Every review we hold for the Edinburgh office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotManaging by book, not by human way
As a well-organized company, what is your contingency plan for a situation where a tenant is affected by water leakage from an upper floor that is managed by a different service provider? Why should your client have to wait until the issues in the non-managed flat are addressed, enduring the associated problems? Providing a safe home is your responsibility, and waiting six days while managing strictly by the book is viewed as inadequate. A more practical, compassionate approach is expected from a company of your reputation to promptly address your client's concerns.
Rukshitha · 25 July 2024
Agent replied · 24 August 2024
Hello Rukshitha We're sorry to learn about the leak affecting your home. In cases likes this, it can be difficult to liaise with the relevant parties and organise the necessary repairs to a property not within our management, and apologise for any inconvenience this causes you.We will arrange for the team to contact you directly regarding this matter. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThank you Coco!
Coco Blunos was our point of contact at Touchstone (we were renting in Gloucester) and we could not recommend her more highly. She was always prompt and friendly when assisting with any queries and was a real pleasure to deal with. Coco is a real asset to Touchstone and proves that good old fashioned quality customer service does still exist!
Kate · 14 July 2022
Agent replied · 11 June 2024
Hi KateThank you so much for taking the time to provide such wonderful feedback about our service and particularly that received from my colleague Coco, we really do appreciate it. We're delighted that you found Coco to be friendly and prompt with responding to any queries, that's great to see.Thanks again for your review, we’ll be sure to feed it back to Coco. Best wishes to you.Kind regardsPenny GrahamTouchstone
★★★★★ 1/5
TrustpilotIf I could give minus stars I would
If I could give minus stars I would. They took over our property and within a week we received a rent increase which is over 5 percent increase. We were given 3 days notice of the increase which is illegal we were then informed that all rent is due from 1st of month, ours is normally paid from 14th and we have incurred charges even though we were told on 16th of month. We were promised when they took over no changes to rent within a week they upped our rent 100 pounds. I am disgusted and I really dislike them as landlords.
Louise · 23 July 2024
Agent replied · 24 August 2024
Hello LouiseWe are very sorry to hear that you are unhappy with our service since taking over the management on behalf of your landlord. It is understood that the team is working with both you and the landlord to find a reasonable solution for all concerned. Kind regardsTouchstone
★★★★★ 5/5
Trustpilot-----
I am a tenant at The Farthings, and this is a review and positive feedback regarding Mr Tony Lewis, Estate Technical Manager at The Farthings. I confirm that from my perspective, since he took over Mr Lewis has provided outstanding service and support: 1. excellent support to the tenant, by addressing timely each query I raised, from repairs to information queries; 2. a timely feedback to the issues and question raised, including at the weekend / OOO - which is much appreciated and has made a real difference; and 3. demonstrating competence and a thorough understanding of the local logistical context and matters at hand at The Farthings.In our interactions, Mr Lewis demonstrated high professionalism throughout and not lastly, excellent human and communication qualities, which are important to the tenant especially when there is a change in Landlords.
Radu · 22 July 2024
Agent replied · 24 August 2024
Hello RaduThank you for taking the time to write such a wonderful review for our colleague, Tony. We're pleased to hear that you feel supported and confident that Tony will handle any concerns you may have promptly and efficiently; he'll be delighted with your feedback, and so are we.Best wishesTouchstone
★★★★★ 5/5
TrustpilotWe have a washing machine machine…
We have a washing machine machine problem as all know house with kids washing machine is key sent an email to Lucas Bartesch
Maison · 21 April 2026
Agent replied · 5 June 2026
Hello
Thank you so much for taking the time to share your experience. We completely understand how essential a washing machine is in a busy family home, so we’re really pleased to hear that Lucas was able to support you quickly and efficiently.
We’ll be sure to pass on your kind words to Lucas, feedback like this really means a lot to our colleagues.
Thanks again for leaving us a review.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotIan Giblin
Ian Giblin is our maintenance controller and has been absolutely fantastic from day one. He gets things sorted quickly and keeps us updated if there are any changes. He makes us feel confident that any issues will be handled swiftly and effectively. Thank you Ian.
Sarah · 31 October 2023
Agent replied · 11 June 2024
Hi SarahThank you for posting your review. We’re so pleased to see that you feel in safe hands with Ian. We appreciate all customer feedback but to receive such a hearty commendation of Ian’s work is wonderful, so thanks again. We’ll be sure to pass it on, it’ll make Ian’s day 😊.Best wishesTouchstone
★★★★★ 5/5
TrustpilotWe were tenants in a flat managed by…
We were tenants in a flat managed by Touchstone for two years, and were very happy with them! They cut no corners, and any issues we had in the flat (roaches, clogged sinks, etc.) were resolved quickly and thoroughly. There was always the feeling that they would do their best to help, and in spite of a few mixups with deposits/payments at times, everything worked out in the end. Thanks!!
Elle · 19 August 2020
Agent replied · 11 June 2024
Hi Ella,Thank you for taking to time to leave such a wonderful review about the service you have received whilst renting one of our properties. Your feedback is much appreciated.Kind regardsNatalie JamesTouchstone
★★★★★ 5/5
TrustpilotThank you Tony Lewis for your attention…
Thank you Tony Lewis for your attention to detail and commitment to excellence are clearly reflected in your work, consistently delivering high - quality results.
Lou · 22 October 2024
Agent replied · 24 December 2024
Hi LouWow! Thank you for your glowing commendation of our colleague, Tony; he'll be chuffed with your kind words.Tony works hard to support his customers so it's great to see his hard work recognised; thank you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotThe property was not cleaned when we…
The property was not cleaned when we moved in!
Jyoti · 21 July 2026
Agent replied · 25 September 2026
Hi Jyoti
Thank you for taking the time to share your feedback. We are very sorry to hear about the condition of the property when you moved in and understand how disappointing this must have been; the issues you describe fall short of the standards we aim to provide.
If you are not already in contact with the team, please contact us at feedback@touchstoneresi.co.uk with your property details, and all outstanding issues so that we can review and progress the matter for you.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotExtremely disappointing and concerning…
Extremely disappointing and concerning experience with Touchstone and the handling of our move-in at 85 Fillenham Way.
Max · 24 May 2026
Agent replied · 5 June 2026
Hello Max
We’re very sorry to hear about your experience and the issues you encountered when moving into your property. This is not the standard we aim to provide, and we fully appreciate your concern and disappointment.
We would like to look into this urgently and work with you to resolve matters. Please contact us directly at feedback@touchstoneresi.co.uk with details of all outstanding issues, and we will ensure these are reviewed and addressed.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotRUBBISH SERVICE
Again, our macerator unit under the sink is leaking for the whole and I am reporting thousand times and nobody cares. I fed up with the rubbish service from your firm.
VIET · 23 September 2026
★★★★★ 5/5
TrustpilotBoiler repair
Issue raised was considered very needful and they have taken the action immediately. Alex Paradise is so approachable and always there in need. Thank you to the entire team who handled it on time.
Neethu · 13 May 2024
Agent replied · 11 June 2024
Hi NeethuThank you for leaving your review; we greatly appreciate it. We are happy to hear that Alex and the Team were able to arrange a quick repair for you😊. We appreciate your kind words about Alex as well; it's great to know that you feel supported if you need any repairs.Best wishesTouchstone
★★★★★ 1/5
TrustpilotIncompetent and unprofessional
This company is run by incompetent people with zero organisational skills or common sense. Not once have I received a letter from them where all the tenants names are spelt correctly, sometimes a tenant isn’t even addressed. I have made them aware of this issue and they haven’t bothered to fix it. How hard is it to spell names correctly when they’ve had ID sent over to them? It’s just unprofessional. We are a student home, and they have made the repossession of our home like a living hell, for 4 students trying to get through their final year of university they’ve put the weight of our previous landlords mistakes on our shoulders and had essentially 0 sympathy for our situation. Trying to get through to them and speak to someone who actually has answers is next to impossible, they don’t answer emails and bombard you with unnecessary home visits despite all safety certificates being in order and provided to them. I asked them to put a complaint through over the phone months ago and have never heard back in regards to it, if this company even is FCA regulated they're breaking basic standards. This company seem to be in the interest of damage control not damage prevention. Would have AVOIDED if possible!!!
Emma · 17 June 2024
Agent replied · 24 August 2024
Hello EmmaWe are sorry that a Fixed Charge Receiver was appointed over the property you rent. We understand that this can be a distressing and disruptive experience, however, there are certain processes that have to be followed and this may feel unfair. Would you kindly email us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - LPA with your property details and any questions that you would like us to address. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotI lived at a beautiful property managed…
I lived at a beautiful property managed by TS for five years and I they were great! Whenever I had a maintenance issue they would send someone within 2-3 days (even during the pandemic) and had the problem sorted there and then most times, or if needed to order parts they would come back, shortly afterwards. All the GB Maintenance guys (the company TS work with) were super nice and knowledgeable too. Same with all the admin queries, they handled them very promptly and efficiently. Alana, Pooja and Tom, who I dealt with most times were great! Thank you all. Tania
Tania · 7 June 2024
Agent replied · 13 June 2024
Hi TaniaWow! Thank you for posting such a lovely review. Receiving such positive feedback from a long-term customer makes it all the more satisfying. Thank you also for recognising the work of Alana, Pooja, and Tom. They strive to make property management as easy as possible for their customers, so your kind works will be greatly appreciated. Thanks too for your feedback on GB Maintenance; it's great to know that our panel contractors are ticking all the right boxes! We'll be sure to let them know. Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHad a great experience with Touchstone
Had a great experience with Touchstone! Thanks to them, we were able to move into the new home with ease. Special shout out to Pooja Shetty for making this move so comfortable and quick!
GOWRI · 29 April 2024
Agent replied · 11 June 2024
Hi GowriWow! Thank you for sharing your experience with us; we appreciate your kind words. We are delighted to hear that our colleague Pooja was able to make your move into your new home as smooth as possible. She’ll be chuffed with your feedback, as are we!Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotGreat service
Alex went always above and beyond our expectstions. Very prompt and professional no matter what we were dealing with! I hope he is very well appreciated as those kind of people are core of the company and should be treasured like a gems!
Vera · 5 October 2023
Agent replied · 11 June 2024
Hi VeraWow! What a wonderful review for our colleague, Alex. Thank you. And for sharing your experience with us, we really appreciate it. You’re right, Alex is a gem! It’s wonderful to hear that our customers find him easy to deal with and professional, it shows that he puts customer service at the heart of everything that he does.Best wishes.Touchstone
★★★★★ 1/5
TrustpilotIf i could give negative stars
If i could give negative stars - i would. This company is run by MORONS that take your money and go have tea parties every other weekend with it. THIEVES - i moved out in march and they are REFUSING to return my deposit. They also OWE me the cost of a heater due to a non-working boiler when i moved in, in Jan 2023. DISGUSTING CUSTOMER SERVICE - DO NOT RENT WITH THIS COMPANY.Edit: Yes, my tenancy has legally ended so stfu!
Hannah · 21 May 2024
Agent replied · 11 June 2024
Hello HannahWe are sorry you feel aggrieved that we aren’t able to return your deposit but we are unable to do so until your tenancy is legally ended. As soon as the tenancy has ended, we will be in touch to discuss the deposit with you. In the meantime, if you need any further information on this, please call the team and they’ll be happy to update you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotIt's been a year and they have been…
It's been a year and they have been superb in maintenance requests, billing and general enquiries. Always up to date on their emails and their telephone updates on engineers or rebooking always was up to date and consistent. A special thank you to Emily and Alex from Touchstone for their service.
Jtan · 1 February 2023
Agent replied · 11 June 2024
Thank you JtanCustomer care is important to us, so we really appreciate your taking the time to leave your review. We’re delighted to read your comments about the service you have received over the past year from Emily & Alex and will gladly pass on your thanks to them.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotAVOID AVOID AVOID
I wish it was possible to give 0 stars because Touchstone CPS don’t deserve even 1 star.
Jeremiah · 8 May 2026
Agent replied · 5 June 2026
Hello Jeremiah
Thank you for sharing your feedback. We’re very sorry to hear about the ongoing issues with the shower leak and the delays in resolving this for you. That’s not the level of service we aim to provide.
If this repair is still outstanding, please email feedback@touchstoneresi.co.uk with your property address and all outstanding repairs, so that we can assist you.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotI rarely provide feedback
I rarely provide feedback, but I feel it is important to highlight the outstanding service provided by Tony Lewis from the maintenance team. His professionalism, responsiveness, and efficiency are exemplary. Tony consistently addresses requests promptly, communicates effectively, and completes tasks to a high standard. His dedication and expertise are highly valued, and he is a tremendous asset to your team. Keep up the excellent work, Tony.
Praisy · 17 December 2024
Agent replied · 24 December 2024
Hi PraisyWow! Thank you so much for taking the time to share your experience with our colleague Tony, as well as your kind words; he'll be delighted. It's important to Tony to do all that he can for his customers, so it's great for us to see our customers consistently posting such wonderful feedback highlighting his excellent work.Best wishes for the Christmas holidays.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotTouchstone is really professional
Touchstone is really professional. Our dealings were with Pooja Shetty. She is an amazing person. Very quick with her responses. Never had to wait or send her a reminder. Pooja made our life very easier during our rental period. Excellent service. Really happy.
Treesa · 21 August 2023
Agent replied · 11 June 2024
Hi TreesaIt’s wonderful when we receive such positive feedback from our customers, so thank you. Thanks too for your glowing commendation of our colleague Pooja and the service she has provided to you. We really appreciate customer feedback. and Pooja will be delighted to read your comments. Best wishes to you.Kind regardsTouchstone
★★★★★ 5/5
Trustpilot5 star ***** Quality Customer Service *****
I made a call today to request some advice and assistance and my call was answered incredibly swiftly by Charlotte, a very helpful Property Manager who not only solved my query instantly, she went above and beyond with great advice and a follow up confirmation email covering everything. I wish all companies had staff like this, I do hope Charlotte's bosses are aware of how much of a credit she is to their business.
Mr · 24 September 2025
★★★★★ 1/5
TrustpilotUpdate from my review dated 1st March…
Update from my review dated 1st March 2024. 6 and a half months and still waiting for the issues to be resolved. Electrician attended in March and advised smoke alarms not connected to the mains. Lounge light needs replacing. Problems fixed....nooooooo!!! Roof leaking, water running down the walls. Roofer attended in March. Has the issue been fixed.....nooooooo!!! I'm now growing my own mushrooms on my wall. I fully understand Touchstone inherited the property but they have been taking rent since last September and done absolutely nothing. Other than apologies for not fixing the issues and promises to get things sorted, nothing has been done. In the meantime I'm sleeping in a damp bedroom. Fingers crossed there will be no health implications to the mould growing. Maybe legal advice will be my next option.
Ian · 19 April 2024
Agent replied · 11 June 2024
Hello IanWe apologise that the works have not yet been completed; we're aware you understand that these are inherited issues we are trying to resolve. We are looking to instruct the roof works as quickly as we can and also any internal remedial work. We appreciate this is frustrating and the Property Manager has been asked to reach out to you directly so that you are receiving regular communications and updates. Best wishesTouchstone
★★★★★ 5/5
Trustpilot5 Star Service
My wife and I recently moved into a new build and were tasked with submitting a snag list to Charlotte at Touchstone, for her to liaise with the Property Developer to action. What can we say, Charlotte delivered on all issues raised, with a faulty smoke alarm being repaired within 2 hours of reporting it. Nothing is too much trouble for her and she even contacts us for updates on the progress of the jobs we have reported, to make sure they have all been addressed. It is extremely rare today to find anyone who delivers on customer service so it is so refreshing to deal with someone who goes the extra mile and delivers on everything you raise. I would thoroughly recommend Touchstone, and Charlotte in particular, to anyone.
Ian · 19 April 2024
Agent replied · 11 June 2024
Hi IanThank you for sharing your experience with us, we really appreciate it.Moving into a new build home can throw up some unexpected challenges, so we’re delighted to see that in liaising with the developer, Charlotte resolved these issues and, in the process, exceeded your expectations. Charlotte really does work hard to ensure that everything is as smooth as possible for her customers, so she’ll be delighted with your feedback. Thank you.Best wishesTouchstone
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