Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotExcellent Service
My personal experience with Touchstone as a tenant since more than 10 months is 'excellent'. I would like to thank & appreciate Coco Blunos for her extremely good customer service since last 10 months for us as a Customer Adviser/Property Manager. I found her very professional and helpful always when we reach her for a query or advise or issue. To share an instance, when I was reached Coco in absence of her colleagues during Easter regarding an issue due to sudden water leakage in my property from upstairs, she was very well managed & immediately within few minutes she was arranged maintenance personnel. The issue was fixed in couple/few hours. Her quick understanding & help is much appreciated.I wish Coco all the best & keep up the excellent service in future too.
Umesha · 15 May 2023
Agent replied · 13 June 2024
Hi UmeshaThank you for sharing your experience with us, it's much appreciate.Thank you too for your glowing commendation of our ever-popular colleague, Coco. She is a gem and puts great customer service at the heart of everything she does! Best wishesTouchstone
★★★★★ 1/5
TrustpilotDreadful company rented 105 Kestrel Way…
Dreadful company rented 105 Kestrel Way Perth already have a tenant but trying to take a £405 CLEANING BILL for a dreadful experience once you get past the weed and the mcdonalds papers the flat has had many tenants so the carpets were threadbare. The windows was smashed so anyone could have entered my flat after eight weeks had to leave this doss hole as it caused me mental health issues. Please contact the deposit company as sort my deposit out as you already have a tenant.
Tom · 10 May 2023
Agent replied · 13 June 2024
Hello TomWe are sorry that you felt the need to post a review following your leaving the property. Our colleagues are in contact with you direct on this, so we hope to bring the matter to a mutually agreeable conclusion at the soonest opportunity.Best wishes Touchstone
★★★★★ 5/5
TrustpilotJust superb and awesome
Very Well Managed. All documentations were perfectly managed and always available for future reference as well through a nicely designed app.Pooja Shetty from touch stone was very helpful and reverted back quickly for all our queries and gave us lot of confidence. This was our first experience of renting in a new country and it could not have been to any better. Thanks a lot.
Mukundan · 29 April 2024
Agent replied · 13 June 2024
Hi MukundanWe appreciate you taking the time to recognise the great customer service our colleague Pooja provided to you recently, thank you. We’re pleased you found Pooja helpful and responsive when needed, she’ll be appreciate your feedback 😊. Thank you for your feedback on our App, we’re glad that you found this useful. Best wishes to you in your new home. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotGood experience with new tenancy agreement
Hannah was extremely helpful friendly and professional. She replied to all of our emails super quick. We are super happy with our experience with Touchstone so far.
Zsófia · 19 September 2023
Agent replied · 13 June 2024
Hi ZsofiaThank you for taking the time to review our service. We’re especially happy to see that your experience with us with the help of our colleague Hannah, was a positive one. Hannah is becoming a real favourite with our customers and will be very pleased to see your feedback. Best wishes.Touchstone
★★★★★ 5/5
TrustpilotHelen made the process feel very…
Helen made the process feel very painless, with her quick and helpful replies!
Lucy · 27 June 2024
Agent replied · 24 August 2024
Hello LucyWe're so pleased to hear that you found our colleague Helen helpful during your recent interactions. We'll be sure to pass on your comments to Helen.Best wishes to you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotLeft us without a fridge freezer for 2…
Left us without a fridge freezer for 2 months, let us get locked in the building for hours without sending a locksmith and upon move out tried to charge us £240 arrears that had already been resolved with Safe Deposit Scotland. Horrible company, slow responses and do not care about their tenants. Do not rent from them.
Jess · 2 September 2024
Agent replied · 28 October 2024
Hello JessWe apologise that the issue with your fridge was for an extended period; the team acted as quickly as they could to fix the issue, and when this later failed, a replacement was arranged for you.The team is not aware of an issue with the locks. We are sorry to hear this and assure you that had we been notified, this would have been rectified.The team has confirmed that the arrears issue was checked, and that you were notified that this was an error on our part; please accept our apologies for this. Should you have any remaining issues, please contact the team for support. Thank you.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotGood
Good, responsive and easy to get information (just moved in)
Svetlana · 17 February 2026
Agent replied · 23 February 2026
Hi Svetlana
Thank you for your kind feedback about our service following your recent move-in; it's much appreciated. We will pass your lovely comments onto the team.
Best wishes to you as you settle into your new home.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotAVOID AT ALL COST! WORST CUSTOMER SERVICE EVER!
I have had several issue with leaks and maintainable that touchstone have ignored, their customer services is the worst ever, they don’t pick up the phone and they do not care about anything part from their rent. I cannot get into my flat because the door is faulty, it’s I have been locked outside since last night, called out of hours last night who didn’t bother contacting a locksmith, and this morning no one is picking up the phone. WORST COMPANY EVER! AVOID THEM AT ALL COSTS!
James · 30 March 2023
Agent replied · 13 June 2024
Hi JamesWe’re very sorry to see your post and apologise that our Out of Hours provider didn’t follow up on your call. So that we can help you with this, please could you contact us @feedback@touchstoneresi.co.uk using the Ref: Trustpilot, Locked Out, and a colleague will be in contact with you. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotMoved into property 30th November 2022…
Moved into property 30th November 2022 and raised a number of issues around bath and shower. Not been addressed and had water leaking from kitchen ceiling for weeks and no one has come to sort. Cannot use bathroom or kitchen properly and turn water off for long periods. Repeated chasers and promises broken. Had to get the local authority involved to enforce repairs and seek compensation. Still not fixed as of end of March so 4 months! Your reply is dishonest too. No one has been in contact and you are sending someone tomorrow to quote for the work only!
Andrew · 28 March 2023
Agent replied · 13 June 2024
Dear AndrewWe are very sorry that you felt the need to post your review and apologise for the delay in dealing with the bath/shower sealant and resultant leak. Since receiving your most recent email yesterday, our colleagues have been in touch with you and have arranged for a contractor to visit you today. We sincerely hope that the contractor can remedy the issue without further delay. Thank you for your patience. Kind regardsTouchstone
★★★★★ 1/5
GoogleAn absolute shambles of a company - very little communication, with a very high turnover of staff, so we very rarely spoke to the same person more than once! Ongoing issues with the property were not dealt with. A water leak took over 10 months to resolve and only after escalating to the ombudsman!
Sean · 11 October 2024
Agent replied · 25 October 2024
Update: 15/10/24
Hello Sean
Not hearing from you following our original post, and not having a current customer of your name, we looked at previous customers and understand that you vacated the property some 2 years ago. We note that a case was raised with The Ombudsman’s and that you accepted their decision following their review of the matter.
Part of their ruling states that once you accept, the Ombudsman would not expect you to pursue your complaint any further because you have accepted their ruling in full and final settlement.
Your sincerely
Touchstone
Hello Sean
Thank you for your feedback; it's appreciated. We are sorry to hear of your experience with us whilst resolving your water leak was not a positive one; that's not what we want for our customers.
Please contact us at feedback@touchstoneresi.co.uk with the ref: Google - Leak with details of your property and any outstanding matters requiring attention. Once received, we will connect you with the relevant team.
Thank you for your patience.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotKaren was very helpful and assisted me…
Karen was very helpful and assisted me at every step.
Zakari · 31 July 2024
Agent replied · 24 August 2024
Thank you for sharing your experience with us, Zakari. We're delighted to hear that our colleague, Karen, was able to assist you every step of the way during your recent move. She'll be delighted with your feedback, as are we 😊Best wishes for your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotThis company is a joke!
This company is a joke!! Been telling them since way before Christmas that the roof needs fixing, after months of not getting anywhere I spoke to the council. This so called company then tell me a roofer will come have a look, they also told the roofer if it needed fixing to do the cheapest possible fix just to shut the tenants up!! (Very unprofessional) This company was informed a new roof was needed yet I’m still waiting. Also the gas boiler was due it’s check to which he condemned the boiler as it was broke and said the flue in the roof needs fixing (this was over 2 weeks ago) and according to this company that’s a lie we just need a new boiler but yet again I’m still waiting for one and it’s not exactly warm weather!!!
Catherine · 8 March 2023
Agent replied · 13 June 2024
Hi CatherineThank you for your feedback. We are very sorry to see that you have been experiencing some difficulties with repairs recently, please could you contact us using the Ref: Trustpilot with details of your property and all outstanding matters, and a colleague will be in contact with you. Looking forward, please be assured that your review will be fed back to the management team.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 1/5
GoogleAnnoying mails every week to tenants about absurd rules, that by the way never been told before renting with themI. If you don’t want to end living in and paying for a property and feel like you can’t do anything. Never againg
Frank · 20 March 2025
Agent replied · 27 May 2025
Hello Frank
Thank you for your feedback.
We are sorry that you are unhappy with our contact emails; email is the most effective way to communicate with our customers about issues affecting where they live but we understand that if they do not directly affect you, they may be unwanted.
Please email feedback@touchstoneresi.co.uk if you have any other issues you'd like to discuss, using the ref: Google with details of your tenancy, and a colleague will be in contact with you.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotIt was a great welcome package they…
It was a great welcome package they offered (sarcasm loading).
Seba · 10 February 2026
Agent replied · 23 February 2026
Hello Seba
Thank you for your feedback. We are sorry to hear that you have been experiencing some difficulties with the property since moving in; that's not what we want for our customers.
We are unable to locate your account from the information in your review without further details, so please could you email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - SS with details of your tenancy and all outstanding repairs, so that we can look into this further.
We look forward to hearing from you and thank you for your patience while we work to resolve this matter.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotEVIL LIARS - NO HEATING & HOT WATER FOR A YEAR
If I had one word to describe the people at this company it would be MONSTERS
Aaron · 16 December 2025
Agent replied · 25 December 2025
Hello Aaron
We appreciate your feedback.
We're sorry to hear about your current situation and would like to investigate further; please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Heating, along with details of your tenancy and any ongoing issues, so that we can look into this matter and work with you to find a mutually agreeable solution. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotI seldom take time out of my day to…
I seldom take time out of my day to write reviews of this nature (I consider it better to simply take my business elsewhere), but I'm posting this as a warning to others. Touchstone really are dreadful. If you're looking for a property and you find one purportedly managed by Touchstone, keep looking. They have shown total disinterest in a maintenance issue I'd flagged weeks ago (not so much as the courtesy of a response, despite my sending a follow-up request), and the common parts of the development are in an appalling condition. Today, our oven door exploded all over my wife's feet, leaving shards of glass embedded in her clothing. I called their maintenance line, and was told we'd have to wait until next week before anything is done. Our not having a means of cooking food is not, it would seem, a priority for Touchstone. Do yourself a favour and stay clear.
Gordon · 11 February 2023
Agent replied · 13 June 2024
Hi GordonWe are sorry that you didn’t receive the response you were looking for from our Out of Hours service when you called. I understand that you are now in contact with our colleagues in the Edinburgh office and that a contractor has been arranged to visit you tomorrow.Please accept our apologies for any inconvenience caused.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHannah was very patient and always…
Hannah was very patient and always responded to our emails in a timely manner. We appreciate all of her hard work and commitment to the process.
Sh · 3 August 2023
Agent replied · 13 June 2024
HelloThank you for leaving your 5 star rating and review of our colleague Hannah, she will be delighted to see it. It's always lovely to see such positive feedback from our customers about our colleagues, so thanks again.Best wishesTouchstone
★★★★★ 5/5
TrustpilotI received immediate help in a very…
I received immediate help in a very crisis situation
Natalia · 10 February 2026
Agent replied · 23 February 2026
Hello Natalia
Thank you for sharing your experience with us; we really do appreciate it.
We are delighted that we were able to assist you in your hour of need.
Best wishes
Touchstone
★★★★★ 1/5
Trustpilotavoid like the plague !!
avoid like the plague !!! unhelpful, rude, uninterested, lack of knowledge staff never willing to help aslong as you pay rent your rent and dont complain about anything your ok !!if you do however raise any issues such as maintenance you have more chance of extracting blood from a stone as they are completely unwilling to help in any way other than just give your a poor excuse and tell you they will chase this up but then when you do finally speak to someone they then continue to lie saying they have tried to call you multiple and via email when this is not the case at all. anyone reading this should strongly reconsider renting with these absolute cowboys
Luke · 12 January 2023
Agent replied · 13 June 2024
Hi LukeWe’re sorry that you’ve had a negative experience with us but thank you for your review and for bringing these issues to our attention. So that we can investigate further for you, please could you contact us at feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and any outstanding issues, and a colleague will be in contact with you. We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotBad checkout experience
Rented for 2 years from Touchstone/Dolphin. Everything with fine expect for the heating they can’t fix for a while.But the move out went pretty bad: chased them to acknowledge the notice, delays and mistakes along the process, trivial replies took at least 2 days, tried to claim replacement of furniture that agreed to be disposed earlier, deposit release took 1.5 months so far and not finished yet, meticulous checkout claiming every minor thing they should have fixed if I had reported, total ignorance of the feedback team, overpriced handyman costs
Konstantin · 10 January 2023
Agent replied · 13 June 2024
Hi KonstantinWe are sorry to see your post. As we were unable to agree on elements of your deposit return following your move-out, the matter was referred to the TDS for independent adjudication.Hopefully the adjudication will bring the matter to a mutually satisfactory conclusion without further delay.Very best wishes to you in your new home. Kind regardsTouchstone
★★★★★ 1/5
TrustpilotWe have been having issues with…
We have been having issues with Touchstone since the day we moved in. Property manager is absolutely awful, never answers phone calls, emails, customer portal queries, nothing. Receptionists are extremely rude, calls put through only to reach a voicemail every single time, not that they ever return your call. The amount of undue stress we have been through due to their incompetence is insane.
Grace · 27 February 2024
Agent replied · 13 June 2024
Hello GraceThank you for your feedback. We’re sorry to see that you have been experiencing difficulties contacting our offices and that your emails have been gone unanswered. So that we can assist you, please could you contact us via feedback@touchstoneresi.co.uk using the Ref: Trustpilot with details of your property and all outstanding matters, and a colleague will be in contact with you.We look forward to hearing from you.Kind regardsTouchstone
★★★★★ 3/5
Trustpilot-4 but having no heat isn't an emergency
I've been renting a house from them for more than 6 years. On Friday evening the boiler stopped working in the middle of a very bad cold snap with temperatures below -4 at night. I called on Saturday as the house was getting really cold, we had a bad night and obviously can't shower. They said on the phone, after keeping me waiting for more than 20m that they couldn't raise this as an emergency and I should be waiting until Monday at 9am. I understand they need to prioritize vulnerable people but not being willing to get our boiler sorted for more than 48h in the middle of a freezing cold makes me think they are just stingy as a company to whom we've been loyal customers for more than half a decade.Until now everything has been mostly ok but this incident makes me very sad.Update - Even though I consider this to be bad practice I think it's only fair to balance it against all my previous experience and their quickness to reply here and privately on Monday. So adjusting the the star score accordingly.
Victor · 20 December 2022
Agent replied · 13 June 2024
20.12.22 Update: Thank you Victor. We very much appreciate your reviewing your rating and providing an update.Best wishes for Christmas and the New Year.Touchstone------------------------------------------------------------------------Hello VictorWe are very sorry to see that you experienced some issues with reporting your boiler issue to our Out of Hours Service over the weekend. Firstly, thank you for your understanding at what must have been a difficult time. if you are still experiencing issues with your boiler, please could you contact us via feedback@touchstoneresi.co.uk at the soonest opportunity so that we can assist you further.In the meantime, your feedback has been forwarded to our Operational Team to highlight the matter.Kind regardsTouchstone
★★★★★ 5/5
GoogleWe had an excellent experience with their services. Throughout our time there, the team was always professional, attentive, and quick to resolve any issues that arose. Their promptness and willingness to help made a huge difference in our living experience. Touchtone truly went above and beyond to ensure that everything ran smoothly
July · 25 September 2024
Agent replied · 25 October 2024
Hi July
Wow! Thank you. We're delighted to hear that you had such a positive experience during your time with us; your review has made our day! The team works hard to ensure that our customers receive their best attention at all times, so they'll be delighted with your kind words; thank you.
Best wishes to you in your new home.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotCouldn’t fault touchstone
Couldn’t fault touchstone. Any issue I had was sorted straight away with no issues. Thank you to Coco for your help and support throughout my tenancy!
· 19 June 2023
Agent replied · 13 June 2024
Hello It’s wonderful when we receive such positive feedback from our customers, so thank you. Thanks too for your praise of our colleague Coco and the service she has provided to you during your tenancy, she will be delighted. Coco really does put customer service at the heart of everything that she does!Best wishes.Touchstone
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.
