Every review we hold for the Brighton office, from every platform, shown as written. First names only.
★★★★★ 4/5
TrustpilotAlex Paradise has been incredibly…
Alex Paradise has been incredibly helpful in promptly resolving property issues as the first point of contact. His dedication and assistance have played a significant role in ensuring a smooth and efficient property management experience. It's evident that Alex is a valuable asset in addressing concerns and keeping things running smoothly. Only giving 4 stars because other staff aren't so helpful in getting issues resolved in a timely manner.
Jessica · 11 October 2023
Agent replied · 11 June 2024
Hi JessicaThank you for taking the time to share your experience with us, and especially your wonderful feedback about our colleague, Alex. Alex works hard to ensure that any issues are dealt with promptly and professionally, this with his ability to be both friendly and approachable makes him a firm favourite with our customers. Thank you too for your comments about some of our other colleagues not being as helpful Alex, these have been passed onto the Team for review. Best wishes Touchstone
★★★★★ 5/5
TrustpilotHelena Matheson
Helena Matheson made mine and my partner’s move in process so seamless and efficient. Helena was always a phone call away from any questions and queries we had and even gave us a check in call the day after we moved in! Very grateful for Helena and the 5* service she has provided. Highly recommend Touch stone!
Alise · 14 June 2024
Agent replied · 24 August 2024
Hi AliseHelena will be delighted that you took the time to leave such a lovely review. Thank you! We're pleased to hear that Helena was helpful during your recent move, and able to answer your queries quickly and efficiently; it's always good to hear such good things about our colleagues 😊Best wishes to you and your partner in your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotI’d give 0 starts if I could … avoid, avoid, avoid
We moved into a property with a broken boiler and were left without heating or hot water for several days while it was repaired. Despite the inconvenience, no compensation was offered.
Molly · 4 August 2026
Agent replied · 24 September 2026
Dear Molly,
Thank you for taking the time to share your feedback.
We apologise for the inconvenience and frustration you experienced during your time in the property. As the property was a newly built home when you moved in, a number of the issues that arose fell under the developer's responsibility. We appreciate that this did not lessen the disruption and frustration caused, and we have taken on board the lessons learned to help prevent similar situations in the future.
We have since taken steps to improve our processes to help prevent similar situations from occurring in the future. This has included internal retraining to strengthen communication standards and further enhance the level of customer service we provide.
We wish you every happiness in your new home.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotTerrible treatment of young family in…
Terrible treatment of young family in their rented accommodation. Utility room flooded after a badly installed washing machine leaked. Nearly a month no solution
Zena · 18 September 2026
Agent replied · 24 September 2026
Hello Zena,
Thank you for taking the time to share your feedback. We are very sorry to learn about the issues you experienced and the disruption this has caused for you and your family. We understand how frustrating it must be to be without a resolution; this is not the level of service we aim to provide.
Please contact us via feedback@touchstoneresi.co.uk with your tenancy information and preferred contact details, so we can investigate this further. Thank you.
We look forward to hearing from you.
Kind regards,
Touchstone
★★★★★ 5/5
TrustpilotGreat friendly customer service
There had been a mix up over who our point of contact was which had caused some delays in being able to request a tenancy reference which had become urgent. Coco was great and immediately cleared up who our point of contact was, not only did she clear up the confusion she was able to sort the tenant reference for us within the hour. She was friendly and professional throughout the phone call and subsequent emails and really helped me today.
Breige · 25 October 2022
Agent replied · 11 June 2024
Hi BreigeThanks so much for your wonderful review of the service you received from our colleague, Coco, recently. It's great to see that Coco was able to get things moving for you - she'll be thrilled with your feedback. Thanks again. Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotExcellent Property Management
I've just ended my tenancy with touchstone after 3 and a half years. They've been excellent! Whenever there was an issue or repair they were straight on it and had an engineer out as soon as possible.A massive thank you to Coco for helping me with the move-out process and ensuring everything went smoothly. Highly recommend Touchstone!
Dylan · 4 June 2024
Agent replied · 11 June 2024
Hi DylanWe appreciate you sharing your experience with us; as a long-time customer, it's always nice to hear that you found us prompt to deal with any repairs or maintenance needed.Thank you for your praise of our colleague, Coco. We're pleased to hear that the move-out process went smoothly for you; Coco will be pleased.Best wishes to you in your new home and whatever comes next.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThis review is for Lana Mackrell
This review is for Lana Mackrell. Thank you so much for going beyond for helping out with finding someone for the emergency at the property. Well done Lana, what would do without a person of your work ethics that match my own. Someone was supposed have come, they did not. Without you Lana we would still be paddling with water through the roof and not receiving any help to rectify the problem with you sending a person to see the problem that has and is occurring. Thank you for your support and wonderful people person manner. You have my 5 stars and more. pam
Pam · 5 September 2022
Agent replied · 11 June 2024
Hi PamThank you so much for your glowing commendation of our colleague Lana and the great customer service she gave recently. Lana works hard to ensure that her customers are provided with an excellent service and she'll be delighted with your feedback, so thanks for taking the time to post a review, we really do appreciate it.Best wishesPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotCoco was assigned as a Customer Advisor…
Coco was assigned as a Customer Advisor / Property Manager to complete the Tenancy Agreement and schedule the move into the agreed accommodation. She was well communicated and responded to all the queries as and when required. Me & my family is new to UK and we were going through all the checks, verification & processes to get tenancy for a property and struggling staying outside. Coco was very helpful in arranging my MOVE IN to the property and it's a great help from her. Professionally, she have is managing the customers and clients well. In absence of Coco, Sonia was in charge of some of the tasks such as Tenancy Agreement signing & arranging the Check In Clerk for us. He did a good work and helped us for a smooth move in. Thank you.I wish she help number of people like us in future too. Good work from Touchstone Team.
Umesha · 2 August 2022
Agent replied · 11 June 2024
Hi UmeshaThank you for taking the time to rate and review our service, it’s much appreciated. Our teams work hard to provide the best possible service to our customers, so we are delighted to note that our service was smooth, helpful, and professional thanks to Coco and Sonia. I will be sure to pass on your thanks. We very much hope you enjoy your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotI am very grateful for being in touch…
I am very grateful for being in touch with Karen throughout my process so far. She has been amazing and very helpful. She made my life easier during this time.
Snehlata · 21 July 2026
Agent replied · 24 September 2026
Hi Snehlata,
Thank you for taking the time to leave such a lovely review. We're delighted to hear that Karen has been so helpful and supportive throughout your journey so far. We'll be sure to pass on your kind words to her.
We wish you all the best as you settle into your new home.
Kind regards,
Touchstone
★★★★★ 5/5
TrustpilotTony Lewis is excellent
Tony Lewis is excellent, dutiful and attend to queries and resolve issues promptly. He is approachable and ready to listen. I had a repair problem in my room and this was resolved promptly. He's absolutely brilliant. Thank you Tony for all you do. From Adesola Flat 40 room D
Adesola · 13 August 2024
Agent replied · 24 August 2024
Hi AdesolaThank you for your kind words and glowing commendation of our colleague, Tony; it's appreciated. We agree. Tony has a 'can do' attitude and gives his all to assist our customers, so it's wonderful to see a customer appreciate his efforts. Thank you for posting.Best wishesTouchstone
★★★★★ 5/5
TrustpilotI have noticed quite a positive change…
I have noticed quite a positive change since few months in terms of efficiency and responsiveness of the team. Tony Lewis is taking care of all the queries sent to him and is always helpful. This is not just my opinion but opinion of most of the people I know in the building
Palwasha · 29 May 2024
Agent replied · 11 June 2024
Hello PalwashaThank you for taking the time to share your experience with us. We are pleased that you have seen positive changes in our service over the past few months, that's great to hear! Thanks too for highlighting the work of our colleague, Tony. It's great to hear that Tony is helpful and supports you and the other residents.Best wishesTouchstone
★★★★★ 5/5
TrustpilotI’d like to mention how helpful and…
I’d like to mention how helpful and informative the Resident Services Coordinator Helena Matheson has been throughout our application and moving in process. The process can be very longwinded due to the amount of third party companies involved, Helena’s guidance made the process very seamless and less stressful. Would highly recommend.
Jordan · 2 July 2024
Agent replied · 24 August 2024
Hello JordanWe appreciate you sharing your recent experience with us. We're happy to hear that our colleague Helena was able to seamlessly guide you through the referencing and move-in process. Helena will be delighted with your feedback, as are we. Thank you.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotA proper manager at last!
I have been living at my present premises for 5 years and have had problems with repairs since I first moved in. I have several matters that need resolving and despite my protests to several maintenance managers, the work has not been done. I had an email from a new maintenance manager Alex Paradise yesterday to advise that Integral were going to call to the property to inspect windows, heating etc. As it was a new manager I asked about the various problems being encountered over several years that were still outstanding and sent Alex copies of all emails sent previously over the years. I have to say that Alex immediately took action and things have started to happen already since yesterday! Alex apologised for the lack of attention I received to my complaints and has full heartedly given my matters all of his attention.I want to say a big thank you to Alex for the work he has done on my behalf, for his understanding and his quick response to my problems. In one day Alex has done what numerous others had not done over 5 years. You are a credit to Touchstone and I am a very grateful tenant.
May · 1 April 2022
Agent replied · 11 June 2024
Hi MayThank you for posting your review. We're sorry that previous maintenance issues weren't followed up and we will look into why this was. I am delighted to see that with Alex now handling your maintenance issues, things are progressing for you. I will enjoy feeding back your comments to Alex, so thanks again.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotMy honest review so far.
Right, when I've moved to my property a month ago ish I was very concerned about all these bad reviews. Not gonna lie but the truth should be echo out too.From day one we started to see loads of issues with our property, things like (leaking from bathroom, leaking from under the sink, problems with our switch shower, uncleaned cooker exaustor that started to leak grease, under pressure at our boiler, and more small bits)...Yep it was like, a lot. But....But....They fixed every, single, one, of, them!I'm amazed by how easy and quick it was to report and get everything arranged. A big shout out to Shirley (touchstone property manager) and a huge shout out for GB Maintenance team! They are just amazing.They swap every single broken piece in this property, painted the ceiling that got the leaking, they even replaced the cooker exaustor that was very dirty. I know that everything that was reported was a fault in the property, but I'm just impressed by how efficient they were in resolving them. It's the first time that we got a decent property management that is easy and quick to help us.Nice one guys.If you used to have some bad management within the company it's clear for me that whatever you guys did to change that, it's working!Keep going!Please share this message across the departments, because you're doing a great job!Regards,Guilherme Reis.
Guilherme · 17 March 2022
Agent replied · 11 June 2024
Hi GuilhermeThank you so much for taking the time to provide a review of our service and for describing your experience with us following move-in, it’s much appreciated. In this busy world, our experience is that an unhappy customer that is more likely to provide a review and make their dissatisfaction known, which we accept. All feedback, the good and the not so good, is welcomed by Touchstone as we continue to review and improve our service for the benefit of all our customers, so thank you.I am pleased that the repairs required at move-in have been resolved for you. I will gladly pass your feedback onto our contractor, the Team, and especially to Shirley. Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotI had a very positive experience…
I had a very positive experience staying in the City Hospital accommodation. The room was comfortable, clean, and suitable for my needs during my time there.
Ghaith · 31 July 2026
Agent replied · 24 September 2026
Thank you for your lovely 5-star review, Ghaith. We're so pleased you enjoyed your stay and that Tony's support made such a difference to your experience. We’ll be sure to pass on your kind words; he’ll be delighted.
We really appreciate your recommendation and wish you all the best. ⭐
★★★★★ 5/5
TrustpilotI really appreciate the manner I was…
I really appreciate the manner I was attended to and beyond the call, my request was actioned swiftly.
Kilsi · 16 September 2026
Agent replied · 24 September 2026
Hi Kilsi,
Thank you for taking the time to leave us such a positive review.
We're delighted to hear that you felt well supported and that your request was handled promptly and efficiently. Providing helpful, responsive service is something we strive for, so it's wonderful to know that your experience reflected this.
We really appreciate your feedback and your kind words. Thank you.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotAwful company
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.
Louise · 7 April 2026
Agent replied · 6 June 2026
Hello Louise,
Thank you for your feedback. We are sorry to hear that you have struggled to get in contact with a member of our team.
In normal circumstances, when referencing has failed, the holding deposit of £100 is non-refundable. However, given the circumstances and issues around communication, we will return the deposit to you. Another member of the team will be in contact shortly to confirm your bank details for the refund.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotThe most dreadful company who never…
The most dreadful company who never answer the telephone. My 86 year old mother rents a property from them.
Richard · 9 September 2026
Agent replied · 24 September 2026
Hello Richard
Thank you for your feedback. We are sorry to hear of your concerns following your recent attempts to contact us regarding a repair at your mother's property. We understand how frustrating this situation must have been.
As we have been unable to identify the tenancy from the information provided in your review, please contact feedback@touchstoneresi.co.uk with your mother's name, property address, and any other relevant details so that we can review the matter and contact you directly.
Thank you. We look forward to hearing from you.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotTouchstone are unable or unwilling to carry out essential maintenance
I have been with Touchstone for about 6 months.There was a roof leak when we moved in which could not be seen at viewing. The leak has not been repaired but they have placed a bucket in the loft to collect the water. Nobody has checked if it needs emptied..During the summer heat we were unable to open windows due to a wasps nest in the gutter area.We were told it would be dealt with in September.We are now in October and no better of as it was not dealt with and the mild weather means the wasps are still active.The complex Manager will no longer discuss this as it is in the hands of their Maintenance Manager.This is a joke as she does not answer emails and I cannot obtain a phone number for her.The main office is still closed due to Covid.I am left with no where else to go!The whole thing is a disgrace.I wonder what will happen with the roof during the winter?
Isabella · 5 October 2021
Agent replied · 11 June 2024
Hello IsabellaApologies, our customer service does not appear to have met the standard that you should expect on this occasion. Please could I ask that you contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot with details of your property, so that we can look into this matter for you as a matter of urgency. We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotTOTALLY INCOMPETENT
Unprofessional and unhelpful. Just ended a tenancy of 2 years and had issues from start to end. Started by moving in 7 days after picking up the keys to a noise complaint letter when we hadn't even been in the property. Only 1/2 key fobs actually worked. No hot water for a week after moving in and a broken shower. 'Newly refurbished' meant goods like washing machine & dishwasher not plumbed in, and it had not been cleaned before we moved in. Then had neighbours constantly leaving furniture / general waste bin bags in a communal area which resulted in several threatening letters coming through our letterbox saying we would incur a fine if they weren't moved. That was despite them eventually admitting that the neighbours were not a Touchstone property so they couldn't do anything about it.I then reported that our ceiling-mounted fan fell loose in December '20. Since it was in the middle of winter we had litres of water leak through the ceiling over 4-5 months and cause several feet of mould around the hole left by the fan. We had 4+ contractors come out to look at it, say it needed bigger ceiling repairs, take photos, and then nothing else would happen. until I chased it up. We finally managed to move in August '21 and the hole/mould were still there. I suspect it'll get fixed a lot quicker now that the flat is sitting empty and not earning rent.I was amazed to get our deposit back, but I'm so relieved because it means I never have to interact with them again and wait weeks for a response. AVOID.Edit: I emailed the feedback line over a week ago as requested and got no response.. joke of a company.
JM · 20 September 2021
Agent replied · 11 June 2024
Hi JMWe're very sorry to see that you experienced some issues with repairs during your time with us. If you have the time, it would be really useful if you could contact us at feedback@touchstoneresi.co.uk using the ref Trustpilot, with details of your property so that we can investigate why this happened. I'll understand if we don't hear from you as you have now vacated and, if this is the case, we wish you well in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotI reported a mould problem 10 days ago…
I reported a mould problem 10 days ago - no acknowledgement or response. Unable to get through on the phone as it repeatedly goes to voice mail. I've left several messages/complaints, on-line chats etc before anyone called me back. No explanation as to why no one responded in the first place, so far.
Lynda · 11 December 2025
Agent replied · 25 December 2025
Hello Lynda
We appreciate your feedback. We are sorry to hear that you are having difficulty contacting the team, and we understand how frustrating this must be for you.
Please respond to the Trustpilot link that's been sent to you with further details of your tenancy so that we can look into this further for you.
Alternatively, please contact us at feedback@touchstoneresi.co.uk, and we will put you in touch with the team. Thank you.
With kind regards,
Touchstone
★★★★★ 5/5
TrustpilotThank you Chris.
I’d like to now retract my previous review for this updated one. I will not divulge the details but I want to issue a massive thank you to Chris who I spoke to today on the phone. Not only has he made our lives better now, but I no longer feel stressed and upset. I’d like to say thanks again for resolving our issues, I finally feel like we have been listened to. So please accept my many thanks for the call. 5*.
N · 2 August 2021
Agent replied · 11 June 2024
We're so pleased that you have taken the time to update your review with this positive outcome, thank you.We're delighted that you and Chris were able to work together to resolve your issues, leading to this updated review.Thanks again, it really is appreciated.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotTouchstone manage resihomes property’s
Touchstone manage resihomes property’s, touchstone are responsible for stage one complaints, made a stage one complaint and they refused to take the complaint.
Sonni · 28 July 2026
Agent replied · 24 September 2026
Hello Sonni,
Thank you for raising your concerns with us. We appreciate that this is not the outcome you were hoping for. However, at this stage, the remedial works relating to the issues you have raised are still ongoing. As a result, we are unable to undertake a full review of your complaint until those works have been completed and the final outcome can be properly assessed.
Once the works are finished, we will be in a position to review the matter in full and consider the concerns you have raised. In the meantime, we will continue to monitor progress and, together with your landlord, remain committed to ensuring the issues are addressed.
Kind regards,
Touchstone
★★★★★ 5/5
TrustpilotExcellent customer service provided by Coco!
Excellent service provided by Coco. I have moved into a new apartment with Touchstone and as with any move, there are teething problems. I still have one issue outstanding which I will be posting an update on once rectified, but other than that, all issues have been resolved. Coco has been extremely patient, helpful and responsive. Great customer engagement, keep up the good work!Best Regards,Zak
MR · 15 May 2023
Agent replied · 11 June 2024
Hi ZakThank you for sharing your recent move-in experience with us. Thanks too for your lovely feedback about our colleague, Coco. She really does put customer service at the heart of everything she does, so it’s great to see this appreciated by our customers. Thank you.Kind regardsTouchstone
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