Touchstone Edinburgh reviews

★★★★★ 3/5

Trustpilot

-4 but having no heat isn't an emergency

I've been renting a house from them for more than 6 years. On Friday evening the boiler stopped working in the middle of a very bad cold snap with temperatures below -4 at night. I called on Saturday as the house was getting really cold, we had a bad night and obviously can't shower. They said on the phone, after keeping me waiting for more than 20m that they couldn't raise this as an emergency and I should be waiting until Monday at 9am. I understand they need to prioritize vulnerable people but not being willing to get our boiler sorted for more than 48h in the middle of a freezing cold makes me think they are just stingy as a company to whom we've been loyal customers for more than half a decade.Until now everything has been mostly ok but this incident makes me very sad.Update - Even though I consider this to be bad practice I think it's only fair to balance it against all my previous experience and their quickness to reply here and privately on Monday. So adjusting the the star score accordingly.

Victor · 20 December 2022

★★★★★ 5/5

Trustpilot

Couldn’t fault touchstone

Couldn’t fault touchstone. Any issue I had was sorted straight away with no issues. Thank you to Coco for your help and support throughout my tenancy!

· 19 June 2023

★★★★★ 1/5

Google

Extremely poor letting agency. Just moved out of a property in Edinburgh that myself and my partner had rented for over 2 years. We loved the flat (despite the cleaning we had to do when we …

Catherine · 16 April 2025

★★★★★ 3/5

Trustpilot

Okayish experience

They advertised new build properties in mickleover as available now for renting when they weren't until a month later due to needing gas certification or some work done. Very unethical if you ask me. People who have jobs and needed to move in urgently like us from different regions in the country applied. Loss of earnings and a poor first impression with your employer is what we've gained really. I'm very unhappy with my experience. We have been waiting for a month now. I have now seen the trustpilot page and I am consequently not surprised at all.I will update my review with how the rest of the experience goes.Update: Was eventually able to move in. As it is a new build, problems sometimes arise. I reported a leaky shower box for a few weeks now with no response (which leaked to the ceilings). I stopped using the shower box but others may not.On a positive note, the customer service team is very polite and pleasant to deal with.

Y · 25 November 2022

★★★★★ 5/5

Trustpilot

Good customer service is rare these days

Allison could not have been more helpful with my queries. She would answer emails at all time of the day or evening. She has outstanding customer service skills and should be commended for those. She is a pleasure to do business with putting the customer at ease and treating me like a person and not just another number. Look after her she's a keeper.Kind regards Lois Owen

Mrs · 5 December 2023

★★★★★ 5/5

Trustpilot

Great customer service

The staff at Touchstone are always so helpful! Every time I have reported something wrong someone has been in touch the very next day and my issue gets resolved within the week! They are always so professional and helpful. This is my first time renting and I have nothing but praise! So thankful for everything they do for us.

Maraim · 19 May 2024

★★★★★ 5/5

Trustpilot

Locked out of my home

I unluckily had my key snap in the lock . I would like to thank touchstone absolutely brilliant sent a locksmith in just over an hour . Locksmith was a lovely helpful man so I’d like to say 100% brilliant thank you so much

Andy · 29 January 2021

★★★★★ 5/5

Trustpilot

Touchstone is one of the best property managmeent company

Touchstone has been awesome since i have been using their services ,i will gladly recommend them to anyone.Thanks Coco ,thomas and the rest of the teams for the excellent service so far .

Olaitan · 11 October 2022

★★★★★ 5/5

Google

Touchstone has been nothing but helpful and supportive, any issues have been dealt with quickly and with ease, since I have moved in to my flat.

S · 16 August 2025

★★★★★ 1/5

Trustpilot

Touchstone Avoid avoid avoid!

Avoid avoid avoid!! If you can go elsewhere don’t waste your time and money!!!Wouldn’t even give 1 star for this company. They are an awful organisation very unorganised and do not care about anyone. They change property mangers like the weather and trying to get a hold of one is next to impossible if a problem ever arises. Reported various things about my rented property, one of them a heath and safety issue, even then nothing ever gets done or it takes months on end to get something eventually done, even then every job is rushed and half arsed! Be better off doing it myself. They are a joke!!

Consumer · 11 November 2022

★★★★★ 1/5

Trustpilot

Horrible rent management

Horrible rent management. They never fixed the issue with heating in our house for a year and half. We threatened them to report to council but kept stalling. We moved out eventually because council obviously weren’t able to do much about it in the end. Horrible property management. Run away from their rentals if you find yourself deciding to move into their property.

Yohan · 22 February 2024

★★★★★ 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.

G · 24 October 2022

★★★★★ 1/5

Google

DO NOT RENT FROM THEM! Lazy, uninterested and incompetent staff. Substandard repairs and dodgy maintenance contractors. Never respond to emails. Money robbing. Unjustified rent increases every year! They do not care about their tenant. Nothing but stress from issues with leaks from sinks and bath. Overpriced and inadequate flats with terrible soundproofing. DO NOT WASTE YOUR TIME!

Embee · 10 June 2024

★★★★★ 1/5

Trustpilot

Awful from start to finish

Awful customer service and unanswered emails. My original complaint was escalated to a senior manager. I was offered a goodwill gesture several months ago, due to the issues faced whilst at your property. However, I am no closer to receiving this. The property itself had numerous issues including a leak in the second bedroom, which was not resolved whilst at the property. The amount offered doesn't actually cover the time wasted nor inconvenience, but to draw this matter to a close I was happy to accept it. My experience with this company echos so many others, and I wish I had read these reviews before wasting my time with this organisation.

Shan · 12 October 2022

★★★★★ 5/5

Trustpilot

Very Helpful and Reassuring

Our experience wasn't so stress free to begin with but Hannah made sure that everything was sorted in the end. She was very reassuring

Kayla · 30 June 2023

★★★★★ 1/5

Trustpilot

I have had nothing but bad customer…

I have had nothing but bad customer service from this managing company, maintenance works are delayed constantly to the point if I want anything done I have to go to environmental health. The ombudsman awarded me compensation and are now being difficult awarding me this.In response to your reply this platform is to discuss my views and experiences. I can confirm that maintenance issues are not being dealt with and I am in right to opinion and my experience that I have received.

Consumer · 4 October 2022

★★★★★ 5/5

Trustpilot

Ian at Touchstone

Ian at Touchstone has helped us through a few issues with our rental. Always prompt and quick to solve our problems without issue, we have enjoyed the time in our old (slightly leaky) home.We'll be sad to see him go as our building controller and wish him luck in his next venture, where he will be highly sought after!

Joseph · 22 April 2024

★★★★★ 1/5

Trustpilot

Unorganised company

This whole experience has been very stressful, they advertise a place two months before is habitable and the day before we are to get the keys we are told that the property is not gonna be available until the next week, and I have Booked cleaners for the other place, a van , and cancel all my bills, plus I have two kids. Only a simple I am sorry But they were very quick to take our money in advance

Andres · 28 September 2022

★★★★★ 5/5

Trustpilot

Pooja was fantastic

Pooja was fantastic, and very communicative making our end of tenancy experience stress free!

Jade · 20 February 2024

★★★★★ 1/5

Trustpilot

Disrespectful

My mum is a resident of one of these properties and the service given has been dreadful throughout. Lack of respect from them when you contacted them, particularly an associate at the Bath branch. After raising a complaint no follow up.Failure to notify us of DWP payments being received and mum still paying full rent 4 months on.I would recommend that Line Managers and staff need more customer service training.I must commend the receptionist on the day in question - totally professional service. Thank you.Maybe she should run the staff training sessions.

Angela · 16 September 2022

★★★★★ 5/5

Trustpilot

Good Management of Touchstone

I was a tenant from Touchstones for 12years, and I was happy with the management, they will listen and attend to any issues right away. After I finished my tenancy as I plan to live abroad, got some problem with my safety deposits. If It may not be beyond their jurisdiction, when I asked help to Miss Sonia Kaminski, she didn’t hesitate to help me and I don’t even wait for a longer time. I lost hope that I will not claim my refunds because some of my details are not up to date,and I’m no longer a tenant in Touchstone, thankfully that Ms Sonia help me, and I’m very grateful for her, to the Touchstone management generally. May you continue to prosper and more power.

Miss · 13 September 2022

★★★★★ 1/5

Google

Worst letting agents known to man Never do anything they say they will, nor adhere to any repairs they promise. Use the residents as their pa’s to content the other residents rather than do …

Jacqueline · 16 April 2025

★★★★★ 5/5

Trustpilot

Appreciate a very good staff of Touchstone

We do found it's not easy to rent a house in Bristol, until Hannah Power helped us to go through all the procedures, gave good advice when it's necessary, then finally, we made the deal. We would like to say "Thank you very much" to Hannah and wish her everything fine with her career and family.

Mandy · 5 June 2024

★★★★★ 5/5

Trustpilot

Rental Newcarron

Hi, We are well pleased with all requests for assistance regardless.

Alex · 10 December 2025