Every review we hold for the Edinburgh office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotI have recieved GREAT customer service from Allison Smart
I have recieved GREAT customer service by ALLISON SMART.Having currently fell into a slight financial mis-hap. Allison gave me help in dealing with the matter. Reassuring me as a tennant that matters will be resolved having given my current circumstances.Receiving hasty, helpful responses.Thank you
Phill · 4 April 2023
Agent replied · 11 June 2024
Thank you, Phill.Customer care is important to us, so we really appreciate your taking the time to acknowledge the help and assistance provided by our colleague Allison Smart recently. It’s great for us to see and Allison will be chuffed with your review, so thanks again.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotDreadul Service
Moved in to a new property on 5th April only to discover that the integrated washing machine hasn't been plumbed in and the cooker hood doesn't work.Reported to Touchstone via their portal a week ago followed with a phone call a few days later. Absolutely no response whatsoever.An utterly inept level of service
Scott · 14 April 2022
Agent replied · 11 June 2024
Hi ScottWe are very sorry that you have experienced issues with your white goods following move-in, that’s not the start we’d want for you. So that we can assist you with this, please could you contact us direct at feedback@touchstoneresi.co.uk using the ref: Trustpilot and confirming your property address, and a colleague will be in contact with you shortly.We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotThis landlord is the worst
This landlord is the worst. They claim to never receive contact through their customer portal but bizarrely receive payments satisfactorily through it. They are brutal when it comes to their interpretation of the lease agreement. Be warned.
Grant · 11 September 2023
Agent replied · 11 June 2024
Hello GrantThank you for your review and feedback. We are sorry that you have been experiencing some difficulty with our portal and apologise for any inconvenience that this may have caused you. If you are still in need of any assistance from us, please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding issues and a colleague will be in contact with you. Kind regardsTouchstone
★★★★★ 1/5
TrustpilotAwful Service! Avoid at all Costs!
Awful Service!Terrible response times, they have left my bathroom in a state for at least 1 month, requested it to be fixed, and the only thing that has happened is someone has just come to have a look. Nothing is fixed till this day.
James · 6 February 2023
Agent replied · 11 June 2024
Hi JamesWe’re very sorry that you have experienced some delays recently regarding repairs to your bathroom. Apologies. Despite our best efforts, events do not always develop as we planned but we accept that this is no less frustrating for you. So that we can investigate this matter for you, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property. Thank you.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 4/5
TrustpilotGreat Experience
The overall experience was very good. The approach was very professional and responses were prompt. However, there were some communication gaps which led to slight delay in the process and could have been managed better.
Arindam · 17 October 2023
Agent replied · 11 June 2024
Hi ArindamThank you for sharing your recent experience with us, it’s much appreciated. We’re delighted to see that you found our approach professional and prompt, which is always great to hear. Thanks too for your feedback about some communication gaps. This will be fed back to the team to see what could have been done differently.Thanks again, and best wishes to you in your new home.Touchstone
★★★★★ 5/5
Trustpilotcustomer service was really responsive
customer service was really responsive, prompt, sorted out any issues without delay. Have had experience of a lot of rental companies, this was the best.Also all deposit given back without issue
R · 11 January 2024
Agent replied · 11 June 2024
HelloThank you for taking the time to share your experience with us. We are delighted to see that both during your time with us and following moving out, you have found us responsive and dealt with any issues. That's great to know. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 1/5
GoogleRent increase every single year, in current financial crisis we just knew we are going to get the letter with rent increase yet again with people losing jobs, on furlough and with no hope.of any pay increase.
Worse than with some private landlonds. And they have not failed- letter through the doors. Hoping to move asap
Ania · 10 June 2021
Agent replied · 11 June 2024
Hi Ania
Please could you contact us at feedback@touchstoneresi.co.uk with details of your property, so that we can put you in touch with your Property Manager to discuss this matter. Thank you.
We look forward to hearing from you.
Kind regards
Penny Graham
Touchstone
★★★★★ 4/5
TrustpilotA nice and peaceful accommodation
A nice and peaceful accommodation. Timely repairing and security. Especially the estate manager Tony, he is very approachable and helpful all the times.
Shijin · 29 May 2024
Agent replied · 11 June 2024
Hello ShijinThank you for leaving a review for us; it's greatly appreciated. It's wonderful to hear that you are enjoying your home.Thank you for highlighting the work of the estate manager, Tony. It's great to know that you find him friendly and helpful when dealing with any repairs or issues; we'll be sure to pass this on 😊Best wishesTouchstone
★★★★★ 5/5
TrustpilotCompletely satisfied
We stayed for about 6 months and we had a wonderful stay.Our customer adviser Coco, who always listened to all our concerns. She was so kind and responsive in getting the issues sorted out.
Arun · 5 October 2023
Agent replied · 11 June 2024
Hi ArunThank you for your warm words about our colleague Coco, she truly is a gem! Coco manages to combine responsiveness with kindness in everything she does for our customers. Thanks again for taking the time to post your review, it’s especially gratifying when our customers acknowledge our colleagues' work. Best wishesTouchstone
★★★★★ 1/5
TrustpilotTwo weeks after moving out of a…
Two weeks after moving out of a property I have heard nothing at all from them about the return of my deposit. No response to emails and when I try to contact them by phone I'm transferred to someone's voicemail, and unsurprisingly have received no response after leaving a message. Disappointed doesn't even begin to cover it.
Katie · 17 December 2020
Agent replied · 11 June 2024
Hi Katie,Thank you for your time on the phone and great to hear that Charlie has been helpful in returning your deposit. Wishing you a very Happy Christmas in your new home.Kind regardsNatalie JamesTouchstone
★★★★★ 1/5
TrustpilotAVOID THIS COMPANY
Where to start with my experience of this company?
Carolyn · 24 December 2025
★★★★★ 5/5
TrustpilotOutstanding
Great correspondence with clients. Always available to give feedback, advice and assurance to clients. I will always recommend the firm, and Hannah Power especially 👍.
Fredrick · 12 April 2024
Agent replied · 11 June 2024
Hi FredrickWow! Thank you for your glowing commendation of our colleague, Hannah, she’ll be delighted with your feedback 😊. It’s wonderful when we receive such positive feedback from our customers, so thanks for taking the time to post your review. Best wishesTouchstone
★★★★★ 5/5
Trustpilot1st class
1st class. Called reference a mirror to be replaced and someone arrived within an hour to carry out work
Lisa · 28 July 2024
Agent replied · 24 August 2024
Hello LisaWow! Thank you for rating us first class, we greatly appreciate it.We are delighted to hear that your repair was reported and completed on the same day; it's not always possible when organising trades, but it's great to hear that everything came together for you 😊.Best wishesTouchstone
★★★★★ 1/5
TrustpilotAwful experience!!!!!
Awful experience!!!!!Absolutely awful company!! None responds to any emails or phones, we only recently rented the property and cleaning was not in professional standards, and no one responded to any of our issues, maintenance support is a joke!!!
Kishore · 1 June 2023
Agent replied · 11 June 2024
Hello We are sorry that you have experienced some difficulties reaching us and that this has prompted you to post your review. So that we can get back on track, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding matters, and a colleagues will be in touch with you. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotFantastic letting company.
I letted a property for just over a year and can honestly say this company were the best I’ve ever let from. They always promptly replied to correspondence and endeavoured to solve problems quickly. I have never felt ignored or frustrated which has happened with other companies previously.
Samantha · 5 May 2022
Agent replied · 11 June 2024
Hi SamanthaWe can’t thank you enough for taking the time to share your wonderful feedback about your experience with us. We really do appreciate it. We are extremely pleased to hear that you felt well looked after during your time with us and that the team managed any issues you had promptly.With best wishes to you in your new home. Thanks again.Penny GrahamTouchstone
★★★★★ 4/5
TrustpilotThe managers of the apartment where…
The managers of the apartment where courteous and answered emails promptly all concerns where addressed in professional manner.
Crystal · 25 July 2024
Agent replied · 24 August 2024
Hello CrystalThank you for sharing your experience with us, it's appreciated. It makes us smile when our customers have such great things to say about our colleagues and the service provided; thank you.Best wishes Touchstone
★★★★★ 5/5
TrustpilotOn site repair
It has been great to have good service and instantaneous response from Tony Lewis on site, it made life really hassle free.
Mohamed · 13 May 2024
Agent replied · 11 June 2024
Hi MohammedWe appreciate you sharing your experience with us, thank you. We also appreciate you praising our colleague Tony's work. We are pleased to hear that Tony has been responsive to your queries and that his presence has helped simplify life 😊.Best wishesTouchstone
★★★★★ 5/5
TrustpilotNice people they sorted out all my…
Nice people they sorted out all my problems to move into the new house quickly. Many thanks Touchstone CPS
Mihai · 3 July 2024
Agent replied · 24 August 2024
Thank you Mihai!We are delighted to hear that you are happy with our service and that any issues during the move-in process were dealt with quickly for you.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotVery good company
Can not be more happy with the house we was in, we was ther 5 years and the only reason for moveing was we needed more space but all the problems we ever had was sorted very fast.
Customer · 20 April 2023
Agent replied · 11 June 2024
HelloThank you so much for sharing your review of your experience during your time renting with Touchstone. It's great to see that we were able to help when it was needed and that you were happy in your home. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHelp Just In The Nick of Time
One early morning recently, I had to contact the emergency maintenance team for help with a mini-emergency involving a self-locking internal door.
Philip · 29 July 2025
★★★★★ 5/5
TrustpilotThey kept their promise of first to…
They kept their promise of first to come first to be served.
Huzaifa · 15 October 2024
Agent replied · 24 October 2024
Hi HuzaifaThank you for taking the time to share your experience with us; we really appreciate it. We're delighted that you found us true to our word 😊Best wishes for your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotTony listens to concerns and takes…
Tony listens to concerns and takes immediate action to get the problem resolved the next second.Very efficient team.
Segun · 5 July 2024
Agent replied · 24 August 2024
Hi SegunWe really appreciate your positive feedback regarding our colleague Tony, and the wider team.We are happy to hear that Tony and the team have been able to assist you, when needed. We will share your review with the team, they'll be delighted with your feedback.Best wishesTouchstone
★★★★★ 5/5
TrustpilotIt was great
It was great. I found it very sufficient and stress-free. Lovely team too!
Hannah · 26 September 2024
Agent replied · 24 October 2024
Hi HannahThank you for taking the time to share your experience with us; it's greatly appreciated. We're pleased to hear that your experience with us was stress-free and that you found the team helpful. We'll be sure to pass on your kind words to the team.Best wishesTouchstone
★★★★★ 5/5
TrustpilotExcellent service from Marie Lloyd
Excellent service from Marie Lloyd - the Maintenance Manager - listened o my concerns and addressed them to satisfaction and all done very swiftly. Generally Touchstone set the benchmark for their service to tenants, never had a troublesome issue with them. Thank you.
Tan · 19 August 2022
Agent replied · 11 June 2024
Hi TanThank you so much for your lovely review of the service we have provided to you to date and particularly that of our colleague Marie, it's appreciated. We are delighted that you have found Marie to be helpful and efficient, she really does work hard to ensure that our customers receive the best possible service. Thanks again for taking the time to rate and review our service, we really appreciate it. Best wishes to you.Kind regardsPenny GrahamTouchstone
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
