Annual Review 2020-2021 - Tenancy Deposit Scheme
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1 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
Annual Review
2020-2021
2 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
FOREWORD BY MARTIN PARTINGTON
THE LAST 18 The team at the Dispute another. They have managed
Service have proved, once to maintain support to our
MONTHS HAS again, that they can deliver industry when it needed it most,
SEEN THE WORLD an unparalleled service and to introduce new innovations
support to our customers despite and technological solutions, and
COME TOGETHER such unexpected, unusual and to win much-deserved awards
IN WAYS WE worrying times. for their efforts. Well done to
all involved for their resilience,
HAVEN’T SEEN After the fire of our Hemel patience and hard work.
IN OUR LIFETIME. Hempstead office in September
2019, we had completely
DESPITE THE upgraded the technology
INCREDIBLE infrastructure moving all services
CHALLENGES, into the cloud and supplying
staff with laptops and Voice
WE’VE SEEN over Internet Protocol (VOIP)
PEOPLE, telephony. This paid dividends
on 17 March 2020 when we
BUSINESSES AND instructed all staff to work from
NATIONS ACHIEVE home because of Covid-19. This
meant that we continued to
EXTRAORDINARY provide a full suite of services
THINGS, TO without any disruption, right from
lockdown through to the time of
SUPPORT ONE writing this report in the summer
Martin Partington, Chair of the TDS Board
ANOTHER IN of 2021.
NEW, INNOVATIVE A truly magnificent team of staff
WAYS TO HELP and Board members have risen
NAVIGATE THIS to the challenge of two business
continuity crises one after
NEW NORMAL.
3 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
DISPUTE SERVICE
BOARD MEMBERS
Martin Partington CBE QC
Chair of the Board
Mark Allan
Commercial Director BUPA
Luay Al-Khatib
Global Director of Standards and
Professional Development [RICS]
Jodi Berg OBE
Chair of National Residential
Landlords Association
[from April 2020]
Steve Harriott, Group Chief Executive
David Cox DISPUTE SERVICE
Chief Executive ARLA Propertymark THE DISPUTE SERVICE
Steve Harriott EXECUTIVE TEAM
[resigned August 2020]
Chief Executive The Dispute Service Ltd is a
Anda Gregory Steve Harriott
Nick Hankey Group Chief Executive not-for-profit company limited by
Managing Director, Commercial at
Deputy CEO [Resources] guarantee. The two guarantors
Glass and Glazing Federation Nick Hankey are the Royal Institution of
Mark Hayward Deputy Chief Executive [Resources] Chartered Surveyors and
Chief Policy Advisor, Propertymark Alex Hillier Propertymark. Established
Paula Quigley Director of Technology [from May in 2003, it operates Tenancy
Regional Head of Operations Mears 2020] Deposit Scheme (TDS), Insured
Group plc Rebecca Johnston and Custodial deposit protection
Director of Business Development schemes in both England and
Quincy Hunte
Principal Advisory Lead for Alison MacDougall Wales. TDS Northern Ireland Ltd
United Kingdom & Ireland, Amazon Director of Resolution is a wholly owned subsidiary of
Web Services [Joined October 2020] the Dispute Service. The Dispute
Josanne Leon
Service holds a controlling
Jacqs Harper Head of Human Resources
interest in SafeDeposits
Digital Director at Nuffield Health
[Joined October 2020] Scotland Ltd.4 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
CONTENTS
FAIRNESS
CUSTOMER
09
EXCELLENCE
07 MAKING A
DIFFERENCE
WHERE
WE OPERATE
13
06
TEAMWORK
VALUES
15
055 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
CUSTOMER MAKING A
VALUES EXCELLENCE
FAIRNESS
DIFFERENCE
TEAMWORK
The events of 2020 led to a new
set of values for TDS. A year on,
this report looks at the progress
made in each of these key areas.6 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
WHERE WE OPERATE
SafeDeposits Scotland is a Custodial
tenancy deposit protection scheme. It is
a separate company where the Dispute
Service is the key partner and provides
the scheme’s key operational services.
SDS Resolution is a mediation service
helping landlords and tenants resolve
issues arising during a tenancy.
TDS Northern Ireland
is a wholly-owned
subsidiary of
the Dispute Service,
providing both Custodial
and Insured tenancy
deposit protection.
Tenancy Deposit Scheme
(TDS) is operated by
the Dispute Service providing
tenancy deposit protection
in England and Wales. TDS
offers both Insured deposit
protection, TDS Insured, and
Custodial deposit protection,
TDS Custodial.
TDS Resolution is a mediation
service helping landlords and
tenants resolve issues arising
during a tenancy.7 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
CUSTOMER EXCELLENCE
“PEOPLE DON’T CARE “WE ARE THRILLED
HOW MUCH YOU TO HAVE MADE
KNOW UNTIL THEY IT ON TO THIS
KNOW HOW MUCH YEAR’S ESTAS
YOU CARE.” SHORTLIST
– Theodore Roosevelt FOR CUSTOMER
During 2020, we adapted our
SERVICE
service quickly to continue EXCELLENCE.
supporting our customers
remotely during Covid. Our
OUR CUSTOMERS
teams came together to maintain ARE CORE TO
service levels from home and EVERYTHING
move educational resources
online in terms of webinars and WE DO AND IT’S
the new TDS online Academy. FANTASTIC TO
Our customer service suffered
no downtime, thanks to the HAVE THE WORK
extraordinary efforts of our RECOGNISED.”
colleagues at TDS.
– Steve Harriott
CALLS ANSWERED
IN 31 SECONDS
EMAILS ANSWERED
IN 4 HOURS
DISPUTES RESOLVED
WITHIN 17 DAYS8 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
AWARDS
TDS continues to outperform
the industry in terms of customer
service response. This has been
recognised in multiple awards
in 2021.
®
All three TDS schemes (Tenancy TDS has also passed its triennial
Deposit Scheme, SafeDeposits review of the Customer Service
Scotland and TDS Northern Excellence Award with 8 areas
Ireland) have been shortlisted in of our customer service praised
the ESTAS 2021 for outstanding by the Assessor. This is a UK
customer service to customers. Government Cabinet Office
The ESTAS is the most notable backed standard and a tribute
award scheme in the UK residential to the hard work of all our
property industry. colleagues at TDS.
CUSTOMER REVIEWS
We continue to receive great
feedback from customers through
impartial review websites.
75% of customers on Trustpilot
have rated TDS as Excellent – the
highest score attainable.9 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
FAIRNESS
“I BELIEVE IN TDS RESOLUTION
SDS RESOLUTION
EQUALITY FOR
EVERYONE.” In response to the pandemic
and the announcement from the
– Mahatma Gandhi
Ministry of Justice regarding
the possible extension of the
We have built a reputation for Pre-Action Protocol for private
fairness in the industry, both housing landlords, TDS Resolution
internally and externally amongst was launched to help all in the
our customers and also in PRS.
how we deal with disputes and
adjudications. The free service provides
a conciliation/mediation
service between landlords and
tenants and aims to facilitate a
satisfactory resolution to tenancy
deposit disputes without the need
for adjudication or court action.
We also set up SDS Resolution
to provide the same service in
Scotland, a move endorsed by the
Scottish Government.110
0 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
WHO RAISES DISPUTES? WHAT ARE DISPUTES ABOUT?
During 2020/21, 75.5% of dispute Most of the disputes raised with
applications were initiated by TDS involve more than one issue,
tenants. Just 8% were initiated however cleaning and damage
by landlords and 17% by agents. continue to be the most common
This is a continuation of a trend areas of dispute in 2020/21.
seen over the last 5 years with
tenants raising more disputes
than agents/landlords.
17% REASON
TDS
INSURED
TDS
CUSTODIAL
TDS
NORTHERN IRELAND
SAFEDEPOSITS
SCOTLAND
Cleaning 49% 55% 42% 70%
Damage 35% 45% 40% 43%
8%
Redecoration 26% 30% 27% 20%
75% Agents
Landlords *The columns do not add up to23%
100% because claims can often
Rent arrears 12% 26%include more than one reason.
15%
Tenants
Disputes by applicant 2020/21 (TDS Insured)
Gardening 15% 11% 12% 9%11 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
WHAT ARE THE AN EXTERNAL EQUALITY IN TDS • Equality and Diversity training
ADJUDICATION OUTCOMES? REPUTATION FOR FAIRNESS rolled out to all.
It’s one year on since the murder
TDS Adjudicators make their We continue to ensure fairness of George Floyd, which ignited • The Executive-led Mentoring
decisions independently and in all we do at TDS. To ensure a racial justice movement programme implemented.
impartially based on the those efforts are being translated across the globe and prompted
information provided by the outside of the organisation, we unrelenting demands for change. • TDS Values changed to
parties. During 2020/21, the conducted a survey amongst That included the need for a Customer Excellence, Fairness,
majority of adjudication outcomes TDS customers to see how they Diversity Working Group at TDS. Teamwork and Making a
reflected an equal split between perceived TDS both before and Since then, we have implemented Difference.
agent/landlord and tenant in TDS after becoming a customer. changes to ensure we promote
Insured cases. The feedback below shows the equality and justice, both as • Monthly nominations for
descriptive terms most frequently individual leaders and collectively colleagues meeting our Values.
attributed to TDS by the as a company.
respondents. • TDS website updated to include
Values, Communities and
Colleagues.
WHAT WAS YOUR IMPRESSION OF TDS BEFORE BECOMING A CUSTOMER?
• Our Annual Review is now
centred on these values too.
• Our website Careers page
Trustworthy Impartial Professional updated to include new-starters
testimonials and company
benefits.
WHAT WAS YOUR IMPRESSION OF TDS AFTER BECOMING A CUSTOMER?
• A ‘virtual cup of tea’ introduced
to the recruitment process for
external candidates to meet
Professional Efficient Fair & Supportive & Approachable & members of the Diversity team.
Impartial Reassuring Friendly
• Our recruitment package and
induction booklet updated to
display a true reflection of what
it’s like to work at TDS.12 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
INDEPENDENT Annual Reports
COMPLAINTS REVIEWERS
Her full Annual Report is
In England & Wales and Northern considered by the Board of
Ireland Margaret Doyle is the The Dispute Service and her
Independent Complaints Reviewer. reports are published here
Her role is to review complaints on the website.
about the service where
complainants are unhappy with Independence
the final stage response given by
TDS. She also reviews a sample of Margaret Doyle is fully
complaints responses each year. independent of the Dispute
Service and reports directly to
In 2020-21 she reviewed four the Board.
complaints and did not uphold any
of them. A similar role for SafeDeposits
Scotland is undertaken by
However in some cases she made Carolyn Hirst. In 2020-21
Margaret Doyle, Independent Complaints some recommendations as to there were no referrals to the
Reviewer how the process might have been Independent Complaints Reviewer
improved. for SafeDeposits.
During the last year she has also
reviewed a number of complaints
that were dealt with internally
by TDS staff and again has made
some recommendations to the
Board as to how these might be
improved in the future.13 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
MAKING A DIFFERENCE A TIME FOR INNOVATION A TIME FOR NEW TECHNOLOGY
It has been an incredibly eventful Technology’s role in the property
“WHAT COUNTS IS year. However, with change and industry has been accelerated
challenge comes opportunity. This during 2020/21. We have been
NOT THE MERE has forged discussions at TDS on fortunate to have a fast-response,
FACT THAT WE how to make new partnerships highly competent in-house tech
within the private rental sector team at TDS that has been able to
HAVE LIVED. IT IS and offer our resolution and respond quickly to the industry’s
WHAT DIFFERENCE mediation services to a wider needs and make a difference
market. to the lives of our staff and
WE HAVE MADE customers during the past year.
TO THE LIVES OF As a result, a commitment was
made to make Innovation a part of • Secure remote working quickly
OTHERS THAT WILL our Strategic Plan moving forward. implemented for business and
DETERMINE THE In January 2021, TDS hired its first service continuity
Head of Innovation, Chris Hillier, • Webinars and online learning
SIGNIFICANCE OF who immediately set course to introduced to provide remote
THE LIFE WE LEAD.” create a culture of innovation education
– Nelson Mandela within TDS, and to educate and • Online resources and guides
train our staff on methodologies made freely available to all
and tools in areas like co-design • New apps developed to
and business modelling. streamline the tenancy deposit
process
The TDS App and TDS API have been
embraced by landlords, agents and
tenants during 2020/21.14 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
GUIDANCE CHARITY During Covid, violence and abuse
at home increased. Refuge
TDS CHARITABLE FOUNDATION
During 2020/21 we have received over 13,000 calls and
AND SAFEDEPOSITS SCOTLAND
maintained our commitment to CHARITABLE TRUST messages to its helpline during
provide useful, easy-to-understand the pandemic, which was a 60%
guidance for tenants, agents and Both the TDS Charitable increase on the normal monthly
landlords. Foundation and SafeDeposits figures.
Scotland Charitable Trust were
set up by the Dispute Service To support the charity, TDS set a
and SafeDeposits Scotland target of walking the length and
as charities with a mission to breadth of the UK in steps during
“raise standards in the private March 2021. Colleagues in each
rented sector through the more of the TDS regions (TDS England
effective education of tenants and and Wales, TDS Northern Ireland
landlords in best practice in the and SafeDeposits Scotland) all got
management of private rented involved in the cause. They were
sector housing”. joined by partners and clients
including the NRLA, Inventory
The TDS Charitable Foundation Hive, ThinkEngine and Dawsons
published its 2021/22 Annual Estate agents.
Review which shows that the
Private Rented Sector has Together, we managed to smash
received over £800k in grants both the overall target of walking
from the charity since it was 7,337 miles.
launched.
TDS staff and colleagues
throughout the UK raised £4,675
for charity.
We invited partners and customers
from the PRS to join us in the
March in March walk to generate
much needed funds for Refuge, a
domestic violence charity.15 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
TEAMWORK
“KEEPING TOGETHER “OVER THE PAST BEST COMPANY TO WORK FOR TEAMING UP WITH
INDUSTY PARTNERS
IS PROGRESS. YEAR, WE’VE The Dispute Service and
WORKING TOGETHER FOCUSED HEAVILY SafeDeposits Scotland have been Collaboration has always been a
ranked No.3 in the UK’s Not-for- vital part of our mission at TDS
IS SUCCESS.” ON SUPPORTING Profit Companies to work for in to raise standards in the PRS.
– Henry Ford COLLEAGUES the Best Companies Awards 2021. We know we can’t do that alone
and by working together with
The teams at TDS have been DURING THE This year’s award recognised TDS others who share our values, we
outstanding during what has COVID-19 PANDEMIC, as an exceptional place to work can help to make our service and
been a challenging year for all in after assessing feedback from our industry better for all.
2020/21.
HELPING THEM TO staff at the well-known tenancy
COPE WITH REMOTE deposit protection organisation. Together, with our partners
The customer service team did below, we have helped to create
not stop providing support to
WORKING. WE ARE In addition to being ranked third tools, apps and educational
our customers. They suffered no INCREDIBLY PROUD in the Top 10 UK Not-for-Profits, content to make life easier for
downtime at all, despite working OF HOW WELL THEY TDS was also ranked in the Top 75 landlords, agents and tenants
remotely, where others in our Companies in the East of England during 2020/21.
industry did. This is testament HAVE ALL DONE and Top 100 Mid-Sized Companies
to their incredible resilience and IN SUCH UNUSUAL in the UK.
that of our organisation. While
they were pulling out all the stops AND CHALLENGING
to help our customers, we were CIRCUMSTANCES.”
doing all we could to support
– Steve Harriott
them in their work set-up.16 THE DISPUTE SERVICE | ANNUAL REVIEW 2020-2021
www.thedisputeservice.co.uk
deposits@tenancydepositscheme.com
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