Trusted Agent profile · Edinburgh
★★★★★
578 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 578 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
TrustpilotEverything was seamless and fast
Everything was seamless and fast. I had my questions answered appropriately.
Hi Eno-obong, Thank you so much for taking the time to share your feedback. We’re really pleased to hear about your positive experience and that we could support you with any queries. Your comments mean a lot to the team, and we’ll be sure to pass them on to everyone involved. Thanks again for your kind words! Kind regards Touchstone
5/5
TrustpilotStephane is the best
Stephane went above and beyond to speed up the resolution of a very stressful washing machine issue. Excellent communication, transparency and overall service which was massively appreciated. Thank you!
Hi Megan Thank you for taking the time to review our company, particularly the service you received from our colleague, Stephane; it's much appreciated. It's always lovely to hear such positive feedback about our colleagues; we'll make sure Stephane hears about it too. Thank you. Best wishes Touchstone
5/5
TrustpilotReview for Alex's great service
I recently had the pleasure of working with Alex Paradise for the replacement of three heaters in my property. From the outset, Alex was incredibly helpful and professional. His communication skills were top-notch, ensuring that I was fully informed at every stage of the process.I am very grateful for the exceptional service provided by Alex Paradise. His nice attitude and quick response made a significant difference in the successful completion of the heater replacement project. I would like to give 5 stars for Alex!
Hello RitaThank you for taking the time to share your recent experience with us. We are delighted to see that you found our colleague Alex professional and helpful during the recent repair works, we couldn't agree more! Alex will be delighted with your comments, so thanks again. Best wishesTouchstone
5/5
TrustpilotFelicity
I need to give a massive shoutout to Felicity who has been our saving grace for the past 2 days!!
Hi Nordie Thank you so much for taking the time to share your wonderful feedback. We’re delighted to hear how well Felicity supported you recently. While we are sorry that your initial experience involved delays, we’re pleased that Felicity was able to step in, resolve your issue, and provide the responsive and kind service you received. We’ll make sure your lovely comments are passed on to Felicity, they will mean a great deal to her. We appreciate you sharing your previous experience with us; we will share your feedback with the team to see where improvements to service can be made. Kind regards Touchstone
1/5
TrustpilotLack of support and communication.
Lack of support all along the contract. No return the calls. All is based in a platform that is really complicated. And after a year I still had the things without be sorted, causing me one of them health problems due to the mould and damp in the flat. Lack of communication, and if you leave message in the voice mail they don’t return the calls. So it’s really frustrating. I don’t recommend this company at all.
Hello Thank you for your feedback. We are sorry to see that your experience with us has left you feeling frustrated and dissatisfied, this is certainly not what we want for our customers.Given the comments in your review, we would like to investigate this matter further to see what can be done to at least improve the situation for you whilst a solution is sought. Therefore, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding matters.We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotMy review isn’t of the company but of a…
My review isn’t of the company but of a member of the team. Several times over the years I’ve had to deal with touchstone who don’t respond to emails in a timely manner and don’t answer calls however anytime I’ve emailed Daisy or called she’s always be helpful and friendly. If anyone has to speak with touchstone I highly recommend you ask for Daisy she always goes above and beyond to help. Thank you
Hi Charl Thank you for sharing your experience with us; it's greatly appreciated. Thank you also for your kind words about our colleague, Daisy; it's wonderful to hear and we'll be sure to let Daisy know 😊. We are sorry to hear that other colleagues haven't been as responsive, we'll feed that back to the Operation Managers. Thank you. With kind regards Touchstone
1/5
GoogleTried renting a property with them recently, even went for viewing, when my wife's employer's reference was pending we spoke to the reference agent and provided them with necessary documents and even asked if they want HR to contact them directly, they said they now have all they needed, only to be turned down by the letting agent that my wife's employment reference was not successful, I immediately spoke to the referencing agent to ask why such a feedback if they themselves said they have all they needed, and they confirmed same and ask we tell the letting agent call them directly to discuss this, I came to the conclusion that there was more to this, because if the referencing agent is saying something else and the letting agent is saying the decision was based on the reference and insisting nothing can be done, then this is highly unfair. I even asked if they can review this again and if they need any information I would provide, but they said no, I even offered to get a guarantor but they said not for a mid rent, but on the initial form they asked if we can get a guarantor, at that point I knew there was more to this. I read feedbacks from others here during the application and had my doubts, but I can confirm same. I don't think there are any process that can't be reviewed most especially if customer considered it to be unfair, but insisting nothing can be done really shows there are more to it.
Hello Andy Thank you for your feedback. We're very sorry to hear that you encountered some issues during our application process recently. We are unable to locate your account from the information in your review without more details. However, given the outcome of the application process, we'll understand if we don't hear from you. If you would like to provide us with further information, please email us at feedback@touchstoneresi.co.uk using the Ref: Google Edinburgh AH with details of your proposed tenancy, so that we can review the matter. Many thanks. With kind regards Touchstone
5/5
TrustpilotNew Home Repairs
I had recently obtained ownership of my property and was sad to see that there were a lot of pre-existing defects, both cosmetic and functional. This can be upsetting for anyone who is looking forward to moving into their new home.
Hi Mohid, Thank you for taking the time to leave such a wonderful review. We are delighted to hear that Felicity and Amira were able to support you during your move and help resolve the issues you found before moving into your new home. Your kind words mean a great deal, and we will be sure to pass your feedback on to Felicity and Amira. Thank you for recognising their hard work, and we wish you all the very best in your new home. Kind regards, Touchstone
1/5
TrustpilotReally bad at communicating
Don’t bother applying for a property with these. Emma was the most difficult person in the world to get a hold of, ignores emails, doesn’t respond to answerphone messages, her line managers message box is full so you can’t even speak to her either. I could have got an appointment to see the king easier than getting in touch with this lot. Glad I never got accepted tbh if this is how they treat their tenants.
Hello EllieWe are sorry that you have had trouble reaching the team at times during your application process and that this led to your leaving this review. Your feedback is appreciated and will be shared with the team.Best wishes for your new home.Kind regardsTouchstone
5/5
TrustpilotI had the pleasure of dealing with…
I had the pleasure of dealing with Claire Newton who was honestly amazing, I ran in to a few issues with the reference company (Let Alliance, who by the is absolutely ridiculous) Claire was very professional, productive and prompt with everything and basically took the stress away from me, I then also had the pleasure of dealing with Lauren Herbert for my onboarding who again was fantastic and very patient.Overall fantastic experience!
Hello MonikeThank you for your sharing your experience with us. It is wonderful to hear first hand how our colleagues were able to assist in making the process as smooth as possible for you. Our teams work hard to provide our customers with assistance at every turn, so it is very thoughtful of you to mention our colleagues Claire & Lauren, they’ll both be delighted with your kind words.Best wishesTouchstone
1/5
TrustpilotThis company is intimidating and…
This company is intimidating and harassing. We live in a rental property and they placed a 7 day notice on our door on a Saturday whilst our children were in the house, told us our home had been sold. We couldn’t get hold of anyone until 9am Monday morning. To be told our house hasn’t been sold and they do not have any intention of coming in and changing the locks and furthermore they don’t even have any court orders to do so!!!! How is this even allowed to happen and can only be deemed as a means of intimidation. Absolutely outrageous, dishonest, misleading and bullying. Do not use!!!!!!
Hello Kellie-JayneFirstly, we are sorry that you felt the need to post your review. Naturally, we are concerned by the comments you have made and would like to know more. Please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Notice, so that we can investigate what has happened here. Thank you.We look forward to hearing from you.Kind regardsTouchstone
1/5
GoogleWe were contacted by Touchstone to ask if we were still interested in a flat we'd enquired about a while ago. It looked really nice and was cheaper than our current flat so we decided to apply. However, we heard nothing back after sending the application, not even a confirmation that they'd received it. A week after applying, we emailed them to ask about the status of our application and again no reply. At this point I looked up the reviews for the agency and we immediately decided to withdraw our application. We've not received a reply to the email asking to withdraw, either. Seems more like a scam than a real company. I guess we dodged a bullet but still feel a little screwed over. Good thing we didn't terminate the contract at our current place.
Hello Silja Thank you for providing feedback on your recent experience with us; all feedback is appreciated. We are sorry to see that there appears to have been a misunderstanding between us, which has resulted in you withdrawing your application. Please be assured that your feedback has been passed to the team to see how this could be avoided in the future. We wish you every success in your search for another property. Touchstone
1/5
TrustpilotTenancy Transfer Nightmare
I informed Touchstone that I would be moving out of the property and that I had found someone to fill my space in the tenancy with my housemate, back in March. Over 6 months later and the new tenant is yet to sign any form of agreement to finalise the tenancy transfer. Touchstone have been less than helpful with countless emails and phone calls going unanswered making it impossible to make any progress. I resorted to emailing the landlord, Lloyds Living, to which this gained some momentum but this quickly fizzled out. I’ve emailed both touchstone and Lloyds to raise a formal complaint to which I have only had radio silence. Our property manager changed during this process to which we were not even informed which is also unacceptable. All three parties have attempted to speed this along to which we receive no response on how we can finalise this, to which I think Touchstone just do not care about us as tenants anymore. Several of the flats in our block have changed tenants in this time so I don’t understand why we have been neglected.
Hello Chelsea Thank you for sharing your feedback with us; it's appreciated. We are sorry to learn that you have had difficulty arranging your tenancy assignment; your feedback has been passed to the team, and we have asked that they reach out to you to progress this matter. Should you require further assistance with this matter, please contact feedback@touchstoneresi.co.uk using the ref: Trustpilot - Assignment with details of your tenancy. Thank you. With kind regards, Touchstone
5/5
TrustpilotHad a great time at Touchstone,Embley Road,Nottingham
Had a great time at Touchstone,Nottingham.Special thanks to Tony Lewis for being very very kind,approachable and helpful.I could easily split three and half years to into Pre Tony; and Tony’s era,and Tony’s was certainly very well managed.He has always been very responsive and attentive to all queries and concerns.I have left with fondest memories of this place.Uzma
Thanks Uzma. What wonderful feedback to receive about our colleague, Tony; we'll be sure to let him know. It's always great for us to hear such positive feedback about our colleagues. To hear that you found Tony attentive and responsive whenever you needed him will make Tony's day as it is exactly what he strives for 😊Sorry to see you go, but we send our best wishes to you for your new home.Kind regardsTouchstone
5/5
TrustpilotExcellent company and staff
Excellent company and staff. I am a tenant in one of their properties and I have to say, the service is top notch, you report an issue and it’s dealt with immediately and effectively, they follow up any complaints you have. When you call their offices, they handle your queries in a very professional way at the same time being warm and cordial. Can’t fault them at all. My maintenance manager Shirely Driver is awesome
Hi LuciaWow! Thank you for your wonderful review of the service that you’ve received from Touchstone during your time with us, it’s really made us smile. Thanks too for recognising the work of our colleague Shirley Driver, she’ll be chuffed to read your comments. Best wishesTouchstone
1/5
TrustpilotDidn’t provide house keys but happy to take rent
At the check in we were due 3 sets of house keys, as three independent adult tenants. We only received two keys, and only one was working, the other one snapped off the first time it was used. We let them know straight away, and waited. For two weeks no spares were provided. We couldn’t come and go freely, couldn’t lock up without locking the others out and ultimately couldn’t move in. Three weeks later, even when chased, we still only got one other key and are still waiting for any compensation for time lost moving in.
Hello Ella Thank you for taking the time to leave your review and for raising the issue you experienced with keys at the start of your tenancy. We are sorry to hear that your tenancy did not start as smoothly as we had hoped; this is not what we want for our customers. We are unable to locate your account based on the information in this review; therefore, could you please email us with the ref: Trustpilot - Keys with your tenancy details to feedback@touchstoneresi.co.uk? Upon receipt, we can review how this occurred and ensure that the matter has been fully concluded. We look forward to hearing from you. Kind regards Touchstone
1/5
TrustpilotJames close flat 13 and 59 (Derby)
My husband and I saw property flat 13 James close (derby) on the market. We went through all the processes and made the payment. Now let me know why two days for us to get hold of the key, we get an email that there's a problem in the flat and so we should temporarily stay in flat 59. It's been two weeks of us being in flat 59..no timeline from the team (Annabelle and Lydia). They keep telling us they can't give a timeline. If this is not bait to get flat 59 occupied, then then what is it? Why put a property out there if it is not ready for human settlement? Why take all those monies if you haven't done your checks?Why even wait for us to make full payment before comimg to tell us something different? It's extremely horrible and we demand that the right thing should be done or our monies given to us so we can get something better! You can't go about keeping people waiting. It's high time you all do the right thing! We can't fully settle in flat 59 because we don't know when we will be asked to move to flat 13. All our luggage are left unpacked. We demand answers!
5/5
TrustpilotFlat rented at Pleasance
I enjoyed living in the apartment, the size and location (Pleasance) was great. The property manager Lyndsey was fantastic, very helpful and always responded very quickly and dealt with any issues very efficiently.
Thank you for your kind words, Liga. We're pleased to hear you had a great experience during your time with us. Thanks too for your praise of our colleague, Lyndsey. We'll be sure to pass on your kind words; she'll be delighted 😊 We appreciate you taking the time to provide feedback for us, and send our best wishes for the future. Kind regards Touchstone
5/5
TrustpilotGreat start to the renting experience
From the point of advert to moving in the experience and process was very quick and positive. The majority of the communication was done by email and throughout the viewing and application process, the representatives from Touchstones were always quick in replying and kept me up to date with the progress. They even brought forward the move in date so I could get in before Xmas which was above and beyond. Thanks again.
Hi RossHappy New Year to you! Thank you so much for posting your review, we really do appreciate it. We're delighted to see that your recent experience with us was so positive, and that you found the processes quick and our colleagues prompt in responding to any queries. Best wishes to you in your new home.Kind regardsTouchstone
5/5
TrustpilotGood service, fast and helpful responses
I've been with Touchstone for 20 months and I like them. The property is well-maintained. Price increase after the end of the first year was small (from 2100 to 2150 GBP/month).
Hi Andrei, Thank you for taking the time to share your experience during your time with us. We're delighted to hear that you've been happy with the service you've received. It's especially pleasing to hear your recognition of Dean Williams. We know how important it is for maintenance issues to be dealt with promptly, and we'll be sure to pass on your kind comments to him. Thank you again for your positive feedback. Kind regards, Touchstone
5/5
TrustpilotThat the accommodation team takes responsibility for tenant confort as also mental well being
The support and guidance i received from the accommodation manager Tony Lewis over the few months about the constant conflict created by co tenants and helping to solve the crisis was commendable
Hi Dr Sumita, Thank you for taking the time to leave such a positive review. We are delighted to hear that Tony was able to provide the support and guidance you needed during what sounds like a challenging situation. We understand how important it is for residents to feel comfortable, supported, and listened to in their homes, and it's wonderful to know that Tony's dedication helped resolve the issues you experienced. We will be sure to share your kind feedback with Tony, who will be pleased to hear the positive impact he has made. Kind regards, Touchstone
5/5
TrustpilotTouchstone… A large company with local company values
Touchstone being a large company could loose it personal touch for tenants & contractors alike.We fill as a contractor that the portfolio managers are on top of the day to day issues & react quickly to the tenants problems & to instruct the contractors as soon as possible to carry out the works. Ian Giblin is very quick in response making us feel we are working efficiently as possible for the tenant & landlord.
Hi GrahamThank you for your sharing your experience with us. It’s certainly different for us to receive a review from a contractor’s point of view!As you say, Touchstone is a large company and with 18,000 properties nationwide under our management, our colleagues work hard every day to address any issues our customers have as promptly and efficiently as possible.Thanks too for highlighting the good work that our colleague Ian Giblin does, he will be chuffed with the mention. Best wishes to you.Kind regardsTouchstone
5/5
TrustpilotThe professional and patient manner…
The professional and patient manner used by staff is excellent. They listen to any questions they are asked and understand the pressure a customer is under when looking for suitable property. Any fears or apprehension are met with reassurance and explanations that relate to you as a person. Thank you Kaila for your patience and understanding. !!!
Hello WilliamThank you for sharing your experience with us, particularly your recent interactions with our colleague, Kaila. It’s wonderful to have such wonderful feedback about our colleagues from our customers, so thank you; we truly appreciate it.It's great to hear that you felt supported by Kaila during the application process, which can be stressful while waiting for everything to come together. We will pass on your kind words to Kaila, she'll be delighted with your review. Best wishes for your new home.Kind regardsTouchstone
1/5
GoogleDo not even start with these people. We are due to be made homeless in current property, were then lead on by their team being all bubbly on the phone saying it will be the perfect house for our family and we only need to wait a few more days for them to review our documents. Skip to that few days later, we receive an email stating we “did not meet the criteria”. Touchstone told us directly to take up the matter with Let alliance who did our reference checks. (We have an email from Touchstone clearly stating to get in contact with LA) After contacting Let Alliance they said our check was already closed and we should never have been told to seek further information. It’s all abit suss.. We both work, credit is good, we have a 1y/o son and will now be homeless on the 7th July. We have never missed a rent payment or bill in the last 7 years together. Affordable housing I thought was meant to be for family’s in need of some more space… Poor show. PLEASE AVOID!
Hello Jessica Thank you for sharing feedback on our recent service. We are sorry that your application did not go as planned, and we understand how disappointing this must have been for you. Your review has been shared with the Operations Team to see how such a situation could possibly be avoided in the future. Kind regards Touchstone
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.
Touchstone's Edinburgh office has 578 reviews across two platforms: 89 on Google, 489 on Trustpilot (across the whole business).
Touchstone Edinburgh is rated 3.1 out of 5 across all 578 reviews, and 2.3 out of 5 on Google from 89 reviews.
Touchstone Edinburgh, 1 Hay Avenue, Edinburgh, EH16 4RW.
