Trusted Agent profile · London
★★★★★
564 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 564 reviews on two platforms, including 92 Google reviews rated 2.7.
Every review we hold for the London office, from every platform, shown as written. First names only.
1/5
GoogleI can’t get my deposit back regarding my latest tenancy. My property with touchstone has sketchy or no deposit protection scheme. This isn’t fair and will have to go down a legal route due to your bad communication management who haven’t been able to help me with this case. If I was a landlord I wouldn’t use this company
Hello Thank you for your feedback; we're sorry to hear that you have experienced a … More
5/5
TrustpilotTony Lewis is excellent
Tony Lewis is excellent, dutiful and attend to queries and resolve issues promptly. He is approachable and ready to listen. I had a repair problem in my room and this was resolved promptly. He's absolutely brilliant. Thank you Tony for all you do. From Adesola Flat 40 room D
Hi AdesolaThank you for your kind words and glowing commendation of our colleague, Tony; it's appreciated. We agree. Tony has a 'can do' attitude and gives his all to assist our customers, so it's wonderful to see a customer appreciate his efforts. Thank you for posting.Best wishesTouchstone
5/5
TrustpilotI’d like to mention how helpful and…
I’d like to mention how helpful and informative the Resident Services Coordinator Helena Matheson has been throughout our application and moving in process. The process can be very longwinded due to the amount of third party companies involved, Helena’s guidance made the process very seamless and less stressful. Would highly recommend.
Hello JordanWe appreciate you sharing your recent experience with us. We're happy to hear that our colleague Helena was able to seamlessly guide you through the referencing and move-in process. Helena will be delighted with your feedback, as are we. Thank you.Best wishes to you in your new home.Kind regardsTouchstone
5/5
TrustpilotMy honest review so far.
Right, when I've moved to my property a month ago ish I was very concerned about all these bad reviews. Not gonna lie but the truth should be echo out too.From day one we started to see loads of issues with our property, things like (leaking from bathroom, leaking from under the sink, problems with our switch shower, uncleaned cooker exaustor that started to leak grease, under pressure at our boiler, and more small bits)...Yep it was like, a lot. But....But....They fixed every, single, one, of, them!I'm amazed by how easy and quick it was to report and get everything arranged. A big shout out to Shirley (touchstone property manager) and a huge shout out for GB Maintenance team! They are just amazing.They swap every single broken piece in this property, painted the ceiling that got the leaking, they even replaced the cooker exaustor that was very dirty. I know that everything that was reported was a fault in the property, but I'm just impressed by how efficient they were in resolving them. It's the first time that we got a decent property management that is easy and quick to help us.Nice one guys.If you used to have some bad management within the company it's clear for me that whatever you guys did to change that, it's working!Keep going!Please share this message across the departments, because you're doing a great job!Regards,Guilherme Reis.
Hi GuilhermeThank you so much for taking the time to provide a review of our service and for describing your experience with us following move-in, it’s much appreciated. In this busy world, our experience is that an unhappy customer that is more likely to provide a review and make their dissatisfaction known, which we accept. All feedback, the good and the not so good, is welcomed by Touchstone as we continue to review and improve our service for the benefit of all our customers, so thank you.I am pleased that the repairs required at move-in have been resolved for you. I will gladly pass your feedback onto our contractor, the Team, and especially to Shirley. Best wishes to you in your new home.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotI had a very positive experience…
I had a very positive experience staying in the City Hospital accommodation. The room was comfortable, clean, and suitable for my needs during my time there.
Thank you for your lovely 5-star review, Ghaith. We're so pleased you enjoyed your stay and that Tony's support made such a difference to your experience. We’ll be sure to pass on your kind words; he’ll be delighted. We really appreciate your recommendation and wish you all the best. ⭐
1/5
Google*DONT RENT HERE UNLESS YOU'RE A WEED SMOKING STUDENT* We have just left the Blockhouse in Brighton following just under a year there. The property itself was nice and we were the first tenants in the new building so that made it feel super new, but the issues we faced along the way were endless. For the entire year our intercom did not work, multiple snagging and maintenance issues that took weeks to be resolved or weren't even sorted by the time we left. We had to raise multiple drug use issues to the concierge and security team (lots of students in the block that throw loud parties all night long with smoking and snorting all the way!) and despite a check-out report that states we left the place in a 'good' state in EVERY single aspect of the report, they have plucked a £600 painting fee from the air and attempted to have us pay it (the report says all walls in a good state!)! Really poor communication from the head office touchstone team across the tenancy (our concierge team were on the whole really great and very apologetic for the various things that weren't being sorted, but across the year we, on multiple occasions, had to console them as they were visibly upset or angry at the front desk due to the wrath from their former manager - we ourselves as tenants faced the same wrath at times for asking for simple things from said former manager!) Not the nicest of environments to walk out in to or request standard things from when it happened.
Hello Ollie & Hannah Thank you for taking the time to leave a review. We're saddened to hear you experienced some issues during your time at the Blockhouse. We apologise if there were snagging items that were not resolved in a timely manner; we have recently reviewed our processes and will continue to do so based on feedback from our residents. With regard to the other issues raised, these have been passed to the on-site team for further investigation so that our desired standards can be upheld. The team very much enjoyed having you as residents during your time with us and wish you all the best for the future. Kind regards Touchstone
5/5
TrustpilotI really appreciate the manner I was…
I really appreciate the manner I was attended to and beyond the call, my request was actioned swiftly.
Hi Kilsi, Thank you for taking the time to leave us such a positive review. We're delighted to hear that you felt well supported and that your request was handled promptly and efficiently. Providing helpful, responsive service is something we strive for, so it's wonderful to know that your experience reflected this. We really appreciate your feedback and your kind words. Thank you. Kind regards, Touchstone
1/5
TrustpilotAwful company
Awful company. Don’t use. Avoid! Paid the £100 referencing fee..Failed referencing and still waiting on my refund. It’s been 6 weeks. Numerous emails and calls and still nothing. The guy who dealt with this was Max at the bath branch. Useless.
Hello Louise, Thank you for your feedback. We are sorry to hear that you have struggled to get in contact with a member of our team. In normal circumstances, when referencing has failed, the holding deposit of £100 is non-refundable. However, given the circumstances and issues around communication, we will return the deposit to you. Another member of the team will be in contact shortly to confirm your bank details for the refund. Kind regards Touchstone
1/5
TrustpilotThe most dreadful company who never…
The most dreadful company who never answer the telephone. My 86 year old mother rents a property from them.
Hello Richard Thank you for your feedback. We are sorry to hear of your concerns following your recent attempts to contact us regarding a repair at your mother's property. We understand how frustrating this situation must have been. As we have been unable to identify the tenancy from the information provided in your review, please contact feedback@touchstoneresi.co.uk with your mother's name, property address, and any other relevant details so that we can review the matter and contact you directly. Thank you. We look forward to hearing from you. Kind regards, Touchstone
1/5
TrustpilotTOTALLY INCOMPETENT
Unprofessional and unhelpful. Just ended a tenancy of 2 years and had issues from start to end. Started by moving in 7 days after picking up the keys to a noise complaint letter when we hadn't even been in the property. Only 1/2 key fobs actually worked. No hot water for a week after moving in and a broken shower. 'Newly refurbished' meant goods like washing machine & dishwasher not plumbed in, and it had not been cleaned before we moved in. Then had neighbours constantly leaving furniture / general waste bin bags in a communal area which resulted in several threatening letters coming through our letterbox saying we would incur a fine if they weren't moved. That was despite them eventually admitting that the neighbours were not a Touchstone property so they couldn't do anything about it.I then reported that our ceiling-mounted fan fell loose in December '20. Since it was in the middle of winter we had litres of water leak through the ceiling over 4-5 months and cause several feet of mould around the hole left by the fan. We had 4+ contractors come out to look at it, say it needed bigger ceiling repairs, take photos, and then nothing else would happen. until I chased it up. We finally managed to move in August '21 and the hole/mould were still there. I suspect it'll get fixed a lot quicker now that the flat is sitting empty and not earning rent.I was amazed to get our deposit back, but I'm so relieved because it means I never have to interact with them again and wait weeks for a response. AVOID.Edit: I emailed the feedback line over a week ago as requested and got no response.. joke of a company.
Hi JMWe're very sorry to see that you experienced some issues with repairs during your time with us. If you have the time, it would be really useful if you could contact us at feedback@touchstoneresi.co.uk using the ref Trustpilot, with details of your property so that we can investigate why this happened. I'll understand if we don't hear from you as you have now vacated and, if this is the case, we wish you well in your new home.Kind regardsPenny GrahamTouchstone
5/5
GoogleWe moved in recently and so far we have had a very good experience. Caroline did a great job at helping us through the viewing and contract process, quickly responding to all of our questions and doing whatever she could to help including following up with us after move in day to make sure everything was ok. Our move in day was very smooth thanks to Ravi who showed us around the building and the apartment to explain how everything worked. He was very friendly and honest. Since then we've been in touch with our property manager Sue about an issue we had in the flat and she has been helpful in organising people to come and resolve our problem. I don't typically write reviews on Google. Given how good our experience has been so far, I was surprised to see the negative reviews as this is very different to our experience and we hope that we continue to be impressed and satisfied as our tenancy continues.PositiveProfessionalism, Value
Hi Sarah Thank you so much for your glowing commendation of the service that you received recently from my colleagues, Caroline and Ravi. It's great to hear that you've had such a positive experience with us and also that any issues you've experienced since you moved in were dealt with by Sue. Your feedback is greatly appreciated and will be passed back to the team. Best wishes for your new home. Kind regards Penny Graham Touchstone
1/5
TrustpilotTouchstone manage resihomes property’s
Touchstone manage resihomes property’s, touchstone are responsible for stage one complaints, made a stage one complaint and they refused to take the complaint.
Hello Sonni, Thank you for raising your concerns with us. We appreciate that this is not the outcome you were hoping for. However, at this stage, the remedial works relating to the issues you have raised are still ongoing. As a result, we are unable to undertake a full review of your complaint until those works have been completed and the final outcome can be properly assessed. Once the works are finished, we will be in a position to review the matter in full and consider the concerns you have raised. In the meantime, we will continue to monitor progress and, together with your landlord, remain committed to ensuring the issues are addressed. Kind regards, Touchstone
5/5
TrustpilotThank you Chris.
I’d like to now retract my previous review for this updated one. I will not divulge the details but I want to issue a massive thank you to Chris who I spoke to today on the phone. Not only has he made our lives better now, but I no longer feel stressed and upset. I’d like to say thanks again for resolving our issues, I finally feel like we have been listened to. So please accept my many thanks for the call. 5*.
We're so pleased that you have taken the time to update your review with this positive outcome, thank you.We're delighted that you and Chris were able to work together to resolve your issues, leading to this updated review.Thanks again, it really is appreciated.Kind regardsPenny GrahamTouchstone
5/5
TrustpilotExcellent customer service provided by Coco!
Excellent service provided by Coco. I have moved into a new apartment with Touchstone and as with any move, there are teething problems. I still have one issue outstanding which I will be posting an update on once rectified, but other than that, all issues have been resolved. Coco has been extremely patient, helpful and responsive. Great customer engagement, keep up the good work!Best Regards,Zak
Hi ZakThank you for sharing your recent move-in experience with us. Thanks too for your lovely feedback about our colleague, Coco. She really does put customer service at the heart of everything she does, so it’s great to see this appreciated by our customers. Thank you.Kind regardsTouchstone
1/5
TrustpilotFind another letting agency
Make sure you take a photo of everything if you are unfortunate enough to move into one of their properties. They have accused us of everything under sun in our checkout report. Mostly discolouring when we had a major leak to the property and they came and redecorated parts of it "ice white" and then said we had "yellowed" and "stained" the remaining magnolia parts. Carpet was badly damaged from the water ingress and they have pinned carpet cleaning charges on us too from our deposit. Would be cautious as they don't seem to take any wear and tear into consideration and furniture marks on the carpet were highlighted in our report so make sure you get your floating furniture bought to avoid them trying to scam you at the end of your tenancy!!24/6/21 Concluded in your eyes you still took money from our deposit for heehaw.
Update: Further to the customer review dated 3rd June (below), this matter has now been concluded.
1/5
GoogleA hive a conniving scam artists. They never reply to any messages or attempts at communication from the tenants unless it to collect money. Their inaction and their lack of communication have caused me to lose more than £1,500 in rent for services not provided. I have been a tenant with them for 8 months. They never responded to any of my emails in time, unless a month have passed and after I sent them numerous emails to resolve my situation. Every single effort to resolve my situation was eventually declined. Even the most basic ones, such as having a lock in my room. For a company that manages so many properties they do not have a Safeguarding policy, which literally exposed me to a lifethreatening situation in one of their apartments. And what's worse the offically reply of the company (when it came in the end) was to continue trapping me in their contract and refused to release me, even though I offered alternatives that would enable the company not to lose any rent at all. Their seemingly low rent that they advertise in their website is because they are essentially never there no matter what happens. So if something bad happens in the apartment you are literally on your own. There is no landlord to refer to; just a wall of bureaucracy. Avoid this company like the plague! I would prefer to be homeless than to pay them another pound in rent.NegativeResponsiveness, Professionalism, Value
Good morning, Would you kindly email us directly so that we can look into these issues for you. Our email is feedback@touchstoneresi.co.uk. We look forward receiving your details. Kind regards Natalie James Touchstone
5/5
GoogleI don't have the highest opinion of letting agents after being disappointed by so many, especially in the south London area. But so far my experience with the Touchstone team that manages property in Lambeth has been great by comparison. They're super friendly, organised, and responsive. Any issues we've had since moving in are being addressed quickly by our property manager and our lettings manager still checks in with us which I think is really cool of her and is night and day with my past experiences.PositiveResponsiveness
Hi Chris Thank you for taking the time to leave such a wonderful review of the service that you received recently from my colleagues in our London office, it's much appreciated. I'm pleased that you've had such a positive experience with us and that any issues you had upon moving in were promptly dealt with. Thanks again for your review, I will ensure that your feedback is passed back to the team. Best wishes for your new home. Kind regards Penny Graham Touchstone
5/5
TrustpilotGood experience with Touchstone
We have just moved in but overall, Touchstone seems like a good company, everything is documented and well-organized. Only the referencing took ages but I assume the delay was on the side of the 3rd party providing the referencing checks. Pooja has been helpful and replied to all queries.
HelloWe are grateful that you took the time to review Touchstone.We are happy to hear that you found Pooja helpful with any questions you had during the move-in process, and that you found us well-organized.We also appreciate your feedback on the delay during referencing; we will ensure that it's fed back to the referencing company. Best wishes to you in your new home.Kind regardsTouchstone
5/5
TrustpilotFantastic all round
We rented our flat in Cardiff for the past three years with touchstone and we had nothing short of exceptional service.Everything from annual checks such as gas safety certificates to any standard maintenance issues that we reported were handled quickly and efficiently. We were never waiting for anything to be sorted and never had to chase.Communication with the company has always been brilliant and the staff members were always friendly.The only reason we chose the leave was become we had been able to purchase our first home and so were no longer looking to rent, however we would recommend Touchstone as a management company to anyone looking for a place to rent. They made the moving out process really smooth for us and appointed a third party to do all of the moving out property checks and inventory, after which they promptly informed us of the deposit return.Shirley Driver has been a real credit to your company throughout and is very efficient and a delight to deal with. Overall we had a fantastic experience with touchstone and have enjoyed renting from such a pleasurable company that really made us feel as though they cared about their tenants.
Hi TashaThank you so much for your wonderful review of our service and, more specifically, the service received from my colleague, Shirley Driver. I've worked with Shirley for quite a few years now, so I know that she is efficient and professional but also friendly and easy to deal with. I will happily feed back your comments to Shirley.We wish you good luck in your new home and congratulate you on your becoming a homeowner.Kind regardsPenny GrahamTouchstone
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.
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
1/5
GoogleI have been left without a functioning bathroom for nearly a month, with minimal communication or support from this business regarding the ongoing issues or any form of compensation. The lack of urgency and care in addressing such a critical problem has caused significant stress, particularly during the holiday season. Their handling of this situation shows a blatant disregard for the responsibilities outlined in the Landlord and Tenant Act 1985, which requires landlords to ensure essential facilities are maintained. The lack of due diligence and care towards tenants is unacceptable. I strongly advise others to avoid this business based on my experience.
Hello Thank you for bringing this issue to our attention; we are sorry to hear you’ve had a negative experience with us and apologise for any inconvenience that this may have caused you. We appreciate that you’ve already raised this issue with us, but if you could please email us at feedback@touchstoneresi.co.uk using the Ref: Google with your name, postal address, and details of all outstanding issues, and our team would be happy to investigate further. Thank you. We look forward to hearing from you. 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
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
TrustpilotKaren Egan
Karen Egan, what a fantastic lady, I would not have got my move without you.
Hi Mandy, Thank you for taking the time to leave such a wonderful review. We are delighted to hear about your positive experience with Karen and that she was able to support you throughout your move. Providing a friendly, professional, and helpful service is something we strive for, and it's fantastic to know that Karen made such a positive difference during your journey. We will be sure to share your kind comments with her. Thank you again for your feedback, and we wish you all the very best in your new home. Kind regards, Touchstone
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.
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
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Touchstone Corporate PSL's London office has 564 reviews across two platforms: 92 on Google, 472 on Trustpilot (across the whole business).
Touchstone Corporate PSL London is rated 3.2 out of 5 across all 564 reviews, and 2.7 out of 5 on Google from 92 reviews.
Touchstone Corporate PSL London, 305, Gray's Inn Road, London, WC1X 8QR.
