Every review we hold for the Brighton office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotLovely experience
I would like to mention a staff member Coco is been extremely helpful the whole time before and after we moved in. She gave us fast and clear response in short time no matter how small the issue is about. It making us feel that we are important and less worried. Please keep up the hard work and well done!
Victoria · 15 November 2022
Agent replied · 11 June 2024
Hi VictoriaThank you for sharing your experience with us, we really appreciate your feedback. Coco is a gem and is proving very popular with our customers due to her great customer service. Thanks again for your review, Coco will be delighted to read your comments. Best wishesTouchstone
★★★★★ 5/5
TrustpilotIt was really a great experience to…
It was really a great experience to rent a house through Touchstone CPS. They are not only professional but also reply you within No time. Special Thanks to Simon and Hannah who went extra mile to get me a dream home to rent. 👏
M · 19 January 2024
Agent replied · 11 June 2024
Hi Mr KhanThank you for your wonderful review. We are delighted to see that you enjoyed your experience with us, and that we help you find your dream home 😊.Thanks too for your praise of our colleagues Simon and Hannah, they'll be delighted with your comments.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotWould really recommend
It was easy to understand the process, communication accuracy was good, transparency, and what was asked was done and solved. Was a great experience.
JAHNVI · 1 May 2026
Agent replied · 6 June 2026
Hi Jahnvi
We really appreciate you taking the time to tell us about your experience during your time with us. We’re really pleased to hear that you found our processes easy to understand and our service met your expectations. It’s great to know everything was resolved as promised and that you had such a positive experience. Your feedback truly means a lot to the team 😊
Best wishes to you for your new home.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotTerrible company and rude with zero communication skills!!!
Absolute shambles of a company. communication is poor they are rude and when you pile pressure on them they accuse you of being rude and Will only communicate via email, but they do not respond too emails!Currently taking legal against them for withholding funds. They go by contracts that are 2 years out of date! I have requested all transcripts of phone calls being made so I can pass this onto property ombudsman and guess what had zero response, due to GDPR I am legally entitled to all phone call transcripts! We have requested our own deposit back and within 90 days we will get it as it’s illegal to hold once a request has been submitted! I have requested a senior member of management to phone me as I have logged an official complaint and guess what zero response, I will not let this drop, they where rude to my partner and failed to acknowledge her emails and now I have to get involved, you had the opportunity to deal with the nice one of us and now you have to deal with me! Good luck you are going to need it! Our landlord unfortunately passed away and we was on a verbal monthly contract with our letting agent then these clowns took over but yet they insist by going by a contract that was 2 years out of date that had expired!!!! We could not get anything in writing from our original letting agent as our landlord died so everything was done verbally, touchstone was given the opportunity to be in charge or our deposit and they declined (proof in email) now they want access too it!!!! I don’t think so!!!! Touchstone had zero communication with our original letting agents to inform them whats going on. We gave them one month notice at the very earliest opportunity they failed the acknowledge our notice and I had to chase them, I also gave them certain days I could do handover and in one of the phone calls I was told the date I could do was accepted, later found out they couldn’t do and want to charge me 2 days rent for this!!! Had no choice as had work commitments but too leave keys in the locks as they failed to meet the agreed date!!! Then they accuse me of leaving the property insecure, hello you should have stuck with the original agreed date!!!I am formally requesting again copy’s of transcripts via phone calls, failure to do so means you are breaking the law!!!
Rikki · 31 August 2024
Agent replied · 22 October 2024
Hello RikkiThank you for your feedback. We are sorry to hear that your experience has not been favourable, and we realise how frustrating this must be for you. We want to look into this matter further, so we've now sent you a direct message via Trustpilot to get some additional information from you. Please respond to the Trustpilot link with your full name, address for your tenancy, and any outstanding matters. Once we have this information, we will put you in touch with the appropriate team and aim to get matters back on track for you as quickly as possible. Thank you.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotAtrocious customer service
Atrocious customer service and extremely disappointing communication.
Pm · 27 August 2026
Agent replied · 24 September 2026
Hello Pm
Thank you for your feedback. We are sorry to hear that you have experienced difficulties during your time with us; that's not what we want for our customers.
We would like to look into the concerns you've raised and, five days ago, we sent a message via Trustpilot requesting some additional information to help us identify your account and investigate further. Unfortunately, we have not yet received a response.
Based on the information currently available in your review, we have been unable to locate your account or establish the circumstances that led to your experience. We appreciate that something has prompted you to leave this feedback, and we are keen to better understand what has happened so that we can offer any appropriate support.
If you could reply to our Trustpilot message, or contact us directly at feedback@touchstoneresi.co.uk with your tenancy details and a brief outline of any ongoing concerns, we will be happy to investigate further for you.
We look forward to hearing from you.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotManaging by book, not by human way
As a well-organized company, what is your contingency plan for a situation where a tenant is affected by water leakage from an upper floor that is managed by a different service provider? Why should your client have to wait until the issues in the non-managed flat are addressed, enduring the associated problems? Providing a safe home is your responsibility, and waiting six days while managing strictly by the book is viewed as inadequate. A more practical, compassionate approach is expected from a company of your reputation to promptly address your client's concerns.
Rukshitha · 25 July 2024
Agent replied · 24 August 2024
Hello Rukshitha We're sorry to learn about the leak affecting your home. In cases likes this, it can be difficult to liaise with the relevant parties and organise the necessary repairs to a property not within our management, and apologise for any inconvenience this causes you.We will arrange for the team to contact you directly regarding this matter. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThank you Coco!
Coco Blunos was our point of contact at Touchstone (we were renting in Gloucester) and we could not recommend her more highly. She was always prompt and friendly when assisting with any queries and was a real pleasure to deal with. Coco is a real asset to Touchstone and proves that good old fashioned quality customer service does still exist!
Kate · 14 July 2022
Agent replied · 11 June 2024
Hi KateThank you so much for taking the time to provide such wonderful feedback about our service and particularly that received from my colleague Coco, we really do appreciate it. We're delighted that you found Coco to be friendly and prompt with responding to any queries, that's great to see.Thanks again for your review, we’ll be sure to feed it back to Coco. Best wishes to you.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotWe have a washing machine machine…
We have a washing machine machine problem as all know house with kids washing machine is key sent an email to Lucas Bartesch
Maison · 21 April 2026
Agent replied · 6 June 2026
Hello
Thank you so much for taking the time to share your experience. We completely understand how essential a washing machine is in a busy family home, so we’re really pleased to hear that Lucas was able to support you quickly and efficiently.
We’ll be sure to pass on your kind words to Lucas, feedback like this really means a lot to our colleagues.
Thanks again for leaving us a review.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotIf I could give minus stars I would
If I could give minus stars I would. They took over our property and within a week we received a rent increase which is over 5 percent increase. We were given 3 days notice of the increase which is illegal we were then informed that all rent is due from 1st of month, ours is normally paid from 14th and we have incurred charges even though we were told on 16th of month. We were promised when they took over no changes to rent within a week they upped our rent 100 pounds. I am disgusted and I really dislike them as landlords.
Louise · 23 July 2024
Agent replied · 24 August 2024
Hello LouiseWe are very sorry to hear that you are unhappy with our service since taking over the management on behalf of your landlord. It is understood that the team is working with both you and the landlord to find a reasonable solution for all concerned. Kind regardsTouchstone
★★★★★ 5/5
Trustpilot-----
I am a tenant at The Farthings, and this is a review and positive feedback regarding Mr Tony Lewis, Estate Technical Manager at The Farthings. I confirm that from my perspective, since he took over Mr Lewis has provided outstanding service and support: 1. excellent support to the tenant, by addressing timely each query I raised, from repairs to information queries; 2. a timely feedback to the issues and question raised, including at the weekend / OOO - which is much appreciated and has made a real difference; and 3. demonstrating competence and a thorough understanding of the local logistical context and matters at hand at The Farthings.In our interactions, Mr Lewis demonstrated high professionalism throughout and not lastly, excellent human and communication qualities, which are important to the tenant especially when there is a change in Landlords.
Radu · 22 July 2024
Agent replied · 24 August 2024
Hello RaduThank you for taking the time to write such a wonderful review for our colleague, Tony. We're pleased to hear that you feel supported and confident that Tony will handle any concerns you may have promptly and efficiently; he'll be delighted with your feedback, and so are we.Best wishesTouchstone
★★★★★ 1/5
TrustpilotVery hard to be connected on the phone
Hesham · 5 August 2026
Agent replied · 24 September 2026
Hello Hesham,
Thank you for your feedback. We're sorry to hear about your experience and appreciate you bringing these issues to our attention.
We understand your concerns regarding contacting us and the handover process. We'd like the opportunity to look into this further and work towards a resolution. Please contact us by emailing feedback@touchstoneresi.co.uk with your tenancy address and detailing all ongoing issues, so we can investigate and assist you.
Kind regards,
Touchstone
★★★★★ 5/5
TrustpilotIan Giblin
Ian Giblin is our maintenance controller and has been absolutely fantastic from day one. He gets things sorted quickly and keeps us updated if there are any changes. He makes us feel confident that any issues will be handled swiftly and effectively. Thank you Ian.
Sarah · 31 October 2023
Agent replied · 11 June 2024
Hi SarahThank you for posting your review. We’re so pleased to see that you feel in safe hands with Ian. We appreciate all customer feedback but to receive such a hearty commendation of Ian’s work is wonderful, so thanks again. We’ll be sure to pass it on, it’ll make Ian’s day 😊.Best wishesTouchstone
★★★★★ 5/5
TrustpilotWe were tenants in a flat managed by…
We were tenants in a flat managed by Touchstone for two years, and were very happy with them! They cut no corners, and any issues we had in the flat (roaches, clogged sinks, etc.) were resolved quickly and thoroughly. There was always the feeling that they would do their best to help, and in spite of a few mixups with deposits/payments at times, everything worked out in the end. Thanks!!
Elle · 19 August 2020
Agent replied · 11 June 2024
Hi Ella,Thank you for taking to time to leave such a wonderful review about the service you have received whilst renting one of our properties. Your feedback is much appreciated.Kind regardsNatalie JamesTouchstone
★★★★★ 5/5
TrustpilotFlat rented at Pleasance
I enjoyed living in the apartment, the size and location (Pleasance) was great. The property manager Lyndsey was fantastic, very helpful and always responded very quickly and dealt with any issues very efficiently.
Liga · 20 August 2025
★★★★★ 5/5
TrustpilotThank you Tony Lewis for your attention…
Thank you Tony Lewis for your attention to detail and commitment to excellence are clearly reflected in your work, consistently delivering high - quality results.
Lou · 22 October 2024
Agent replied · 24 December 2024
Hi LouWow! Thank you for your glowing commendation of our colleague, Tony; he'll be chuffed with your kind words.Tony works hard to support his customers so it's great to see his hard work recognised; thank you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotExtremely disappointing and concerning…
Extremely disappointing and concerning experience with Touchstone and the handling of our move-in at 85 Fillenham Way.
Max · 24 May 2026
Agent replied · 6 June 2026
Hello Max
We’re very sorry to hear about your experience and the issues you encountered when moving into your property. This is not the standard we aim to provide, and we fully appreciate your concern and disappointment.
We would like to look into this urgently and work with you to resolve matters. Please contact us directly at feedback@touchstoneresi.co.uk with details of all outstanding issues, and we will ensure these are reviewed and addressed.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotRUBBISH SERVICE
Again, our macerator unit under the sink is leaking for the whole and I am reporting thousand times and nobody cares. I fed up with the rubbish service from your firm.
VIET · 23 September 2026
★★★★★ 5/5
TrustpilotBoiler repair
Issue raised was considered very needful and they have taken the action immediately. Alex Paradise is so approachable and always there in need. Thank you to the entire team who handled it on time.
Neethu · 13 May 2024
Agent replied · 11 June 2024
Hi NeethuThank you for leaving your review; we greatly appreciate it. We are happy to hear that Alex and the Team were able to arrange a quick repair for you😊. We appreciate your kind words about Alex as well; it's great to know that you feel supported if you need any repairs.Best wishesTouchstone
★★★★★ 1/5
TrustpilotIncompetent and unprofessional
This company is run by incompetent people with zero organisational skills or common sense. Not once have I received a letter from them where all the tenants names are spelt correctly, sometimes a tenant isn’t even addressed. I have made them aware of this issue and they haven’t bothered to fix it. How hard is it to spell names correctly when they’ve had ID sent over to them? It’s just unprofessional. We are a student home, and they have made the repossession of our home like a living hell, for 4 students trying to get through their final year of university they’ve put the weight of our previous landlords mistakes on our shoulders and had essentially 0 sympathy for our situation. Trying to get through to them and speak to someone who actually has answers is next to impossible, they don’t answer emails and bombard you with unnecessary home visits despite all safety certificates being in order and provided to them. I asked them to put a complaint through over the phone months ago and have never heard back in regards to it, if this company even is FCA regulated they're breaking basic standards. This company seem to be in the interest of damage control not damage prevention. Would have AVOIDED if possible!!!
Emma · 17 June 2024
Agent replied · 24 August 2024
Hello EmmaWe are sorry that a Fixed Charge Receiver was appointed over the property you rent. We understand that this can be a distressing and disruptive experience, however, there are certain processes that have to be followed and this may feel unfair. Would you kindly email us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - LPA with your property details and any questions that you would like us to address. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotI lived at a beautiful property managed…
I lived at a beautiful property managed by TS for five years and I they were great! Whenever I had a maintenance issue they would send someone within 2-3 days (even during the pandemic) and had the problem sorted there and then most times, or if needed to order parts they would come back, shortly afterwards. All the GB Maintenance guys (the company TS work with) were super nice and knowledgeable too. Same with all the admin queries, they handled them very promptly and efficiently. Alana, Pooja and Tom, who I dealt with most times were great! Thank you all. Tania
Tania · 7 June 2024
Agent replied · 13 June 2024
Hi TaniaWow! Thank you for posting such a lovely review. Receiving such positive feedback from a long-term customer makes it all the more satisfying. Thank you also for recognising the work of Alana, Pooja, and Tom. They strive to make property management as easy as possible for their customers, so your kind works will be greatly appreciated. Thanks too for your feedback on GB Maintenance; it's great to know that our panel contractors are ticking all the right boxes! We'll be sure to let them know. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHad a great experience with Touchstone
Had a great experience with Touchstone! Thanks to them, we were able to move into the new home with ease. Special shout out to Pooja Shetty for making this move so comfortable and quick!
GOWRI · 29 April 2024
Agent replied · 11 June 2024
Hi GowriWow! Thank you for sharing your experience with us; we appreciate your kind words. We are delighted to hear that our colleague Pooja was able to make your move into your new home as smooth as possible. She’ll be chuffed with your feedback, as are we!Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotGreat service
Alex went always above and beyond our expectstions. Very prompt and professional no matter what we were dealing with! I hope he is very well appreciated as those kind of people are core of the company and should be treasured like a gems!
Vera · 5 October 2023
Agent replied · 11 June 2024
Hi VeraWow! What a wonderful review for our colleague, Alex. Thank you. And for sharing your experience with us, we really appreciate it. You’re right, Alex is a gem! It’s wonderful to hear that our customers find him easy to deal with and professional, it shows that he puts customer service at the heart of everything that he does.Best wishes.Touchstone
★★★★★ 1/5
TrustpilotIf i could give negative stars
If i could give negative stars - i would. This company is run by MORONS that take your money and go have tea parties every other weekend with it. THIEVES - i moved out in march and they are REFUSING to return my deposit. They also OWE me the cost of a heater due to a non-working boiler when i moved in, in Jan 2023. DISGUSTING CUSTOMER SERVICE - DO NOT RENT WITH THIS COMPANY.Edit: Yes, my tenancy has legally ended so stfu!
Hannah · 21 May 2024
Agent replied · 11 June 2024
Hello HannahWe are sorry you feel aggrieved that we aren’t able to return your deposit but we are unable to do so until your tenancy is legally ended. As soon as the tenancy has ended, we will be in touch to discuss the deposit with you. In the meantime, if you need any further information on this, please call the team and they’ll be happy to update you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotIt's been a year and they have been…
It's been a year and they have been superb in maintenance requests, billing and general enquiries. Always up to date on their emails and their telephone updates on engineers or rebooking always was up to date and consistent. A special thank you to Emily and Alex from Touchstone for their service.
Jtan · 1 February 2023
Agent replied · 11 June 2024
Thank you JtanCustomer care is important to us, so we really appreciate your taking the time to leave your review. We’re delighted to read your comments about the service you have received over the past year from Emily & Alex and will gladly pass on your thanks to them.Kind regardsTouchstone
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