Touchstone CPS Omdömen 627

On move in there were over 20 issues with the property. Comprising from small things like damage not listed on the inventory up to the front pedestrian window not locking meaning the house was not secure. I contacted their out of hours team about this and they said that it wasn't an emergency. Even though I sent a video of me climbing through the window to show it wasn't secure and was large enough for 2 people to get through. I then was quoted a week waiting to get this issue repaired. Again, the issue being a window that is on pedestrian (street) level not locking at all.

Awful company. Don’t use. Avoid! Paid the £100 referencing fee..Failed referencing and still waiting on my refund. It’s been 6 weeks. Numerous emails and calls and still nothing. The guy who dealt with this was Max at the bath branch. Useless.
He Even ignored my calls when tried ringing but surprise surprise when I rang off a different phone number he picked up!
Go elsewhere they arnt interested unless it’s in their favour.

I'm a owner occupier in a coplex of 56 flats of which only a few are privately owned the majority are rented , Touchstone are the managing agents and are with out doubt the worst managing agents I've had in the 25 years I've lived there , they are terrible , those who rent are often left without cookers , without heating , without toilets and showers . Do NOT have anything to do with property Managed by Touchstone.

Dean Williams is exceptional - he is the most proactive and friendly letting agent who genuinely cares about our comfort and wellbeing. I couldn't speak more highly!

I had an ongoing heating issue with my building which had left me without heating for the winter period. This as you can imagine was incredibly frustrating and the ongoing nature felt very discouraging. This was resolved eventually within the powers that Touchstone had to intervene. I would like to highlight and commend Madeline Bardell. She assisted with a responsiveness and professionalism which I consider to be invaluable. She ensured I had temporary heaters to get through the winter months and aided in arranging adequate compensation. Her communication and support made a difficult ordeal much easier to manage. Commendations to her and to the the team that worked to resolve this.

Really good organisation brilliant communication, I am a strong believer of the fact that it is near enough impossible to get perfection things will go wrong like a few of the snags with the new property but it is how things are dealt with when they do go wrong and between Ruby and Anna the imperfections have been dealt with perfectly. Thank you so much for your help.

Lucas from the Touchstone team is my main contact whenever I need support or help as a tenant.

He is always responsive, efficient and proactive. He cares and understands my needs.

This applies to general inquiries and also to fixes and repairs.

All in all, I feel I am very well supported and taken care of by Touchstone.

Felicity has been absolutely fantastic in helping us through the end-of-tenancy process and liaising with management on our behalf. She was always available, responded quickly, and kept us consistently updated, which really helped ease our nerves and made the entire process much smoother. It genuinely felt like she was looking out for our best interests — something that is not always common with letting agencies.

Thank you, Felicity. It was truly a pleasure working with you.

Terrible experience with this company, have to email them several times to ever get a response. Very poor customer service.

We had some issues with our rent account not updating but felicity quickly fixed the problem with perfect communications as to when they were completed. Felicity was amazing in helping ease my worries.
Very friendly, straightforward and quick with responses.
Felicity was also amazing on providing a reference that we required immediate attention to, despite having such a heavy workload. Thank you again Felicity!! 10/10 across the board to you

I need to give a massive shoutout to Felicity who has been our saving grace for the past 2 days!!

Despite reaching out to Touchstone over a month ago regarding an issue we received no answer until we called and got Felicity. Something we have been waiting to get an answer for a month was solved in a day and a half by her!

Even with the urgent request we had, Felicity managed to sort everything out for us and remained kind, helpful and so responsive!

We have been here nearly 5 years and this has been the best experience we’ve had - wishing everything amazing your way Felicity!! Thank you

I am extremely disappointed with the lack of professionalism and basic communication from Touchstone. I have submitted formal reports, including photographs, regarding a property they manage, yet I have received zero acknowledgment or action for several months.

​Their negligence is now causing significant distress to the local community. The property they are responsible for has:

​Serious Structural Risks: A boundary wall is in severe disrepair and dangerously unstable, posing a collapse risk to my garden.

​Public Health Concerns: The garden is overgrown and filled with rubbish, leading to rat infestations affecting multiple neighbours.

​Persistent Antisocial Behaviour: Ongoing drug-related activity and overpowering odours from the property.

​Impact on Vulnerable Residents: These issues mean my 5-year-old autistic, non-verbal son cannot safely use our garden. Furthermore, a collapsed fence has left an elderly neighbour’s garden exposed, creating a serious safeguarding issue that Touchstone has been notified of multiple times by telephone and email not just by myself.

​As a management company, Touchstone has a legal and ethical duty to maintain their properties and respond to urgent safety concerns. Their "wall of silence" is unacceptable. I have now been forced to escalate this matter to the local council.

​If you are a landlord considering using this company, be aware that they appear to ignore serious property maintenance and tenant issues until legal intervention is required.

Good, responsive and easy to get information (just moved in)

I have lived my property around 3 months now and despite a few teething issues I have had some amazing support.
It is extremely difficult to get anyone on the phone but email isnt too bad.
The main person in charge of my property, Felicity, is very keen to do the best by the tenants and this does come across when I have had interactions with her.
I've not bad any issues getting repairs sorted, it all moves pretty quickly once I report on the app.
The app used by touchstone could be better, would be could to be able to view my rent account so I know where I am rent wise.
Overall, im pretty happy so far!

Since moving into my new beautiful new home I have had the best experience with these guys. Everything went smoothly and very professional. Thank you.

From inquiry to holding deposit, to reference check and collecting the keys to my new apartment, everything took 2 weeks roughly and I must say that I’m impressed by the team at Touchstone. I couldn’t figure out the electric shower and by Monday, I got a call from the electrician saying he would come next day which he did. He came and we realized that it wasn’t even faulty, I just wasn’t able to figure it out. I’m happy to know that if I do have any issue that needs solving it would be looked into ASAP. I’m enjoying my new apartment, thank you Touchstone, hoping our relationship continues to be amicable.

It was a great welcome package they offered (sarcasm loading).

First of all, we got astonished by the lack of cleaning into the new house. There were stains in the sink, stains of windows, spider webs everywhere on the walls.

Besides this, the cleek doing the inventory has reported the fact that the shower is not heating up the water properly, and this is where the second nightmare started....

Communication.... The problem was reported on Thursday, 05 Feb, and until now there was no plumber to fix it.

I ans my family are staying with no shower for almost a week.

I will keep on putting bad reviews every day until this os getting fixed

The absolute worst company...could do the initial inventory walk round together they made it separate... moved in with issues reported in the inventory and ourselves and nothing has been done, leaks everywhere, mould in multiple rooms, reporting app not working and after at least 15 emails and more calls with unfulfilled callback promises the problems persist... 5 months of mould and no cares for the law.. 3 times promised workmen which never turn up and zero communications... avoid at all costs to this corrupt company.. all that rent money and barely a livable home.

I received immediate help in a very crisis situation

Extremely poor communication and mishandling of holding deposit

I had a very stressful and disappointing experience with this letting process.

From the outset, I was completely transparent about my income and personal circumstances. Despite this, my application was progressed for over two weeks while I was repeatedly told it was “being reviewed,” only to later be informed that my income structure would not be accepted under the landlord’s criteria. During this time I was given inconsistent and contradictory information about the status of my application, including whether it was with the landlord, with referencing, or awaiting decisions that never materialised.

I asked multiple times for clear timeframes and decision deadlines due to the urgency of my situation, but these requests were not acted upon. Instead, the process continued without clarity, which prolonged uncertainty unnecessarily.

My holding deposit was taken on 9 January. The 15-day statutory deadline passed without a tenancy agreement being entered into and without any agreed extension. I later requested the deposit back, was told it would be returned within 5–7 working days, and that timeframe also passed without payment. Further emails stated the refund had been “requested from accounts,” but no confirmation of payment or proof of transaction was provided. As of today, I still do not have my holding deposit back.

Overall, the experience was characterised by poor communication, missed deadlines, shifting explanations, and a lack of accountability. This added significant stress to what was already an urgent housing situation.