Trusted Agent profile · Brighton
★★★★★
490 reviews across 1 platform
21 Pelham Street, Brighton, BN1 4FA
Touchstone CPS's office in Brighton, at 21 Pelham Street, is rated 3.3 out of 5 across 490 reviews on 1 platform.
Every review we hold for the Brighton office, from every platform, shown as written. First names only.
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.
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.
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.
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.
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!!!
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
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!
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!
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!
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.
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
1/5
TrustpilotAVOID AVOID AVOID
I wish it was possible to give 0 stars because Touchstone CPS don’t deserve even 1 star.
Hello Jeremiah Thank you for sharing your feedback. We’re very sorry to hear about the ongoing issues with the shower leak and the delays in resolving this for you. That’s not the level of service we aim to provide. If this repair is still outstanding, please email feedback@touchstoneresi.co.uk with your property address and all outstanding repairs, so that we can assist you. Kind regards Touchstone
5/5
TrustpilotI rarely provide feedback
I rarely provide feedback, but I feel it is important to highlight the outstanding service provided by Tony Lewis from the maintenance team. His professionalism, responsiveness, and efficiency are exemplary. Tony consistently addresses requests promptly, communicates effectively, and completes tasks to a high standard. His dedication and expertise are highly valued, and he is a tremendous asset to your team. Keep up the excellent work, Tony.
Hi PraisyWow! Thank you so much for taking the time to share your experience with our colleague Tony, as well as your kind words; he'll be delighted. It's important to Tony to do all that he can for his customers, so it's great for us to see our customers consistently posting such wonderful feedback highlighting his excellent work.Best wishes for the Christmas holidays.Kind regardsTouchstone
5/5
TrustpilotGreat experience with maintenance…
Great experience with maintenance issues that needed to be rectified in my parents apartment. Communication from Dean in the London team was exceptional, fully updated me with work needed and the process involved, advice given on what to expect with works needed was very detailed, and i was able to communicate this back to my parents with ease. I can’t rate Dean highly enough, and i am very pleased with the ease of working with him for a solution to the ongoing problem that has now been rectified since he took over maintenance on our block. My faith in touchstone to do the right thing has been restored.
5/5
Trustpilot5 star ***** Quality Customer Service *****
I made a call today to request some advice and assistance and my call was answered incredibly swiftly by Charlotte, a very helpful Property Manager who not only solved my query instantly, she went above and beyond with great advice and a follow up confirmation email covering everything. I wish all companies had staff like this, I do hope Charlotte's bosses are aware of how much of a credit she is to their business.
5/5
TrustpilotTouchstone is really professional
Touchstone is really professional. Our dealings were with Pooja Shetty. She is an amazing person. Very quick with her responses. Never had to wait or send her a reminder. Pooja made our life very easier during our rental period. Excellent service. Really happy.
Hi TreesaIt’s wonderful when we receive such positive feedback from our customers, so thank you. Thanks too for your glowing commendation of our colleague Pooja and the service she has provided to you. We really appreciate customer feedback. and Pooja will be delighted to read your comments. Best wishes to you.Kind regardsTouchstone
1/5
TrustpilotUpdate from my review dated 1st March…
Update from my review dated 1st March 2024. 6 and a half months and still waiting for the issues to be resolved. Electrician attended in March and advised smoke alarms not connected to the mains. Lounge light needs replacing. Problems fixed....nooooooo!!! Roof leaking, water running down the walls. Roofer attended in March. Has the issue been fixed.....nooooooo!!! I'm now growing my own mushrooms on my wall. I fully understand Touchstone inherited the property but they have been taking rent since last September and done absolutely nothing. Other than apologies for not fixing the issues and promises to get things sorted, nothing has been done. In the meantime I'm sleeping in a damp bedroom. Fingers crossed there will be no health implications to the mould growing. Maybe legal advice will be my next option.
Hello IanWe apologise that the works have not yet been completed; we're aware you understand that these are inherited issues we are trying to resolve. We are looking to instruct the roof works as quickly as we can and also any internal remedial work. We appreciate this is frustrating and the Property Manager has been asked to reach out to you directly so that you are receiving regular communications and updates. Best wishesTouchstone
5/5
Trustpilot5 Star Service
My wife and I recently moved into a new build and were tasked with submitting a snag list to Charlotte at Touchstone, for her to liaise with the Property Developer to action. What can we say, Charlotte delivered on all issues raised, with a faulty smoke alarm being repaired within 2 hours of reporting it. Nothing is too much trouble for her and she even contacts us for updates on the progress of the jobs we have reported, to make sure they have all been addressed. It is extremely rare today to find anyone who delivers on customer service so it is so refreshing to deal with someone who goes the extra mile and delivers on everything you raise. I would thoroughly recommend Touchstone, and Charlotte in particular, to anyone.
Hi IanThank you for sharing your experience with us, we really appreciate it.Moving into a new build home can throw up some unexpected challenges, so we’re delighted to see that in liaising with the developer, Charlotte resolved these issues and, in the process, exceeded your expectations. Charlotte really does work hard to ensure that everything is as smooth as possible for her customers, so she’ll be delighted with your feedback. Thank you.Best wishesTouchstone
1/5
TrustpilotWould not recommend ever!!
Would not recommend ever renting with this company. Impossible to get in touch with them, and they do not care to help with any maintenance or issues in the building. Have to harass them over and over and still get no reply. We’ve been in this flat for 3 years and have had FOUR property managers, they obviously can’t keep anyone. But they’re happy to put our rent up by ridiculous amounts.
Hello RachelThank you for your feedback. We're sorry that you have been experiencing issues with your building. We understand that a colleague has been in contact with you today, if this is not the case then please feel free to contact us at feedback@touchstoneresi.co.uk using the ref: Google noting any outstanding matters. Hopefully our colleagues in the Edinburgh office will be able to assist you with any outstanding issues. Kind regardsTouchstone
1/5
TrustpilotNon existent Housing Officer (Chris…
Non existent Housing Officer (Chris John) does not reply to emails, voicemails or answers his phone. Permanently on Annual leave or "Training". Mould, condensation and charging for upkeep of communal area that looks like a mud track. Have had Council out in regards to issues as i cant get a response from anyone in this Company. No doubt have the audacity to send a Rent increase! Anti Social behaviour from Tenants told to contact Police, they dont come out for noise complaints or Neighbour disputes!! Council are very clear this is Landlords responsibilty.
Update: We are disappointed not to have received a follow-up to our request for further information via Trustpilot. If you would prefer, please contact us at feedback@touchstoneresi.co.uk with your property details and any outstanding matters, so that we can investigate further for you. Thank you.--------------------------------------------------------------------HelloThank you for your feedback. We are very sorry that you have been experiencing some difficulties contacting us recently.We are unable to locate your account from the information in this review without further details. So at your earliest convenience, please could you provide us with some more details with the link that's been emailed to you from Trustpilot?Once we receive further details, we can put you in touch with the correct team. Thank you.We look forward to hearing from you.Kind regardsTouchstone
5/5
Trustpilot5* experience from start to end
5* experience from start to end. Hannah was exceptional in keeping me informed and updated throughout the process. Genuinely grateful for such a seamless process, thank you.
Hi ChloeWow! We are touched by your 5* commendation, thank you.We are happy to hear that our colleague, Hannah, was able to make the move-in process as seamless as possible by keeping you informed throughout. Hannah will be delighted with your feedback, and so are we! Best wishes to you in your new home.Kind regardsTouchstone
1/5
Trustpilot12 days without heating/hot water
12 days without heating/hot water this month and they either are too incompetent to get a boiler fixed, or too cheap to get it fixed properly. I wouldn't know which because they don't reply to emails nor answer calls. The most communication we get from them is "it's someone else's fault". Great when your landlord/management agency take huge sums from you just to point the finger and fail to do the most basic requirements of their role.Run a mile if you see their name near your tenancy.
Hello RoseWe are very sorry for the inconvenience caused by this issue. We'd like to investigate this further, so we've sent you a direct message via Trustpilot to request some more details from you. Please reply to the Trustpilot link with your full name and address for your tenancy. Once we receive this information, we can look into this matter for you and get back to you.Kind regardsTouchstone
1/5
TrustpilotAvoid if you value clear communication, competent administration, or a smooth end-of-tenancy process.
My experience with Touchstone was extremely disappointing from start to finish.
Hello Jennie Thank you for your feedback. We’re very sorry to hear about your experience and appreciate you bringing these concerns to our attention. We regret the issues you encountered with communication, the handling of your deposit claim, and delays in progressing the TDS dispute. This is not the standard of service we aim to provide, and we apologise for the inconvenience caused. Your comments have been noted and are being used to review and improve our processes to ensure clearer communication and more efficient handling moving forward. While we’re pleased the matter was ultimately resolved, we recognise the time and effort required on your part should not have been necessary. Kind regards Touchstone
4/5
TrustpilotQuick Response
Quick Response, Good Staff.Special thanks to Pooja for all help and support. She is very helpful and caters to all needs and suggests the appropriate help.
Hello AnjanaWe really appreciate you taking the time to acknowledge the help our colleague Pooja provided you with recently; thank you. We are happy to hear that Pooja has been helpful and responsive when called upon; Pooja will be thrilled to hear your comments, as are we 😊.Best wishesTouchstone
1/5
TrustpilotNo heating or hot water for 12 days. Shut them down!
My daughter and her husband were given 2 months notice to evict - they were law abiding tenants, never missed a single months payment. It’s not this issue as much which has left me reeling with outrage at this despicable company! They left my daughter without heating or hot water for 12 days! They ignored emails and phone calls and when they did bother to speak to them, made endless excuses for why the boiler had not been mended. The engineer turned up 2 days before they moved out - the job took five minutes. The stress this terrible company put my daughter and son in law through is appalling. I seriously think they should not be allowed to operate in the housing market and should have their licence revoked. They are an insult to this country and belong in the Victorian era. They are without morals or values. They should be shut down. My daughter and son in law were renting in Newcastle.
Hello Firstly, we are very sorry to see that your daughter experienced issues with her heating/hot water just before she vacated and apologise for any inconvenience that this caused. As your daughter has now vacated, we’ll understand if we don’t hear from you but we would like to look into this matter, so we’ve sent you a direct message via Trustpilot to acquire some more details. Please could you respond to the direct message request with your daughter’s name and address for the tenancy. Once we have this information we can investigate what happened and review our processes accordingly. Kind regardsTouchstone
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.
Touchstone CPS's Brighton office has 490 reviews across 1 platform: 490 on Trustpilot (across the whole business).
Touchstone CPS Brighton is rated 3.3 out of 5 across all 490 reviews.
Touchstone CPS Brighton, 21 Pelham Street, Brighton, BN1 4FA.
