#NewsStory: TDS focuses on technology and customer service with new senior appointments

#NewsStory: TDS focuses on technology and customer service with new senior appointments

The double-hire is a statement of intent from TDS, as the scheme continues to invest in developing customer services through its digital offering and operational excellence.

The majority of TDS’ business operations – registering deposits, adjudication and releasing deposits – is now done online, so it’s important that the digital offering keeps pace with unrelenting technical advances.

TDS has recently been re-accredited with the Government award in Customer Service Excellence – a scheme set up by the Cabinet Office which tests customer service delivery, timeliness, information, professionalism and staff attitude.

Introducing… François Josserand

Francois Josserand

François joins TDS from the Royal Institute of British Architects (RIBA) and brings 18 years’ experience of board-level strategic and operational change. François has worked in the private, public and not-for-profit sectors and has a background in business and digital transformation.

François said: “As more agents, landlords and tenants access our digital solutions, it’s crucial that we constantly improve on our delivery.

“TDS is at a key point in its development and we are strengthening our technology offering to the private rented sector. As CTO, I will lead our technology teams to both shape and deliver the digital transformation of all aspects of the business.

“I’m thrilled to join TDS at such an exciting time for the future of the company. Our members are at the heart of everything we do and I’m looking forward to working with Louise and the rest of the organisation to deliver our digital transformation.”

Introducing… Louise Walton

Louise Walton

 

Louise Walton brings 35 years’ experience with her to TDS. She has a wealth of  knowledge in customer service experience, leading transformational customer change, developing teams and creating centres of excellence. She now takes up her full-time position looking after both the TDS Insured and TDS Custodial Operational Teams.

Louise said: “TDS is now very much a digital company but with a personal and accessible touch – an ethos which can only be realised through technological and customer service excellence.

“Ultimately, we aim for our online systems – such as deposit registration, requesting your deposit back or submitting dispute evidence – to be as user-friendly as possible.  I will be working closely with François and his team to continue to improve the customer journey.  We will be liaising directly with our members to find out what changes we can implement to help make deposit protection as straightforward and customer-centric as possible.”

About TDS:

Tenancy Deposit Scheme (TDS) is a government-approved scheme for the protection of tenancy deposits; TDS offers both Insured and Custodial protection and also provides fair adjudication for disputes that arise over the tenancy deposits that we protect.

We provide invaluable training in tenancy deposit protection and disputes for agents and landlords through the TDS Academy as well as joining with MOL to provide the Technical Award in Residential Tenancy Deposits.

TDS Insured Scheme: where a TDS member can hold the tenancy deposits as stakeholder during the term of the tenancy.

TDS Custodial Scheme: where TDS hold the deposit for the duration of the tenancy.

TDS Academy: TDS provides property professionals with invaluable training in tenancy deposit protection and tenancy deposit disputes.

TDS Northern Ireland: TDS is Northern Ireland's leading and only not for profit tenancy deposit protection scheme.

TDS can only comment on the process for our scheme, other deposit protection schemes may have a different process/require different steps. Content is correct at the time of writing.

These views are those of the author alone and do not necessarily reflect the view of TDS, its officers and employees.

3rd August 2018

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#NewsStory: High quality service recognised - TDS retains BSI accreditation

The Dispute Service Ltd, the Government-appointed administrators for the Tenancy Deposit Scheme (TDS), which includes the Insured and Custodial schemes, have once again retained their Certificate of Registration for Customer Satisfaction Management under ISO 10002.

28th November 2018