5/5
TrustpilotGood customer experience
Coco and Amee in the Credit Team have been extremely helpful and always respond to my requests very promptly, I really appreciate their support.
Trusted Agent profile · London
Touchstone Corporate PSL London reviews
★★★★★
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.
Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Trustpilot5/5
TrustpilotEasy Process
My tenancy progression and referencing was carried out by Kian Ascott who was excellent. This stage for any new let can typically involve a fair amount of anxiety but Kian's quick responses and clear instruction made the process feel very easy.
Agent replied · 14 June 2024
Hi EuanThank you for sharing your experience with us. Thank you also for your wonderful feedback on our colleague, Kian; it's always nice to hear such positive things things about our colleagues. We're pleased Kian helped make your recent move go smoothly. Best wishes to you in your new home.Kind regardsTouchstone
1/5
TrustpilotDisingenuous charges when leaving the property
They've tried to charge us for the removal of a pole that is used to open the loft, left in one of the bedrooms by the landlord and some rust on an aged panel in the bathroom, which is so ridiculous it's almost funny that some people say this with a straight face.
Agent replied · 14 June 2024
Hello ClaudWe are sorry that you are unhappy with the outcome of your recent tenancy check-out. Finalising deposits is rarely easy as it can be a highly emotive subject. If this matter is still outstanding, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Deposit and a member of the team will be in contact with you. Best wishes to you in your new home.Kind regardsTouchstone
5/5
TrustpilotVery happy
Very happy, especially the professional advice from Pooja Shetty. I called her 3 times and she helped me in all the moments. Even after the moment we moved in, she helped me with the parking questions. We are really happy with her attention.
Agent replied · 14 June 2024
Hi AntonioWe appreciate you sharing your experience with us, and thank you for your kind words about our colleague, Pooja. We are pleased to hear that Pooja was able to assist you whenever called upon. We’ll be sure to pass your review on to Pooja, she’ll be delighted with your feedback. Best wishes to you in your new home.Kind regardsTouchstone
1/5
TrustpilotWorst estate agent ever
take months to do a repair and even then they tell contractors to do the cheapest repair possible, I waited 18 months to have a water leak in the property repaired, they even ignored a pending court action from united utilities, a complete joke of a so called estate agent , don't go anywhere them
Agent replied · 14 June 2024
Hello AlanWe're sorry to see that you have encountered some difficulties during your time with us but thank you for bringing these matters to our attention. 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
5/5
TrustpilotAlex is polite
Alex is polite, friendly and prompt. He keeps you updated with relevant information as soon as it is available.
Agent replied · 14 June 2024
Hi DwightThank you for providing our service with a 5* review, it’s much appreciated. We’re pleased that you’ve had a positive experience with Touchstone thanks to your property manager, Alex. We’ll make sure that Alex receives this well-deserved feedback. Thanks again. Kind regardsPenny GrahamTouchstone
1/5
TrustpilotWaste of space of a company!!!
Waste of space of a company.. emailed several times to raise issues, but have not yet gotten a response, been well over a month ago now and still nothing has been done. The property manager is a jobs worth!! I will be taking this higher to a response and have the issues resolved! Because touchstone have no interest in their customers.
Agent replied · 14 June 2024
Dear ConsumerWe are very sorry to see that you have had to post a further review as things do not appear to be moving forward for you.If you have not already done so, please could we ask that you contact us direct at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Consumer with details of all outstanding matters, so that we can move this forward for you. We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotAll things were good
All things were good Specially Tony and karen they were amazing staff I have ever seen they responded to my questions so fast so I felt that I have the appreciation and respect Thank you all
Agent replied · 24 August 2024
Hi IbrahimThank you for taking the time to share your experience with us, we really appreciate it.We're delighted to see that Tony & Karen have dealt with any queries for you promptly and professionally. We've let them know. Thank you.Best wishesTouchstone
5/5
GoogleHad a lot of issues with loosing my keys but Dean fixed my problem extremely quickly and with brilliant communication. Really appreciated all his help and am extremely thankful
Agent replied · 24 October 2024
Hi Rosie Thank you for posting your review about our service; it's much appreciated. We're pleased to hear that Dean was able to resolve the situation quickly and easily for you. We'll be sure to pass on your comments and thanks to Dean, it will make his day. Thank you. Best wishes Touchstone
1/5
TrustpilotEmpty promises
While quick to offer a public reply to my previous review here (Be Warned) with a promise to contact me, here we are again. Not a whisper from anyone at Touchstone since I forwarded the requested info, despite them having every possible piece of contact info on their system. Utterly inept.
Agent replied · 14 June 2024
Hi Pip We are very sorry you didn’t receive a further response; you will receive an email from the team before the end of the week.Kind regardsTouchstone
1/5
TrustpilotRude and ignorant don't get back to you…
Rude and ignorant don't get back to you the system is so broken need advocacy support I sent email compaint no response rude rude rude
Agent replied · 28 December 2024
HelloThank you for your feedback. We are very sorry to hear that you have had difficulty contacting us and that you did not receive a response to your email complaint; please accept our apologies. Please email feedback@touchstoneresi.co.uk using the ref: Trustpilot - Complaint, together with details of your tenancy and any ongoing issues, so that we can look into this further for you. Once we have received this information, we will be able to assess the situation and respond to you personally.Kind regardsTouchstone
1/5
GoogleTerrible communication. They cancelled the viewing at short notice 3 times over a 3 week period for the same property. Third time we were there and recieved a text message, 10 minutes before, that the property had already been let out. No ability to communicate with an actual person via email of phone - by far the worst letting agency around.
Agent replied · 21 June 2024
Hi Priyank We are so sorry that you experienced some difficulties recently when trying to arrange a property viewing with our London office. Our team in the London office prides themselves on their customer service and regret that on this occasion, our service fell short. We hope that you have now secured a new property and wish you well for the future. With kind regards. Penny Graham Touchstone
1/5
GoogleI WOULD LIKE TO SAY THAT I WAS LIVING IN UK FOR OVER 5 YEARS AND CHANGED HOME QUITE OFTEN , ABOUT 7 TIMES BUT NEVER HAD SUCH A BAD LANDLORD/COMPANY, NOT LOOKING AT ALL AFTER THEIR TENANTS/HOME BUT HAVING A VERY NASTY APPROACH ON THE END OF THE TENANCY, REQUESTING MONEY FOR DIFFERENT REASONS, IF NOT WORKING ADDING THAT THE HOME WASN'T CLEANED PROFESSIONAL. "VERY BAD" THAT DESCRIBES ALL !!!!!!!!
Agent replied · 21 June 2024
Hi Andrei, I am sorry to see that you are unhappy with aspects of our service. Please could I ask that you contact us: feedback@touchstoneresi.co.uk with details of your property so that we can look into this for you? I look forward to hearing from you. Kind regards Natalie James Touchstone
5/5
TrustpilotBrilliant service!
I'm very happy with the service that has been provided. The staff have been very approachable and helpful in ensuring the booking went smoothly. Thank you for this!
Agent replied · 27 October 2024
Hi DabeetThank you for taking the time to share your experience with us; we're delighted that you're happy with our services! It's great to hear from our customers that they find our colleagues helpful and approachable; thank you. Best wishes in settling into your new home.Kind regardsTouchstone
5/5
GoogleI was assigned Sue Lywood as my agent during my first move into a rented proptery with Touchstone and she was excellent and able to asnwer any questions I had in a very quick and easy to understand manner. She made this process so much more easy for me and I really rated the service overall.Thanks!!!!!PositiveResponsiveness, Quality, Professionalism
Agent replied · 21 June 2024
Hi Joe Thank you so much for your complimentary feedback about my colleague, Sue. Sue works hard to make the process as straightforward as possible for our customers, so it's always great to be able to pass on such great feedback, thanks. We are delighted that your move went smoothly from start to finish and that you rated our service so highly. Best wishes to you in your new home. Kind regards Penny Graham Touchstone
1/5
TrustpilotNo urgency
Locked out of my house in the cold for the second time in a month. Been waiting 45 minutes for someone to call me back after leaving 3 messages. Still no contact. Hope someone sees this immediately and calls me back.
Agent replied · 14 June 2024
Hello MattWe are very sorry to see that you've been locked out of your property. If you haven't already spoken with a member of the team, please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot - Locked Out for further assistance.We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotThis company is just wonderful
This company is just wonderful, everything was well organized and the move was fast and on the prescribed dates. It was easy
Agent replied · 28 December 2024
Hi TendaiThank you for taking the time to share your experience with us; it's much appreciated. We're delighted to hear that you found our processes easy and well organised, we'll be sure to pass on your kind words to the team 😊.Best wishes to you in your new home and for the Christmas holidays.Touchstone
1/5
TrustpilotOnly problems
It's verry hard to communicate with any of workers. For fixing the problem seems like a forever wait. Thins like no heating in the house should be a priority especially when thers a child in the house yet it took over 2 weeks to get someone to fix the problem and not much support from anyone as you can't even speak to real person the phone!
Agent replied · 14 June 2024
Hi DominikaThank your for reaching out. I am sorry that you have been experiencing some difficulties contacting us recently. Please could you contact us at feedback@touchstoneresi.co.uk with details of your property and any outstanding issues, and we'll look into this for you. We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
1/5
TrustpilotNo one picks up phone or replies email…
No one picks up phone or replies email once we have signed the tenancy contract.Update: Got the responses I needed to sort out my issue after sending a feedback email. Thanks for that :) but would be great if things can be sorted normally without any complaints in the future (I have been patient for 5 months before complaining)
Agent replied · 14 June 2024
Update: Hi Krist. We're pleased that the issue has been been resolved for you. Thank you for taking the time to update your review, we really appreciate it. --------------------------------------------------------------------------------------------Hi KristThank you for reaching out to us. We are very sorry that you have been experiencing some difficulty contacting us recently.Please contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and how we can help, and a colleague will be in contact with you.We look forward to hearing from you.Kind regardsPenny GrahamTouchstone
1/5
TrustpilotAwful awful company to rent with
After 8 years (some of which with Derwent Living) I can say Touchstone will ignore your requests for work, raise your rent at every opportunity and then steal your deposit at the end of the tenancy. Avoid at all costs.
Agent replied · 14 June 2024
Hello KenWe are very sorry to see that you were unhappy with our service during your time with us, and more recently with the handling of your deposit. To confirm, your review has been shared with the Operations Team. Finalising deposits can be a contentious time whilst all parties discuss the check-out report and any dilapidation costs. We work closely with the TDS, so any disputed issues/amounts should have been raised with the TDS for independent adjudication. If you are waiting on the team to finalise your deposit, please contact us at feedback@touchstoneresi.co.uk using the Ref: Google, Deposit, so that we can conclude the matter for you.Kind regardsTouchstone
5/5
TrustpilotBath Branch
Felicity at the Bath branch was very helpful. Communication was excellent, quick to reply and respond to any of our questions and queries. Excellent,helpful,polite, would highly recommend.
Agent replied · 24 August 2024
Hello MhairiThank you for taking the time to share your experience with us; we appreciate it.We particularly enjoyed your warm commendation for our colleague, Felicity. It's always wonderful to receive such positive feedback about our colleagues, and we will enjoy passing your feedback onto Felicity. Thank you.Kind regardsTouchstone
1/5
TrustpilotDon't even bother trying to contact this company
I don't know why this company has contact details on their website because no one will ever pick up the phone or reply to your emails!
Agent replied · 27 October 2024
Hello AlexThank you for your feedback. We are sorry that you had difficulty contacting us recently; we understand how frustrating this must have been. Please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Contact, providing details about your tenancy and the reason you were calling, and a colleague will contact you. Thank you.We look forward to hearing from you.Kind regardsTouchstone
5/5
TrustpilotMy stay at Embley Rd
My stay at Embley Rd. was excellent. The accommodation is clean, secure, and the estate manager, Tony, has been incredibly helpful and made everything very easy for the tenants.
Agent replied · 24 August 2024
HelloThank you for posting your review of the service you received from us recently. We're delighted to hear that you found Tony to be helpful and that with his help all queries are resolved smoothly.Best wishes to you. Kind regardsTouchstone
5/5
TrustpilotGreat help
Had a problem with the boiler at our new rented house, with touchstone company Reported the problem Monday but nothing was done , till the new manager Shirley Driver took care of our problem with lots of care and professionalism and the problem got sorted in the same day Many thanks
Agent replied · 14 June 2024
Hi DanaMany thanks for sharing your experience with us, we really do appreciate all feedback. We are sorry that the issue with the boiler wasn't dealt with promptly initially but really pleased that it's all sorted for you now thanks to our fab colleague, Shirley Driver. Shirley will be delighted to read your feedback, so thanks again. Best wishes to you in your new home.Kind regardsTouchstone
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