Every review we hold for the Edinburgh office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotExcellent experience
The application process was great from start to end and getting the keys for our new home. We want to thank Felicity Mcmahon for her time and patience to assist us set up and settle in to our new home.
Mufasa · 4 October 2024
Agent replied · 24 October 2024
Hello MufasaThank you for taking the time to share your experience with us and for recognising the work of our colleague, Felicity; it means a lot to us. Felicity is patient and organised, which has made her a firm favourite with our customers.We hope you are settling well into your new home.Best wishesTouchstone
★★★★★ 5/5
GoogleTouchstone have been more than helpful from the start of my application to my moving to the property, even helping with directions due to a new build location. I've only had a minor issue with the boiler and a plumber was quickly arranged. Special shoutout to Ivana for answering and advising any queries/questions that I had and overall great customer service, thank you.
Andre · 10 June 2023
Agent replied · 9 June 2024
Hi Andrew
Thank you for sharing your experience with us.
We know that moving can be a busy time for our customers, so our colleagues try to make this process as smooth as possible. We’re delighted to see that with Ivana's help, everything ran smoothly for you. I’ll be sure to pass on your comments to Ivana, she’ll be thrilled.
Best wishes in your new home.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotShockingly poor communication
They barely respond to any emails, send generic copy and paste emails again and again - very poor customer service
Callum · 4 August 2026
Agent replied · 25 September 2026
Hi Callum,
Thank you for taking the time to leave your feedback. We're sorry to hear that you've been disappointed with our communication and the service you've received; this is not the experience we aim to provide.
We'd like the opportunity to look into your concerns further and understand what has happened. Please contact us at feedback@touchstoneresi.co.uk, quoting reference TP - Comms, including your tenancy details and any outstanding matters, so we can investigate and work towards a resolution. Thank you.
Kind regards,
Touchstone
★★★★★ 5/5
TrustpilotTouchstone have been great to us since…
Touchstone have been great to us since we moved in, in some cases things took a while but to sort understandably they are in demand and do their best to get things sorted on time, everything we asked to be done got done while we rented in Northampton. There was a small delay after Christmas in sorting deposit return but they have come through at short notice now and made us happy. We are all dealing with delays in the world and expect things to take longer than usual and for the overall service, I am a happy touchstone customer. Robert R.Have a great 2021!
Robert · 11 January 2021
Agent replied · 11 June 2024
Hi RobertThank you for your review of the service you received from Touchstone during your tenancy, it's very much appreciated. As is your understanding that during this most usual time, despite our best efforts, some delays are unavoidable, so thank you. Best wishes to you in your new home, for 2021, and beyond.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotMy agent was Karen Dolman
My agent was Karen Dolman. Karen is excellent at her job. She was knowledgeable, patient, and attentive to my needs, ensuring all my questions were thoroughly answered. Her professionalism made the experience pleasant and efficient. I would highly recommend Karen for her outstanding service.
Nadine · 3 July 2024
Agent replied · 24 August 2024
Hi NadineWow! Thank you for your glowing commendation of our colleague, Karen Dolman; we really do appreciate it. We are delighted to hear that during your recent interactions, Karen showed you both patience and attentiveness whilst responding to your queries. We'll be sure to let Karen know; it's always a pleasure to be able to share such wonderful feedback with our colleagues.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotBanbury tenant very happy with Touchstone
I've been a tenant now for 3 months and I'm pleased to say that Shirley Driver has been an absolute star in ensuring that my move in and any snagging issues were dealt with professionally and in a timely manner. A lady with a great sense of humour and a smile I can sense through our telephone calls it's a pleasure to be a tenant. Treat someone how you want to be treated and all will be good :-)
Paul · 15 March 2021
Agent replied · 11 June 2024
Hi PaulThank you for your wonderful review of the service that you have received from Touchstone, it's much appreciated. I was particularly pleased to hear your feedback about my colleague Shirley Driver. Thank you for acknowledging Shirley's friendly and supportive approach to her work.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotI have tried to contact you touchstone…
I have tried to contact you touchstone via email/phone/Residency app but nobody gets back to me ever!
Ros · 14 August 2026
Agent replied · 25 September 2026
Hi Ros,
Thank you for taking the time to share your feedback. We're sorry to hear that you've been having difficulty getting in touch with us. We understand how frustrating this must be, and this is not the level of service we aim to provide.
We would like to look into this for you and see how we can help. Please email us at feedback@touchstoneresi.co.uk with your property details, the best way to reach you, and a brief outline of the assistance you require, and a member of the team will follow up with you.
Thank you for bringing this to our attention, and we hope to resolve this matter for you as quickly as possible.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotMoved into a brand-new…
Moved into a brand-new Touchstone/Lloyds Living property in September 2025 and have been dealing with unresolved issues since October. Despite paying rent on time every month, the aftersales support has been extremely disappointing.
MRSMARGARETKILVERT · 20 April 2026
Agent replied · 5 June 2026
Hello Margaret
Thank you for your feedback. We’re sorry to hear that there is outstanding maintenance at your property. As this is a new build, responsibility does initially sit with the developer; however, we’re aware that their response has been slower than expected.
To avoid further delay, we will therefore arrange for our own contractors to attend next week.
If anything becomes urgent in the meantime, please don’t hesitate to contact our out‑of‑hours service. Thank you.
Kind regards,
Touchstone
★★★★★ 1/5
TrustpilotAwful
It took touchstone over 2 years to repair our leaking roof. The roof allowed water to seep into one of the bedrooms which caused the ceiling to fill with mould. The agent I dealt with was extremely incompetent and unhelpful. In fact she was so unhelpful It almost felt like she was taking enjoyment from it. The roof has now been fixed but two months on the scaffolding is still outside our house so we cannot open any of the windows at the front. Yet again the same agent is of no help, I have called her multiple times to have the scaffolding removed. Everytime she has an excuse and says she will call me back. Guess what... she never calls back. How is this person still employed by touchstone? The best part is when you ask to make a complaint - She doesn't know what the complaint procedure is and tells me to speak to a welfare officer.
Terry · 20 August 2020
Agent replied · 11 June 2024
Hi there,Could you kindly email me across the address of your property and I will look into this matter for you with priority. My email is natalie.james@touchstoneresi.co.ukI look forward to hearing from you.Kind regardsNatalie James Touchstone
★★★★★ 5/5
TrustpilotProfessional and efficient…
Professional and efficient communication. Great service and support from Dean Williams
Customer · 17 September 2026
Agent replied · 11 June 2024
Hello
Thank you so much for taking the time to review our service, we really appreciate it.
Thanks too for acknowledging the support provided by our colleague Dean recently; we'll be sure to pass on your kind words.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotI have found Touchstones to be a great…
I have found Touchstones to be a great landlord, its nice to have a company that understands it is your home, as most letting agents make you feel like your renting an investment you can't relax or feel at home in.My property manager Shirley Driver has been very kind and understanding, she has listened to any concerns I have raised and eased them, she has treated me as a valued individual.At this stressful time she has been very supportive, and we are able to at least enjoy the garden in lockdown, as Shirley made sure the work was done to make it as promised when we moved in.
Michelle · 6 May 2020
Agent replied · 11 June 2024
Hi Michelle,Thank you for rating and reviewing the service that you've received from Touchstone, it's much appreciated. I was particularly pleased to hear that my colleague Shirley Driver has made you feel valued, so thank you for acknowledging her supportive and helpful approach to her work.I hope that you're still enjoying your garden, and send you best wishes to you in your new home. Kind regardsNatalie JamesTouchstone
★★★★★ 1/5
TrustpilotIf you want to live in a safer
If you want to live in a safer, reliable home - do not use this company. I repeat ‘DO NOT USE THIS COMPANY’The staff are miserable and unhelpful. My boyfriend has rented in one of the buildings managed by them for over year and I’ve moved in start of this year, so about 10 months. 1. In the last 10 months, the boiler has been broken about 15 times. 2. The elevator has broken down about 10 times. 3. The washing machine pothole glass was already cracked before my boyfriend moved in. He complained constantly and Ryan (works for this company) blamed him and requested a before photos. How are we able to supply before photos?????4. Mine and my boyfriends parcel of around £150-£280 until date has been stolen and there is no sense of seriousness or stern in their emails to residents. They send a slap on the wrist email and basically encouraging us to send parcels to our work address. Technically, they are implying if we have a large sofa and wardrobes that needs to be delivered for our home, we send them to our work address 👍🏼Terrible company. I’ve lived in better properties managed by other businesses!
Iona · 5 November 2024
Agent replied · 24 December 2024
Hello IonaThank you for sharing your feedback. We’re sorry to hear about the issues you’ve experienced, and we understand how frustrating this must have been.We’re aware there have been recurring issues with the boiler. This falls under the remit of block management (third party), and block managers have ensured that the necessary repairs and preventative measures are now in place to help reduce further disruptions.With regard to the lift breakdowns, we’ve noticed that some of these incidents are due to overloading, particularly during move-ins and move-outs. We are working to keep the lifts in good working order and encourage residents to follow loading guidelines to help minimise these issues.Parcel security is an important concern, and unfortunately, this has become a common issue across many residential properties in the UK. Although we’ve added additional security measures, we are unable to take responsibility for missing parcels. To assist, we recommend arranging deliveries for times when you’re available to receive them directly or using local collection points.Finally, we’re sorry to hear that our customer service has not met your expectations. We take this feedback seriously, and a member of our team will be reaching out to discuss your concerns in more detail.Thank you once again for bringing these matters to our attention.Kind regardsTouchstone
★★★★★ 5/5
GoogleWe have had minor issues with the property that we stay in, however Charlotte reid has been expectional and dealing with our minor issues. She has been super professional and very prompt at getting problems sold! Can't thank her enough - she is fantastic at what she does.
Thanks again Charlotte for looking after us and dealing with not so great situations.
Highly recommended 5*
Thanks
Jerry
Jerry · 10 June 2022
Agent replied · 11 June 2024
Hi Jerry
Thanks so much for taking the time to review our service and particularly for your glowing commendation of my colleague, Charlotte Reid.
It's great to hear that when you needed her, Charlotte was able to resolve those minor issues for you. I will ensure that your review is fed back to Charlotte and the team.
Thanks again.
Kind regards
Penny Graham
Touchstone
★★★★★ 1/5
TrustpilotTotal lack of accountability and ignoring serious safety hazards
I am extremely disappointed with the lack of professionalism and basic communication from Touchstone. I have submitted formal reports, including photographs, regarding a property they manage, yet I have received zero acknowledgment or action for several months.
Lew · 18 February 2026
Agent replied · 25 February 2026
Hello Lew
Thank you for your feedback. We are sorry that you have had trouble reaching the team; we know this must be frustrating.
Your review has been forwarded to the team’s Manager for review, and they will be in contact with you shortly.
Kind regards
Touchstone
★★★★★ 5/5
GoogleI had a wonderful experience with Touchstone. Throughout my tenancy, they were always responsive and made sure my concerns were promptly addressed. The checkout process was smooth and hassle-free. I especially appreciate Karen’s professionalism and timely support whenever I needed assistance. I highly recommend Touchstone to anyone considering renting with them!
Jones · 16 October 2025
Agent replied · 16 April 2026
Hi Andrew
Thank you for sharing your experience with us and for the warm commendation; it means a lot.
It's wonderful to hear that you've enjoyed your time with us and found our colleagues, particularly Karen, helpful. It's always a pleasure to be able to convey such kind words to our teams, so thank you.
Best wishes to you for the future.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotEasy .. Fast .. Helpful
I am really grateful for Touchstone for the easy and fast processing of my tenancy.Easy and professional online viewing was done with Chris. Helped me very much to make the decision to rent the flat.Everything was done within 3 days. Very helpful staff. The Deposit Free option was completed within few hours with small fee of £20 + VAT. Easy and safe key collection. Many thanks for Touchstone and specifically for Chris.
Maiss · 19 August 2021
Agent replied · 11 June 2024
Hi MaissWe really appreciate you taking the time to provide your wonderful review of the service that you have received from our team in the Edinburgh office recently.We are delighted that you had a great experience with us and I will ensure that your comments are passed on to Chris and the team.Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotJust generally a very unhelpful…
Just generally a very unhelpful company, Rented a home, check in was ok. Landlord never authorised any fixes in the house. No one ever helped with issues and now we are leaving they have already insinuated that there are a lot of damages. We lived in the property for 1 year and looked after it impeccably. They are very quick to raise your rent also. We lived in ours for 6 months and already had an increase.
Julia · 6 December 2024
Agent replied · 24 December 2024
Hello JuliaWe are sorry to hear that our service didn’t meet your expectations. Having now had the opportunity to investigate this matter, we acknowledge that the final repair at your property wasn’t completed as it would have caused a major inconvenience to you. However, we do feel previous repairs were approved and completed in a reasonable timeframe.We are not aware of any insinuations regarding damage at your property. We are currently reviewing your check-out to determine the condition of your property, taking into consideration fair wear and tear, and will be contacting you in due course with the outcome of your deposit return.We have investigated your comment regarding a rental increase before the 6-month term and can find no evidence to support this. In line with your tenancy agreement, we implemented an annual increase which was communicated to you in advance.Best wishes for your new home.Touchstone
★★★★★ 1/5
TrustpilotPlease do not choose this company if you care about your property and tenants
I 100% agree with others that had bed experiences with this company. Poorly managed and I need to double check everything as even simple calculations aren't done correctly. We fought now for 10 months to get a severe Health and Safety issue in our property sorted out - now have given up and will move. I can only hope that the property owner will change company before letting the property out again so nobody else has to suffer through the same experience we had to and potentially get hurt. We have received absolutely appalling and dehumanising behaviour from this company and can't wait to leave this experience behind us.
Chris · 10 October 2024
Agent replied · 24 October 2024
Hello ChrisWe appreciate your feedback. We are sorry that this matter has been ongoing without resolution. We appreciate that you have already contacted the team about this but please could you provide us with some more details about your property and any outstanding issues with the link that's been emailed to you from Trustpilot? Alternatively, contact us at feedback@touchstoneresi.co.uk with the requested information and anything you'd like to add. Once we receive confirmation of your tenancy and the issue you need assistance with, we can put you in touch with the correct team. Thank you for your patience.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotIt's been a pleasure
With over 3 years of being a tenant, my experience with touchstone has been made easy and without complaints. Special thanks to Pooja and Felicity for their professionalism and responding to my needs.
Jack · 24 September 2024
Agent replied · 24 October 2024
Thank you, Jack. We're delighted to hear such wonderful feedback from a long-standing customer. Thanks too for acknowleding the work of our colleagues, Pooja and Felicity, over the past few years; its' appreciated. We'll be sure to pass on your kind words to them.Best wishesTouchstone
★★★★★ 5/5
TrustpilotLovely experience
I would like to mention a staff member Coco is been extremely helpful the whole time before and after we moved in. She gave us fast and clear response in short time no matter how small the issue is about. It making us feel that we are important and less worried. Please keep up the hard work and well done!
Victoria · 15 November 2022
Agent replied · 11 June 2024
Hi VictoriaThank you for sharing your experience with us, we really appreciate your feedback. Coco is a gem and is proving very popular with our customers due to her great customer service. Thanks again for your review, Coco will be delighted to read your comments. Best wishesTouchstone
★★★★★ 5/5
TrustpilotI had a conversation with Lewis small
I had a conversation with Lewis small,he was extremely thoughtful and kind too listen too my complaint and the stress I feel ,very helpful
Lorna · 7 May 2026
Agent replied · 5 June 2026
Hi Lorna
Thank you for taking the time to leave a review following your recent interaction with Lewis; it’s wonderful to hear that Lewis was kind and thoughtful leaving you feeling supported 😊
Best wishes
Touchstone
★★★★★ 5/5
TrustpilotIt was really a great experience to…
It was really a great experience to rent a house through Touchstone CPS. They are not only professional but also reply you within No time. Special Thanks to Simon and Hannah who went extra mile to get me a dream home to rent. 👏
M · 19 January 2024
Agent replied · 11 June 2024
Hi Mr KhanThank you for your wonderful review. We are delighted to see that you enjoyed your experience with us, and that we help you find your dream home 😊.Thanks too for your praise of our colleagues Simon and Hannah, they'll be delighted with your comments.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotTerrible company and rude with zero communication skills!!!
Absolute shambles of a company. communication is poor they are rude and when you pile pressure on them they accuse you of being rude and Will only communicate via email, but they do not respond too emails!Currently taking legal against them for withholding funds. They go by contracts that are 2 years out of date! I have requested all transcripts of phone calls being made so I can pass this onto property ombudsman and guess what had zero response, due to GDPR I am legally entitled to all phone call transcripts! We have requested our own deposit back and within 90 days we will get it as it’s illegal to hold once a request has been submitted! I have requested a senior member of management to phone me as I have logged an official complaint and guess what zero response, I will not let this drop, they where rude to my partner and failed to acknowledge her emails and now I have to get involved, you had the opportunity to deal with the nice one of us and now you have to deal with me! Good luck you are going to need it! Our landlord unfortunately passed away and we was on a verbal monthly contract with our letting agent then these clowns took over but yet they insist by going by a contract that was 2 years out of date that had expired!!!! We could not get anything in writing from our original letting agent as our landlord died so everything was done verbally, touchstone was given the opportunity to be in charge or our deposit and they declined (proof in email) now they want access too it!!!! I don’t think so!!!! Touchstone had zero communication with our original letting agents to inform them whats going on. We gave them one month notice at the very earliest opportunity they failed the acknowledge our notice and I had to chase them, I also gave them certain days I could do handover and in one of the phone calls I was told the date I could do was accepted, later found out they couldn’t do and want to charge me 2 days rent for this!!! Had no choice as had work commitments but too leave keys in the locks as they failed to meet the agreed date!!! Then they accuse me of leaving the property insecure, hello you should have stuck with the original agreed date!!!I am formally requesting again copy’s of transcripts via phone calls, failure to do so means you are breaking the law!!!
Rikki · 31 August 2024
Agent replied · 24 October 2024
Hello RikkiThank you for your feedback. We are sorry to hear that your experience has not been favourable, and we realise how frustrating this must be for you. We want to look into this matter further, so we've now sent you a direct message via Trustpilot to get some additional information from you. Please respond to the Trustpilot link with your full name, address for your tenancy, and any outstanding matters. Once we have this information, we will put you in touch with the appropriate team and aim to get matters back on track for you as quickly as possible. Thank you.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotWould really recommend
It was easy to understand the process, communication accuracy was good, transparency, and what was asked was done and solved. Was a great experience.
JAHNVI · 1 May 2026
Agent replied · 5 June 2026
Hi Jahnvi
We really appreciate you taking the time to tell us about your experience during your time with us. We’re really pleased to hear that you found our processes easy to understand and our service met your expectations. It’s great to know everything was resolved as promised and that you had such a positive experience. Your feedback truly means a lot to the team 😊
Best wishes to you for your new home.
Kind regards
Touchstone
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