Touchstone Edinburgh reviews

★★★★★ 5/5

Trustpilot

Customer Service

On the few occasions I have spoken to Touchstone for general enquiries, I am sure to reach out to Sophie McLennan who is incredibly efficient and helpful. Questions are understood and swiftly responsed to.

Emily · 3 September 2025

★★★★★ 5/5

Google

Touchstone is a great agency with people who enjoy what they do and always go out of their way to help. I rented two properties from them, and each time had no issues with the service, rather the opposite, it has always been top notch. Would highly recommend. Thank you Julie, Rebecca, Lindsay and the Team.

Daniela · 10 June 2020

★★★★★ 1/5

Trustpilot

They should learned how to deal with…

They should learned how to deal with their clients and then to start to do their job better,

Liviu · 21 September 2026

★★★★★ 1/5

Trustpilot

Money grabbers who provide shoddy housing

Renting a property for 2 years, we have kept the house in good condition, were honest about pets, accepted the fact that they couldn't be bothered to repaint numbers on the parking spaces, so one house has 3 spaces and our house has one meaning I have to pay a higher premium insurance as it's parked on the road, first year rent increase was £50, this year it's a massive leap at £200 a month increase. What's it going to be next year? The houses are ex MOD refurbs & both doors swell in the heat & we struggle to open & close them, the builders didn't bother to remove all the rubbish on the the underlay so we have bumps and uneven floor/carpet, the ceilings are cracking, amoungst other things, but we put up with all of that because the cost of rent wasn't that high, but now we are expected to pay extra a month for a building thats barely been put back together. Oh and if you try to explain any of this your basically told if you don't like it get out. How very helpful. I would avoid these money grabbers at all cost.

Mimi · 3 September 2023

★★★★★ 5/5

Trustpilot

Professional and communicate in a timely manner.

Touchstone have been really supportive and open to discussing issues. Staff are professional and communicate in a timely manner. Unlike other agencies, touchstone happily carry out essential repairs and maintenance without making tenants feel like a burden. Sonia was extremely helpful with the moving out process. Thank you

Tracey · 17 January 2022

★★★★★ 1/5

Trustpilot

Impending Section 21 Notice

I'm afraid to say that my experience with Touchstone was/is anything but positive, as they're about to serve me a Section 21 notice solely for paying rent below the market value for my area. This was set by my landlord beforehand and was never increased by Touchstone themselves.The background is as follows. Back in March 2023, my flat went into receivership because my landlord procrastinated with securing a replacement mortgage after the previous one came to an end. Touchstone were appointed as the receivers and their letters and e-mails were really unpleasant towards me (threatening me with court proceedings/changing the locks, etc). I did everything that they asked me to do and when it transpired that the rent I was paying wasn't enough for a flat in my area, they sent an e-mail about their intention to serve a Section 21 notice on me solely for that reason. I'd pay them the going rate if I could, but I'm on benefits and can't afford to do this. I'm also long-term unemployed and suffer from Asperger's Syndrome. They're aware of this, but I was still treated like rubbish just the same.I want to stay where I am now and don't want to move, but I think it's too late for this to happen now. I'm not hopeful about finding anywhere else to live, as every property is too expensive and there's next to nothing within my LHA.

David · 24 August 2023

★★★★★ 1/5

Google

Literally impossible to get any assistance with issues in the building or our flat. Have had to make complaints just to get the smallest thing done and it always takes months. Absolutely no care at all from them, but they’re happy to increase the rent!!

Rach · 16 April 2025

★★★★★ 1/5

Trustpilot

Exploitative company, poor deposit process

Seems to be a recurring theme with other reviews left on here, but this company do not follow a proper process for returning deposits. They try to extract as much of your deposit as possible and are not transparent in what 'damages' your deposit is being used for. They're very exploitative and not helpful when you ask for their reasoning (even though it's their responsibility to be clear on what your money is being used for). Recommend avoiding this company.

Anon · 3 August 2023

★★★★★ 5/5

Trustpilot

GO FOR IT! AMAZING

I have nothing but fantastic words to say, this company is absolutely fabulous, they are very quick.Any issues get sorted very very quick. Our housing manager Pooja is just superb. 100% recommend

Terri · 20 July 2023

★★★★★ 1/5

Trustpilot

The worst company ever they will fix…

The worst company ever they will fix what they want to fix and ignore anything that doesn't suit them. They increase your rent every 12 months even if you're sitting in mould- ombudsman and environmental health have already been involved and they are now involved again. Don't think you'll ever get a proper response from an email either... all the staff their need training please avoid if you are a landlord or a tenant.

Consumer · 9 December 2023

★★★★★ 1/5

Google

I was a tenant for several years with Touchstone. The person who was my property manager moved roles and I was provided with no replacement contact despite following up and asking. And then a tenant of Touchstone who lived above me and was …

Bassistcz · 16 April 2025

★★★★★ 5/5

Trustpilot

Would recommend.

Can’t fault them. My process was smooth. Lychanda & Sonia were perfect when I needed help checking out. During my tenancy I had no issue. Michelle who was my maintenance controller handled everything accordingly.

Toni · 27 April 2023

★★★★★ 2/5

Trustpilot

Be warned!

Something has changed at Touchstone...and not for the better. We were tenants in one of their properties for 18 years. For the majority of that time, they were generally competent, although the seemingly high turnover of staff often meant that we couldn’t deal with the same person more than a couple of times. I must point out that the finance/payments dept were always very helpful.However, when it came to repairs and contractors, things were always substandard. Missed appointments...work done badly...lies...you name it!We started to suspect that they were up to something when we were informed that they were, out of the blue, installing a new gas boiler. When the contractors fitted this, they had been instructed to remove the gas fire from the living room, leaving us with no heating in our main room. We had to pressure Touchstone in to installing an electric fire. This fire was the absolute cheapest B&Q unit, with known faults in the reviews. Naturally, it didn’t work. We reported it endlessly to touchstone and were met with excuses, delays, and empty promises...resulting in us spending all of the coldest winter with no source of warmth in the living room. Christmas dinner involved wearing coats, hats, and gloves! I should point out that my wife is disabled and cold weather exasperates her pain. Further, the lack of heating prompted the damp and mild that we’d always struggled to keep at bay. After all of our complaints, we were told that Touchstone would be selling the property (which explained the new boiler!!) and that we would be served a Section 28 “at some point on the near future”. We vacated in March, (the fire still hadn’t been fixed by then), and to date have still had no communication regarding this situation despite being asked directly for an explanation, apology, or recompense.Be warned!

Pip · 24 June 2023

★★★★★ 5/5

Trustpilot

Great communication and assistance

Communication with Alex is always great, response times are as you'd expect them to be.He always tries to assist as well as he can which is greatly appreciated.

Jack · 5 October 2023

★★★★★ 1/5

Trustpilot

AVOID by all means posable the worst…

AVOID by all means posable the worst and most people iv ever had to deal with I wish I could give less than one star don’t answer phone calls won’t answer email rude and pass you from pilar to post any think to not have to deal with you I was left with black mild damp and no heating for 4 month and they couldn’t care less and always have a answer for someThing and we won’t go into the hassle of leavening them and no Mayer who you speak to there doesn't seem to be and actual manger you can speak to in this place the worse company iv ever had to deal with period!!!

Iain · 16 June 2023

★★★★★ 5/5

Trustpilot

I am very happy with the service I have…

I am very happy with the service I have received from this company, they have been very helpful and give a great professional service. I've dealt with Alex Paradise and Emily Pilling mainly and they've been brilliant. Thank you very much.

Stefanie · 4 August 2022

★★★★★ 1/5

Trustpilot

I could not give even one star

I could not give even one star! All reviews absolutely correct! No response whatsoever, I never ever met in my life so unprofessional people! Only one department works absolutely spot on if you have payment issue they would ring you or email even after working hours. Contractors absolutely joke, I felt insulted of unprofessionalism after three attempts to fix a problem,which one been still not resolved… main sentence off all staff I will chaise the problem and call you back in the next half hour… yes weeks after no one even responded to issue. I think you should be ashamed to call your self management company, because you can not manage sh**t.

Nele · 12 June 2023

★★★★★ 1/5

Google

This company needs a thorough shake up given the very poor attitude and complete lack of communication from Chris Blair associate director who is also incapable of correctly completing paperwork, I also had 5 housing managers in 6 months, rent increase sent to me 9 days after moving in (sent 3 days before Xmas) with a form that clearly stated that rent cannot be increased within 12 months of the last increase which THEY dated 13/12/2021 sadly facts don’t matter in this situation and I was forced to pay the higher rent when moving out as the minor arrears were withheld by safe deposit Scotland, they also never even informed me of any rent arrears despite their system showing a shortage as a result of the proposed rent increase (which I objected to at the time in writing using the attached form) so was not even aware of any rent arrears until I handed in my 30 days notice, sorry but a very poorly run organisation and one that needs a major shake up in this day and age.

Gavin · 10 June 2023

★★★★★ 1/5

Google

My first dealings with this agency. Tried to apply for a flat but my application was rejected based on the fact that "someone else needed it more." First time I hear this to be honest, isn't that government's job? Normally it is first come first serve, you don't see people buying a house based on an agency deciding on "who needs it more." Dealing with them on the phone is frustrating, no one even tries to sympathise. I was even told "you can't always win," really? How does one decide on who needs a house more, do you know my personal circumstances? Silly policies and frustrating to deal with.

Diana · 10 June 2023

★★★★★ 2/5

Google

People are polite and kind but it doesn't help when your issue is sent from one sub-company to the other until you literally have to call 3 numbers every second day for two weeks to get a thing like internet connection resolved despite the property being advertised as connected already. New developments are cheap made (materials and works alike), many things like entry doors and windows devastated from the very beginning. Offices closed during coronavirus despite most of office work could be done from home, automated response to wait up to a week for the response! Of course, rent payment line is 24/7. Terrible service, such a shame there aren't enough mid market rents in Edinburgh to choose from and they basically have monopoly over the market. Update: I've been renting from you for over 2 years, my flat is not on the dropdown list to report issues and when called, you refer me to online service.

W · 10 June 2023

★★★★★ 5/5

Trustpilot

Our point of contact Alex Paradise is…

Our point of contact Alex Paradise is both thorough and professional. Queries are always responded to without delay and a 5 star service is always received. Absolutely no complaints.

Aydan · 18 August 2023

★★★★★ 1/5

Trustpilot

DO NOT USE THIS COMPANY!!!!!

Absolutely awful company!! None responds to any emails, so many people have left and we only rented the property for 6 months and we had about 7 different agents and all don’t know what they are doing!!!Asked for our deposit back and they took away £400 for deep cleaning carpets which were awful when we moved in when I emailed asking to discuss this none bothered to reply or ring me back after so many phone calls and emails still no reply!! Got half our deposit back a month later!!! DO NOT USE THIS COMPANY!!!!

Bridget · 25 May 2023

★★★★★ 2/5

Trustpilot

Health and safety risks

-Disorganised and chaotic-They use stalling techniques for maintenance issues, then close issues on their system without actually resolving them- their properties are not quality inspected and rented out with significant health and safety risks- they don’t know or follow their own tenancy agreementsI have already complained to our property manager several times and nothing has improved.

Jennie · 6 October 2024

★★★★★ 5/5

Trustpilot

Excellent Service

My personal experience with Touchstone as a tenant since more than 10 months is 'excellent'. I would like to thank & appreciate Coco Blunos for her extremely good customer service since last 10 months for us as a Customer Adviser/Property Manager. I found her very professional and helpful always when we reach her for a query or advise or issue. To share an instance, when I was reached Coco in absence of her colleagues during Easter regarding an issue due to sudden water leakage in my property from upstairs, she was very well managed & immediately within few minutes she was arranged maintenance personnel. The issue was fixed in couple/few hours. Her quick understanding & help is much appreciated.I wish Coco all the best & keep up the excellent service in future too.

Umesha · 15 May 2023