Touchstone Edinburgh reviews

★★★★★ 1/5

Trustpilot

No respect for ex-tenants information

I never bother with reviews, but after having moved out of a touchstone property over 2 years ago and still being contacted constantly about a property I no longer live in ive had enough. Informing me of gas inspection, repair call outs and to top it all off, 2 years later they send me a "move out survey". So many questions I can't answer after not living there for 2 years. Clearly, this company doesn't understand that my requests for them to delete my information and stop contacting now have legal merit with GDPR and it is there responsibility.If they had maybe bothered to ask me to review them when I did leave the property they may have got a far different review, but now all I remember is how much of a pain it was attempting to remove myself from the lease and the following constant annoyance of trying to get them to stop bothering me over a property I didn't even live in.

Scott · 9 July 2022

★★★★★ 5/5

Trustpilot

I had a good experience with the time

I had a good experience with the time. Hannah was very helpful and reassuring during the whole process.

Roseline · 2 October 2023

★★★★★ 2/5

Trustpilot

This company needs a thorough shake up…

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 · 21 June 2022

★★★★★ 4/5

Trustpilot

Good service

Allison is great, helpful and understanding when you have issues. And she gets scared when your iPhone tells you it’s probably her calling, which is nice.

Matt · 8 February 2023

★★★★★ 4/5

Trustpilot

Fantastic

It was a wonderful experience, Hannah was very helpful and polite.

Okanlawon · 26 February 2024

★★★★★ 1/5

Trustpilot

AVOID AT ALL COSTS

Big flag straight of the back, their positive reviews on here are fake.• avoid fixing any problems with homes at all costs.• no heating or hot water for 2 weeks with a new born baby and told it’s non-urgent / low priority• threaten to forward invoices from contractors for any maintenance they need to carry out• increase rent prices every yearThe worst property management I’ve ever experienced.

Jack · 24 August 2023

★★★★★ 5/5

Google

Just moved in. Property is in amazing condition. Just had a very easy and pleasant phone call with Lynsey in the Edinburgh office to get more keys. She was polite, very helpful and prompt in calling me back and dealing with issue.

Jason · 10 June 2020

★★★★★ 5/5

Trustpilot

Pooja was very helpful

Pooja was very helpful, always replied quickly and was always lovely.

Amie · 14 February 2024

★★★★★ 1/5

Trustpilot

Worst customer service ever

Worst customer service ever. You report a fault and it’s takes 3-6 months for someone to come out, 9/10 they make it worse and won’t come back to fix it. My carpets and flooring in all coming loose and my children fall over all the time but they won’t fix it. They increase the rent every 2 years but never fix anything. I was without hearing for two days and was told to pay for it myself if I wanted in down within 24 hours. I have a baby.

Claire · 28 April 2022

★★★★★ 5/5

Trustpilot

5* for Alex

This 5star review is for Alex - maintanance controller from Touchstone - he always promptly sorted our maintanance issues. Always available on the email or phone and if he is on deserved annual leave, he always follow up. From our previous experience with different agencies, it was always pain to get sorted and took long time with us chasing agency up. But not with Alex from Touchstone. So one more time, thank you very much.

Marian · 25 November 2022

★★★★★ 1/5

Trustpilot

Poor

Very poor. I didn't consider the property to be in good condition when I moved in...the property manager didn't seem to understand that a fully smashed door panel, a leaking sink, carpet that has mould marks and dust/grease/dirt is not what someone expects when they move in and are paying a good deal of rent. Property manager changed with no communication, the second manager seemed to disappear too, at least I didn't get email responses and couldn't get through on the phone. Different people seemed to handle different things so I didn't know who to get in touch with for example when it had been over a week since assessment and no one had been in touch. Maintainence reported was sometimes not responded to or completed. Was told I wasn't allowed the access code to the keysafe in order to leave keys for contractors while at work, which made repairs difficult.Many examples of miscommunication with me or between Touchstone and contractors- for example my final deposit assessment time was changed and done without me present. Very glad to move on, all very hasslesome and unpleasant.

Kate · 25 April 2022

★★★★★ 5/5

Trustpilot

A safe pair of hands

I had some initial concerns when attempting to rectify some minor teething troubles after the move. This was primarily down to a delay in assigning a suitable contractor. However, after speaking to Moses I was reassured that the matter had been escalated. I would just like to thank him for his professionalism and commitment to customer service.

Christian · 18 March 2024

★★★★★ 5/5

Trustpilot

Very impressed with the prompt and…

Very impressed with the prompt and friendly staff particularly Alex Paradise and Emily Pilling, nothing was too much trouble and all issues addressed in a professional and friendly manner. They are amazing!

Samantha · 8 April 2022

★★★★★ 1/5

Trustpilot

I've recently been transferred to this…

I've recently been transferred to this company without any explanation and little notice having been with my current housing provider more than 20 years. On reading these numerous poor reviews which go back a long time, they are going to provide an even worse service than the previous housing provider. They have not even had the courtesy of explaining why this has been deemed necessary, how repairs will be managed, especially outstanding repairs etc and any change to my tenancy status.Unfortunately, as the bad reviews continue to be posted, little hope of improvement either.

Lynda · 26 March 2022

★★★★★ 3/5

Trustpilot

Poor at first but good response

I have had the misfortune of having dealings with this company while helping my mother move to a retirement complex. From the facile and poorly formatted application form to the repeated requests for information already provided I am extremely disappointed and disillusioned.Due to these unacceptable delays I have now had to issue for the process to be completed. Regrettably, legal action may well have to be considered if Touchstone do not improve their, to date, unacceptable process.Update: Touchstone called today with both and explanation and apology for the problems. The true measure of any company is not the mistakes they make but how they deal with and correct them. Touchstone have done just that and I am now reconciled .

Chris · 23 March 2022

★★★★★ 1/5

Trustpilot

Genuinely dreadful

Our rented flat was being managed by Touchstone Edinburgh. The owner sold the flat on to another company, who wanted to use a different property manager.Touchstone failed to notify us, failed to reply to emails, failed to answer the phone. Failed to ask us to stop paying them rent. When asked by the new property manager to contact us, they refused. I wish I could say that they were good previously, but that would be inaccurate. Always hard to get hold of, and exceptionally poor communicators. I would avoid them like the plague.

David · 22 March 2022

★★★★★ 1/5

Trustpilot

4 Weeks still no deposit

As I can see, this is a horrible organisation and will never rent a property with their name attached to it. Since day one have had many problems with touchstone to do anything around the property and now that I finally moved out they agreed to give my deposit back in full still have not received it and its been 4 weeks now. I have now open a dispute on TDS as I dont trust this organisation.So I tell every future tenant or landlord stay away from this organisation.

Michael · 8 March 2022

★★★★★ 1/5

Trustpilot

Touchstone is Awful

Touchstone is awful! Every single part of the process is awful. Their response times, the bureaucracy of dealing with a company and not a private landlord, the checkout process etc. Do not use unless you have no other choice. We have been plagued by problems since the beginning. Similar to other reviews our heating had an issue and we had to wait 2 months before our email was even answered even with multiple chases. Fast forward to the end of our tenancy and it has been 2 months since we have moved out. Still have not received our deposit of £1,400. They tried to charge us for fair wear and tear and have eventually reached a “settlement” of £40 for 3 scuff marks (total) of less than 2 inches in length and half an inch in width in 3 rooms which is us saying we just want the money back. I would refer it to TDS but I just want the money. Having agreed the settlement we were told that our deposit would be returned to us within 3-5 working days. It’s been 7 working days since then and having just chased again we’ve been told it’s now been cleared by another department and we will get it in 3-5 working days. Will wait to see if there is another hold up and it will actually be even longer. Morale of the story, dealing with a business as a landlord is awful. Would never do it again, they try to draw as much money from you as possible and will use the size of their business as a tool to frustrate and deny you any attempts at communication.

T · 8 February 2022

★★★★★ 5/5

Trustpilot

Naomi was brilliant

Naomi was brilliant! So helpful in every area! Amazing communication skills and dedication.

Nina · 21 November 2023

★★★★★ 4/5

Trustpilot

Alex Paradise was very helpful in all…

Alex Paradise was very helpful in all areas of the flat and handling our rental agreement. In general, Touchstone responded promptly and gave us assistance with our enquiries.

Bailey · 18 July 2022

★★★★★ 1/5

Google

Moved into flat over 2 years ago. EPC advised as extremely efficient but unfortunately a lie. Living room windows have been ill fitted and no one has fixed them in over 2 years, forcing me to have to tape the windows and spend a ton of money on gas, in the highest priced time in history. Support from touchstone has been fruitless.

Pedro · 13 October 2023

★★★★★ 1/5

Trustpilot

rent for smoker only

Please check my downstair neighbor, as the smoke is coming from it.update: after 17May update my personal and details and Touchstone is disappear with no one to follow my issues. That's you can see this company act.rent for smoker onlydon't action for anyone violate the tenant agreementno reply for any email

Alan · 31 May 2024

★★★★★ 1/5

Trustpilot

AVOID AVOID AVOID Only good…

AVOID AVOID AVOID Only good point I will give is they are quick to get you into a property , but once you are in it all goes downhill. I have been a tenant for a long time and I wish I never stayed here.Numerous emails get ignored and when they do finally answer them your waiting another 50 years for a reply. Simple maintenance issues seem to be taking months to resolve . Touchstone sub it out to a company miles away from you, then it gets subbed out to someone local , why not just give it to someone local in the first place ? Absolutely shocking service no compassion and no gratitude for good tenants. Unfortunately for them I am in the property industry and I know what I'm talking about, this will not get left so easily , I have my MP and citizens advice involved now. Good luck

Lou · 21 December 2021

★★★★★ 1/5

Google

Less than 18 months in the property and our rent has already increased twice. Not to mention the time it takes to get repairs done. Really disappointed with Touchstone

Houssem · 22 April 2025