Touchstone CPS reviews

★★★★★ 5/5

Trustpilot

My 1st Home in UK

Derwent Living city hospital has truly been a big help with me especially when I needed a place to live in as soon as I can due to unforeseen circumstances, Karen was very responsive and understanding. Tony as well has managed and made living in Derwent feel safe. He was very supportive and responsive with concerns; 4 thumbs up. Cleaners were a big help specially on busy days and with 4 of us sharing the flat, they have kept our hallways and kitchen clean. Thank you Derwent for letting me stay there comfortably for nearly 3 years.

Joan · 2 September 2026

★★★★★ 5/5

Trustpilot

Fecilty and Scarlett

Fecility has been absolutly amazing. She is warm, welcoming, approachable, friendly all while being professional. Nothing was too much trouble. This is the first time we've rented through an agency (has always rented via the landlord themselves) and she made the process so easy and I didn't feel like I was being judged when I asked basic questions. At some points I felt like I was talking to my best friend rather and a professional. To build a rapport on that level with someone over the telephone without meeting them requires alot of customer service skills. After we moved in I noticed there was alot of pet hair which wasn't cleaned (I am allergic to certain animals). After informing Fecility she very quickly made arrangements with Scarlett to get the carpets cleaned as soon as possible. Scarlett has also been fabulous too! Scarlette was also warm and friendly and she encouaraged me to save her number in case I need her for future repairs/maintence.

Ann · 2 June 2026

★★★★★ 5/5

Trustpilot

Lucas - Great PM!

I'm singling Lucas out for this review. Ever since he took over the portfolio management from his predecessor Dean we've had a marked change in service. Lucas is a great PM who went above and beyond to sort out our recent oven change at our flat. He was sensitive to our concerns, patient and brought in fantastic contractors who were also extremely conscientious and thorough. Top job.

Alex · 28 May 2026

★★★★★ 5/5

Trustpilot

Touchstone made the whole process quick…

Touchstone made the whole process quick and easy. Emily Green was very efficient and responded very quickly to any queries we had regarding the processes. She helped to confirm payments had been made and was overall a very pleasant person to deal with making the experience of moving into our first flat very enjoyable.

Sophie · 21 August 2026

★★★★★ 1/5

Trustpilot

Agent is unresponsive to our concerns…

Agent is unresponsive to our concerns raised in our apartment. I will definitely avoid them in the future. It's been hell of a journey since my family moved into their apartment. My son had serious episode that landed him in emergency due to the mould in the house.

Adedamola · 7 August 2026

★★★★★ 5/5

Trustpilot

Maintenance and property manager

Ian is our property manager and maintenance man, he’s so so good at his job. He’s always really patient and gets things sorted for us as soon as he’s notified. We’ve never experienced such a proactive maintenance department and we’re always really grateful. He’s the best!

Connie · 19 August 2026

★★★★★ 1/5

Trustpilot

I’m at my wits end with this company

I’m at my wits end with this company, they took over the management of a property I was renting less than 2 weeks before my tenancy ended. I have spent the past 2 weeks trying to contact them regarding my deposit being returned and they have ignored all but one email where I had cc’d in the company that own the property, they said they would get back to me the next morning. That was 5 days ago…

Sophie · 9 December 2025

★★★★★ 5/5

Trustpilot

End-Of-Tenancy Communications

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.

Walaa · 10 March 2026

★★★★★ 1/5

Trustpilot

Stay away... do not use.

I am not one to complain but this experience has been disappointing. This company are constantly chasing their tail and are a few steps behind on every issue. The service is delayed, emails are not responded to and the company is disorganised - bet they are more responsive on here compared to my emails. I have no idea what is causing this issue but it has been going on for a while and when speaking to other tenants they share the same frustration and often share their experience unprompted. Some agreed maintenance issues were not addressed even although there was written confirmation of these being completed, I didn't have keys for the property on the move in date, the parking access has been a complete nightmare and they have been unresponsive on reimbursement.

Lucas · 3 September 2026

★★★★★ 1/5

Trustpilot

Horrendous company moved a disruptive…

Horrendous company moved a disruptive neighbour in below me and did absolutely nothing about the constant abuse and threats from the neighbour even my other neighbours got in touch about the situation and nothing was done, I emailed Nigel about all of this I sent him videos and pictures of all the evidence but nothing came of it I emailed your health and wellbeing support and never received even one reply I had to move overnight because of the constant threats and I’m out of pocket because I had to Pay more rent and another deposit plus a van rental, and now you’re company is trying to take almost half my deposit off me!! To paint a wall!! I’m in touch with citizens advice and my local MP and I’m also going to the newspapers so when you send me a survey asking about my experience I have never been treated like this before in my life I am a partially sighted person and also physically disabled and this is how you treat your tenants absolutely disgusting!

Bruce · 3 September 2026

★★★★★ 1/5

Trustpilot

Total let down

Nothing that should have been done before we moved in was done. The house was dirty, and the garden a mess. Every wall in the house was marked. The shower should have been installed before we moved in, but it wasn't. Poor communication, promised calls or emails that don't arrive. Dishwasher not working and dirty, fridge keeps turning itself off, bed dumped in passageway, broken security chain among other things. In Lloyds livings own words; We will take reasonable steps to make sure the gas and electrical appliances, and other similar mechanical

Melanie · 11 August 2026

★★★★★ 1/5

Trustpilot

Zero communication, zero repairs

It has been more than two months that I have been waiting for repairs on my washing machine. After 10+ emails and phone calls I still have had no communication from Touchstone at all, other than "someone will call you back" - they never do. More often than not, the lifts in the building are out of order, this leaves me (a disabled man) having to navigate three stories of stairs with a walking stick and a load of washing to take to the laundrette or a friends house to clean my clothes and bedding.

W · 2 August 2026

★★★★★ 5/5

Trustpilot

Fantastic customer service

Fantastic customer service. Emily Green was really great at guiding us along the way, despite some of the challenges we faced. Thanks so much Emily!

William · 4 August 2026

★★★★★ 1/5

Trustpilot

James close flat 13 and 59 (Derby)

My husband and I saw property flat 13 James close (derby) on the market. We went through all the processes and made the payment. Now let me know why two days for us to get hold of the key, we get an email that there's a problem in the flat and so we should temporarily stay in flat 59. It's been two weeks of us being in flat 59..no timeline from the team (Annabelle and Lydia). They keep telling us they can't give a timeline. If this is not bait to get flat 59 occupied, then then what is it? Why put a property out there if it is not ready for human settlement? Why take all those monies if you haven't done your checks?Why even wait for us to make full payment before comimg to tell us something different? It's extremely horrible and we demand that the right thing should be done or our monies given to us so we can get something better! You can't go about keeping people waiting. It's high time you all do the right thing! We can't fully settle in flat 59 because we don't know when we will be asked to move to flat 13. All our luggage are left unpacked. We demand answers!

Susana · 4 June 2026

★★★★★ 5/5

Trustpilot

Exceptional and Proactive Support from Dean Williams

In my 6 years of renting in the UK, Dean Williams is easily the best Maintenance Controller I’ve encountered, always proactive and efficient!

Jiachen · 10 August 2026

★★★★★ 5/5

Trustpilot

Great team ⭐️

I had such a good experience with the team during my tenancy. My tenancy was soo comfortable and easy going because of them. Annabelle, Charlie, Emily were all soo prompt and helpful. Much appreciated!!

Srishti · 10 May 2026

★★★★★ 5/5

Trustpilot

Tony is an excellent estate technical…

Tony is an excellent estate technical manager. Responds to all emails and queries quickly. Also keeps us posted with any updates in the buildings. It has been a lovely place to stay whilst working in QMC.

Sara · 23 April 2026

★★★★★ 1/5

Trustpilot

Avoid this poor excuse of a company as…

Avoid this poor excuse of a company as they will just ignore you and refuse to do what you paid for. Sent a email on 28/04/26 due to an increase in cost of gardening yet no work has been conducted for a long time and everything is overgrown and becoming unsafe. My young child had been hurt due to the nettles encroaching well onto the path. They ignored that email so sent another in the 11/05/26 following up and also attached some photos to show how bad it was. Again as of the 18/05/26 they have still failed to reply and ignored me. This isn't the first time so will be sending another email informing them I will be withholding payment until they actually respond and complete the work we are paying for. If they want to take it to court more than willing but let's see if they will act like adults instead of little kids.

Jmas · 18 May 2026

★★★★★ 5/5

Trustpilot

I’m very happy with the support I have…

I’m very happy with the support I have received from Lewis Small . He is highly professional, responsive, and always quick to deal with any questions or requests from landlords. Whenever an issue comes up, he responds promptly and works efficiently to find a solution. I really appreciate his communication, reliability, and proactive approach. Excellent service and a real pleasure to deal with.

Vadym · 2 September 2026

★★★★★ 2/5

Trustpilot

Won't respond to any communication

Were okay during my tenancy in the newly built Foundry in Glasgow. A few teething issues with the new property such as swapped meters, incorrect intercom allocations, poor building work and issues with waste management. Sadly once I left the property they ceased all contact with me regarding return of my security deposit and I have still been unable to receive a response from touchstone one month on from ending my tenancy, with still no sign of my deposit to be returned. Dissappointed overall with their management.

Anya · 6 May 2026

★★★★★ 1/5

Trustpilot

I rarely write the review especially…

I rarely write the review especially for bad experience but I would like to raise awareness. My experience with Touchstone agency is the worst experience though Mr Tony Lewis is very helpful. The ladies especially one of the ladies you will have contact is not helpful for the customers. It is not a smooth process at all to liaise with this agency. I will ask people to think twice to be your agent in case you need a property in Nottingham.

Jagadish · 3 December 2024

★★★★★ 1/5

Trustpilot

On move in there were over 20 issues…

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.

Harry · 10 April 2026

★★★★★ 1/5

Trustpilot

Helpless old people who rent a house from Touchstone but now ask for help

Last Monday, We have reported a leaking from the socket of the house ( Bees Drive at Lawrence Weston), which we rent from Touchstone, we had only received one response from the staff on that day, then one contractor came to check on Tuesday, stayed a few minutes and left without message for further actions. When the situation of the leaking get worse, we reported to Touchstone again on 8 Nov, but no response, then we tried to contact Touchstone again on 10 Nov, still no response. On 12 Nov, we received one phone call and sms said that a contractor would come to fix the problem in Wednesday, yesterday. We wait at home the whole day but nobody came, no phone call or message. There is no heating and hot water in my house since last Tuesday. We are family of two old people with two dogs. Now seems nobody will help us even we paid the rent via standing order every month, the management company, Touchstone and their staffs have not carryout their jobs but only get money from their tenants. Can someone tell me what I can do now ?PS. One of their staffs just promised helping to solve the issue, hope this time is real, not just entertain me. Update on 15 Nov: another contractor came today, resume the hot water supply, but the main maintenance is now delayed to 21 Nov, no heating during the very cold days next week, at least. Update on 19 Nov, the cold and snow day:Anyway, it's good seeing Touchstone replied, let's see whether the company will keep their words.Update on 21 Nov, firstly I need to thank Trustpilot, this platform has really helped my family to overcome the worst days. Two contractors had come yesterday noon, they carried out the job until 4:30pm, finally the leaking problem is fixed. Just in time to meet the earlier cold days this year. Anyway, I also need to thank those Touchstone's staffs and contractors who had helped us to resume heating and hot water supply in the house.

Simon · 21 November 2024

★★★★★ 1/5

Trustpilot

ABYSMAL SERVICE PROVIDER

The virtue called Trust is earned not deserved. My dealings with Touchstone have been the worst I have experienced in Apartment Rent since stepping into the UK. You are walking with Martins &Co who showed your property to me, all my confidential details were forwarded to them after weeks of waiting for an outcome. A congratulatory message was sent to me that I got the said property. Joyously, I reached out for a convenient time to come in and make the necessary payments. Only to be embarrassed and treated like a nobody with Martins & Co referring me to Touchstone to inform me that the property had been given to another person due to a miscommunication between the two companies. without considering the prospective client. This is abysmal and unprofessional. It gives the impression that my background was not good enough for me to have been robbed in the mold in such a disrespectful manner. Why engage other companies if there are no synergies between them?

Alozie · 21 November 2024