Trusted Agent profile · Edinburgh
★★★★★
583 reviews across 2 platforms
1 Hay Avenue, Edinburgh, EH16 4RW
Touchstone's office in Edinburgh, at 1 Hay Avenue, is rated 3.1 out of 5 across 583 reviews on two platforms, including 89 Google reviews rated 2.3.
Every review we hold for the Edinburgh office, from every platform, shown as written. First names only.
5/5
TrustpilotBeen corporative all the time and ready…
Been corporative all the time and ready to help as required.
Hi HizamThank you for taking the time to provide a review for Touchstone; it's greatly appreciated.We are really pleased to hear that when dealing with our colleagues recently, you found them attentive and helpful. Best wishes.Touchstone
5/5
TrustpilotAfter long complaints
After long complaints, Alex stepped in and the issue was sorted in 48 hours Thank you for your service
Hi EmmanuelThank you for sharing your experience with us, it's much appreciated. We are very sorry that things haven't always gone according to plan, we'll pass that on to the team. We're delighted to see that with Alex's assistance the matter was resolved for you and everything is now back on track.Best wishes to you.Kind regardsTouchstone
1/5
TrustpilotDisgusting maintenance service (Bath)
Disgusting maintenance service (Bath), never reachable when needed, there is no real emergency contacts. Hours long operator talks even emergency line, waiting on queue, what is emergency called? Phones are referred mostly even during day times to message services.
Hi We are very sorry that you have experienced some difficulties contacting our Bath office recently. So that we can assist you further, please could I ask that you contact us via 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.We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotGood job and friendly
Hi OlaThank you for taking the time to post your review. We're delighted to hear that you found us friendly and that all went smoothly for you.Best wishesTouchstone
5/5
TrustpilotHaving recently moved into my new flat…
Having recently moved into my new flat after a very stressful time , I have received excellent customer service from Leanne and then Louise Hislop..nothing was a bother for her and she always replied promptly .
Hi LynWe really appreciate your taking time out to rate and review the service that you received from Touchstone recently. We're pleased to see that you received excellent customer service from my colleagues Leanne & Louise. I'll enjoy passing on your comments to both, thank you. Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotPeople to rely on
I will like to say “Thank you “ to Coco Blunos , amassing lady , very helpful and professional . No matter what’s the problem she will be happy to help
Hi DanaHappy New Year to you! Thank you so much for providing such a glowing review for our colleague, Coco. She will be thrilled with the feedback, so thank you for taking the time to acknowledge Coco's professionalism, we really appreciate it.Best wishes to you.Kind regardsTouchstone
1/5
GoogleThey will never respond or even acknowledge your application or enquiries about a property.
Hello Adeolu We are very sorry to see that you are disappointed with our service following your recent enquiry about one of our rental properties. Please be assured that we note your comments and confirm that your review has been shared with the Operations team. We hope that you have now secured property and that it's everything that you hope for. Best wishes Touchstone
5/5
TrustpilotDealing with touchstone
I have been dealing with Touchstone for 2 years, the agents are very approachable and reply to emails within a good time. They raise up all queries and answer all questions.
Hi RulaThank you so much for taking the time to share your experience of renting with Touchstone over the past 2 years. We're delighted that you've found our colleagues approachable and timely with their correspondence. Customer feedback is really important to us, so thanks again, we really appreciate it. Kind regardsTouchstone
1/5
TrustpilotNo one answer on the telephone
Hello AhmedWe are sorry to hear that you have been having difficulty contacting us. Please email us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with your address and how we can help you, and a colleague will contact you. Thank you.Kind regardsTouchstone
5/5
TrustpilotHannah helped the process run smoothly…
Hannah helped the process run smoothly and helped to take the stress from moving, away
Hi MichaelThank you for taking the time to review the service that you received recently from our colleague, Hannah. We're delighted to see that with Hannah's assistance, all went smoothly for you. Best wishesTouchstone
1/5
TrustpilotRubbish
Rubbish. They've been ghosting me for five hours now. No heating or hot water on the coldest day of the year. We feel incredibly let down. As tenants caught between Touchstone and Residently we feel that we are not a priority for either.
Hi JLThank you for reaching out to us. I'm sorry that on this occasion our level of service has fallen short. In the event that you are yet to hear back from the property team about your heating, please could you contact feedback@touchstoneresi.co.uk with details of your property so that we can work on a resolution for you.We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
1/5
TrustpilotPoor customer service
Person that we talked to was not interested at all to resolve our problem.
Hello GunaThank you for your feedback. We are very sorry that you felt dissatisfied following a recent interaction with a colleague. 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 colleague will be in contact with you.Kind regardsTouchstone
5/5
Trustpilotcommunication
communication. very good at getting replies back fast.
Hi BrookeThank you for taking the time to share your experience with us; we appreciate it. Communication is an important part of property management, so we are pleased to see that the team responded quickly to any queries you had.Thanks again.Best wishes.Touchstone
5/5
TrustpilotGreat communication and simplified…
Great communication and simplified renting procedures
Hi TemitayoWe appreciate you taking the time to share your experience with us.We are pleased to hear that you found our processes clear and easy to follow, and that the team communicated well with you. Best wishes to you in your new home.Kind regardsTouchstone
1/5
GoogleNon existing customer service, they don’t take responsibility for anything, they don’t fix anything, it is incredibly sad that this people are managing properties the way they are doing, been dealing with repairs for months they just blame each other and don’t fix anything.
Hi Victor I am sorry to see that you have been encountering difficulties with our Edinburgh office. Please could I ask that you email me: penny.graham@touchstoneresi.co.uk with details of your property and any outstanding matters, so that we may investigate further for you. I look forward to hearing from you. Kind regards Penny Graham Touchstone
5/5
TrustpilotI am very satisfied with their work
I am very satisfied with their work, good assistance, quick with information,
HelloThank you for taking to the time to provide Touchstone with your review, we really do appreciate it. We're delighted to see that your experience with us was a positive one. Best wishesTouchstone
5/5
TrustpilotExcellent assistance
Coco's assistance is always excellent. Any problems or doubts have been solved fast and with excellent attention and care. I am very grateful for the help provided. I am very happy!!
Hi CristinaWe're delighted that you are happy with Touchstone and especially with the service provided by our colleague, Coco. It's always a pleasure to pass feedback onto our colleagues and Coco will be thrilled to read your review. Thank you for taking the time to post. We really do appreciate it. Best wishes to you.Kind regardsPenny GrahamTouchstone
5/5
Trustpilotefficient and highly organised
Hello Thank you for taking the time to rate and review your recent engagement with Touchstone; we're pleased you found us efficient and well-organized. Best wishes.Touchstone
1/5
TrustpilotThe worst agency
The worst agency. No help at all, never answering calls, did not do their work right and left me and my roommate without an apartment at the last minute
Hi EftychiaWe understand your disappointment at not securing the desired apartment and we are sorry that we couldn’t assist you on this occasion. We are sorry if you felt that you weren’t kept up to date with progress. I confirm that I have passed your feedback onto the team.Best wishes to you for the future.Kind regardsPenny GrahamTouchstone
1/5
TrustpilotA total waste of time!
I can summarize them in 2 words: incompetent and no-communication-at-all!
Hello PhantomWe’re sorry that you’re unhappy with our service and thank you for your feedback. As we don’t have access to your tenancy information via Trustpilot, please could you email feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding issues, and a colleague will be in contact shortly. We look forward to hearing from you.Kind regardsTouchstone
5/5
GoogleSarah and Touchstone were amazing to help us locate a flat with only short notice. They were helpful, friendly and Sarah really understood how to help us. Great service and couldn't recommend enough! Thank you!PositiveResponsiveness
Hi Laura Thanks for so much for taking the time to rate and review the service that you received from Sarah and our colleagues in the Edinburgh office, it's much appreciated. Best wishes to you for your first Christmas in your new home. With kind regards Penny Graham Touchstone
1/5
TrustpilotHighly Unsatisfied
This company needs some real serious people who actually want to resolve the issues of tenants and not just play a word game...
Hi TwinkleWe are very sorry that you felt the need to post your review.Our colleague Eddie tried to call you yesterday in response to your email received on Monday evening but as you were not available to take the call, a message was left. Eddie has also responded to your email with an update.Eddie is in contact with your landlord and is actively seeking to progress matters for you with the aim of finding a mutually acceptable resolution to this matter.Kind regardsTouchstone
5/5
GoogleUnfortunately didn't get the flat I had applied for but staff were courteous and helpful throughout the application process
Hi Ryan Thank you for sharing your experience with us, we really appreciate it. It's such a shame that things didn't work out this time but hopefully we can assist you again in future. It's great to see that you found our colleagues both courteous and helpful. Thank you for your wonderful feedback, which will be shared with the team. Best wishes to you for the future. Kind regards Touchstone
5/5
Trustpilotvery helpfull
very helpful as well as quick to respond and solve problems. i hope things will continue to go so smoothly in the future as he does.
Hi GergoThanks so much for sharing your experience with us, we really appreciate it. The team will be delighted with your feedback, so thank you. Best wishesPenny GrahamTouchstone
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