Touchstone CPS reviews

★★★★★ 1/5

Trustpilot

I'm a owner occupier in a coplex of 56…

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.

Dennis · 29 March 2026

★★★★★ 4/5

Trustpilot

Great Work, Great Response

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.

Kwame · 19 March 2026

★★★★★ 5/5

Trustpilot

Account problem and referencing

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.

Anna · 26 February 2026

★★★★★ 5/5

Trustpilot

Excellent service

Excellent service, very proactive and professional. Dolly was amazing!

Ramy · 17 August 2026

★★★★★ 1/5

Trustpilot

Restructure is heavily underway,

Mark · 17 September 2026

★★★★★ 5/5

Trustpilot

Thanks for the past 8 years!

I have been renting a flat with touchstone for 8 years and the whole time they have been amazing! Every problem with an electrodomestic or any issue with the flat they were happy to send someone next day and sort it out very quick, but when it came the time to leave the property they have been very flexible adapting to my schedule and respecting my leaving date even tho it was a Sunday. The check out was also carried out very professionally. We will always recommend touchstone to anyone. Special mention to Pooja Shetty who since the beginning has been a star and has helped us everytime we have needed it. I could never thank you enough. Felicity and Alana were also amazing 🙂

Victoria · 23 August 2024

★★★★★ 5/5

Trustpilot

Dean Williams is exceptional

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!

Ali · 25 March 2026

★★★★★ 5/5

Trustpilot

Very Helpful Manager

It was my very first time to get a place since I used to live in the student accommodation. I had nothing to do with renting a place so that I was in a chaos all the time. But Hudson the staff who was in charge of my tenancy helped me a lot. Including the detailed explanation in every single process, Hudson has been replying every email that I sent so kindly and warmly. Without Hudson, I barely think I could make it. Thank you for the kind help with me.

와일드핫티 · 30 July 2024

★★★★★ 5/5

Trustpilot

Good job well done

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.

Customer · 10 February 2026

★★★★★ 5/5

Trustpilot

Outstanding professionalism and support from Felicity

cannot thank Felicity enough for the way she handled everything for us. From the very first interaction, she showed remarkable professionalism, patience, and genuine care. She went above and beyond to guide us through the process, making what could have been a stressful situation completely smooth and straightforward.

Vladyslav · 4 September 2025

★★★★★ 5/5

Trustpilot

I want to give a big shout out to Emily…

I want to give a big shout out to Emily Pilling.She is on top of things every single time I get in touch with her. I am now renting another property and I needed information about my previous contract.We hadn't emailed in more than a year... she replied within 10 minutes and was a great support.Thank you!! I wish my current agency - Scott Fraser - were like you guys!

Olivia · 9 December 2024

★★★★★ 5/5

Trustpilot

Good experience, would definitely recommend

Really happy with my experience with touchstone, my property manager has been awesome answering any queries i have. Her initials is PS (not sure if i should mention name). Condition of the property is very good and also well insulated. I've had some maintenance issues but its been very easy reporting on the app and someone has gotten back to me same day. Hope it continues being good.

Titi · 23 April 2026

★★★★★ 1/5

Trustpilot

The worst agents I’ve ever had

The worst agents I’ve ever had. A shameless company that did nothing about rats, mould, doors being unfit in case of fire and locking us out during summers (cheap locks getting jammed due to heat) etc etc… i had a litigation through TDS against them and won. appaling

Angelo · 21 August 2026

★★★★★ 1/5

Trustpilot

If only minus 1 was an option.

I would give the rating a minus 1 if I could. Customer service disgraceful. No communication no matter how many emails and phone calls you make. Natalie Johns ignored us when we were trying to get clarity on our application and was ignored multiple times then all of a sudden replied with one email saying we failed. Terrible service and should be ashamed.

Cleo · 6 May 2026

★★★★★ 5/5

Trustpilot

Since moving into my new beautiful new…

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.

Louise · 16 February 2026

★★★★★ 1/5

Trustpilot

Disasterous Experience

As a resident under Touchstone's management, I must highlight the distressing lack of essential services, no hot water or heating for a week. This issue affects everyone, particularly the vulnerable, disabled individuals, families with young children, the elderly, and pregnant women. Touchstone has failed to acknowledge or support these groups specifically.These problems are compounded by ongoing chronic issues that management has failed to address: elevators that are broken all the time, a constantly overflowing trash room, doors that don't open when buzzed on the ground floor, ongoing unaddressed package theft, internal leaks, external leaks, black mould.Their response has been inadequate, with minimal communication despite repeated complaints. The issue is dismissed as "non-emergency," ignoring legal obligations for landlords to provide continuous hot water and heating. Blame is shifted to their maintenance agency, Town & City, yet Touchstone bears ultimate responsibility for building upkeep and should consider alternative maintenance solutions.They are meanwhile failing to provide alternative accommodation in an actionable way, and are unbelievably attempting to seek full rent on behalf of the landlords for this period from residents who seek alternative accommodation, despite their admission that their property is not legally liveable.

Joshua · 13 March 2024

★★★★★ 1/5

Trustpilot

Neglectful Agency

Touchstones customer advisor Pooja and her manager daisy have been unhelpful, but also very sneaky in the way they deal with clients. 1st) We contacted them 3 days after our 6 month break and that was only because we were in a rush, and they refuse to comply. We were actually waiting for them to contact us as we assumed that it would be something the company would be doing to see how we were getting on, but you didn’t. That is fine. It is our fault for assuming they had any customer service skills. We were charged £315.62, which we accepted. 2) The whole house was dirty upon moving in, including the oven, hob, carpets, toilets sofa, windows, fridge and washing machine. As a NORMAL person i cleaned the property myself as i suffer from allergies and i know the company could care less. When moving out I cleaned the house to a average domestic standard (this was highlighted in the inventory). Then I received a email for a Dilapidations of £192 (incl vat) for Deep clean. I was informed by Pooja that this was because i only cleaned the property to a domestic standard and not professionally cleaned according to their standards. They are now charging us £192 for little dust. How do you professionally clean dust when we are living outside a construction site. 3) tenancy agreement clearly highlights that it is their responsibility to provide section 8 ‘quietly enjoying premises’ this means we can live in home without any illegal interruption from you or others on our behalf as long as we have paid the rent. Outside the property there are multiple construction sites and they work Monday - Sundays 7am - 5pm and sometimes work till midnight. Touchstone has never mentioned anything about construction site prior to moving in and have not said how long this will continue. 4) we contacted touchstone regarding mould in bathroom. They asked me to send them pictures which i done. Nobody came to review and the email was completely ignored. 5) living in freezing conditions - I informed them the property does not have any heating systems. In the property there was only 1 radiator in corridors near the exist door. I was very confused why both bedroom and living area have no access to heating. I noticed that there are one Portable heating in store room but the temperature was not as great. The bedrooms and living area have been freezing. Touchstone contacting me back and told me to use the DUSTY White wall mounted Mitsubishi Electric heaters. I suffer from allergies and can not have that on. Horrible experience with touchstones and will not recommend this company to anyone! We have never dealt with such a neglectful agency, which only considers it’s landlords interests and behaves in such a sneaky way against it’s tenants. I will contact TDS to dispute… i refuse for them to take £192 from my deposit for dust. These people at touchstones are thieves!! STAY AWAY FROM THEM THEY ONLY CONSIDER ITS LANDLORDS INTERESTS

Ikraam · 12 March 2024

★★★★★ 5/5

Trustpilot

Exceptional Service

We had a wonderful experience with Touchstone, especially with Pooja, who helped us move in. Pooja was very professional, friendly, and efficient.She quickly answered all our questions and solved any problems we had. It was clear that she cared about our needs and worked hard to make sure everything was taken care of.Overall, our experience with Touchstone was excellent, thanks to Pooja. We couldn’t have asked for a better move-in process. Keep up the great work!

陳俊球 · 22 May 2024

★★★★★ 1/5

Trustpilot

Awful

Whole house was dirty upon moving in, including the oven, hob, skirting boards, toilets and seats, windows, blinds, fridge and washing mashine. The agreement they asked us to sign unfairly asked us to professionally clean the house upon leaving even though it was barely clean moving in. I mentioned this multiple times throughout our tenancy and no one bothered getting back to us. One of the reasons we wanted this property was the garage (seperate to the house) the management company didn’t even know which garage it was, took ages for them to figure it out and they didn’t even have keys for it. We had to sort all this ourselves and follow up to get this sorted.The amount of scuffs throughout the property was disgraceful, whole house needed a a lick of paint - again mentioned upon moving in and ignored.There was rubbish (including an old diswasher, a shed and some other things) left outside the property when we moved in and was only removed because I followed up to have it removed weeks later.The blinds were so caked on with grease and dirt we had to replace them as they would have been really hard to clean!They charged us £20 for ‘curtains left onsite’ they were not just left onsite, they were curtains that replaced the ones in the front room as the ones that were there when we moved in were FILTHY.We had bailiffs at the door chasing the landlord/management co for unpaid bills within weeks of moving in saying they would come in and take our stuff even if no one was home! - very stressful. Had to make phone calls and send proof that it was tenants living there so they couldn’t come in and start taking our stuff! We had the same with previous tenants throughout the 12 months we were there.We had a 3rd party company enter the premises without warning using keys provided by the management company while one of us was asleep during the day after doing a night shift. They didn’t apologise or leave they just closed the bedroom door and went downstairs to finish the work.Tried to charge us £50 for ‘missing keys’ when it was THEIR OWN 3RD PARTY COMPANY who removed them from site and had them. Absolutely shocking. They gave us 12 keys when we moved in and only knew what 2 of them were for and we returned them ALL without a doubt. We even had to cut a 2nd front door key as we only had one when we moved in so they had more than 12 returned and they still tried to charge us. Absolute cheek.Touchstone were possibly the most unprofessional and incompetent management company I have ever had the displeasure of dealing with (I deal with management companies as part of my job and I was absolutely disgusted and shocked). You can never get hold of them on the phone for anything urgent and they take months to reply via email after multiple follow ups. Their staff turn over is so high, everytime we emailed to discuss something we would be told it’s being dealt with by someone else as that person left.They took out £40 from our deposit to ‘hoover downstairs’!!!! I was in shock! We had hoovered the entire property and the check in and check out inventory both state the cleanliness of the property was the same and according to the TFA 2019 our responsibility is to leave the property in the state it was handed over to us. I would love to understand how they think ‘average domestic clean’ is not the same as ‘average domestic clean’! Which is noted in THEIR inventories. Outrageous.Me and my partner got married at some point during the tenancy and they wanted £50 to update the last name.Basically if you want to be charged for everything, never replied to and treated poorly I recommend touchstone. Otherwise, I suggest you avoid this INCOMPETENT company.

Cherry · 1 March 2024

★★★★★ 5/5

Trustpilot

Really good organisation brilliant…

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.

Mr · 13 March 2026

★★★★★ 5/5

Trustpilot

Professional and Generally Positive Renting Experience

I had a good experience renting a flat through Touchstone in Edinburgh. The team was professional, responsive, and helpful throughout the process, from arranging viewings to handling the tenancy paperwork. Communication was clear, and any maintenance issues were dealt with reasonably quickly. The renting process felt straightforward and well managed overall. I’d recommend them to anyone looking to rent

Paula · 19 May 2026

★★★★★ 5/5

Trustpilot

Drain blockage issue

Had an issue with my drain being blocked and was resolved within 48 hours. I have Dean Williams to thank for the stellar service and being on top of everything, I would have most likely gone into the weekend with no shower if not for him. Very much appreciated.

George · 24 July 2026

★★★★★ 5/5

Trustpilot

Everything was seamless and fast

Everything was seamless and fast. I had my questions answered appropriately.

Eno-obong · 13 May 2026

★★★★★ 1/5

Trustpilot

Company is a total waste of time

Company is a total waste of time, Don’t bother applying for a property with these. Emma was the most difficult person in the world to get a hold of, ignores emails, and phone calls. Had sparkling rental record, 3 months rent up front and high earning guarantor, was honest up from months ago about iffy credit and left me homeless a week before I was due to move in!!! Applied 13th December and let me down today, 1 week before move date! Glad I never got accepted now after reading the copious amounts of negative reviews. Give this company a massive swerve!

Emma · 31 January 2024