of a tenancy. The firm provides a free Alternative Dispute Resolution (ADR) service for disagreements concerning deposit repayment, handling over 20,000 deposit disputes annually. This service includes both conciliation, where experienced staff assist parties in reaching a mutually agreed solution, and adjudication by independent and impartial adjudicators drawn from legal and property backgrounds.

Additionally, TDS operates TDS Resolution, a mediation and conciliation service aimed at helping tenants and landlords achieve mutually acceptable solutions for in-tenancy issues, thereby helping to sustain tenancies. Since 2007, TDS has resolved over 175,000 deposit disputes in England and Wales for free, representing a public saving exceeding £175 million. The Dispute Service is dedicated to raising standards within the private rented sector, a commitment demonstrated through its charitable foundations. 8 million to organisations working to improve standards in the sector.

The company has also invested over £2 million in standard-raising projects via these funded charities. The firm provides landlords and agents with guides, templates, and training through its academies. Governed by a Board committed to independence and fairness, The Dispute Service Ltd, as a company limited by guarantee, ensures its operations uphold principles of impartiality. The Board comprises an independent chair and a majority of independent non-executive directors, with a minority linked to letting agents or landlords for its tenancy deposit services, ensuring a balanced perspective.

The TDS Group's services extend beyond traditional mediation and alternative dispute resolution functions. The company has been commissioned by the New Homes Quality Board to operate the New Homes Ombudsman Service, which commenced operations in October 2022. This service addresses disputes between homebuyers and developers of new homes, considering complaints related to breaches of the New Homes Quality Code for up to two years post-purchase. The firm's overarching value is customer excellence, which encompasses efficient query handling, rapid dispute processing, and prompt payment to parties once resolutions are achieved.

The Dispute Service also provides the ADR service for disputes concerning financial losses at the end of tenancies covered by the Zero Deposit financial guarantee to landlords.