Touchstone Edinburgh reviews

★★★★★ 1/5

Trustpilot

Terrible service

Terrible service. I moved out of my property after being a reliable tenant for 11 years, on the first of October and requested information with regards to the return of my deposit on the 23rd of September so I could have the correct paperwork ready if needed ( my certificate of proof of a deposit) after many many emails to the property manager..I'm still yet to hear from them, even though a new tenant moved into the property over two weeks ago!! I find this unacceptable! One email to let me know if there is any deductions would be sufficient ( although the flat was left empty and clean) I'm shocked about the lack of communication!

Miss · 19 October 2020

★★★★★ 1/5

Trustpilot

Terrible Customer Service

Lack of replies to emails. Quick to chase for money but slow to gave back what is owing to you. The property manager is terrible at customer service. A simple acknowledgement of an email takes 1 minute, why is this so difficult to do for one person is beyond me.We asked for an early exit and was given vague replies and eventually gave up but to pay rent in two properties simply becoz touchstones customer facing contact could not support our request. I am reviewing touchstone here so they can look at this and hopefully realise they need to work on this part of their service.A happy customer goes a long way.I would certainly do the same if I had a happy experience.

Roxy · 8 October 2020

★★★★★ 1/5

Trustpilot

Worst most callous landlord ever

Touchstone are the worst and most appalling landlord we have ever experienced in our life. They manage mid market rents for Castle Rock, who in our experience are also beyond poor. I would score them - 100 if the option was available. We had four waste water leaks, which we were told were not an emergency. Therefore we had gallons and gallons of water leaking just outside our flat over a period of months. Our flat became very damp, and mould started to form on all our belongs. We asked for someone to come out. Their inspector did not even inspect and rushed to the conclusion that source of the damp was our laundry ( they provided no outside drying green). This was despite the black mould growing up through the floor in the communal stairwell and the fact our direct neighbour was also experiencing issues with damp. Mushrooms began to grow in the small garden and still they refused to deal with the problem. We also had an ongoing problem with mice, that they kept trying to blame on us, even though we kept all our food in jars. They have a policy where they claim that they are only liable for rodent management in communal areas, and that you are responsible for inside the flat. This is the loosest interpretation of housing legislation ever. This was a semantic argument, as in order to enter your home a rodent has to cross communal areas. We eventually found that the mice were entering our house via a big vent hole they had left uncovered on the outside wall, To this day, 9 months after we left, the vent hole remains uncovered showing that they do not care about the new tenant either. Eventually the damp got so bad, and our health suffered so badly we were forced to move out. They did not deal with any of the mould we reported, and when we moved out we found black mould growing behind our bed, under our bed, behind the wardrobe, in the fitted wardrobe, inside cupboards, all over our lounge and under the carpet. We had to throw out most of the things we owned. I got hospitalised with respiratory problems. Even though we sent photos, emails, medical reports, witness statements from 3rd parties and email histories showing the problem and used the complaints procedure, they just kept on denying the issue or any liability. We fight on but they are a terrible landlord and I would completely steer clear of them. I feel so sad for the new tenant and all the tenants who are still there. This company is in receipt of public money for social and mid market housing and the estate we lived on became squalid, & unkept over time. Shocking.

Outraged · 20 August 2020

★★★★★ 1/5

Trustpilot

Unreasonable charge

I have lived in the property for 2 years, paying my rent on time and always keep the house clean. I tried my best to clean up everything when I moved out and their report also reflected the property is at good condition but the management company still charge me £200 cleaning fee as it’s not cleaned as hotel standards ! Ridiculous! Even you bought a thing after 2 years it won’t turn back to as new product!

SummerBoy · 10 February 2021

★★★★★ 5/5

Trustpilot

Excellent service

Excellent service. Did not face any problems during my stay. If any assistance required they resolve it immediately. I would love to continue here unfortunately I did not find the family accommodation only for this reason I am moving. Overall service is outstanding

Shwetha · 25 June 2024

★★★★★ 5/5

Trustpilot

Roof repair touchstones

I was moved over from places for people to touchstone last April we had a lot of trouble getting the roof replaced as promised two years ago as soon as we informed touchstone about the problems Alex mapps was on the ball and got this sorted we have now a new roof and look forward to the new kitchen. thanks again Alex your a credit to touchstone

Nigel · 16 October 2022

★★★★★ 1/5

Trustpilot

If I could give it a 0 I would

If I could give it a 0 I would. The application process for our flat took nearly 2 months as they did not communicate that they were missing information. Our move in date was pushed back by a whole month, however we were only informed last minute every time it was pushed back. I’m in the process of moving into a new flat as they have been non-responsive to my emails and have also made false accusations about myself and my living situation. I have lived here for 6 months with a window that has been damaged since I moved in, AND I was the only tenant in the building not given a key for the main entrance to the building - another issue I had raised that was not even responded to.

Tara · 8 July 2020

★★★★★ 1/5

Google

Where do I start had leaking boiler and it has ruined one of th kitchen cabinets it's getting fixed next year but been waiting since April to get fixed.Had a new ceiling put in one of our bathrooms they were ment to come and fill it in and paint bathroom still hasn't been done that was in April to.In the main bathroom we got new bath and wall panels that was to get painted to in April I done it myself now the communal tv aerial isn't working and not getting fixed till after xmas so no TV it's an absolute joke but they are quick enough to take your rent of you every month .

Allan · 10 June 2020

★★★★★ 1/5

Google

Installed a device on the stair door that only let's door happen halfway which is illegal as its the only entrance and exit putting all our lives a danger in event of a fire and will not respond to calls of emails! Had several issues they just will not reply to. Worst housing agency in Scotland! Edit: No you haven't replied, I've checked all my inboxes and there has been nonsuch reply. You do not take customers concerns seriously. Total lies!

Nico · 10 June 2020

★★★★★ 1/5

Google

Awful maintenance, whatever you report is not getting fixed. Shame I cannot add videos! Apparently we do have a gap od 2cm between entry door and frame when you can put your fingers out. We wanted buy our property but it only took 2mins for them To do home report and suprisingly WOOW home report says it great condion (6y old building with broken Windows-reporter by us and other neighbours 7times or more ) wrongly attached door, leaking boiler etc..... Price 190000!! 2 bed with such a bad quality. THATS SHAME!! Dont be fooled by nice looking flats... Always check when taking flats from them.

Julita · 10 June 2020

★★★★★ 5/5

Trustpilot

Great Customer Approach! Our experience with Touchstone have…

Our experience with Touchstone have been excellent mainly because of their great approach to satisfy their clientele expectations with a knowledgeable and skilled team. They are ready and available almost immediately making them both, a professional and friendly group. We highly recommend their services.

A · 15 May 2024

★★★★★ 1/5

Trustpilot

The worst renting experience I’ve had

The worst renting experience I’ve ever had. Our application took over a month and I was asked for a guarantor to guarantee my rent even though I paid my tenancy in full. We’ve lived here almost a year with broken windows, wires hanging from the ceiling and a broken shower. We now both pay a gym membership just so we can use the shower. The only time touchstone have ever done anything quickly was when they needed me to change my payments, which funnily enough, they sorted almost instantly. No response to any maintenance requests, except one electrician who turned up, told ya it was definitely broken and left again. Never heard anything since and that was 10 months ago. Do. Not. Rent. From. Touchstone. You will regret it.

Schtiff · 7 February 2020

★★★★★ 5/5

Trustpilot

feedback

I am happy to provide feedback for your staff, Miss Coco. I lived in flat 4, 9 Riverview Garden. It was a fascinating experience working with Coco. She is very patient and a good listener. Whenever we approached her with a problem, she always responded quickly and provided a solution. I appreciate your hard work, coco. She has a bright future ahead of her.

SANTHIYA · 19 November 2022

★★★★★ 5/5

Trustpilot

A job well done! 👍

I reported that our ceiling is leaking from a water leak from the flat above us and it was acted promptly by Alex Paradise and the whole team, preventing further damage. He even offered to repair the water marks left on the ceiling. Kudos to you guys 👍👍

Joan · 31 January 2024

★★★★★ 5/5

Trustpilot

Easy Process

My tenancy progression and referencing was carried out by Kian Ascott who was excellent. This stage for any new let can typically involve a fair amount of anxiety but Kian's quick responses and clear instruction made the process feel very easy.

Euan · 11 June 2024

★★★★★ 1/5

Trustpilot

Disingenuous charges when leaving the property

They've tried to charge us for the removal of a pole that is used to open the loft, left in one of the bedrooms by the landlord and some rust on an aged panel in the bathroom, which is so ridiculous it's almost funny that some people say this with a straight face.

Claud · 29 September 2023

★★★★★ 5/5

Trustpilot

Very happy

Very happy, especially the professional advice from Pooja Shetty. I called her 3 times and she helped me in all the moments. Even after the moment we moved in, she helped me with the parking questions. We are really happy with her attention.

Antonio · 29 April 2024

★★★★★ 1/5

Trustpilot

Worst estate agent ever

take months to do a repair and even then they tell contractors to do the cheapest repair possible, I waited 18 months to have a water leak in the property repaired, they even ignored a pending court action from united utilities, a complete joke of a so called estate agent , don't go anywhere them

Alan · 25 July 2023

★★★★★ 5/5

Trustpilot

Extremely helpful

Tony and his colleague very extremely professional and friendly. Did not know earlier that I can report this way and will get it sorted really soon. I am very happy with the service.

Nimra · 10 October 2024

★★★★★ 1/5

Google

The property was a mess when I moved in with no heating and the shower electrics crackling. On moving out they took photos of things with no comparison to the original move on photos and charged me MY WHOLE deposit in fees. I would stay away from their properties it's a money grabbing scheme!! Be warned

Jordan · 10 June 2023

★★★★★ 5/5

Trustpilot

Alex is polite

Alex is polite, friendly and prompt. He keeps you updated with relevant information as soon as it is available.

Dwight · 11 April 2022

★★★★★ 1/5

Trustpilot

Waste of space of a company!!!

Waste of space of a company.. emailed several times to raise issues, but have not yet gotten a response, been well over a month ago now and still nothing has been done. The property manager is a jobs worth!! I will be taking this higher to a response and have the issues resolved! Because touchstone have no interest in their customers.

Consumer · 10 December 2022

★★★★★ 1/5

Google

Dealing with them just now, and it's clear from 2 emails, they don't have a clue! Additionally, what kind of letting agency reguses to answer their phones? They've explained this as 'corona virus restrictions '... yeah, cause I'm gonna give you a virus down the phone!! As a landlady for many years and after reading the reviews, confirms my gut feelings, I wouldn't touch these guys with a bargepole...NegativeResponsiveness, Quality, Professionalism

C · 10 June 2021

★★★★★ 5/5

Trustpilot

All things were good

All things were good Specially Tony and karen they were amazing staff I have ever seen they responded to my questions so fast so I felt that I have the appreciation and respect Thank you all

Ibrahim · 25 June 2024