Touchstone CPS Brighton reviews

★★★★★ 1/5

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Make sure you take a photo of everything if you are unfortunate enough to move into one of their properties. They have accused us of everything under sun in our checkout report. Mostly discolouring when we had a major leak to the property and they came and redecorated parts of it "ice white" and then said we had "yellowed" and "stained" the remaining magnolia parts. Carpet was badly damaged from the water ingress and they have pinned carpet cleaning charges on us too from our deposit. Would be cautious as they don't seem to take any wear and tear into consideration and furniture marks on the carpet were highlighted in our report so make sure you get your floating furniture bought to avoid them trying to scam you at the end of your tenancy!!24/6/21 Concluded in your eyes you still took money from our deposit for heehaw.

Lee · 24 June 2021

★★★★★ 5/5

Trustpilot

Good experience with Touchstone

We have just moved in but overall, Touchstone seems like a good company, everything is documented and well-organized. Only the referencing took ages but I assume the delay was on the side of the 3rd party providing the referencing checks. Pooja has been helpful and replied to all queries.

TM · 6 May 2024

★★★★★ 1/5

Trustpilot

Absolutely abysmal.

We recently moved out of a property and DO NOT RECOMMEND renting it or any property owned by Annington Homes or managed by Touchstone Lettings.The reason we have moved out of the property after 2 years is because for the entirety of that 2 years we were begging for essential works to be carried out. We are a young professional couple who work 12-16 hours a day and as such were barely ever in our house but wanted to be able to come home, have dinner, shower and go to bed, but we couldn’t. For the first 18 months we lived there without any way of washing ourselves, calling on friends, family and local hotels and gyms to be able to get a shower. We begged them to send someone to fix the shower in the property and they repeatedly refused or just ignored us altogether. We eventually got a response after 18 months when we refused to pay our rent until it was fixed, at which time a plumber arrived within a week and took 20 minutes to fix the problem. We had several other issues whilst living in the property:The oven was at least 30 years old and wasn’t wired in. We were told we were not allowed to store it and that if we removed it we would have to replace it with a brand new one. So for the entire time we lived there, we just didn’t have use of the oven. On the day we moved in we were told by the people who carried out the inspection that it was the “grottiest” house they had ever visited and that they recommended we clean it before we move in. Which we did, thoroughly. When we did that we discovered that the kitchen tiles were not actually stuck to the wall, just leaning on it. We also found that the lights in the living room didn’t work due to faulty wiring, every single radiator was broken and several windows either didn’t open, didn’t close or didn’t lock. The bathroom was riddled with black mould that we had to get rid of at least once a month. When we moved in there was a compost heap so high it covered the living room window. We sent pictures and were told if we removed it we would have to replace it when we left. Whilst living there a plumber was sent to replace a pipe. He flooded the entire downstairs of the house and left us to clean it up. When we contacted touchstone to ask them to fix it, they told us that because my fiancé had told the distraught 20-year-old plumber not to panic and it was fine, they were taking that to mean there was no damage and that we would fix the carpet ourself. So FYI if you do move in, the downstairs has significant water damage to the carpets and damp. We were charged because the curtains we left hung, despite being significantly more expensive and better quality, were not the ancient, cigarette-stained beige ones that were there when we arrived.We have been emailing, calling and messaging to try and get a response from anyone at either touchstone or Annington Homes for the whole time we lived there, at least once a month. We received no responses from anyone except one lady who badgered us from the day we purposefully stopped paying our rent, until the day before we cleared the arrears. And one man who emailed us to let us know that we had 30 days to clear a plot of land we hadn’t realised was our responsibility, over Christmas and during COVID. When I rang him to try and ask him to give us more time as 10 of those 30 days were Christmas time and Dwayno was fully booked, he didn’t answer the phone, all 32 times I rang. And they charged us exactly the amount of our deposit in “dilapidations”, including for a broken toilet light that their own engineer broke, so they wouldn’t have to give us anything back, informing us that we still owe them £2.50 but out of good will they’re going to waive that fee.So if I were you, even if it’s perfect for you, avoid these companies like the plague. These companies are the worst I have ever rented from in 13 years of being a tenant. I understand that I am a tenant and don’t expect to live in a 5-star hotel, but basic facilities should be provided, especially if you’re charging someone 100s of pounds. Also, just to show they take care of their tenants, they’ve started the work as soon as we moved out.

Steph · 20 May 2021

★★★★★ 5/5

Trustpilot

Fantastic all round

We rented our flat in Cardiff for the past three years with touchstone and we had nothing short of exceptional service.Everything from annual checks such as gas safety certificates to any standard maintenance issues that we reported were handled quickly and efficiently. We were never waiting for anything to be sorted and never had to chase.Communication with the company has always been brilliant and the staff members were always friendly.The only reason we chose the leave was become we had been able to purchase our first home and so were no longer looking to rent, however we would recommend Touchstone as a management company to anyone looking for a place to rent. They made the moving out process really smooth for us and appointed a third party to do all of the moving out property checks and inventory, after which they promptly informed us of the deposit return.Shirley Driver has been a real credit to your company throughout and is very efficient and a delight to deal with. Overall we had a fantastic experience with touchstone and have enjoyed renting from such a pleasurable company that really made us feel as though they cared about their tenants.

Tasha · 14 May 2021

★★★★★ 5/5

Trustpilot

Excellent experience

The application process was great from start to end and getting the keys for our new home. We want to thank Felicity Mcmahon for her time and patience to assist us set up and settle in to our new home.

Mufasa · 4 October 2024

★★★★★ 1/5

Trustpilot

Touchstone are absolutely awful

Touchstone are absolutely awful. I have had a leak in the property we've rented that began in January and has still not been resolved. This is still leaking consistently everyday to the point in which a bucket is full within 24 hours. There is now excessive mold growing in the highly saturated ceiling, alongside a strong smell of damp which has resulted in me no longer being able to stay in my bedroom. We have had multiple contractors out who have visited the property on at least 8 occasions, who have in turn confirmed that Touchstone do not want to pay the price to fix the heating system properly that is causing the leak. Ultimately, this is a disgusting way to treat people, and they have expressed no concern for the effect it is having on the living conditions and damage caused to the property.

GJ · 10 May 2021

★★★★★ 1/5

Trustpilot

Shockingly poor communication

They barely respond to any emails, send generic copy and paste emails again and again - very poor customer service

Callum · 4 August 2026

★★★★★ 5/5

Trustpilot

Karen Egan

Karen Egan, what a fantastic lady, I would not have got my move without you.

Mandy · 3 September 2026

★★★★★ 5/5

Trustpilot

Touchstone have been great to us since…

Touchstone have been great to us since we moved in, in some cases things took a while but to sort understandably they are in demand and do their best to get things sorted on time, everything we asked to be done got done while we rented in Northampton. There was a small delay after Christmas in sorting deposit return but they have come through at short notice now and made us happy. We are all dealing with delays in the world and expect things to take longer than usual and for the overall service, I am a happy touchstone customer. Robert R.Have a great 2021!

Robert · 11 January 2021

★★★★★ 5/5

Trustpilot

My agent was Karen Dolman

My agent was Karen Dolman. Karen is excellent at her job. She was knowledgeable, patient, and attentive to my needs, ensuring all my questions were thoroughly answered. Her professionalism made the experience pleasant and efficient. I would highly recommend Karen for her outstanding service.

Nadine · 3 July 2024

★★★★★ 5/5

Trustpilot

Banbury tenant very happy with Touchstone

I've been a tenant now for 3 months and I'm pleased to say that Shirley Driver has been an absolute star in ensuring that my move in and any snagging issues were dealt with professionally and in a timely manner. A lady with a great sense of humour and a smile I can sense through our telephone calls it's a pleasure to be a tenant. Treat someone how you want to be treated and all will be good :-)

Paul · 15 March 2021

★★★★★ 1/5

Trustpilot

I have tried to contact you touchstone…

I have tried to contact you touchstone via email/phone/Residency app but nobody gets back to me ever!

Ros · 14 August 2026

★★★★★ 1/5

Trustpilot

Moved into a brand-new…

Moved into a brand-new Touchstone/Lloyds Living property in September 2025 and have been dealing with unresolved issues since October. Despite paying rent on time every month, the aftersales support has been extremely disappointing.

MRSMARGARETKILVERT · 20 April 2026

★★★★★ 1/5

Trustpilot

Awful

It took touchstone over 2 years to repair our leaking roof. The roof allowed water to seep into one of the bedrooms which caused the ceiling to fill with mould. The agent I dealt with was extremely incompetent and unhelpful. In fact she was so unhelpful It almost felt like she was taking enjoyment from it. The roof has now been fixed but two months on the scaffolding is still outside our house so we cannot open any of the windows at the front. Yet again the same agent is of no help, I have called her multiple times to have the scaffolding removed. Everytime she has an excuse and says she will call me back. Guess what... she never calls back. How is this person still employed by touchstone? The best part is when you ask to make a complaint - She doesn't know what the complaint procedure is and tells me to speak to a welfare officer.

Terry · 20 August 2020

★★★★★ 5/5

Trustpilot

Professional and efficient…

Professional and efficient communication. Great service and support from Dean Williams

Customer · 17 September 2026

★★★★★ 5/5

Trustpilot

I have found Touchstones to be a great…

I have found Touchstones to be a great landlord, its nice to have a company that understands it is your home, as most letting agents make you feel like your renting an investment you can't relax or feel at home in.My property manager Shirley Driver has been very kind and understanding, she has listened to any concerns I have raised and eased them, she has treated me as a valued individual.At this stressful time she has been very supportive, and we are able to at least enjoy the garden in lockdown, as Shirley made sure the work was done to make it as promised when we moved in.

Michelle · 6 May 2020

★★★★★ 1/5

Trustpilot

If you want to live in a safer

If you want to live in a safer, reliable home - do not use this company. I repeat ‘DO NOT USE THIS COMPANY’The staff are miserable and unhelpful. My boyfriend has rented in one of the buildings managed by them for over year and I’ve moved in start of this year, so about 10 months. 1. In the last 10 months, the boiler has been broken about 15 times. 2. The elevator has broken down about 10 times. 3. The washing machine pothole glass was already cracked before my boyfriend moved in. He complained constantly and Ryan (works for this company) blamed him and requested a before photos. How are we able to supply before photos?????4. Mine and my boyfriends parcel of around £150-£280 until date has been stolen and there is no sense of seriousness or stern in their emails to residents. They send a slap on the wrist email and basically encouraging us to send parcels to our work address. Technically, they are implying if we have a large sofa and wardrobes that needs to be delivered for our home, we send them to our work address 👍🏼Terrible company. I’ve lived in better properties managed by other businesses!

Iona · 5 November 2024

★★★★★ 5/5

Trustpilot

Easy communication and fast replies (…

Easy communication and fast replies ( all questions answered fully and left me feeling 100%)

Gary · 3 August 2026

★★★★★ 1/5

Trustpilot

Total lack of accountability and ignoring serious safety hazards

I am extremely disappointed with the lack of professionalism and basic communication from Touchstone. I have submitted formal reports, including photographs, regarding a property they manage, yet I have received zero acknowledgment or action for several months.

Lew · 18 February 2026

★★★★★ 5/5

Trustpilot

Easy .. Fast .. Helpful

I am really grateful for Touchstone for the easy and fast processing of my tenancy.Easy and professional online viewing was done with Chris. Helped me very much to make the decision to rent the flat.Everything was done within 3 days. Very helpful staff. The Deposit Free option was completed within few hours with small fee of £20 + VAT. Easy and safe key collection. Many thanks for Touchstone and specifically for Chris.

Maiss · 19 August 2021

★★★★★ 1/5

Trustpilot

Just generally a very unhelpful…

Just generally a very unhelpful company, Rented a home, check in was ok. Landlord never authorised any fixes in the house. No one ever helped with issues and now we are leaving they have already insinuated that there are a lot of damages. We lived in the property for 1 year and looked after it impeccably. They are very quick to raise your rent also. We lived in ours for 6 months and already had an increase.

Julia · 6 December 2024

★★★★★ 1/5

Trustpilot

Please do not choose this company if you care about your property and tenants

I 100% agree with others that had bed experiences with this company. Poorly managed and I need to double check everything as even simple calculations aren't done correctly. We fought now for 10 months to get a severe Health and Safety issue in our property sorted out - now have given up and will move. I can only hope that the property owner will change company before letting the property out again so nobody else has to suffer through the same experience we had to and potentially get hurt. We have received absolutely appalling and dehumanising behaviour from this company and can't wait to leave this experience behind us.

Chris · 10 October 2024

★★★★★ 5/5

Trustpilot

It's been a pleasure

With over 3 years of being a tenant, my experience with touchstone has been made easy and without complaints. Special thanks to Pooja and Felicity for their professionalism and responding to my needs.

Jack · 24 September 2024

★★★★★ 5/5

Trustpilot

I had a conversation with Lewis small

I had a conversation with Lewis small,he was extremely thoughtful and kind too listen too my complaint and the stress I feel ,very helpful

Lorna · 7 May 2026