Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 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 · 14 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
★★★★★ 1/5
TrustpilotVery hard to be connected on the phone
Hesham · 5 August 2026
Agent replied · 24 September 2026
Hello Hesham,
Thank you for your feedback. We're sorry to hear about your experience and appreciate you bringing these issues to our attention.
We understand your concerns regarding contacting us and the handover process. We'd like the opportunity to look into this further and work towards a resolution. Please contact us by emailing feedback@touchstoneresi.co.uk with your tenancy address and detailing all ongoing issues, so we can investigate and assist you.
Kind regards,
Touchstone
★★★★★ 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 · 14 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
★★★★★ 1/5
GoogleThis company are a shambles and should be ashamed of themselves!!! I was forced to leave my rented accommodation as my landlord hadn’t paid his mortgage so the house was to be repossessed. Due to my mental health issues and my sons life …
Hayley · 16 October 2025
Agent replied · 24 December 2025
Dear Hayley
Thank you very much for your feedback; we understand how distressing being in … More
★★★★★ 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 weeks after I handed in my move out notice. They made me feel uncomfortable and not confident with their service. I will not recommend Touchstone to anyone!
Gabriella · 6 January 2025
Agent replied · 10 January 2025
Hello Gabriella
Thank you for taking the time to provide us with your feedback on our service; it's appreciated. Naturally, we are disappointed to learn that you experienced delays on our end when giving notice recently and that you were not confident in our service during this time. This is certainly not what we want for our customers, and we can only apologise for any inconvenience caused.
If you still require support, please email feedback@touchstoneresi.co.uk using the Ref: Google London with details of your property and any outstanding matters, and a colleague will contact you.
However, if you have now moved out and all matters are complete, please accept our best wishes to you in your new home.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotFlat rented at Pleasance
I enjoyed living in the apartment, the size and location (Pleasance) was great. The property manager Lyndsey was fantastic, very helpful and always responded very quickly and dealt with any issues very efficiently.
Liga · 20 August 2025
★★★★★ 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 · 27 October 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
GoogleTook control of my property without contact and after me informing them that the arrears are cleared. No response to my emails and no correspondence letting me know they were still going ahead. Bad communication between them and mortgage …
IT'S · 16 November 2025
Agent replied · 24 December 2025
Hello Summer
Thank you for providing your feedback. We are sorry to hear that you are … More
★★★★★ 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 · 30 May 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
★★★★★ 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 · 14 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 · 14 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 · 14 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 · 14 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
★★★★★ 5/5
GoogleSue has been wonderful from start to finish! We are so excited to move into our first home together and Sue has made the process a breeze.
She’s kept us informed throughout as has been available for all our beginners questions!
Delighted that I’m in such fantastic hands for the remainder of out tenancy!
Thank you! XPositiveResponsiveness
Lee · 22 June 2022
Agent replied · 21 June 2024
Hi Lee.
Thank you so much for leaving such a lovely review about our Sue! Thrilled to hear how excited you are to be moving into your new home.
All the best
Team 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 · 14 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 · 14 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
TrustpilotAwful company
Awful company! AVOID!
Eilidh · 14 August 2026
Agent replied · 24 September 2026
Dear Eilidh,
Thank you for taking the time to share your feedback. We are sorry to read about your experience and understand the frustration the issues you have described have caused.
We take all concerns regarding repairs, contractor workmanship, customer service and resident safety seriously. While we appreciate that you remain dissatisfied, we would like to clarify that our nominated contractor has attempted to arrange access to complete the outstanding works at your property. However, we have been advised that access has been declined due to the ongoing complaint.
Unfortunately, we are unable to fully conclude our investigation and close the complaint while the required works remain outstanding, as completing these works forms part of the resolution process.
We remain committed to resolving the issues raised and would welcome the opportunity to complete the outstanding works so that this matter can be brought to a conclusion.
In the meantime, a member of our Edinburgh team will be in contact with you today to discuss your concerns further.
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 · 28 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
★★★★★ 1/5
GoogleIf I could give this property management service -10 stars, I would. Locked out of my flat in an emergency, I expected the bare minimum, help from management. Instead, the weekend phone operator was completely unhelpful, forcing me to spend …
Makarem · 16 October 2025
Agent replied · 24 December 2025
Hello Makarem
Thank you for your feedback. We apologise that you did not receive the response … More
★★★★★ 5/5
TrustpilotGreat experience with maintenance…
Great experience with maintenance issues that needed to be rectified in my parents apartment. Communication from Dean in the London team was exceptional, fully updated me with work needed and the process involved, advice given on what to expect with works needed was very detailed, and i was able to communicate this back to my parents with ease. I can’t rate Dean highly enough, and i am very pleased with the ease of working with him for a solution to the ongoing problem that has now been rectified since he took over maintenance on our block. My faith in touchstone to do the right thing has been restored.
BC · 26 July 2025
★★★★★ 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 · 14 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
★★★★★ 1/5
GoogleAvoid this sorry excuse of a company.
We have had nothing but issues with these people and they can't be bothered to do their jobs. Someone has tried breaking in or getting in the wrong flat and damaged our lock so we have no way of securing our premises. As its a new build and still under warranty period we called to be told they won't do anything and we have to get our own locksmith and need a crime number for them to even consider doing anything.
Also had issues with parking and the failing to paint spots and enforce the 1 car per flat so they have allowed the parking to get horrendous. Avoid them at all cost they don't give a dam about their customers just a scummy company all together.
Jmas4 · 22 April 2024
Agent replied · 21 June 2024
Hello
Thank you for your feedback. We are sorry to see that someone damaged your lock and understand this must be distressing. Damage of this nature is unfortunately not covered under the developer’s warranty and shared owners are responsible for their own repairs, unless it is a defect or covered by the warranty. We understand your frustration but Touchstone does not manage the parking; this is the responsibility of a third party management company, however, we are aware that they trying to resolve the situation.
Kind regards
Touchstone
★★★★★ 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 · 14 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
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