Touchstone Edinburgh reviews

★★★★★ 5/5

Trustpilot

Naomi has been brilliant

Naomi has been brilliant, always available to answer my questions and concerns with a swift response. Very happy with the assistance from Naomi.

Dan · 16 January 2023

★★★★★ 1/5

Trustpilot

Terrible

I rented a flat in Aberdeen which was managed by Touchstone, Bath. When the flat had rain water damage, Touchstone were completely unwilling to properly fix the issue.Staff were poor to respond to countless requests for help and the property manager kept changing (clearly not a great place to work either). Sometimes emails requesting action would be ignored.Any work done to address issues always seemed to be the 'cheapest and dirtiest' solution.I don't recommend Touchstone to anyone. They really need to up their game.

A.S · 11 December 2021

★★★★★ 1/5

Trustpilot

Poor communication

Poor communication, doesn't care about tenants.

Kacper · 16 December 2025

★★★★★ 5/5

Trustpilot

Alex was very helpful in resolving the…

Alex was very helpful in resolving the issues. Thankyou so much

Praisy · 12 December 2023

★★★★★ 1/5

Trustpilot

Never in my life have i ever dealt with…

Never in my life have i ever dealt with a company like this. Get ready on moving out of your house cause you will be billed for EVERYTHING. We lived in a house for 5 years and amongst other things were billed £25 for a mat that was outside that rotted and fell apart. You have to ask permission for every little thing you do but make sure you get it in writing as a verbal agreement will suddenly not have happened. Our back garden was flooding to the point of going over the patio door so we got verbal approval to extend the patio laying sand under it for drainage (it was just mud before no grass) the garden looked so much better then it did when we moved in and we have been billed £200 for laying it. this has also been used as a selling point when renting the house again Friends of mine had a house opposite ours and changed the blinds but kept the same fixing ( the blinds were better) and the old blinds were in the garage. they have been charged £10 per blind . Takes them weeks to respond to anything unless you are late in your rent. The houses are all owned by a pension scheme or similar so all they care about is getting as much money out of you as possible

Heidi · 22 November 2021

★★★★★ 1/5

Trustpilot

Worst company I have ever had to deal with.

This company manages the share of my property I don’t own. Since they have taken over managing my home, they have got every bit of information wrong and I have had to do their jobs for them.They are not interested in repairs or anything for that matter unless you kick and scream, which you shouldn’t have to do. I wound not recommend anybody to deal with them. Stay clear.

Christopher · 10 March 2023

★★★★★ 4/5

Trustpilot

I recently had the pleasure of working…

I recently had the pleasure of working with Emily, Annabelle and their team from Touchstone during my move. The team demonstrated the highest level of professionalism, always reachable and being patient and good communication in providing details and support.I am very thrilled to share my experience .

Khaing · 24 July 2024

★★★★★ 1/5

Trustpilot

I would not recommend.

I would not recommend.I handed back a property of a deceased relative who had been renting the same property for 20 years plus, I was given misleading info by telephone stating rent still needed to be paid, so we left the direct debit in place, turns out the rent shouldn't have been paid and they refused to pay it back.No empathy or apologies, just silly excuses.Any repairs they made to the property were never done properly, poor communication and bad attitudes all round.If you find yourself dealing with them and having to hand a relatives property back, do not pay them anything, I would have been better off not contacting them at all!Trying to do the right thing doesn't always serve you well, especially when dealing with a company like this.They could also do with some training on GDPR and customer service.AVOID in my opinion, I'm sure they'll reply to say sorry about this, that doesn't change the fact that their service is very poor.After following their advice, I actually let them rob money out of a dead relative on the basis they told me the rent still needed to be paid! Lesson learned there.

Thomas · 21 September 2021

★★★★★ 1/5

Trustpilot

My partner and i have been looking for…

My partner and i have been looking for a property in the high wycombe area to rent for some time, and were delighted to find this the property available, and to hear we had obtained the contract to rent it. Despite the delay waiting to view the property, we were keen to move in due to time restrictions on our present property.however, our delight vanished when we finally got to view the property ,my partner is currently on the clinically extremely vulnerable HMGov listing and obviously we are aware of the dangers caused by coronavirus and expected a better standard than we were offered. CONSIDERING THE PRE CONTRACT FROM TOUCHSTONE CLEALY STATES,THE PROPERTY SHOULD BE CLEAN PRIOR TO TENANTS MOVING IN AND IT WASN'T IT WAS DISGUSTING. I would never recommend this company, it’s the worst company I have ever dealt with !!!!With have a five page document of the awful service we have received !!The reason why I have not contacted you , is because nothing get done, I’ve got pages of missed calls and unanswered emails!! I just read through some of the reviews or touchstone on here, and are you not embarrassed? to work for such an awful company !! I think you will lose a lot of potential custom if nothing changes !!Latest update….. so I was waiting all day for a caretaker/janitor to turn up on Thursday, after being promised this, to find out that my property is being dealt with a trainee/apprentice . It’s all very well replying penny, with the same stupid response that you have copied and pasted to every complaint on trust pilot, but It would help if you actually fixed the issues we are having and stopped causing my family severe mental health issues.

Michael · 13 September 2021

★★★★★ 1/5

Trustpilot

AVOID TOUCHSTONE!!!!

Where to even begin with touchstone! They are a complete waste of space! They’ve got no interest what so ever in the tenants and problems that may arise, and they are never in any hurry to get back in touch, it can takes weeks before you hear from them, and when they do get back in touch any problems that are reported and just simply brushed under the carpet! And they’ve got no interest into solving anything. We’ve had numerous problems in our new flat over the 3 years, between mould in the bedroom window seals, and loose wall sockets and carpet coming up in our living room, and touchstone are reluctant to doing anything about it, we’ve had 3 property managers in the 3 years and all of them were a complete waste of space! And the new manger is just as useless! A jobs worth!! Strongly would not recommend touchstone to anyone don’t bother wasting your time or money! Please stay away!!!!

Consumer · 31 August 2021

★★★★★ 1/5

Google

A friend viewed the property on my behalf as I was working which was agreed with the agency beforehand yet when I submitted my application which I had to drop into a different agency handling it on their behalf, I was sent an accusatory email asking how I got the application. Been in just over 18 months, 2 rent increases already, both of them the agency tried to increase without enough notice which was in direct violation of the lease agreement. First time they acknowledged the issue pretty quickly but second time I was emailing again and again for 8 weeks to the property manager with no resolution. Let's forget that the rent increase is at a time when there are such high numbers of people unemployed or on furlough. Property not built great. Cracks on walls and ceiling, windows are really difficult to shut properly and some dont shut at all. Weve had to replace 10 bulbs in the last 18 months as well as they keep blowing as well which I've never found with any other flat We like the neighbours and location but that's the only positiveNegativeResponsiveness, Quality, Professionalism

YorkshirePuddin' · 27 August 2021

★★★★★ 1/5

Trustpilot

They have really poor customer service…

They have really poor customer service specially kaila beck.we have informed about a water leakage in our apartment and it is been 6 days now..no response to their mail not answering phones.water is coming out of switches there are so many safety issues with the house.

Gayumi · 24 July 2024

★★★★★ 5/5

Trustpilot

Alex is always very fast to respond and…

Alex is always very fast to respond and to solve any issue without hesitating. I am very very grateful for his help.

Roxana · 16 December 2022

★★★★★ 5/5

Trustpilot

Where do I start……

I don’t know where to start with the Touchstone Edinburgh Team. Everything, and I mean EVERYTHING has been seamless.They really have pulled out all the stops for my new property, which resulted in them working extra time to accommodate my needs.Constant contact, never a problem getting hold of anyone, personalised video tour of my new house - I honestly wouldn’t hesitate to recommend the Edinburgh Team to anyone!You all know what you’ve done individually, so from a new home mover, I seriously cannot thank you enough! Bring on tomorrow! Dionne & Kobe 🐾

Dionne · 5 August 2021

★★★★★ 5/5

Google

Nice property management group. I got a viewing appointment through them in 5 Baileyfield crescent, Edinburgh. The property is good and rent is also reasonable, however the location is a bit far and also they are not providing all the white goods as well. Would love to get more property leads from them as I am actively looking for a 2bhk flat/house in Edinburgh...

Rohit · 10 June 2023

★★★★★ 5/5

Trustpilot

No stress move

Very prompt response to all my enquiries. Coco was very helpful and efficient and took away the stress of moving home for me. Thanks so much

Ms · 12 June 2022

★★★★★ 1/5

Trustpilot

Absolute cowboys. AVOID

Rented with Touchstone for over 2 years. First of all the property was filthy when I moved in, I had to give the entire place a proper clean. Anytime I reported repairs I had to chase them repeatedly before anything was done about it, once even having to spend over a week with no hot water before anyone even responded.I moved out over a month ago and no one has contacted me regarding the return of my deposit, no one has replied to my e-mails asking about the return of my deposit and if I try to call them direct I get bounced around from department to department and told to ring people who aren’t even working for them. No one in office seems to have any clue what’s going on with company affairs.Definitely would not recommend.

AW · 8 July 2021

★★★★★ 1/5

Trustpilot

Terrible service

Terrible service. If they don’t want to deal with your complaint they simply ignore it. Months of requests for essential maintenance under health and safety regulations have been ignored. As has requests for information regarding the sale of my rented home under proposed development- planning permission was granted in April - touchstone have still not acknowledged my requests for timescales for eviction. If you are a landlord be very careful - their refusal to engage or action repairs will land you in tribunal.EDIT : as requested I emailed the complaints line - this has also been ignored.

Lorna · 8 July 2021

★★★★★ 1/5

Google

As a handyman I was booked to do a job for touchstone. A cupboard was blocking a boiler - making it impossible to service and the …

Stephen · 16 April 2025

★★★★★ 1/5

Trustpilot

I have been with Touchstone since 2017

I have been with Touchstone since 2017Would not recommend this company, the staff really don't really care or have a clue as to what is going on. My property manager cant answer any questions I have and pass it off.I was left without a boiler for 5 weeks during the winter and I was the one who had to chace it up. I was reimbursed but even now I have never had to request a new fob one of my son's fobs are faulty and does not allow access to the house. For a new fob I am being told £25 charge. They are rude and unhelpful.

Sophie · 6 July 2021

★★★★★ 1/5

Trustpilot

Stay Away!!!!!

Last year we had to find a property temporarily to rent while we waited for our new home to be finished built after we sold our house. We never rented before, always been house owners. We Had to find a rental property quickly after exchange of contract so we had to move out. We only want to rent for 6 months, found a house through your Move Estate Agent, every properties were snapping up so fast last year during covid-19 so we had to grab a vacant house to move in quickly. The house we found was newly built only 5 years old but shockingly was in a poor state ruined by previous tenants with children the garden overgrown, high grass, children drawings on walls, lots of dents on walls , cracks on walls, broken sheds, marks on carpets, rusty fridge, oven was flirty never cleaned, we had the misfortune to be introduced to TouchStone from Your move who said they will get the carpets cleaned before we moved in. We moved in and noticed carpets were only vacuumed and not shampoo clean marks were still on that carpets. So we paid for a professional to clean the whole house and they said the oven wasn’t cleaned and they don’t do oven cleaning. We decided to clean the oven as much as we can ourselves. So with £1,800 deposit put and with monthly rent of £950 Touchstone they said we can move in within a week on a 12 months contract and not 6 month, why did they advertised it was available for 6 months but later changed to 12 months??? We had no choice but to go with them. We Took photos of every defects and damages on property, internal walls, carpets, oven, outside slabs etc reported to them when the heating wasn’t working the lighting wasn’t working etc paid out rent on time with no problem Continually emailed touchstone about repairs on the house to sort they never look it up. Our new home is now ready we informed Touchstone 2 months before I tenancy contract ends they haven’t even bothered to get an agent in to market the property and expected us to be around to give the viewing!! We decided to clean the property ourselves but Touchstone said we need to get the property professionally cleaned including the garden or they will deduct from our deposit!!! EXCUSE ME they never tidy the garden but left it overgrown for us and took us 2 days to sort out the garden. Why should WE pay professional to clean the garden??? Stay away from Touchstone they will rip you right off please photograph and video everywhere inside and outside the property before you move in if a property you rent is unfortunately under their management

Mrs · 28 June 2021

★★★★★ 1/5

Trustpilot

Just stay away for the sake of your mental health

Where should I start to tell our horrible experience with them. We are tenants of Miller Homes Bonnington since a year. And our letting agency was Touchstone. We moved into a brand new flat. Since the day we moved in we could not get a proper shower because of the hot water pressure problem we are having in our bathroom. We are filling the bucket with hot water to take a shower as if we are living in 16th century.I am 8 months pregnant and it is a pain for me to clean myself properly and even we mentioned it is not safe for me anymore since I am not able move comfortably at all.Since a year not a single soul did stop by and try to figure out what is the problem. Even we did offer to pay technician visit and repairing cost since we are desperate.I wish we never moved in to this property at the first place but we have been told it will be fixed before we know. So here we are, a year without a shower. And now it is too late to move out in my condition. We are just waiting for the delivery day and we will be out.I will be sure that I'll be sharing my experience with this company through all the social media channels I have been in.Stay away. There will be no such a customer support after you signed the contract, you will find nobody to deal with if you are experiencing serious problem such as ours. You will be ignored and you end up frustrated and helpless.

Ece · 23 June 2021

★★★★★ 1/5

Google

Security door broken for 9+ months, got fixed yesterday and now is broken again. Tenants cannot get in and out of the building. Multiple tenants phoned as an emergency and yet over an hour later no one has shown up. I requested the key pad number to open the fire door so people are able to access the building should there be an emergency or tenants actually want to be able to get into their homes and this was denied to me. What an awful experience, very clear the company do not care.NegativeProfessionalism

Jess · 10 June 2021

★★★★★ 1/5

Google

Only interested in getting money!!!! They do not care about their tenants! 2 successful break ins within just few months , 4 bikes stolen, previous multiple break ins/ attempts . Bike sheds not fit for purpose with the locks/doors as they are still no success of getting them to act and improve. Many people have lost their property and will continue to loose more. Also, repairs not attended with an outstanding one of mine for a year or longer - lost count now really. Could go on and on...... Frustrated, angry, sad and hopeless.

Anna · 10 June 2021