Touchstone CPS reviews

★★★★★ 5/5

Trustpilot

My 1st Home in UK

Derwent Living city hospital has truly been a big help with me especially when I needed a place to live in as soon as I can due to unforeseen circumstances, Karen was very responsive and understanding. Tony as well has managed and made living in Derwent feel safe. He was very supportive and responsive with concerns; 4 thumbs up. Cleaners were a big help specially on busy days and with 4 of us sharing the flat, they have kept our hallways and kitchen clean. Thank you Derwent for letting me stay there comfortably for nearly 3 years.

Joan · 2 September 2026

★★★★★ 5/5

Google

Ana was fantastic throughout the entire process of finding and securing our new flat. Her communication was excellent from start to finish - she kept us consistently informed, and made what can often be a stressful experience feel genuinely straightforward and stress-free. She was an invaluable go-between for us and the landlord, ensuring every request and change we needed was communicated clearly and arranged, which gave us real confidence to move forward. Nothing ever felt like too much trouble, and her calm, proactive approach made all the difference.

Ryan · 16 March 2026

★★★★★ 5/5

Trustpilot

Lucas - Great PM!

I'm singling Lucas out for this review. Ever since he took over the portfolio management from his predecessor Dean we've had a marked change in service. Lucas is a great PM who went above and beyond to sort out our recent oven change at our flat. He was sensitive to our concerns, patient and brought in fantastic contractors who were also extremely conscientious and thorough. Top job.

Alex · 28 May 2026

★★★★★ 5/5

Trustpilot

Touchstone made the whole process quick…

Touchstone made the whole process quick and easy. Emily Green was very efficient and responded very quickly to any queries we had regarding the processes. She helped to confirm payments had been made and was overall a very pleasant person to deal with making the experience of moving into our first flat very enjoyable.

Sophie · 21 August 2026

★★★★★ 1/5

Trustpilot

Agent is unresponsive to our concerns…

Agent is unresponsive to our concerns raised in our apartment. I will definitely avoid them in the future. It's been hell of a journey since my family moved into their apartment. My son had serious episode that landed him in emergency due to the mould in the house.

Adedamola · 7 August 2026

★★★★★ 5/5

Trustpilot

Maintenance and property manager

Ian is our property manager and maintenance man, he’s so so good at his job. He’s always really patient and gets things sorted for us as soon as he’s notified. We’ve never experienced such a proactive maintenance department and we’re always really grateful. He’s the best!

Connie · 19 August 2026

★★★★★ 1/5

Trustpilot

I’m at my wits end with this company

I’m at my wits end with this company, they took over the management of a property I was renting less than 2 weeks before my tenancy ended. I have spent the past 2 weeks trying to contact them regarding my deposit being returned and they have ignored all but one email where I had cc’d in the company that own the property, they said they would get back to me the next morning. That was 5 days ago…

Sophie · 9 December 2025

★★★★★ 5/5

Trustpilot

End-Of-Tenancy Communications

Felicity has been absolutely fantastic in helping us through the end-of-tenancy process and liaising with management on our behalf. She was always available, responded quickly, and kept us consistently updated, which really helped ease our nerves and made the entire process much smoother. It genuinely felt like she was looking out for our best interests, something that is not always common with letting agencies.

Walaa · 10 March 2026

★★★★★ 5/5

Google

I don’t usually write reviews but this one for Hannah Payne is more than deserved. Hannah is very professional and has always gone out her way to help me and understand my situation. Wherever I have an issue I go to her and she resolves it the best she can. Thank you Hannah :)

Sophia · 16 March 2026

★★★★★ 1/5

Trustpilot

Total let down

Nothing that should have been done before we moved in was done. The house was dirty, and the garden a mess. Every wall in the house was marked. The shower should have been installed before we moved in, but it wasn't. Poor communication, promised calls or emails that don't arrive. Dishwasher not working and dirty, fridge keeps turning itself off, bed dumped in passageway, broken security chain among other things. In Lloyds livings own words; We will take reasonable steps to make sure the gas and electrical appliances, and other similar mechanical

Melanie · 11 August 2026

★★★★★ 1/5

Trustpilot

Zero communication, zero repairs

It has been more than two months that I have been waiting for repairs on my washing machine. After 10+ emails and phone calls I still have had no communication from Touchstone at all, other than "someone will call you back" - they never do. More often than not, the lifts in the building are out of order, this leaves me (a disabled man) having to navigate three stories of stairs with a walking stick and a load of washing to take to the laundrette or a friends house to clean my clothes and bedding.

W · 2 August 2026

★★★★★ 5/5

Trustpilot

Fantastic customer service

Fantastic customer service. Emily Green was really great at guiding us along the way, despite some of the challenges we faced. Thanks so much Emily!

William · 4 August 2026

★★★★★ 1/5

Trustpilot

James close flat 13 and 59 (Derby)

My husband and I saw property flat 13 James close (derby) on the market. We went through all the processes and made the payment. Now let me know why two days for us to get hold of the key, we get an email that there's a problem in the flat and so we should temporarily stay in flat 59. It's been two weeks of us being in flat 59..no timeline from the team (Annabelle and Lydia). They keep telling us they can't give a timeline. If this is not bait to get flat 59 occupied, then then what is it? Why put a property out there if it is not ready for human settlement? Why take all those monies if you haven't done your checks?Why even wait for us to make full payment before comimg to tell us something different? It's extremely horrible and we demand that the right thing should be done or our monies given to us so we can get something better! You can't go about keeping people waiting. It's high time you all do the right thing! We can't fully settle in flat 59 because we don't know when we will be asked to move to flat 13. All our luggage are left unpacked. We demand answers!

Susana · 4 June 2026

★★★★★ 5/5

Trustpilot

Exceptional and Proactive Support from Dean Williams

In my 6 years of renting in the UK, Dean Williams is easily the best Maintenance Controller I’ve encountered, always proactive and efficient!

Jiachen · 10 August 2026

★★★★★ 5/5

Trustpilot

Great team ⭐️

I had such a good experience with the team during my tenancy. My tenancy was soo comfortable and easy going because of them. Annabelle, Charlie, Emily were all soo prompt and helpful. Much appreciated!!

Srishti · 10 May 2026

★★★★★ 5/5

Trustpilot

Tony is an excellent estate technical…

Tony is an excellent estate technical manager. Responds to all emails and queries quickly. Also keeps us posted with any updates in the buildings. It has been a lovely place to stay whilst working in QMC.

Sara · 23 April 2026

★★★★★ 1/5

Trustpilot

Avoid this poor excuse of a company as…

Avoid this poor excuse of a company as they will just ignore you and refuse to do what you paid for. Sent a email on 28/04/26 due to an increase in cost of gardening yet no work has been conducted for a long time and everything is overgrown and becoming unsafe. My young child had been hurt due to the nettles encroaching well onto the path. They ignored that email so sent another in the 11/05/26 following up and also attached some photos to show how bad it was. Again as of the 18/05/26 they have still failed to reply and ignored me. This isn't the first time so will be sending another email informing them I will be withholding payment until they actually respond and complete the work we are paying for. If they want to take it to court more than willing but let's see if they will act like adults instead of little kids.

Jmas · 18 May 2026

★★★★★ 5/5

Trustpilot

I’m very happy with the support I have…

I’m very happy with the support I have received from Lewis Small . He is highly professional, responsive, and always quick to deal with any questions or requests from landlords. Whenever an issue comes up, he responds promptly and works efficiently to find a solution. I really appreciate his communication, reliability, and proactive approach. Excellent service and a real pleasure to deal with.

Vadym · 2 September 2026

★★★★★ 2/5

Trustpilot

Won't respond to any communication

Were okay during my tenancy in the newly built Foundry in Glasgow. A few teething issues with the new property such as swapped meters, incorrect intercom allocations, poor building work and issues with waste management. Sadly once I left the property they ceased all contact with me regarding return of my security deposit and I have still been unable to receive a response from touchstone one month on from ending my tenancy, with still no sign of my deposit to be returned. Dissappointed overall with their management.

Anya · 6 May 2026

★★★★★ 1/5

Trustpilot

On move in there were over 20 issues…

On move in there were over 20 issues with the property. Comprising from small things like damage not listed on the inventory up to the front pedestrian window not locking meaning the house was not secure. I contacted their out of hours team about this and they said that it wasn't an emergency. Even though I sent a video of me climbing through the window to show it wasn't secure and was large enough for 2 people to get through. I then was quoted a week waiting to get this issue repaired. Again, the issue being a window that is on pedestrian (street) level not locking at all.

Harry · 10 April 2026

★★★★★ 1/5

Trustpilot

Helpless old people who rent a house from Touchstone but now ask for help

Last Monday, We have reported a leaking from the socket of the house ( Bees Drive at Lawrence Weston), which we rent from Touchstone, we had only received one response from the staff on that day, then one contractor came to check on Tuesday, stayed a few minutes and left without message for further actions. When the situation of the leaking get worse, we reported to Touchstone again on 8 Nov, but no response, then we tried to contact Touchstone again on 10 Nov, still no response. On 12 Nov, we received one phone call and sms said that a contractor would come to fix the problem in Wednesday, yesterday. We wait at home the whole day but nobody came, no phone call or message. There is no heating and hot water in my house since last Tuesday. We are family of two old people with two dogs. Now seems nobody will help us even we paid the rent via standing order every month, the management company, Touchstone and their staffs have not carryout their jobs but only get money from their tenants. Can someone tell me what I can do now ?PS. One of their staffs just promised helping to solve the issue, hope this time is real, not just entertain me. Update on 15 Nov: another contractor came today, resume the hot water supply, but the main maintenance is now delayed to 21 Nov, no heating during the very cold days next week, at least. Update on 19 Nov, the cold and snow day:Anyway, it's good seeing Touchstone replied, let's see whether the company will keep their words.Update on 21 Nov, firstly I need to thank Trustpilot, this platform has really helped my family to overcome the worst days. Two contractors had come yesterday noon, they carried out the job until 4:30pm, finally the leaking problem is fixed. Just in time to meet the earlier cold days this year. Anyway, I also need to thank those Touchstone's staffs and contractors who had helped us to resume heating and hot water supply in the house.

Simon · 21 November 2024

★★★★★ 1/5

Trustpilot

I'm a owner occupier in a coplex of 56…

I'm a owner occupier in a coplex of 56 flats of which only a few are privately owned the majority are rented , Touchstone are the managing agents and are with out doubt the worst managing agents I've had in the 25 years I've lived there , they are terrible , those who rent are often left without cookers , without heating , without toilets and showers . Do NOT have anything to do with property Managed by Touchstone.

Dennis · 29 March 2026

★★★★★ 4/5

Trustpilot

Great Work, Great Response

I had an ongoing heating issue with my building which had left me without heating for the winter period. This as you can imagine was incredibly frustrating and the ongoing nature felt very discouraging. This was resolved eventually within the powers that Touchstone had to intervene. I would like to highlight and commend Madeline Bardell. She assisted with a responsiveness and professionalism which I consider to be invaluable. She ensured I had temporary heaters to get through the winter months and aided in arranging adequate compensation. Her communication and support made a difficult ordeal much easier to manage. Commendations to her and to the the team that worked to resolve this.

Kwame · 19 March 2026

★★★★★ 1/5

Google

As said by other reviewers, one star is far too generous. Reaching someone by phone and getting actual help is nearly impossible. We have booked a viewing a few days ahead, but received no booking confirmation from the agent. We have tried to contact the agent for several days and got no response until the day of the viewing. We thus tried to contact the customer support who simply hang up on us multiple times after answering our call or transferred us to voicemail rather than actually connecting us with an agent that could help us. Finally, we reached out to someone from the agency who agreed to show us the property. Since the full address is unavailable on the website where the property is being advertised, we asked for it from the agent, who said “yes” without actually giving us the address. Then, she simply ended the call and didn’t even send us the address through SMS. Of course, we tried to call the agent back and were transferred to voicemail.

Yuval · 16 March 2026