Touchstone Edinburgh reviews

★★★★★ 1/5

Trustpilot

Do not use this company! Go elsewhere.

My friend has to use this company for renting and has had the same issues that everyone else has had on here. They say get in touch with them but they won’t sort any of their maintenance jobs out. They have refused to sort out mould that was there before she moved in!!!! She’s not even allowed to replace things that have mould on either so she has to breathe in the mould!!! Absolutely disgusting this company. Have made sure family and friends know never to use this company. Surprised they are still in business!

Michelle · 23 January 2023

★★★★★ 2/5

Trustpilot

Avoid if you can

I, personally, would avoid renting with Touchstone in the future. We rented a flat in Glasgow, and for the most part, the customer service was okay if there was an issue in the flat. If the issue was with the communal areas, such as when the front door to our block was broken, it took a lot longer to sort. I appreciate this is probably also in part due to the building factors. Also, not once during our 28 month period did anybody come to inspect the flat and check everything was okay.There was a much more serious issue when Touchstone raised our rent without informing us. We had extra charges on our account, which I enquired about more than once. Nobody got back to me. Eventually, I received notice that I owed rent arrears to Touchstone. They were quick to add these arrears to my account and send me correspondence saying I owed money, but nobody returned my calls or emails to explain what the arrears were for. The law in Scotland requires landlords to give tenants three months notice in writing regarding any intention to raise your rent. I eventually managed to get in touch with someone and explained that we had not received any written correspondence or emails. I did get the arrears I paid deducted from my next rent payment, but all the same, this was quite an unpleasant and stressful situation for us.Upon vacating our property, we paid for the flat to be professionally cleaned at our own expense. Additionally, Touchstone use an intermediary for check in and check out, who don’t actually work weekends. As we were moving on a Saturday, as many people who work weekdays do, this caused additional issues for us during our moving process. A Touchstone customer service advisor took a long time to arrange with us any deposit deductions, and constantly asked us to let her know if we had any disputes. When we did dispute, she took a long period of time to reply, and by this I mean in excess of 48 hours in some cases. I appreciate people are busy and it was Christmas, but we vacated the property a week before Christmas. She also sent the entire quote for the contractor they were hiring to us, which was quite intimidating, even though much of the quote was to do with the betterment of the flat. I believe that, had our deposit not been lodged with a protection scheme, they would have tried to take more of it. In the end, it was easier to just take the hit to our deposit rather than wait around for a reply for days at a time. The deduction was for ‘staining’ on the bathroom wall, which we have been charged £80 to sort it. The flat had not been freshly decorated when we moved in, and was not decorated at all throughout our tenancy. The paint in the flat itself is that cheap stuff that will rub off if you try to wipe the wall. I note that it has been classed as ‘cleaning’ in the deposit scheme, even though the flat was professionally cleaned. I find this a bit steep, and would have engaged with the adjudication process if I had recent photos of the wall. The result is that our deposit has only just been sorted with our deposit protection scheme today, a month after we moved out. We have lived in several other properties in Glasgow and never had any deductions to our deposit as we are good tenants and have looked after the property, and paid our rent on time. There are definitely better landlords in Glasgow, who we have never had any problems with.

LJ · 18 January 2023

★★★★★ 1/5

Trustpilot

Neglectful, Rude and Uninterested

Neglectful, lazy and truly traumatising. I’ve suffered terrible damp and black mould issues in a touchstone property because of the overgrowth of guttering external to the building. They’ve neglected to do anything about all the mould stains it’s left in my bedroom and through out the flat. Bins were constantly overflowing and general maintained ia poor. And yet yearly price increases, for what?? appalling customer service from the likes of Angela and other members I’ve dealt with. I could write pages more of my experience but I cannot offer anymore of my time or sanity., , , AVOID, , ,

Corey · 4 January 2023

★★★★★ 1/5

Trustpilot

Do Touchstone actually care about their tenants?

Since January I've logged various issues with Touchstone, and nothing has been fixed.Shower tray replacement - not doneFence repair - not doneToilet flush issue - not doneKitchen plinth - fixed ourselves because it was not done by the maintenance teamI have now just reported the shower head holder is snapped, so I wonder how long that will take to be sorted?I was a day late with the rent because I had changed my bank account and they didn't recognise the new account, and I had a call from Touchstone within a couple of days to tell me that they had not received payment, and yet it is acceptable for them to allow the house in which we reside to fall apart and not be able to utilise what we pay for every month. How is that fair?I don't want apologies, I just want things to be fixed. Is that too much to ask? I think 12 months is ample time for Touchstone to get their act together.

Shaun · 18 December 2022

★★★★★ 1/5

Trustpilot

Quick to Increase Rents, Slow to Fix Issues

This is a company that is very much quick to increase your rent but slow as anything that will cost them money such as essential repairs. They contract out absolutely everything to companies that are clearly the absolute cheapest with no knowledge and expertise. They are constantly cutting corners and cutting costs from their side with zero regard for paying tenants.

James · 23 December 2025

★★★★★ 5/5

Trustpilot

Dean Williams provides excellent service, again

Dean Williams, Maintenance Controller at Touchstone, once again provided excellent service in response to my maintenance request. He got involved personally to make sure the request was dealt with rapidly and the issue was resolved within 2 days. The Touchstone mobile app, Residently, worked perfectly for us.

Andrew · 14 April 2026

★★★★★ 4/5

Trustpilot

Alex Paradise has been incredibly…

Alex Paradise has been incredibly helpful in promptly resolving property issues as the first point of contact. His dedication and assistance have played a significant role in ensuring a smooth and efficient property management experience. It's evident that Alex is a valuable asset in addressing concerns and keeping things running smoothly. Only giving 4 stars because other staff aren't so helpful in getting issues resolved in a timely manner.

Jessica · 11 October 2023

★★★★★ 5/5

Trustpilot

Helena Matheson

Helena Matheson made mine and my partner’s move in process so seamless and efficient. Helena was always a phone call away from any questions and queries we had and even gave us a check in call the day after we moved in! Very grateful for Helena and the 5* service she has provided. Highly recommend Touch stone!

Alise · 14 June 2024

★★★★★ 1/5

Trustpilot

I’d give 0 starts if I could … avoid, avoid, avoid

We moved into a property with a broken boiler and were left without heating or hot water for several days while it was repaired. Despite the inconvenience, no compensation was offered.

Molly · 4 August 2026

★★★★★ 5/5

Trustpilot

Great friendly customer service

There had been a mix up over who our point of contact was which had caused some delays in being able to request a tenancy reference which had become urgent. Coco was great and immediately cleared up who our point of contact was, not only did she clear up the confusion she was able to sort the tenant reference for us within the hour. She was friendly and professional throughout the phone call and subsequent emails and really helped me today.

Breige · 25 October 2022

★★★★★ 1/5

Trustpilot

Terrible treatment of young family in…

Terrible treatment of young family in their rented accommodation. Utility room flooded after a badly installed washing machine leaked. Nearly a month no solution

Zena · 18 September 2026

★★★★★ 5/5

Trustpilot

Excellent Property Management

I've just ended my tenancy with touchstone after 3 and a half years. They've been excellent! Whenever there was an issue or repair they were straight on it and had an engineer out as soon as possible.A massive thank you to Coco for helping me with the move-out process and ensuring everything went smoothly. Highly recommend Touchstone!

Dylan · 4 June 2024

★★★★★ 5/5

Trustpilot

This review is for Lana Mackrell

This review is for Lana Mackrell. Thank you so much for going beyond for helping out with finding someone for the emergency at the property. Well done Lana, what would do without a person of your work ethics that match my own. Someone was supposed have come, they did not. Without you Lana we would still be paddling with water through the roof and not receiving any help to rectify the problem with you sending a person to see the problem that has and is occurring. Thank you for your support and wonderful people person manner. You have my 5 stars and more. pam

Pam · 5 September 2022

★★★★★ 1/5

Trustpilot

I’ve been contacting this company since December… with no response or call back from them

I’ve been calling since December leaving messages , I also had an email sent. No one returned my calls or email. The company’s communication is poorly represented! I’ve also dropped into the office no one was there to answer any questions either of the days. This may be a sign !

Tyeisha · 24 February 2026

★★★★★ 5/5

Trustpilot

Coco was assigned as a Customer Advisor…

Coco was assigned as a Customer Advisor / Property Manager to complete the Tenancy Agreement and schedule the move into the agreed accommodation. She was well communicated and responded to all the queries as and when required. Me & my family is new to UK and we were going through all the checks, verification & processes to get tenancy for a property and struggling staying outside. Coco was very helpful in arranging my MOVE IN to the property and it's a great help from her. Professionally, she have is managing the customers and clients well. In absence of Coco, Sonia was in charge of some of the tasks such as Tenancy Agreement signing & arranging the Check In Clerk for us. He did a good work and helped us for a smooth move in. Thank you.I wish she help number of people like us in future too. Good work from Touchstone Team.

Umesha · 2 August 2022

★★★★★ 5/5

Trustpilot

I am very grateful for being in touch…

I am very grateful for being in touch with Karen throughout my process so far. She has been amazing and very helpful. She made my life easier during this time.

Snehlata · 21 July 2026

★★★★★ 5/5

Trustpilot

Tony Lewis is excellent

Tony Lewis is excellent, dutiful and attend to queries and resolve issues promptly. He is approachable and ready to listen. I had a repair problem in my room and this was resolved promptly. He's absolutely brilliant. Thank you Tony for all you do. From Adesola Flat 40 room D

Adesola · 13 August 2024

★★★★★ 5/5

Trustpilot

I have noticed quite a positive change…

I have noticed quite a positive change since few months in terms of efficiency and responsiveness of the team. Tony Lewis is taking care of all the queries sent to him and is always helpful. This is not just my opinion but opinion of most of the people I know in the building

Palwasha · 29 May 2024

★★★★★ 5/5

Trustpilot

A proper manager at last!

I have been living at my present premises for 5 years and have had problems with repairs since I first moved in. I have several matters that need resolving and despite my protests to several maintenance managers, the work has not been done. I had an email from a new maintenance manager Alex Paradise yesterday to advise that Integral were going to call to the property to inspect windows, heating etc. As it was a new manager I asked about the various problems being encountered over several years that were still outstanding and sent Alex copies of all emails sent previously over the years. I have to say that Alex immediately took action and things have started to happen already since yesterday! Alex apologised for the lack of attention I received to my complaints and has full heartedly given my matters all of his attention.I want to say a big thank you to Alex for the work he has done on my behalf, for his understanding and his quick response to my problems. In one day Alex has done what numerous others had not done over 5 years. You are a credit to Touchstone and I am a very grateful tenant.

May · 1 April 2022

★★★★★ 5/5

Trustpilot

I’d like to mention how helpful and…

I’d like to mention how helpful and informative the Resident Services Coordinator Helena Matheson has been throughout our application and moving in process. The process can be very longwinded due to the amount of third party companies involved, Helena’s guidance made the process very seamless and less stressful. Would highly recommend.

Jordan · 2 July 2024

★★★★★ 5/5

Trustpilot

My honest review so far.

Right, when I've moved to my property a month ago ish I was very concerned about all these bad reviews. Not gonna lie but the truth should be echo out too.From day one we started to see loads of issues with our property, things like (leaking from bathroom, leaking from under the sink, problems with our switch shower, uncleaned cooker exaustor that started to leak grease, under pressure at our boiler, and more small bits)...Yep it was like, a lot. But....But....They fixed every, single, one, of, them!I'm amazed by how easy and quick it was to report and get everything arranged. A big shout out to Shirley (touchstone property manager) and a huge shout out for GB Maintenance team! They are just amazing.They swap every single broken piece in this property, painted the ceiling that got the leaking, they even replaced the cooker exaustor that was very dirty. I know that everything that was reported was a fault in the property, but I'm just impressed by how efficient they were in resolving them. It's the first time that we got a decent property management that is easy and quick to help us.Nice one guys.If you used to have some bad management within the company it's clear for me that whatever you guys did to change that, it's working!Keep going!Please share this message across the departments, because you're doing a great job!Regards,Guilherme Reis.

Guilherme · 17 March 2022

★★★★★ 5/5

Trustpilot

I had a very positive experience…

I had a very positive experience staying in the City Hospital accommodation. The room was comfortable, clean, and suitable for my needs during my time there.

Ghaith · 31 July 2026

★★★★★ 1/5

Trustpilot

Awful company

Awful company. Don’t use. Avoid! Paid the £100 referencing fee..Failed referencing and still waiting on my refund. It’s been 6 weeks. Numerous emails and calls and still nothing. The guy who dealt with this was Max at the bath branch. Useless.

Louise · 7 April 2026

★★★★★ 5/5

Trustpilot

I really appreciate the manner I was…

I really appreciate the manner I was attended to and beyond the call, my request was actioned swiftly.

Kilsi · 16 September 2026