Touchstone CPS London reviews

★★★★★ 5/5

Trustpilot

Naomi has been brilliant

Naomi has been brilliant, always available to answer my questions and concerns with a swift response. Very happy with the assistance from Naomi.

Dan · 16 January 2023

★★★★★ 1/5

Trustpilot

Poor communication

Poor communication, doesn't care about tenants.

Kacper · 16 December 2025

★★★★★ 1/5

Trustpilot

Terrible

I rented a flat in Aberdeen which was managed by Touchstone, Bath. When the flat had rain water damage, Touchstone were completely unwilling to properly fix the issue.Staff were poor to respond to countless requests for help and the property manager kept changing (clearly not a great place to work either). Sometimes emails requesting action would be ignored.Any work done to address issues always seemed to be the 'cheapest and dirtiest' solution.I don't recommend Touchstone to anyone. They really need to up their game.

A.S · 11 December 2021

★★★★★ 5/5

Trustpilot

Amazing!!

I have been living on a property managed by touchstone for 5 years and a half and they are wonderful!! Every single problem I have had during this past 5 years they have always sorted it out ASAP, which definitely is something to appreciate when other state agencies take a long time to come around and fix whatever you need. I emailed yesterday with an issue I had with my front door and today by 9:30 was already sorted. New locker and everything done within hours. New dishwasher when my old one stopped working, mould problems solved, leaking issues looked through and through… honestly, they are really good! Big thank you from a grateful tenant!

Victoria · 9 December 2021

★★★★★ 5/5

Trustpilot

Alex was very helpful in resolving the…

Alex was very helpful in resolving the issues. Thankyou so much

Praisy · 12 December 2023

★★★★★ 1/5

Trustpilot

Worst company I have ever had to deal with.

This company manages the share of my property I don’t own. Since they have taken over managing my home, they have got every bit of information wrong and I have had to do their jobs for them.They are not interested in repairs or anything for that matter unless you kick and scream, which you shouldn’t have to do. I wound not recommend anybody to deal with them. Stay clear.

Christopher · 10 March 2023

★★★★★ 1/5

Trustpilot

Never in my life have i ever dealt with…

Never in my life have i ever dealt with a company like this. Get ready on moving out of your house cause you will be billed for EVERYTHING. We lived in a house for 5 years and amongst other things were billed £25 for a mat that was outside that rotted and fell apart. You have to ask permission for every little thing you do but make sure you get it in writing as a verbal agreement will suddenly not have happened. Our back garden was flooding to the point of going over the patio door so we got verbal approval to extend the patio laying sand under it for drainage (it was just mud before no grass) the garden looked so much better then it did when we moved in and we have been billed £200 for laying it. this has also been used as a selling point when renting the house again Friends of mine had a house opposite ours and changed the blinds but kept the same fixing ( the blinds were better) and the old blinds were in the garage. they have been charged £10 per blind . Takes them weeks to respond to anything unless you are late in your rent. The houses are all owned by a pension scheme or similar so all they care about is getting as much money out of you as possible

Heidi · 22 November 2021

★★★★★ 5/5

Google

Dean William's - was amazing - he has answered all my questions and been very professional. He called back when he said he would, even though the issue was not his to deal with. Thank you for your support. Martyne Central Estates

Martyne · 11 October 2024

★★★★★ 1/5

Trustpilot

I would not recommend.

I would not recommend.I handed back a property of a deceased relative who had been renting the same property for 20 years plus, I was given misleading info by telephone stating rent still needed to be paid, so we left the direct debit in place, turns out the rent shouldn't have been paid and they refused to pay it back.No empathy or apologies, just silly excuses.Any repairs they made to the property were never done properly, poor communication and bad attitudes all round.If you find yourself dealing with them and having to hand a relatives property back, do not pay them anything, I would have been better off not contacting them at all!Trying to do the right thing doesn't always serve you well, especially when dealing with a company like this.They could also do with some training on GDPR and customer service.AVOID in my opinion, I'm sure they'll reply to say sorry about this, that doesn't change the fact that their service is very poor.After following their advice, I actually let them rob money out of a dead relative on the basis they told me the rent still needed to be paid! Lesson learned there.

Thomas · 21 September 2021

★★★★★ 1/5

Trustpilot

My partner and i have been looking for…

My partner and i have been looking for a property in the high wycombe area to rent for some time, and were delighted to find this the property available, and to hear we had obtained the contract to rent it. Despite the delay waiting to view the property, we were keen to move in due to time restrictions on our present property.however, our delight vanished when we finally got to view the property ,my partner is currently on the clinically extremely vulnerable HMGov listing and obviously we are aware of the dangers caused by coronavirus and expected a better standard than we were offered. CONSIDERING THE PRE CONTRACT FROM TOUCHSTONE CLEALY STATES,THE PROPERTY SHOULD BE CLEAN PRIOR TO TENANTS MOVING IN AND IT WASN'T IT WAS DISGUSTING. I would never recommend this company, it’s the worst company I have ever dealt with !!!!With have a five page document of the awful service we have received !!The reason why I have not contacted you , is because nothing get done, I’ve got pages of missed calls and unanswered emails!! I just read through some of the reviews or touchstone on here, and are you not embarrassed? to work for such an awful company !! I think you will lose a lot of potential custom if nothing changes !!Latest update….. so I was waiting all day for a caretaker/janitor to turn up on Thursday, after being promised this, to find out that my property is being dealt with a trainee/apprentice . It’s all very well replying penny, with the same stupid response that you have copied and pasted to every complaint on trust pilot, but It would help if you actually fixed the issues we are having and stopped causing my family severe mental health issues.

Michael · 13 September 2021

★★★★★ 1/5

Trustpilot

AVOID TOUCHSTONE!!!!

Where to even begin with touchstone! They are a complete waste of space! They’ve got no interest what so ever in the tenants and problems that may arise, and they are never in any hurry to get back in touch, it can takes weeks before you hear from them, and when they do get back in touch any problems that are reported and just simply brushed under the carpet! And they’ve got no interest into solving anything. We’ve had numerous problems in our new flat over the 3 years, between mould in the bedroom window seals, and loose wall sockets and carpet coming up in our living room, and touchstone are reluctant to doing anything about it, we’ve had 3 property managers in the 3 years and all of them were a complete waste of space! And the new manger is just as useless! A jobs worth!! Strongly would not recommend touchstone to anyone don’t bother wasting your time or money! Please stay away!!!!

Consumer · 31 August 2021

★★★★★ 1/5

Trustpilot

They have really poor customer service…

They have really poor customer service specially kaila beck.we have informed about a water leakage in our apartment and it is been 6 days now..no response to their mail not answering phones.water is coming out of switches there are so many safety issues with the house.

Gayumi · 24 July 2024

★★★★★ 5/5

Trustpilot

Where do I start……

I don’t know where to start with the Touchstone Edinburgh Team. Everything, and I mean EVERYTHING has been seamless.They really have pulled out all the stops for my new property, which resulted in them working extra time to accommodate my needs.Constant contact, never a problem getting hold of anyone, personalised video tour of my new house - I honestly wouldn’t hesitate to recommend the Edinburgh Team to anyone!You all know what you’ve done individually, so from a new home mover, I seriously cannot thank you enough! Bring on tomorrow! Dionne & Kobe 🐾

Dionne · 5 August 2021

★★★★★ 5/5

Trustpilot

No stress move

Very prompt response to all my enquiries. Coco was very helpful and efficient and took away the stress of moving home for me. Thanks so much

Ms · 12 June 2022

★★★★★ 1/5

Trustpilot

Absolute cowboys. AVOID

Rented with Touchstone for over 2 years. First of all the property was filthy when I moved in, I had to give the entire place a proper clean. Anytime I reported repairs I had to chase them repeatedly before anything was done about it, once even having to spend over a week with no hot water before anyone even responded.I moved out over a month ago and no one has contacted me regarding the return of my deposit, no one has replied to my e-mails asking about the return of my deposit and if I try to call them direct I get bounced around from department to department and told to ring people who aren’t even working for them. No one in office seems to have any clue what’s going on with company affairs.Definitely would not recommend.

AW · 8 July 2021

★★★★★ 1/5

Trustpilot

Stay Away!!!!!

Last year we had to find a property temporarily to rent while we waited for our new home to be finished built after we sold our house. We never rented before, always been house owners. We Had to find a rental property quickly after exchange of contract so we had to move out. We only want to rent for 6 months, found a house through your Move Estate Agent, every properties were snapping up so fast last year during covid-19 so we had to grab a vacant house to move in quickly. The house we found was newly built only 5 years old but shockingly was in a poor state ruined by previous tenants with children the garden overgrown, high grass, children drawings on walls, lots of dents on walls , cracks on walls, broken sheds, marks on carpets, rusty fridge, oven was flirty never cleaned, we had the misfortune to be introduced to TouchStone from Your move who said they will get the carpets cleaned before we moved in. We moved in and noticed carpets were only vacuumed and not shampoo clean marks were still on that carpets. So we paid for a professional to clean the whole house and they said the oven wasn’t cleaned and they don’t do oven cleaning. We decided to clean the oven as much as we can ourselves. So with £1,800 deposit put and with monthly rent of £950 Touchstone they said we can move in within a week on a 12 months contract and not 6 month, why did they advertised it was available for 6 months but later changed to 12 months??? We had no choice but to go with them. We Took photos of every defects and damages on property, internal walls, carpets, oven, outside slabs etc reported to them when the heating wasn’t working the lighting wasn’t working etc paid out rent on time with no problem Continually emailed touchstone about repairs on the house to sort they never look it up. Our new home is now ready we informed Touchstone 2 months before I tenancy contract ends they haven’t even bothered to get an agent in to market the property and expected us to be around to give the viewing!! We decided to clean the property ourselves but Touchstone said we need to get the property professionally cleaned including the garden or they will deduct from our deposit!!! EXCUSE ME they never tidy the garden but left it overgrown for us and took us 2 days to sort out the garden. Why should WE pay professional to clean the garden??? Stay away from Touchstone they will rip you right off please photograph and video everywhere inside and outside the property before you move in if a property you rent is unfortunately under their management

Mrs · 28 June 2021

★★★★★ 5/5

Google

Caroline has been excellent, she is super friendly, very professional and patient. From the first meeting we felt very comfortable and confident. Had great communication and quick attendance to queries. Many thanks!PositiveProfessionalism

Mona · 10 June 2021

★★★★★ 1/5

Trustpilot

Disgusting level of customer service.

Disgusting level of customer service.No communication at all and demand money for rent increases which they do not inform tenants of properly or via writing in letter form.Awful properties they cover so much up. Bad property management. Turn everything around to make it the tenants fault. Manipulative and disrespectful staff. Can never get hold of anyone via email or phone. It’s always someone else’s problem.Would not recommend.

Jessica · 20 February 2023

★★★★★ 5/5

Trustpilot

Review

Compliance coordinator Naomi Lewis is always very responsive and has helped with a whole host of problems. Great service.

Sam · 20 February 2023

★★★★★ 1/5

Trustpilot

The worst property managers you could find

There are not enough words to describe how awful and absolutely horrendous Touchstone are to deal with. If you can, please avoid at all costs.Their response times to fixing problems are staggeringly long and the lies, ignoring emails, ignoring calls that you will have to put up with until the problem is fixed, is beyond belief.As an example - It took them 10 months to fix a hole our roof and so since October we have had to put out buckets every time it rains. The bathroom is now covered in black mould and the walls and ceiling are still damp, but every request to fix this has been met with silence.Again, please, please avoid using this truly dreadful company. If I behaved with the same levels of disdain, contempt toward the customers and clients I work with as Touchstone do, I would be unemployed.

James · 2 June 2021

★★★★★ 4/5

Trustpilot

Thank you Donovan

Our roof suffered some damages during the recent storm. Our new property manager Donovan arranged for it to be fixed in no time. Thank you Donovan, appreciated.

Katerina · 20 February 2022

★★★★★ 1/5

Trustpilot

Awful property management, AVOID!

Awful property management. Hardly ever replayed an email, when they do they promise things they and then ignore them completely. Upon property check out they tried to claim as many much money as possible from our deposit, had to afuera with them for a long time and send endless amounts of photographic evidence to prove they were wrong and they still only lowered the absolute minimum deposit charges. Avoid!!

Jane · 7 November 2022

★★★★★ 1/5

Trustpilot

8 weeks have gone by and we haven't…

8 weeks have gone by and we haven't used our bathroom because of the damp,my wife and kids have asthma and it is affecting them,numerous phone calls and emails have gone un responsive. We have stayed here 9 years had nothing but problems, and every year they raise the rent.Problem now solved, the guy that came to do the work very pleasant and did a great job,thank you for getting done so quickly.

Allan · 12 May 2022

★★★★★ 1/5

Trustpilot

Neglectful towards building and tenants

The lift in the building has been broken since the day we moved in in 2017. There have been multiple temporary fixes made- after a lot of begging from the tenants on each occasion. The lift is now completely out of order since the end of summer 2020. They have not communicated any progress since then until this week (January 2020). They blame the delay on landlord and developer pushback. We don't care, it is none of our business and as a property management company they should have mechanisms and procedures to sort these issues in a timely manner even if there are hurdles. It is NOT ACCEPTABLE to neglect a property and its tenants this way and for this long.

Ten · 8 January 2021