Touchstone Edinburgh reviews

★★★★★ 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

★★★★★ 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

★★★★★ 1/5

Trustpilot

Touchstone manage resihomes property’s

Touchstone manage resihomes property’s, touchstone are responsible for stage one complaints, made a stage one complaint and they refused to take the complaint. What is the actual point of touchstone ?

Sonni · 28 July 2026

★★★★★ 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

★★★★★ 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

★★★★★ 1/5

Trustpilot

Touchstone are unable or unwilling to carry out essential maintenance

I have been with Touchstone for about 6 months.There was a roof leak when we moved in which could not be seen at viewing. The leak has not been repaired but they have placed a bucket in the loft to collect the water. Nobody has checked if it needs emptied..During the summer heat we were unable to open windows due to a wasps nest in the gutter area.We were told it would be dealt with in September.We are now in October and no better of as it was not dealt with and the mild weather means the wasps are still active.The complex Manager will no longer discuss this as it is in the hands of their Maintenance Manager.This is a joke as she does not answer emails and I cannot obtain a phone number for her.The main office is still closed due to Covid.I am left with no where else to go!The whole thing is a disgrace.I wonder what will happen with the roof during the winter?

Isabella · 5 October 2021

★★★★★ 1/5

Trustpilot

TOTALLY INCOMPETENT

Unprofessional and unhelpful. Just ended a tenancy of 2 years and had issues from start to end. Started by moving in 7 days after picking up the keys to a noise complaint letter when we hadn't even been in the property. Only 1/2 key fobs actually worked. No hot water for a week after moving in and a broken shower. 'Newly refurbished' meant goods like washing machine & dishwasher not plumbed in, and it had not been cleaned before we moved in. Then had neighbours constantly leaving furniture / general waste bin bags in a communal area which resulted in several threatening letters coming through our letterbox saying we would incur a fine if they weren't moved. That was despite them eventually admitting that the neighbours were not a Touchstone property so they couldn't do anything about it.I then reported that our ceiling-mounted fan fell loose in December '20. Since it was in the middle of winter we had litres of water leak through the ceiling over 4-5 months and cause several feet of mould around the hole left by the fan. We had 4+ contractors come out to look at it, say it needed bigger ceiling repairs, take photos, and then nothing else would happen. until I chased it up. We finally managed to move in August '21 and the hole/mould were still there. I suspect it'll get fixed a lot quicker now that the flat is sitting empty and not earning rent.I was amazed to get our deposit back, but I'm so relieved because it means I never have to interact with them again and wait weeks for a response. AVOID.Edit: I emailed the feedback line over a week ago as requested and got no response.. joke of a company.

JM · 20 September 2021

★★★★★ 1/5

Trustpilot

I reported a mould problem 10 days ago…

I reported a mould problem 10 days ago - no acknowledgement or response. Unable to get through on the phone as it repeatedly goes to voice mail. I've left several messages/complaints, on-line chats etc before anyone called me back. No explanation as to why no one responded in the first place, so far.

Lynda · 11 December 2025

★★★★★ 5/5

Trustpilot

Excellent customer service provided by Coco!

Excellent service provided by Coco. I have moved into a new apartment with Touchstone and as with any move, there are teething problems. I still have one issue outstanding which I will be posting an update on once rectified, but other than that, all issues have been resolved. Coco has been extremely patient, helpful and responsive. Great customer engagement, keep up the good work!Best Regards,Zak

MR · 15 May 2023

★★★★★ 5/5

Trustpilot

Good experience with Touchstone

We have just moved in but overall, Touchstone seems like a good company, everything is documented and well-organized. Only the referencing took ages but I assume the delay was on the side of the 3rd party providing the referencing checks. Pooja has been helpful and replied to all queries.

TM · 6 May 2024

★★★★★ 1/5

Trustpilot

Absolutely abysmal.

We recently moved out of a property and DO NOT RECOMMEND renting it or any property owned by Annington Homes or managed by Touchstone Lettings.The reason we have moved out of the property after 2 years is because for the entirety of that 2 years we were begging for essential works to be carried out. We are a young professional couple who work 12-16 hours a day and as such were barely ever in our house but wanted to be able to come home, have dinner, shower and go to bed, but we couldn’t. For the first 18 months we lived there without any way of washing ourselves, calling on friends, family and local hotels and gyms to be able to get a shower. We begged them to send someone to fix the shower in the property and they repeatedly refused or just ignored us altogether. We eventually got a response after 18 months when we refused to pay our rent until it was fixed, at which time a plumber arrived within a week and took 20 minutes to fix the problem. We had several other issues whilst living in the property:The oven was at least 30 years old and wasn’t wired in. We were told we were not allowed to store it and that if we removed it we would have to replace it with a brand new one. So for the entire time we lived there, we just didn’t have use of the oven. On the day we moved in we were told by the people who carried out the inspection that it was the “grottiest” house they had ever visited and that they recommended we clean it before we move in. Which we did, thoroughly. When we did that we discovered that the kitchen tiles were not actually stuck to the wall, just leaning on it. We also found that the lights in the living room didn’t work due to faulty wiring, every single radiator was broken and several windows either didn’t open, didn’t close or didn’t lock. The bathroom was riddled with black mould that we had to get rid of at least once a month. When we moved in there was a compost heap so high it covered the living room window. We sent pictures and were told if we removed it we would have to replace it when we left. Whilst living there a plumber was sent to replace a pipe. He flooded the entire downstairs of the house and left us to clean it up. When we contacted touchstone to ask them to fix it, they told us that because my fiancé had told the distraught 20-year-old plumber not to panic and it was fine, they were taking that to mean there was no damage and that we would fix the carpet ourself. So FYI if you do move in, the downstairs has significant water damage to the carpets and damp. We were charged because the curtains we left hung, despite being significantly more expensive and better quality, were not the ancient, cigarette-stained beige ones that were there when we arrived.We have been emailing, calling and messaging to try and get a response from anyone at either touchstone or Annington Homes for the whole time we lived there, at least once a month. We received no responses from anyone except one lady who badgered us from the day we purposefully stopped paying our rent, until the day before we cleared the arrears. And one man who emailed us to let us know that we had 30 days to clear a plot of land we hadn’t realised was our responsibility, over Christmas and during COVID. When I rang him to try and ask him to give us more time as 10 of those 30 days were Christmas time and Dwayno was fully booked, he didn’t answer the phone, all 32 times I rang. And they charged us exactly the amount of our deposit in “dilapidations”, including for a broken toilet light that their own engineer broke, so they wouldn’t have to give us anything back, informing us that we still owe them £2.50 but out of good will they’re going to waive that fee.So if I were you, even if it’s perfect for you, avoid these companies like the plague. These companies are the worst I have ever rented from in 13 years of being a tenant. I understand that I am a tenant and don’t expect to live in a 5-star hotel, but basic facilities should be provided, especially if you’re charging someone 100s of pounds. Also, just to show they take care of their tenants, they’ve started the work as soon as we moved out.

Steph · 20 May 2021

★★★★★ 5/5

Trustpilot

Fantastic all round

We rented our flat in Cardiff for the past three years with touchstone and we had nothing short of exceptional service.Everything from annual checks such as gas safety certificates to any standard maintenance issues that we reported were handled quickly and efficiently. We were never waiting for anything to be sorted and never had to chase.Communication with the company has always been brilliant and the staff members were always friendly.The only reason we chose the leave was become we had been able to purchase our first home and so were no longer looking to rent, however we would recommend Touchstone as a management company to anyone looking for a place to rent. They made the moving out process really smooth for us and appointed a third party to do all of the moving out property checks and inventory, after which they promptly informed us of the deposit return.Shirley Driver has been a real credit to your company throughout and is very efficient and a delight to deal with. Overall we had a fantastic experience with touchstone and have enjoyed renting from such a pleasurable company that really made us feel as though they cared about their tenants.

Tasha · 14 May 2021

★★★★★ 1/5

Trustpilot

Touchstone are absolutely awful

Touchstone are absolutely awful. I have had a leak in the property we've rented that began in January and has still not been resolved. This is still leaking consistently everyday to the point in which a bucket is full within 24 hours. There is now excessive mold growing in the highly saturated ceiling, alongside a strong smell of damp which has resulted in me no longer being able to stay in my bedroom. We have had multiple contractors out who have visited the property on at least 8 occasions, who have in turn confirmed that Touchstone do not want to pay the price to fix the heating system properly that is causing the leak. Ultimately, this is a disgusting way to treat people, and they have expressed no concern for the effect it is having on the living conditions and damage caused to the property.

GJ · 10 May 2021