Every review we hold for the Brighton office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotExcellent service
Excellent service. Did not face any problems during my stay. If any assistance required they resolve it immediately. I would love to continue here unfortunately I did not find the family accommodation only for this reason I am moving. Overall service is outstanding
Shwetha · 25 June 2024
Agent replied · 24 August 2024
Hi ShwethaWe're delighted to hear that your stay with us went smoothly and that you the service provided by our team was outstanding. We've let them know.Thank you for sharing your experience with us, we really do appreciate it. Kind regardsTouchstone
★★★★★ 1/5
TrustpilotUnreasonable charge
I have lived in the property for 2 years, paying my rent on time and always keep the house clean. I tried my best to clean up everything when I moved out and their report also reflected the property is at good condition but the management company still charge me £200 cleaning fee as it’s not cleaned as hotel standards ! Ridiculous! Even you bought a thing after 2 years it won’t turn back to as new product!
SummerBoy · 10 February 2021
Agent replied · 11 June 2024
HiThank you for your feedback. I am sorry that you are unhappy with the charges made to your deposit return for cleaning following your recent move. We are advised of any charges by the independent inventory clerk and obtain quotes accordingly. Should you feel the need, please do not hesitate to contact us at feedback@touchstoneresi.co.uk. Best wishes in your new home. Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotRoof repair touchstones
I was moved over from places for people to touchstone last April we had a lot of trouble getting the roof replaced as promised two years ago as soon as we informed touchstone about the problems Alex mapps was on the ball and got this sorted we have now a new roof and look forward to the new kitchen. thanks again Alex your a credit to touchstone
Nigel · 16 October 2022
Agent replied · 11 June 2024
Hi NigelThank you so much for your wonderful review for our colleague, Alex Mapps, following your recent interactions arranging your roof replacement. Alex will be delighted that you have taken the time to provide such a wonderful review, so thanks again.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotIf I could give it a 0 I would
If I could give it a 0 I would. The application process for our flat took nearly 2 months as they did not communicate that they were missing information. Our move in date was pushed back by a whole month, however we were only informed last minute every time it was pushed back. I’m in the process of moving into a new flat as they have been non-responsive to my emails and have also made false accusations about myself and my living situation. I have lived here for 6 months with a window that has been damaged since I moved in, AND I was the only tenant in the building not given a key for the main entrance to the building - another issue I had raised that was not even responded to.
Tara · 8 July 2020
Agent replied · 11 June 2024
Hi TaraI am sorry that you felt the need to provide an online review regarding the issues raised and that you are now in the process of moving out.As I am sure you will appreciate, it would be inappropriate for me to publically comment any further on the issues raised. However, if you would like to discuss the matter further, please contact us using: feedback@touchstoneresi.co.uk. Moving forward, we hope that your impending move goes smoothly and wish you well in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotGreat Customer Approach! Our experience with Touchstone have…
Our experience with Touchstone have been excellent mainly because of their great approach to satisfy their clientele expectations with a knowledgeable and skilled team. They are ready and available almost immediately making them both, a professional and friendly group. We highly recommend their services.
A · 15 May 2024
Agent replied · 11 June 2024
HelloThank you for your glowing commendation of our service, it's appreciated. Thanks too for your kind words about our Team; we're pleased to hear that you find us professional yet friendly, the best of both worlds 😊.With kind regardsTouchstone
★★★★★ 1/5
TrustpilotThe worst renting experience I’ve had
The worst renting experience I’ve ever had. Our application took over a month and I was asked for a guarantor to guarantee my rent even though I paid my tenancy in full. We’ve lived here almost a year with broken windows, wires hanging from the ceiling and a broken shower. We now both pay a gym membership just so we can use the shower. The only time touchstone have ever done anything quickly was when they needed me to change my payments, which funnily enough, they sorted almost instantly. No response to any maintenance requests, except one electrician who turned up, told ya it was definitely broken and left again. Never heard anything since and that was 10 months ago. Do. Not. Rent. From. Touchstone. You will regret it.
Schtiff · 7 February 2020
Agent replied · 11 June 2024
Hi I am very sorry to see that you have been experiencing difficulties with our service. Please could I ask that you contact me direct: penny.graham@touchstoneresi.co.uk with details of your property and any outstanding repairs. I will be able to take the matter up with the relevant team.I look forward to hearing from you.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
Trustpilotfeedback
I am happy to provide feedback for your staff, Miss Coco. I lived in flat 4, 9 Riverview Garden. It was a fascinating experience working with Coco. She is very patient and a good listener. Whenever we approached her with a problem, she always responded quickly and provided a solution. I appreciate your hard work, coco. She has a bright future ahead of her.
SANTHIYA · 19 November 2022
Agent replied · 11 June 2024
Hi SanthiyaWow! What a glowing commendation for our colleague, Coco.Coco works hard to keep customers updated in a friendly yet professional way, so she will be delighted to read your feedback.Thank you for sharing your experience with us, we really appreciate it.Best wishes to you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotA job well done! 👍
I reported that our ceiling is leaking from a water leak from the flat above us and it was acted promptly by Alex Paradise and the whole team, preventing further damage. He even offered to repair the water marks left on the ceiling. Kudos to you guys 👍👍
Joan · 31 January 2024
Agent replied · 11 June 2024
Hi JoanThank you for sharing your experience with us, we really appreciate it. We’re delighted to see that you found Alex and the team helpful when dealing with the recent leak into your flat. It’s always great to pass on such wonderful feedback to the Team, it’ll make their day! Best wishes.Touchstone
★★★★★ 5/5
TrustpilotEasy Process
My tenancy progression and referencing was carried out by Kian Ascott who was excellent. This stage for any new let can typically involve a fair amount of anxiety but Kian's quick responses and clear instruction made the process feel very easy.
Euan · 11 June 2024
Agent replied · 13 June 2024
Hi EuanThank you for sharing your experience with us. Thank you also for your wonderful feedback on our colleague, Kian; it's always nice to hear such positive things things about our colleagues. We're pleased Kian helped make your recent move go smoothly. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotDisingenuous charges when leaving the property
They've tried to charge us for the removal of a pole that is used to open the loft, left in one of the bedrooms by the landlord and some rust on an aged panel in the bathroom, which is so ridiculous it's almost funny that some people say this with a straight face.
Claud · 29 September 2023
Agent replied · 11 June 2024
Hello ClaudWe are sorry that you are unhappy with the outcome of your recent tenancy check-out. Finalising deposits is rarely easy as it can be a highly emotive subject. If this matter is still outstanding, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Deposit and a member of the team will be in contact with you. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotVery happy
Very happy, especially the professional advice from Pooja Shetty. I called her 3 times and she helped me in all the moments. Even after the moment we moved in, she helped me with the parking questions. We are really happy with her attention.
Antonio · 29 April 2024
Agent replied · 11 June 2024
Hi AntonioWe appreciate you sharing your experience with us, and thank you for your kind words about our colleague, Pooja. We are pleased to hear that Pooja was able to assist you whenever called upon. We’ll be sure to pass your review on to Pooja, she’ll be delighted with your feedback. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHelp is always there.
My experience with the touchstone London team has been good, great communication and advice from Dean with repairs quickly resolved. I am truly grateful to know help is there when needed.
Chloe · 14 November 2024
Agent replied · 24 December 2024
Thank you for sharing your experience with us, Chloe. It's much appreciated.It's great to hear that you feel supported by our team. And that Dean, in particular, keeps you updated while repairs are ongoing. We'll be sure to pass on your kind words to Dean and the Team.Best wishesTouchstone
★★★★★ 1/5
TrustpilotWorst estate agent ever
take months to do a repair and even then they tell contractors to do the cheapest repair possible, I waited 18 months to have a water leak in the property repaired, they even ignored a pending court action from united utilities, a complete joke of a so called estate agent , don't go anywhere them
Alan · 25 July 2023
Agent replied · 11 June 2024
Hello AlanWe're sorry to see that you have encountered some difficulties during your time with us but thank you for bringing these matters to our attention. We appreciate that you’ve probably already been in contact with us about this but if you still need assistance with the points raised or if you’d like to raise anything further with us, please email us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding matters. Thank you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotExtremely helpful
Tony and his colleague very extremely professional and friendly. Did not know earlier that I can report this way and will get it sorted really soon. I am very happy with the service.
Nimra · 10 October 2024
Agent replied · 22 October 2024
Hi NimraThanks for sharing your recent experience with us; it's appreciated. We're delighted to hear that Tony and the team were able to assist you.Best wishesTouchstone
★★★★★ 5/5
TrustpilotAlex is polite
Alex is polite, friendly and prompt. He keeps you updated with relevant information as soon as it is available.
Dwight · 11 April 2022
Agent replied · 11 June 2024
Hi DwightThank you for providing our service with a 5* review, it’s much appreciated. We’re pleased that you’ve had a positive experience with Touchstone thanks to your property manager, Alex. We’ll make sure that Alex receives this well-deserved feedback. Thanks again. Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotWaste of space of a company!!!
Waste of space of a company.. emailed several times to raise issues, but have not yet gotten a response, been well over a month ago now and still nothing has been done. The property manager is a jobs worth!! I will be taking this higher to a response and have the issues resolved! Because touchstone have no interest in their customers.
Consumer · 10 December 2022
Agent replied · 11 June 2024
Dear ConsumerWe are very sorry to see that you have had to post a further review as things do not appear to be moving forward for you.If you have not already done so, please could we ask that you contact us direct at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Consumer with details of all outstanding matters, so that we can move this forward for you. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotAll things were good
All things were good Specially Tony and karen they were amazing staff I have ever seen they responded to my questions so fast so I felt that I have the appreciation and respect Thank you all
Ibrahim · 25 June 2024
Agent replied · 24 August 2024
Hi IbrahimThank you for taking the time to share your experience with us, we really appreciate it.We're delighted to see that Tony & Karen have dealt with any queries for you promptly and professionally. We've let them know. Thank you.Best wishesTouchstone
★★★★★ 1/5
TrustpilotEmpty promises
While quick to offer a public reply to my previous review here (Be Warned) with a promise to contact me, here we are again. Not a whisper from anyone at Touchstone since I forwarded the requested info, despite them having every possible piece of contact info on their system. Utterly inept.
Pip · 19 July 2023
Agent replied · 11 June 2024
Hi Pip We are very sorry you didn’t receive a further response; you will receive an email from the team before the end of the week.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotRude and ignorant don't get back to you…
Rude and ignorant don't get back to you the system is so broken need advocacy support I sent email compaint no response rude rude rude
M · 3 December 2024
Agent replied · 24 December 2024
HelloThank you for your feedback. We are very sorry to hear that you have had difficulty contacting us and that you did not receive a response to your email complaint; please accept our apologies. Please email feedback@touchstoneresi.co.uk using the ref: Trustpilot - Complaint, together with details of your tenancy and any ongoing issues, so that we can look into this further for you. Once we have received this information, we will be able to assess the situation and respond to you personally.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotBrilliant service!
I'm very happy with the service that has been provided. The staff have been very approachable and helpful in ensuring the booking went smoothly. Thank you for this!
Dabeet · 24 September 2024
Agent replied · 22 October 2024
Hi DabeetThank you for taking the time to share your experience with us; we're delighted that you're happy with our services! It's great to hear from our customers that they find our colleagues helpful and approachable; thank you. Best wishes in settling into your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotNo urgency
Locked out of my house in the cold for the second time in a month. Been waiting 45 minutes for someone to call me back after leaving 3 messages. Still no contact. Hope someone sees this immediately and calls me back.
Matt · 11 January 2024
Agent replied · 11 June 2024
Hello MattWe are very sorry to see that you've been locked out of your property. If you haven't already spoken with a member of the team, please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Locked Out for further assistance.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThis company is just wonderful
This company is just wonderful, everything was well organized and the move was fast and on the prescribed dates. It was easy
Tendai · 11 December 2024
Agent replied · 24 December 2024
Hi TendaiThank you for taking the time to share your experience with us; it's much appreciated. We're delighted to hear that you found our processes easy and well organised, we'll be sure to pass on your kind words to the team 😊.Best wishes to you in your new home and for the Christmas holidays.Touchstone
★★★★★ 1/5
TrustpilotOnly problems
It's verry hard to communicate with any of workers. For fixing the problem seems like a forever wait. Thins like no heating in the house should be a priority especially when thers a child in the house yet it took over 2 weeks to get someone to fix the problem and not much support from anyone as you can't even speak to real person the phone!
Dominika · 30 April 2021
Agent replied · 11 June 2024
Hi DominikaThank your for reaching out. I am sorry that you have been experiencing some difficulties contacting us recently. Please could you contact us at feedback@touchstoneresi.co.uk with details of your property and any outstanding issues, and we'll look into this for you. We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotNo one picks up phone or replies email…
No one picks up phone or replies email once we have signed the tenancy contract.Update: Got the responses I needed to sort out my issue after sending a feedback email. Thanks for that :) but would be great if things can be sorted normally without any complaints in the future (I have been patient for 5 months before complaining)
Krist · 26 May 2022
Agent replied · 11 June 2024
Update: Hi Krist. We're pleased that the issue has been been resolved for you. Thank you for taking the time to update your review, we really appreciate it. --------------------------------------------------------------------------------------------Hi KristThank you for reaching out to us. We are very sorry that you have been experiencing some difficulty contacting us recently.Please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and how we can help, and a colleague will be in contact with you.We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
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.
