Trusted Agent profile · Brighton
★★★★★
485 reviews across 1 platform
21 Pelham Street, Brighton, BN1 4FA
Touchstone CPS's office in Brighton, at 21 Pelham Street, is rated 3.3 out of 5 across 485 reviews on 1 platform.
Every review we hold for the Brighton office, from every platform, shown as written. First names only.
5/5
TrustpilotOur point of contact Alex Paradise is…
Our point of contact Alex Paradise is both thorough and professional. Queries are always responded to without delay and a 5 star service is always received. Absolutely no complaints.
Hi AydanThank you so much for taking the time to post your review and for your kind words about Alex and his professionalism, it’s wonderful to see. Best wishesTouchstone
1/5
TrustpilotDO NOT USE THIS COMPANY!!!!!
Absolutely awful company!! None responds to any emails, so many people have left and we only rented the property for 6 months and we had about 7 different agents and all don’t know what they are doing!!!Asked for our deposit back and they took away £400 for deep cleaning carpets which were awful when we moved in when I emailed asking to discuss this none bothered to reply or ring me back after so many phone calls and emails still no reply!! Got half our deposit back a month later!!! DO NOT USE THIS COMPANY!!!!
Hi BridgetWe are sorry that you are unhappy with the outcome of your recent tenancy check-out and deposit return. Finalising deposits can be a contentious time, but you should expect to be able to discuss any queries with the team, so please accept our apologies for this. We’ll understand if we don’t hear from you but if you have time, it would be useful if you could contact us at feedback@touchstoneresi.co.uk with details of your tenancy, so that we ascertain why your calls/emails weren’t answered and also why there was a delay in finalising your deposit return, so that we avoid this situation in future. If we do not hear from you again, please accept our best wishes to you in your new home. Kind regardsTouchstone
2/5
TrustpilotHealth and safety risks
-Disorganised and chaotic-They use stalling techniques for maintenance issues, then close issues on their system without actually resolving them- their properties are not quality inspected and rented out with significant health and safety risks- they don’t know or follow their own tenancy agreementsI have already complained to our property manager several times and nothing has improved.
Hello JennieThank you for your feedback, it is appreciated. Given your comments, we'd like to know more about what prompted your review. Please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot, providing details of your property and any outstanding issues for review, and a member of the team will be in contact with you.We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotExcellent Service
My personal experience with Touchstone as a tenant since more than 10 months is 'excellent'. I would like to thank & appreciate Coco Blunos for her extremely good customer service since last 10 months for us as a Customer Adviser/Property Manager. I found her very professional and helpful always when we reach her for a query or advise or issue. To share an instance, when I was reached Coco in absence of her colleagues during Easter regarding an issue due to sudden water leakage in my property from upstairs, she was very well managed & immediately within few minutes she was arranged maintenance personnel. The issue was fixed in couple/few hours. Her quick understanding & help is much appreciated.I wish Coco all the best & keep up the excellent service in future too.
Hi UmeshaThank you for sharing your experience with us, it's much appreciate.Thank you too for your glowing commendation of our ever-popular colleague, Coco. She is a gem and puts great customer service at the heart of everything she does! Best wishesTouchstone
1/5
TrustpilotDreadful company rented 105 Kestrel Way…
Dreadful company rented 105 Kestrel Way Perth already have a tenant but trying to take a £405 CLEANING BILL for a dreadful experience once you get past the weed and the mcdonalds papers the flat has had many tenants so the carpets were threadbare. The windows was smashed so anyone could have entered my flat after eight weeks had to leave this doss hole as it caused me mental health issues. Please contact the deposit company as sort my deposit out as you already have a tenant.
Hello TomWe are sorry that you felt the need to post a review following your leaving the property. Our colleagues are in contact with you direct on this, so we hope to bring the matter to a mutually agreeable conclusion at the soonest opportunity.Best wishes Touchstone
5/5
TrustpilotJust superb and awesome
Very Well Managed. All documentations were perfectly managed and always available for future reference as well through a nicely designed app.Pooja Shetty from touch stone was very helpful and reverted back quickly for all our queries and gave us lot of confidence. This was our first experience of renting in a new country and it could not have been to any better. Thanks a lot.
Hi MukundanWe appreciate you taking the time to recognise the great customer service our colleague Pooja provided to you recently, thank you. We’re pleased you found Pooja helpful and responsive when needed, she’ll be appreciate your feedback 😊. Thank you for your feedback on our App, we’re glad that you found this useful. Best wishes to you in your new home. Kind regardsTouchstone
5/5
TrustpilotGood experience with new tenancy agreement
Hannah was extremely helpful friendly and professional. She replied to all of our emails super quick. We are super happy with our experience with Touchstone so far.
Hi ZsofiaThank you for taking the time to review our service. We’re especially happy to see that your experience with us with the help of our colleague Hannah, was a positive one. Hannah is becoming a real favourite with our customers and will be very pleased to see your feedback. Best wishes.Touchstone
1/5
TrustpilotPoor response to security
Renting an apartment managed by Touchstone residential.Found that someone is repeatedly sleeping in the stairwell of my building as security doors compromised despite multiple complaints about entrance doors not being properly secured and left open. Also had £50 worth of mail stolen and my car broken into in the "secure carpark" earlier in the year due to the same problem.The only action that has been taken is an occasional email circulated to tenants asking them to close doors behind them, taking days or weeks to fix broken security doors and putting a poorly functioning hinge on the carpark security door, which fails to cause the door to lock.The person sleeping in the stairwell is smoking in the building and could have mental health problems and may be confrontational to any tenants that may encounter them on the stairs.This is a serious security and fire hazzard and I am very disappointed to not receive any contact from this company and no attempted to clean up the mess left behind by the man sleeping in this building.
Hi ChrisThank you for your review and for raising these important issues.We have reached out to you on another platform and invite you to contact us at feedback@touchstoneresi.co.uk, so that we can look into this matter for you. We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotHelen made the process feel very…
Helen made the process feel very painless, with her quick and helpful replies!
Hello LucyWe're so pleased to hear that you found our colleague Helen helpful during your recent interactions. We'll be sure to pass on your comments to Helen.Best wishes to you.Kind regardsTouchstone
1/5
TrustpilotLeft us without a fridge freezer for 2…
Left us without a fridge freezer for 2 months, let us get locked in the building for hours without sending a locksmith and upon move out tried to charge us £240 arrears that had already been resolved with Safe Deposit Scotland. Horrible company, slow responses and do not care about their tenants. Do not rent from them.
Hello JessWe apologise that the issue with your fridge was for an extended period; the team acted as quickly as they could to fix the issue, and when this later failed, a replacement was arranged for you.The team is not aware of an issue with the locks. We are sorry to hear this and assure you that had we been notified, this would have been rectified.The team has confirmed that the arrears issue was checked, and that you were notified that this was an error on our part; please accept our apologies for this. Should you have any remaining issues, please contact the team for support. Thank you.Kind regardsTouchstone
5/5
TrustpilotGood
Good, responsive and easy to get information (just moved in)
Hi Svetlana Thank you for your kind feedback about our service following your recent move-in; it's much appreciated. We will pass your lovely comments onto the team. Best wishes to you as you settle into your new home. Kind regards Touchstone
4/5
TrustpilotVery good communication and services
Very good communication via email or app, maintenance issues for tenants get sorted promptly and to a high standard. Professionally managed tenancy agreements. Happy with overall service provided.
Hi Emily Thank you for taking the time to provide your feedback; we really appreciate it. It's fantastic to hear that throughout the various stages, the team have hit the target. Best wishes; we hope that you enjoy your new space. Touchstone
2/5
TrustpilotNot satisfied with Touchstone and LetAlliance
We are meant to rent a new property let and maintained by touchstone but ever since we started doing the referecing procedure we are nowhere to improve or get close. Touchstone works with LetAlliance which do not fulfill their tasks - it's already 9 days in the loot and we haven't even got close to anything. I am currently paying extra for a hotel also a storage service as of this lack of incompitance.
Hello TomislavThank you for your review and feedback. We are sorry to see that you have experienced some delays during referencing. Unfortunately, the referencing process isn’t always as straightforward as we would all like and all parties must work together to get things over the line. If you are still experiencing delays, please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot, Referencing, with details of the relevant property and a colleague will be in contact with you.However, if matters are now in hand and you have your move-in date, we wish you well in your new home. Best wishesTouchstone
1/5
TrustpilotAVOID AT ALL COST! WORST CUSTOMER SERVICE EVER!
I have had several issue with leaks and maintainable that touchstone have ignored, their customer services is the worst ever, they don’t pick up the phone and they do not care about anything part from their rent. I cannot get into my flat because the door is faulty, it’s I have been locked outside since last night, called out of hours last night who didn’t bother contacting a locksmith, and this morning no one is picking up the phone. WORST COMPANY EVER! AVOID THEM AT ALL COSTS!
Hi JamesWe’re very sorry to see your post and apologise that our Out of Hours provider didn’t follow up on your call. So that we can help you with this, please could you contact us @feedback@touchstoneresi.co.uk using the Ref: Trustpilot, Locked Out, and a colleague will be in contact with you. We look forward to hearing from you.Kind regardsTouchstone
1/5
TrustpilotMoved into property 30th November 2022…
Moved into property 30th November 2022 and raised a number of issues around bath and shower. Not been addressed and had water leaking from kitchen ceiling for weeks and no one has come to sort. Cannot use bathroom or kitchen properly and turn water off for long periods. Repeated chasers and promises broken. Had to get the local authority involved to enforce repairs and seek compensation. Still not fixed as of end of March so 4 months! Your reply is dishonest too. No one has been in contact and you are sending someone tomorrow to quote for the work only!
Dear AndrewWe are very sorry that you felt the need to post your review and apologise for the delay in dealing with the bath/shower sealant and resultant leak. Since receiving your most recent email yesterday, our colleagues have been in touch with you and have arranged for a contractor to visit you today. We sincerely hope that the contractor can remedy the issue without further delay. Thank you for your patience. Kind regardsTouchstone
5/5
TrustpilotKaren was very helpful and assisted me…
Karen was very helpful and assisted me at every step.
Thank you for sharing your experience with us, Zakari. We're delighted to hear that our colleague, Karen, was able to assist you every step of the way during your recent move. She'll be delighted with your feedback, as are we 😊Best wishes for your new home.Kind regardsTouchstone
1/5
TrustpilotThis company is a joke!
This company is a joke!! Been telling them since way before Christmas that the roof needs fixing, after months of not getting anywhere I spoke to the council. This so called company then tell me a roofer will come have a look, they also told the roofer if it needed fixing to do the cheapest possible fix just to shut the tenants up!! (Very unprofessional) This company was informed a new roof was needed yet I’m still waiting. Also the gas boiler was due it’s check to which he condemned the boiler as it was broke and said the flue in the roof needs fixing (this was over 2 weeks ago) and according to this company that’s a lie we just need a new boiler but yet again I’m still waiting for one and it’s not exactly warm weather!!!
Hi CatherineThank you for your feedback. We are very sorry to see that you have been experiencing some difficulties with repairs recently, please could you contact us using the Ref: Trustpilot with details of your property and all outstanding matters, and a colleague will be in contact with you. Looking forward, please be assured that your review will be fed back to the management team.We look forward to hearing from you.Kind regardsTouchstone
1/5
TrustpilotIt was a great welcome package they…
It was a great welcome package they offered (sarcasm loading).
Hello Seba Thank you for your feedback. We are sorry to hear that you have been experiencing some difficulties with the property since moving in; that's not what we want for our customers. We are unable to locate your account from the information in your review without further details, so please could you email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - SS with details of your tenancy and all outstanding repairs, so that we can look into this further. We look forward to hearing from you and thank you for your patience while we work to resolve this matter. Kind regards Touchstone
1/5
TrustpilotEVIL LIARS - NO HEATING & HOT WATER FOR A YEAR
If I had one word to describe the people at this company it would be MONSTERS
Hello Aaron We appreciate your feedback. We're sorry to hear about your current situation and would like to investigate further; please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Heating, along with details of your tenancy and any ongoing issues, so that we can look into this matter and work with you to find a mutually agreeable solution. Thank you. We look forward to hearing from you. Kind regards Touchstone
1/5
TrustpilotI seldom take time out of my day to…
I seldom take time out of my day to write reviews of this nature (I consider it better to simply take my business elsewhere), but I'm posting this as a warning to others. Touchstone really are dreadful. If you're looking for a property and you find one purportedly managed by Touchstone, keep looking. They have shown total disinterest in a maintenance issue I'd flagged weeks ago (not so much as the courtesy of a response, despite my sending a follow-up request), and the common parts of the development are in an appalling condition. Today, our oven door exploded all over my wife's feet, leaving shards of glass embedded in her clothing. I called their maintenance line, and was told we'd have to wait until next week before anything is done. Our not having a means of cooking food is not, it would seem, a priority for Touchstone. Do yourself a favour and stay clear.
Hi GordonWe are sorry that you didn’t receive the response you were looking for from our Out of Hours service when you called. I understand that you are now in contact with our colleagues in the Edinburgh office and that a contractor has been arranged to visit you tomorrow.Please accept our apologies for any inconvenience caused.Kind regardsTouchstone
5/5
TrustpilotHannah was very patient and always…
Hannah was very patient and always responded to our emails in a timely manner. We appreciate all of her hard work and commitment to the process.
HelloThank you for leaving your 5 star rating and review of our colleague Hannah, she will be delighted to see it. It's always lovely to see such positive feedback from our customers about our colleagues, so thanks again.Best wishesTouchstone
1/5
TrustpilotAwful service
Awful service. Rented for 3 years. Moved in with the gas cut off so I had no heating or hot water for 3 days in Winter. Pre payment meters had been put in and had to put on £100 to get any credit as the last tenant had left it on debt. I had to arrange to get them changed. Internet connection had been removed I had to get them in to replace. No bins which I had to pay for to get and took me weeks to get the money back. Front door lock went and I was locked in. took a week for them to arrange to be changed so no safe access to the house. They removed a beautiful hedge and bush from the front garden without telling me they were doing it. They send threatening emails I.e. if you don’t allow access your will be in breach of contract. If you don’t get this done by this date etc etc. Gave notice in December 22 and had no acknowledgment of the email or accepting the notice period. The only way I found out they accepted was the estate agent calling for access for viewing 2 days before Christmas. They then expected me to hand them a key before I moved out to allow viewings. I had one email with a list of things I had to do including giving them all my utility account numbers and to put the utilities in their name eh no!!! That’s your job.Then charged me outrageous amounts from my deposit for defects. Like a mark on the wall. For not cutting the grass when we had rain all that week of moving out and ice the week before that. They Refuse to talk on the phone and will only email for audit trail but they don’t reply to this either. I am exhausted from the hassle they have given me so just want my money back. Again I have had to chase and still not received. They do not care about the people living there just the money. As soon as I gave notice they increased the rent by £300 a month. This property is not worth it. Avoid at all costs. Wish I had read the reviews before moving in. They seem to have lost the human touch.
Hi DebbieThank you for your feedback. Naturally we’re disappointed with your review, and as hard as it is to read, feedback from customers helps us to review our practices. Sometimes events don’t pan out as we’d like, so we are very sorry for any inconvenience caused due to the issues mentioned during your time with us. If your deposit return is yet to be returned, please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property, and a colleague will be in contact with you.If we do not hear from you, we send our best wishes to you in your new home and for the future.Kind regardsTouchstone
5/5
TrustpilotVery friendly team and professional
Very friendly team and professional, would highly recommend for renters to use touchstone / picture living. Kept upto date with issues and problems resolved straight away
Hi Mr Tilley We're delighted to read your review; thank you for sharing your experience with us. Our teams work hard to deliver the best possible service, and it’s great to hear that we met your expectations. We'll pass your kind comments onto the team; it'll make their day 😊 Kind regards Touchstone
1/5
Trustpilotavoid like the plague !!
avoid like the plague !!! unhelpful, rude, uninterested, lack of knowledge staff never willing to help aslong as you pay rent your rent and dont complain about anything your ok !!if you do however raise any issues such as maintenance you have more chance of extracting blood from a stone as they are completely unwilling to help in any way other than just give your a poor excuse and tell you they will chase this up but then when you do finally speak to someone they then continue to lie saying they have tried to call you multiple and via email when this is not the case at all. anyone reading this should strongly reconsider renting with these absolute cowboys
Hi LukeWe’re sorry that you’ve had a negative experience with us but thank you for your review and for bringing these issues to our attention. So that we can investigate further for you, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding issues, and a colleague will be in contact with you. We look forward to hearing from you.Kind regardsTouchstone
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Touchstone CPS's Brighton office has 485 reviews across 1 platform: 485 on Trustpilot (across the whole business).
Touchstone CPS Brighton is rated 3.3 out of 5 across all 485 reviews.
Touchstone CPS Brighton, 21 Pelham Street, Brighton, BN1 4FA.
