Touchstone Edinburgh reviews

Hello RachelThank you for your feedback. We're sorry that you have been experiencing issues with your building. We understand that a colleague has been in contact with you today, if this is not the case then please feel free to contact us at feedback@touchstoneresi.co.uk using the ref: Google noting any outstanding matters. Hopefully our colleagues in the Edinburgh office will be able to assist you with any outstanding issues. Kind regardsTouchstone

Update: We are disappointed not to have received a follow-up to our request for further information via Trustpilot. If you would prefer, please contact us at feedback@touchstoneresi.co.uk with your property details and any outstanding matters, so that we can investigate further for you. Thank you.--------------------------------------------------------------------HelloThank you for your feedback. We are very sorry that you have been experiencing some difficulties contacting us recently.We are unable to locate your account from the information in this review without further details. So at your earliest convenience, please could you provide us with some more details with the link that's been emailed to you from Trustpilot?Once we receive further details, we can put you in touch with the correct team. Thank you.We look forward to hearing from you.Kind regardsTouchstone

Hi ChloeWow! We are touched by your 5* commendation, thank you.We are happy to hear that our colleague, Hannah, was able to make the move-in process as seamless as possible by keeping you informed throughout. Hannah will be delighted with your feedback, and so are we! Best wishes to you in your new home.Kind regardsTouchstone

Hello RoseWe are very sorry for the inconvenience caused by this issue. We'd like to investigate this further, so we've sent you a direct message via Trustpilot to request some more details from you. Please reply to the Trustpilot link with your full name and address for your tenancy. Once we receive this information, we can look into this matter for you and get back to you.Kind regardsTouchstone

Hello Jennie Thank you for your feedback. We’re very sorry to hear about your experience and appreciate you bringing these concerns to our attention. We regret the issues you encountered with communication, the handling of your deposit claim, and delays in progressing the TDS dispute. This is not the standard of service we aim to provide, and we apologise for the inconvenience caused. Your comments have been noted and are being used to review and improve our processes to ensure clearer communication and more efficient handling moving forward. While we’re pleased the matter was ultimately resolved, we recognise the time and effort required on your part should not have been necessary. Kind regards Touchstone

Hello AnjanaWe really appreciate you taking the time to acknowledge the help our colleague Pooja provided you with recently; thank you. We are happy to hear that Pooja has been helpful and responsive when called upon; Pooja will be thrilled to hear your comments, as are we 😊.Best wishesTouchstone

Hello Firstly, we are very sorry to see that your daughter experienced issues with her heating/hot water just before she vacated and apologise for any inconvenience that this caused. As your daughter has now vacated, we’ll understand if we don’t hear from you but we would like to look into this matter, so we’ve sent you a direct message via Trustpilot to acquire some more details. Please could you respond to the direct message request with your daughter’s name and address for the tenancy. Once we have this information we can investigate what happened and review our processes accordingly. Kind regardsTouchstone

Hi Tracy We appreciate you taking the time to share your feedback. We’re really pleased to hear that Maddy was able to take swift action to resolve your issue and that Graham from Scorpion delivered such a great job. We’ll be sure to pass on your kind words to them both, they’ll be delighted to know their efforts made a positive difference. Best wishes Touchstone

Hi JoshThank you so much for your post and rating, it’s much appreciated. We’re delighted to see that we’ve hit the mark and that you’re happy with our service. Thanks again.Best wishesTouchstone

Hello SzabinaThank you for your feedback. Understandably, this is a difficult time for you having received notice to vacate because your landlord intends to sell the property.We appreciate that you have already spoken with the team about this but if you would like to discuss any further concerns you have, please contact us via feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Notice, and a colleague will be in contact with you. Kind regardsTouchstone

Hi Harold We sincerely apologise about the heating and hot water outage at 333 Kingsland. Please know that addressing this issue is our top priority, and we have been in urgent communication with Town and City to resolve it swiftly.We want to assure you that we take all reported issues seriously here at Touchstone. We are actively investigating the lift outages and working towards finding a solution. Additionally, while parcel theft unfortunately seems to be a widespread issue in the UK, our Customer Service Team is diligently exploring solutions for 333 Kingsland. Rest assured that any other maintenance concerns within the building have been promptly addressed. We have been sending regular updates to the whole block regarding the heating and hot water outage. The Customer Service team have also been working to ensure that regular communications are sent to the whole block about any general issues. If you would like to discuss this further, please email us at feedback@touchstoneresi.co.uk using the Ref: 333 Kingsland, and a member of staff can arrange a phone call with you.Many Thanks.Touchstone

Hello TheoThank you for your feedback. We apologise for the prolonged inconvenience that you and our residents have experienced due to the lack of heating and hot water. We understand that this is unacceptable and we share your frustration.To clarify, the plant room at the block falls under the management of Town and City, the block managers. As such, only their contractors have authority to carry out the necessary works to resolve the issue. As soon as we were notified of the hot water outage, we immediately escalated the matter to Town and City.Please assured that we are committed to ensuring that the necessary steps are taken to rectify the heating and hot water outage. Touchstone and your landlord have sent a more detailed update with the next steps and assistance that we can offer residents during this time.Again, we apologise to you, and all of our customers, for the inconvenience caused and will keep all residents updated accordingly.Kind regardsTouchstone

Hello MattThank you for your feedback. We apologise for the prolonged inconvenience that you and our residents have experienced due to the lack of heating and hot water. We understand that this is unacceptable and we share your frustration. To clarify, the plant room at the block falls under the management of Town and City, the block managers. As such, only their contractors have authority to carry out the necessary works to resolve the issue. As soon as we were notified of the hot water outage, we immediately escalated the matter to Town and City. Please assured that we are committed to ensuring that the necessary steps are taken to rectify the heating and hot water outage. Touchstone and your landlord have sent a more detailed update with the next steps and assistance that we can offer residents during this time.Again, we apologise to you, and all of our customers, for the inconvenience caused and will keep all residents updated accordingly.Kind regardsTouchstone

Hi JohnThank you for taking the time to provide us with feedback about our service. We are sorry that you have had issues previously but really pleased that Naomi has stepped up and is getting things sorted out for you. I will ensure that your comments are fed back to the team. Thanks again.Kind regardsPenny GrahamTouchstone

Hello IanThank you for your feedback. We are sorry that maintenance works haven’t been dealt with quickly as we'd all like. Touchstone, on behalf of the Receivers, have inherited the property from your landlord. The team are aware that this is a priority and will ensure that the maintenance is dealt with for you.Kind regardsTouchstone

Hi LauraWe appreciate you sharing your recent experience with us. We are pleased to hear that with Hannah's support everything went smoothly for you, and that you thought our service was excellent; it's always nice to receive such positive feedback about our colleagues. Best wishes in your new home.Kind regardsTouchstone

Hi PraisyWow! Thank you sharing your thoughts on the service provided by our colleague, Alex. It's great to hear that Alex was proactive in dealing with any concerns you had, and kept you updated. We'll make sure to pass along your feedback to Alex, he will be delighted.Best wishes to you in your new home. Kind regardsTouchstone

Wow! Thank you Geraldine for sharing your experience with us, your wonderful review has made our day! It’s always great to see our colleagues work recognised, so thank you. Coco & Shirley will be chuffed with your feedback too!We are delighted to see that during your time renting with us you felt confident in the team’s ability to deal with any matters arising promptly for you. With very best wishes to you in your new home.Kind regardsTouchstone

Hello ChiThank you for providing feedback; it's appreciated. We're sorry that you have been experiencing issues with repairs at your property. We have made a request for further information via Trustpilot but if it's easier for you, please email us at feedback@touchstoneresi.co.uk with the ref: Trustpilot - Heating / Extractor with details of your tenancy and any outstanding issues, so that we can review this for you.Kind regardsTouchstone

Hello Maria We appreciate you voicing your concerns. We apologise for the difficulties you have encountered both on-site and in communicating with the team on this matter. We appreciate that you have already raised this with the team, but we would ask that you email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Block Management with details of any ongoing issues so that we can investigate this matter further for you. We look forward to hearing from you. Kind regards Touchstone

Hi ElaThank you for posting such a wonderful review of our colleague Alex and highlighting the work that he does on a daily basis for our customers. It’s always great to see our colleagues recognised for their work, so thanks again, we really do appreciate it. Best wishesTouchstone

Hello L. Speed Thank you for your feedback; we truly value customer input and appreciate you taking the time to share your experience with us. We are very sorry to hear that you have had difficulty contacting us, this is certainly not the experience we aim to provide our customers. If you still need assistance, please email us at feedback@touchstoneresi.co.uk with your tenancy information and details of any issues you would like help with. We’ll be happy to help. Kind regards Touchstone

Hi Justyna Thank you for taking the time to comment on your experience with Touchstone; we really appreciate it. We're delighted to hear that Felicity was able to support to you through the move-in process quickly and efficiently, and that you're happy in your new home. We'll be sure to let Felicity know, she'll be chuffed with your comments 😊Best wishesTouchstone

Hello KaitlinThank you for your review and for reaching out to us via our Feedback email. My colleagues will respond to your email separately.We are sorry that the pre-tenancy procedures did not go as planned on this occasion and that this has led to you leaving your review. We genuinely appreciate all feedback from our customers and can confirm that your review has been shared with both the property team and Operational Team for review. With kind regardsTouchstone