Touchstone Edinburgh reviews

★★★★★ 1/5

Trustpilot

Dreadful company rented 105 Kestrel Way…

Dreadful company rented 105 Kestrel Way Perth already have a tenant but trying to take a £405 CLEANING BILL for a dreadful experience once you get past the weed and the mcdonalds papers the flat has had many tenants so the carpets were threadbare. The windows was smashed so anyone could have entered my flat after eight weeks had to leave this doss hole as it caused me mental health issues. Please contact the deposit company as sort my deposit out as you already have a tenant.

Tom · 10 May 2023

★★★★★ 5/5

Trustpilot

Just superb and awesome

Very Well Managed. All documentations were perfectly managed and always available for future reference as well through a nicely designed app.Pooja Shetty from touch stone was very helpful and reverted back quickly for all our queries and gave us lot of confidence. This was our first experience of renting in a new country and it could not have been to any better. Thanks a lot.

Mukundan · 29 April 2024

★★★★★ 5/5

Trustpilot

Good experience with new tenancy agreement

Hannah was extremely helpful friendly and professional. She replied to all of our emails super quick. We are super happy with our experience with Touchstone so far.

Zsófia · 19 September 2023

★★★★★ 1/5

Trustpilot

Poor response to security

Renting an apartment managed by Touchstone residential.Found that someone is repeatedly sleeping in the stairwell of my building as security doors compromised despite multiple complaints about entrance doors not being properly secured and left open. Also had £50 worth of mail stolen and my car broken into in the "secure carpark" earlier in the year due to the same problem.The only action that has been taken is an occasional email circulated to tenants asking them to close doors behind them, taking days or weeks to fix broken security doors and putting a poorly functioning hinge on the carpark security door, which fails to cause the door to lock.The person sleeping in the stairwell is smoking in the building and could have mental health problems and may be confrontational to any tenants that may encounter them on the stairs.This is a serious security and fire hazzard and I am very disappointed to not receive any contact from this company and no attempted to clean up the mess left behind by the man sleeping in this building.

Chris · 27 April 2023

★★★★★ 5/5

Trustpilot

Helen made the process feel very…

Helen made the process feel very painless, with her quick and helpful replies!

Lucy · 27 June 2024

★★★★★ 1/5

Trustpilot

Left us without a fridge freezer for 2…

Left us without a fridge freezer for 2 months, let us get locked in the building for hours without sending a locksmith and upon move out tried to charge us £240 arrears that had already been resolved with Safe Deposit Scotland. Horrible company, slow responses and do not care about their tenants. Do not rent from them.

Jess · 2 September 2024

★★★★★ 1/5

Google

Been left unable to wash due to a plumbing issues for several days, on each of the several times I have phoned the office (when I was lucky enough to even have my call answered) it was apparent that nobody knew what was going on. I’ve been told to wait in each day, only for nobody to show up to resolve the issue. Only interested in receiving money and not in maintaining their properties. Avoid!!

Sarah · 27 August 2023

★★★★★ 2/5

Trustpilot

Not satisfied with Touchstone and LetAlliance

We are meant to rent a new property let and maintained by touchstone but ever since we started doing the referecing procedure we are nowhere to improve or get close. Touchstone works with LetAlliance which do not fulfill their tasks - it's already 9 days in the loot and we haven't even got close to anything. I am currently paying extra for a hotel also a storage service as of this lack of incompitance.

Tomislav · 16 September 2023

★★★★★ 1/5

Trustpilot

AVOID AT ALL COST! WORST CUSTOMER SERVICE EVER!

I have had several issue with leaks and maintainable that touchstone have ignored, their customer services is the worst ever, they don’t pick up the phone and they do not care about anything part from their rent. I cannot get into my flat because the door is faulty, it’s I have been locked outside since last night, called out of hours last night who didn’t bother contacting a locksmith, and this morning no one is picking up the phone. WORST COMPANY EVER! AVOID THEM AT ALL COSTS!

James · 30 March 2023

★★★★★ 5/5

Trustpilot

Good

Good, responsive and easy to get information (just moved in)

Svetlana · 17 February 2026

★★★★★ 1/5

Trustpilot

Moved into property 30th November 2022…

Moved into property 30th November 2022 and raised a number of issues around bath and shower. Not been addressed and had water leaking from kitchen ceiling for weeks and no one has come to sort. Cannot use bathroom or kitchen properly and turn water off for long periods. Repeated chasers and promises broken. Had to get the local authority involved to enforce repairs and seek compensation. Still not fixed as of end of March so 4 months! Your reply is dishonest too. No one has been in contact and you are sending someone tomorrow to quote for the work only!

Andrew · 28 March 2023

★★★★★ 4/5

Trustpilot

Very good communication and services

Very good communication via email or app, maintenance issues for tenants get sorted promptly and to a high standard. Professionally managed tenancy agreements. Happy with overall service provided.

Emily · 3 September 2025

★★★★★ 5/5

Trustpilot

Karen was very helpful and assisted me…

Karen was very helpful and assisted me at every step.

Zakari · 31 July 2024

★★★★★ 1/5

Trustpilot

This company is a joke!

This company is a joke!! Been telling them since way before Christmas that the roof needs fixing, after months of not getting anywhere I spoke to the council. This so called company then tell me a roofer will come have a look, they also told the roofer if it needed fixing to do the cheapest possible fix just to shut the tenants up!! (Very unprofessional) This company was informed a new roof was needed yet I’m still waiting. Also the gas boiler was due it’s check to which he condemned the boiler as it was broke and said the flue in the roof needs fixing (this was over 2 weeks ago) and according to this company that’s a lie we just need a new boiler but yet again I’m still waiting for one and it’s not exactly warm weather!!!

Catherine · 8 March 2023

★★★★★ 1/5

Trustpilot

It was a great welcome package they…

It was a great welcome package they offered (sarcasm loading).

Seba · 10 February 2026

★★★★★ 1/5

Trustpilot

EVIL LIARS - NO HEATING & HOT WATER FOR A YEAR

If I had one word to describe the people at this company it would be MONSTERS

Aaron · 16 December 2025

★★★★★ 1/5

Trustpilot

I seldom take time out of my day to…

I seldom take time out of my day to write reviews of this nature (I consider it better to simply take my business elsewhere), but I'm posting this as a warning to others. Touchstone really are dreadful. If you're looking for a property and you find one purportedly managed by Touchstone, keep looking. They have shown total disinterest in a maintenance issue I'd flagged weeks ago (not so much as the courtesy of a response, despite my sending a follow-up request), and the common parts of the development are in an appalling condition. Today, our oven door exploded all over my wife's feet, leaving shards of glass embedded in her clothing. I called their maintenance line, and was told we'd have to wait until next week before anything is done. Our not having a means of cooking food is not, it would seem, a priority for Touchstone. Do yourself a favour and stay clear.

Gordon · 11 February 2023

★★★★★ 5/5

Trustpilot

Hannah was very patient and always…

Hannah was very patient and always responded to our emails in a timely manner. We appreciate all of her hard work and commitment to the process.

Sh · 3 August 2023

★★★★★ 1/5

Trustpilot

Awful service

Awful service. Rented for 3 years. Moved in with the gas cut off so I had no heating or hot water for 3 days in Winter. Pre payment meters had been put in and had to put on £100 to get any credit as the last tenant had left it on debt. I had to arrange to get them changed. Internet connection had been removed I had to get them in to replace. No bins which I had to pay for to get and took me weeks to get the money back. Front door lock went and I was locked in. took a week for them to arrange to be changed so no safe access to the house. They removed a beautiful hedge and bush from the front garden without telling me they were doing it. They send threatening emails I.e. if you don’t allow access your will be in breach of contract. If you don’t get this done by this date etc etc. Gave notice in December 22 and had no acknowledgment of the email or accepting the notice period. The only way I found out they accepted was the estate agent calling for access for viewing 2 days before Christmas. They then expected me to hand them a key before I moved out to allow viewings. I had one email with a list of things I had to do including giving them all my utility account numbers and to put the utilities in their name eh no!!! That’s your job.Then charged me outrageous amounts from my deposit for defects. Like a mark on the wall. For not cutting the grass when we had rain all that week of moving out and ice the week before that. They Refuse to talk on the phone and will only email for audit trail but they don’t reply to this either. I am exhausted from the hassle they have given me so just want my money back. Again I have had to chase and still not received. They do not care about the people living there just the money. As soon as I gave notice they increased the rent by £300 a month. This property is not worth it. Avoid at all costs. Wish I had read the reviews before moving in. They seem to have lost the human touch.

Debbie · 3 February 2023

★★★★★ 5/5

Trustpilot

I received immediate help in a very…

I received immediate help in a very crisis situation

Natalia · 10 February 2026

★★★★★ 5/5

Trustpilot

Very friendly team and professional

Very friendly team and professional, would highly recommend for renters to use touchstone / picture living. Kept upto date with issues and problems resolved straight away

Mr · 5 September 2025

★★★★★ 1/5

Trustpilot

avoid like the plague !!

avoid like the plague !!! unhelpful, rude, uninterested, lack of knowledge staff never willing to help aslong as you pay rent your rent and dont complain about anything your ok !!if you do however raise any issues such as maintenance you have more chance of extracting blood from a stone as they are completely unwilling to help in any way other than just give your a poor excuse and tell you they will chase this up but then when you do finally speak to someone they then continue to lie saying they have tried to call you multiple and via email when this is not the case at all. anyone reading this should strongly reconsider renting with these absolute cowboys

Luke · 12 January 2023

★★★★★ 1/5

Trustpilot

Bad checkout experience

Rented for 2 years from Touchstone/Dolphin. Everything with fine expect for the heating they can’t fix for a while.But the move out went pretty bad: chased them to acknowledge the notice, delays and mistakes along the process, trivial replies took at least 2 days, tried to claim replacement of furniture that agreed to be disposed earlier, deposit release took 1.5 months so far and not finished yet, meticulous checkout claiming every minor thing they should have fixed if I had reported, total ignorance of the feedback team, overpriced handyman costs

Konstantin · 10 January 2023

★★★★★ 1/5

Trustpilot

We have been having issues with…

We have been having issues with Touchstone since the day we moved in. Property manager is absolutely awful, never answers phone calls, emails, customer portal queries, nothing. Receptionists are extremely rude, calls put through only to reach a voicemail every single time, not that they ever return your call. The amount of undue stress we have been through due to their incompetence is insane.

Grace · 27 February 2024