Trusted Agent profile · London
★★★★★
581 reviews across 2 platforms
305, Gray's Inn Road, London, WC1X 8QR
Touchstone Corporate PSL's office in London, at 305, is rated 3.2 out of 5 across 581 reviews on two platforms, including 104 Google reviews rated 2.6.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent Accomodation
Lived in the accommodation for 5 years at city hospital Nottingham,
Hi Fady Thank you for taking the time to share your experience with us. We're pleased to hear that Tony has made such a positive impact. We'll convey your kind words to Tony; he'll be delighted😊 Kind regards Touchstone
5/5
TrustpilotVery Helpful and Reassuring
Our experience wasn't so stress free to begin with but Hannah made sure that everything was sorted in the end. She was very reassuring
Hi KaylaThank you for taking the time to post your review, we appreciate all feedback from our customers. Sorry that things didn’t initially go according to plan. We’re pleased to see that with Hannah’s reassurance and assistance, everything was resolved for you.Thanks again.Best wishesTouchstone
5/5
TrustpilotIan at Touchstone
Ian at Touchstone has helped us through a few issues with our rental. Always prompt and quick to solve our problems without issue, we have enjoyed the time in our old (slightly leaky) home.We'll be sad to see him go as our building controller and wish him luck in his next venture, where he will be highly sought after!
Hi JosephThank you for sharing your experience dealing with our colleague Ian. It’s wonderful when we receive such wonderful feedback about our colleagues from our customers, so thank you; we really do appreciate it.Luckily for us, we’re not losing Ian; he is simply moving within Touchstone, so we’ll be sure to pass on your wonderful feedback to him. No doubt he’ll be as chuffed as we are 😊.Best wishesTouchstone
5/5
TrustpilotPooja was fantastic
Pooja was fantastic, and very communicative making our end of tenancy experience stress free!
Hi JadeWow, what a commendation for our colleague, Pooja! Thank you for taking the time to share your experience with Pooja during your recent move-out. We're delighted to see that your move was smooth and stress free! Best wishes to you in your new home.Kind regardsTouchstone
1/5
GoogleThey don't even deserve this star. I had a horrid experience with this company. They demonstrate zero customer centricity, employees are rude and dismissive, I was ignored for over 3 weeks over email, they did not process my move until 3 … More
Hello Gabriella Thank you for taking the time to provide us with your feedback on our service; … More
1/5
TrustpilotDisrespectful
My mum is a resident of one of these properties and the service given has been dreadful throughout. Lack of respect from them when you contacted them, particularly an associate at the Bath branch. After raising a complaint no follow up.Failure to notify us of DWP payments being received and mum still paying full rent 4 months on.I would recommend that Line Managers and staff need more customer service training.I must commend the receptionist on the day in question - totally professional service. Thank you.Maybe she should run the staff training sessions.
Hello AngelaFirstly, we are very sorry to hear that you and your mother are unhappy with our service. We welcome all feedback and I confirm that I will pass this back to the team to review their processes.On another note, thank you for your praise of our receptionist Donna Clare, it’s very much appreciated and I will have pleasure in advising Donna of your comments, so thank you.Finally, if your mother currently has any outstanding matters, please do contact us at feedback@touchstoneresi.co.uk with full details and we will be in contact. With kind regardsPenny GrahamTouchstone
5/5
TrustpilotGood Management of Touchstone
I was a tenant from Touchstones for 12years, and I was happy with the management, they will listen and attend to any issues right away. After I finished my tenancy as I plan to live abroad, got some problem with my safety deposits. If It may not be beyond their jurisdiction, when I asked help to Miss Sonia Kaminski, she didn’t hesitate to help me and I don’t even wait for a longer time. I lost hope that I will not claim my refunds because some of my details are not up to date,and I’m no longer a tenant in Touchstone, thankfully that Ms Sonia help me, and I’m very grateful for her, to the Touchstone management generally. May you continue to prosper and more power.
Hi EngraciaThank you so much for taking the time to review our service. With 12 years experience of Touchstone, rating us with 5 stars and providing your review of your more recent interactions with our colleague Sonia, is very much appreciated. We are delighted that we were able to assist you during your time with us, and at this very busy time before moving abroad. With very best wishes to you for your future.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotAppreciate a very good staff of Touchstone
We do found it's not easy to rent a house in Bristol, until Hannah Power helped us to go through all the procedures, gave good advice when it's necessary, then finally, we made the deal. We would like to say "Thank you very much" to Hannah and wish her everything fine with her career and family.
Hi MandyWow! What a wonderful review; thank you. We're delighted to be able to assist you in securing your new home, and we're pleased to hear that Hannah was able to guide you smoothly through the process.Thanks too for your lovely feedback and good wishes for our colleague, Hannah. Your kind words will brighten her day 😊Best wishes to you in your new home.Kind regardsTouchstone
5/5
GoogleKern was a great help for me moving in, as were Melissa and Fiona. Seems like a nice company. Keep up the good work! Been a pleasure so far.PositiveResponsiveness, Quality, Professionalism
Hi Brad Thank you for taking the time to leave your review and specifically for your wonderful feedback about my colleagues Kern, Melissa and Fiona, it's much appreciated. It's always great to be able to provide such positive feedback from our customers back to our colleagues, so thank you. Best wishes to you in your new home. Kind regards Penny Graham Touchstone
1/5
TrustpilotChose Being Homeless Over Staying Here
Absolutely horrendous. We lived in an apartment In Brighton run by Touchstone and it was a nightmare. The move in was super smooth but as soon as we were in it was nothing. We didn’t get internet installed in the building for nearly a year, and only did because my partner was the one contacting BT and the council. Heating didn’t work properly. Fire alarm went off most nights for no reason and would trigger smoke vents to open and let rain in. Energy rating was lowest it legally could be to rent. Apartment upstairs had a rotting support wall. Contacted management weekly about issues through their own website and they’d claim they “hasn’t received the complaints”.In the end we decided to sofa surf while looking for somewhere else because this place was disgusting and management did absolutely nothing.After we moved out they tried to take our entire deposit - they gave it back (minus £100 cleaning fee) after we discovered they had relisted the place a week after we left at an increased price (after claiming it needed extensive work for “damages we’d caused”) and got the deposit scheme involved… They charged our neighbours £150 to remove a sticker from the window.Seemed like such a good find when we moved in but truly an awful year of being ill from the freezing cold and being bored out of our minds with no internet. Don’t bother with touchstone because they won’t bother with you.
Hi KJWe are disappointed to receive your review and to read your comments about your time with us. This is not the experience we desire for our customers.I realise that you have now vacated the property but if you are happy to do so, we would very much appreciate your contacting us direct at feedback@touchstoneresi.co.uk with your property address, so that we can investigate the points raised in your review and what went wrong.Should we not hear from you, we send very best wishes for your new home.Kind regardsPenny GrahamTouchstone
1/5
TrustpilotNo respect for ex-tenants information
I never bother with reviews, but after having moved out of a touchstone property over 2 years ago and still being contacted constantly about a property I no longer live in ive had enough. Informing me of gas inspection, repair call outs and to top it all off, 2 years later they send me a "move out survey". So many questions I can't answer after not living there for 2 years. Clearly, this company doesn't understand that my requests for them to delete my information and stop contacting now have legal merit with GDPR and it is there responsibility.If they had maybe bothered to ask me to review them when I did leave the property they may have got a far different review, but now all I remember is how much of a pain it was attempting to remove myself from the lease and the following constant annoyance of trying to get them to stop bothering me over a property I didn't even live in.
Hi ScottThank you for your patience. Following your email, our IT Department are currently investigating why you are being contacted despite no longer being a current tenant of ours. We are very sorry that this issue has occurred and apologise for any inconvenience caused, and we will contact you direct when we know more.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotI had a good experience with the time
I had a good experience with the time. Hannah was very helpful and reassuring during the whole process.
Hi RoselineThank you for posting your review. Customer care is important to us, so we really appreciate your taking the time to acknowledge the help and assistance provided by our colleague Hannah recently. It’s great for us to see and also, Hannah will be really pleased to read your review, so thanks again.Best wishes to you.Kind regardsTouchstone
2/5
TrustpilotThis company needs a thorough shake up…
This company needs a thorough shake up given the very poor attitude and complete lack of communication from Chris Blair associate director who is also incapable of correctly completing paperwork, I also had 5 housing managers in 6 months, rent increase sent to me 9 days after moving in (sent 3 days before Xmas) with a form that clearly stated that rent cannot be increased within 12 months of the last increase which THEY dated 13/12/2021 sadly facts don’t matter in this situation and I was forced to pay the higher rent when moving out as the minor arrears were withheld by safe deposit Scotland, they also never even informed me of any rent arrears despite their system showing a shortage as a result of the proposed rent increase (which I objected to at the time in writing using the attached form) so was not even aware of any rent arrears until I handed in my 30 days notice, sorry but a very poorly run organisation and one that needs a major shake up in this day and age.
Hi GavinThank you for your feedback, which we will pass on to the team. We are sorry to read that you had experienced some issues during your time with us. Our team in Edinburgh works hard to provide an excellent service to our many customers, however, we accept that on this occasion that our service did not meet yours or our expectations.Moving forward, we hope Safe Deposit Scotland will be able to conclude the matter promptly for you to the satisfaction of all parties.Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
4/5
TrustpilotGood service
Allison is great, helpful and understanding when you have issues. And she gets scared when your iPhone tells you it’s probably her calling, which is nice.
Hi MattThank you for reviewing the service that you have received from our colleague Allison recently. We're delighted to see that you have found her helpful and understanding. Allison will be chuffed with your feedback and have a chuckle at your comment about the iPhone! Thanks again for making the time to review and rate Touchstone, we really appreciate it. Best wishesTouchstone
1/5
TrustpilotAVOID THIS COMPANY
Where to start with my experience of this company?
Hi Carolyn Firstly, apologies for the delay in responding to your review; our office was closed during the holidays. We are sorry to hear that you had some difficulties during your time with us, and that now you have moved out of the property, you have encountered a delay in finalising your deposit. If this is still the case, please contact us at feedback@touchstoneresi.co.uk with the ref: TP Deposit, confirming your tenancy details and any other outstanding matters, and we will connect you with the team. With kind regards Touchstone
1/5
TrustpilotAVOID AT ALL COSTS
Big flag straight of the back, their positive reviews on here are fake.• avoid fixing any problems with homes at all costs.• no heating or hot water for 2 weeks with a new born baby and told it’s non-urgent / low priority• threaten to forward invoices from contractors for any maintenance they need to carry out• increase rent prices every yearThe worst property management I’ve ever experienced.
Hi JackThank you for your feedback. Firstly to clarify, all reviews on this site have been posted by current or former customers, both the good and the not so good.We’re sorry to see that you have been experiencing some difficulties arranging repairs. We appreciate that you’ve probably already been in contact with us about this but if you still need assistance with the points raised or if you’d like to raise anything further with us, please email us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding matters. Thank you.Kind regardsTouchstone
4/5
TrustpilotFantastic
It was a wonderful experience, Hannah was very helpful and polite.
HiMany thanks for your kind review. We are really pleased that you are happy with the service you received from our colleague, Hannah. It’s great to see that you found Hannah helpful and polite, she’ll be chuffed with your feedback. We hope that you enjoy your new home.Kind regardsTouchstone
5/5
TrustpilotPooja was very helpful
Pooja was very helpful, always replied quickly and was always lovely.
Hi AmieWe really appreciate you taking the time to highlight the great customer service our colleague Pooja has provided to you recently, thank you. We’re happy to see that you’ve found Pooja helpful and responsive when needed, she’ll be delighted with your feedback, as are we 😊.Best wishesTouchstone
1/5
TrustpilotWorst customer service ever
Worst customer service ever. You report a fault and it’s takes 3-6 months for someone to come out, 9/10 they make it worse and won’t come back to fix it. My carpets and flooring in all coming loose and my children fall over all the time but they won’t fix it. They increase the rent every 2 years but never fix anything. I was without hearing for two days and was told to pay for it myself if I wanted in down within 24 hours. I have a baby.
Hi ClaireWe are sorry to read your comments and would like to investigate further. Please could you get in touch with us via feedback@touchstoneresi.co.uk using the ref: Trustpilot with details of your property and any outstanding maintenance, so that we can look into this for you. Thank you.We look forward to hearing from you.Touchstone
5/5
Trustpilot5* for Alex
This 5star review is for Alex - maintanance controller from Touchstone - he always promptly sorted our maintanance issues. Always available on the email or phone and if he is on deserved annual leave, he always follow up. From our previous experience with different agencies, it was always pain to get sorted and took long time with us chasing agency up. But not with Alex from Touchstone. So one more time, thank you very much.
Hi MarianThank you so much for taking the time to recognise our colleague Alex for his great customer service, we really do appreciate it. Alex is a fab team player, with excellent communication skills, and he always strives to do his very best for his customers. Thanks again, Alex will be delighted with your feedback.Best wishes Touchstone
1/5
TrustpilotPoor
Very poor. I didn't consider the property to be in good condition when I moved in...the property manager didn't seem to understand that a fully smashed door panel, a leaking sink, carpet that has mould marks and dust/grease/dirt is not what someone expects when they move in and are paying a good deal of rent. Property manager changed with no communication, the second manager seemed to disappear too, at least I didn't get email responses and couldn't get through on the phone. Different people seemed to handle different things so I didn't know who to get in touch with for example when it had been over a week since assessment and no one had been in touch. Maintainence reported was sometimes not responded to or completed. Was told I wasn't allowed the access code to the keysafe in order to leave keys for contractors while at work, which made repairs difficult.Many examples of miscommunication with me or between Touchstone and contractors- for example my final deposit assessment time was changed and done without me present. Very glad to move on, all very hasslesome and unpleasant.
Hi KateClearly the service and issues mentioned in your review are not at our expected customer service level and for that we are very sorry. I will ensure that your comments about communication between customers, contractors, and Touchstone are fed back to management, as well as your being unsure who to contact about different day-to-day issues. With sincere best wishes for you in your new home.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotA safe pair of hands
I had some initial concerns when attempting to rectify some minor teething troubles after the move. This was primarily down to a delay in assigning a suitable contractor. However, after speaking to Moses I was reassured that the matter had been escalated. I would just like to thank him for his professionalism and commitment to customer service.
Hi Christian We really appreciate you taking the time to highlight the great customer service and professionalism our colleague Moses provided recently, thank you. We’re really pleased to see that Moses was able to reassure you at this time and get things back on track for you, he’ll be delighted with your feedback, as are we.Best wishesTouchstone
5/5
TrustpilotPrompt response from
Prompt response from Ivana @touchstone
Hi Lesley Thank you for taking the time to share your experience with us and for your feedback on our colleague Ivana's recent service; it's greatly appreciated. Kind regards Touchstone
5/5
TrustpilotVery impressed with the prompt and…
Very impressed with the prompt and friendly staff particularly Alex Paradise and Emily Pilling, nothing was too much trouble and all issues addressed in a professional and friendly manner. They are amazing!
Hi SamanthaThank you for your wonderful review, we really appreciate the feedback. Great to see that you found Alex and Emily professional and friendly. They'll be delighted that you have taken the time to provide a 5* review of the service they provided to you. Thanks again.Kind regardsPenny GrahamTouchstone
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