Touchstone CPS London reviews

★★★★★ 5/5

Trustpilot

I have had the most prompt and stress free experience…

I have had the most prompt and stress free experience with the help from Helen Sheils and Emily Pilling finding me a home. After letting them know I was in need for a place for me and my daughter they did all the checks immediately and found me a clerk to book in to get my keys. Very responsive to phone calls and emails. Really appreciate the time taken for me. :)

Charlotte · 23 May 2022

★★★★★ 1/5

Trustpilot

Careless unprofessional agency

The most careless agency I have ever seen. I wish I would have never ever rented from them.(and I'm renting only for a week)Be careful people, do not do business with Touchstone. They are representing their name definitely. Their communication stone cold and touches your nerves. Very very disappointed. We are heading to Christmas with no heating in our bedroom and in our bathroom and my wife is 3 months pregnant. Touchstone is on holiday until 4th of January since 21th of December. Without even notifying their tenants. Lovely toch again from a stone cold agency. I hope you have a happy Christmas because we definitely won't have one thanks to your careless unreasponsable service.

Beata · 23 December 2020

★★★★★ 1/5

Trustpilot

Illegal Practice

This company sadly needs to sort itself out as the way in which they are operating in bordering on illegal. We have been left with a massive hole in the wall under the stairs, another in the living room and holes in the ceiling. We have been left with rats entering the property too and the last 3 emails I have sent have been ignored so I will be trying to call them today and then reporting the situation to the local council and environmental health. Absolutely appalling. The list of issues we have had with this company is way beyond laughable but sadly we have just now had enough and need to get officials involved as they are clearly purposefully avoiding sorting issues that are hazardous to health.

Shaun · 9 December 2020

★★★★★ 5/5

Trustpilot

Happy tenant.

I've just left a property managed by Touchstone, which I'd rented for 16 months. All the dealings I had with Touchstone from collecting the keys to handing them back were well-organised and efficient. It was easy to get in touch with friendly and helpful staff on the phone or via an online portal, even during lockdown. When there were some problems, e.g. storm damage in the garden, contractors were sent to deal with it the next day. Even very minor things such as replacing a grill pan were sorted really quickly.I was very happy with the great service provided.

Heather · 1 December 2020

★★★★★ 1/5

Trustpilot

You have to use your imagination to…

You have to use your imagination to understand how catastrophe it is to be a tenant under this ”company” - then take it further when you think you are there. -Communication- is a a term that yet needs to be invented in the company. Mails from me and my girlfriend that clarified a serious rat/mouse problem which was sent multiple times to the company due to what we agreed on the contract. If we misinformed the company and damage was discovered from the rats, we as tenants was sealed to pay for the repairing. They never sent someone to solve the problem which they guaranteed and they never responded at any time.Duo to COVID-19 we lost our jobs and had to move back to our country because we were students and it occurred almost at day to the next. We could already see after some days we had to give up the flat to lack of income.We gave the notice and we told them our family would pack the stuff up and clean the flat. Nevertheless, the came and CHANGED THE FUC*KING LOCK before my family could enter the flat!!!!!So a maintenance man from their company gave 15 MINUTES TO REMOVE ALL OUR STUFF AND FURNITURES + CLEAN EVERY PART OF THE FLAT!!!Ofcurse, that was a disaster which resulted in losing our chance to obtain our furniture and some of our stuff. Around 2000£ we lost on 15min. AND THEY had the audacity to put the bills on cleaning and removing our stuff on the deposit!!! So we lost that too!! 2225£ Their goes. We only got 200£ back for changing our lock without our permission (we actually had an address their at the given time) so just think we got locked out and had to sleep on the streets while we paid for a flat we didn't have access under an epidemic?!?! Fu*cking disaster!! I will NEVER recommend this fraud-company!!Around 4000£ lost and we have nothing left and the only sh*it*ty company to blame is Touchstone.

Kasper · 27 November 2020

★★★★★ 1/5

Trustpilot

Pathetic

Poor customer service and just pure pathetic. Hard to get a response! When i wanted to give my notice in before moving i had to contact 3 different emails to try and give my notice. Now ive moved out and left house in a tidy manner and proffesionally cleaned but few minor defects on my part, they'be tried to sting me with some ridiculous charges. £342 for 'some cleaning issues' after i had house cleaned! Money hungry company and poor business

Mahe · 26 November 2020

★★★★★ 1/5

Trustpilot

Apathetic to tenants, just interested in the money.

I have had to chase repairs for over a year now due to the poor finish standard of the new build that I moved in to. They organise repairs to be carried out using another company called The Power Service and have absolutely no system for feedback as to whether these repairs were completed or not. I left negative feedback on their internal system to point out that the repairs had not been completed and my property manager asked me if he could remove it.Also, they decided to raise rents right in the middle of the lockdown. Not interested in anything other than the money with the least work and support required.

Will · 6 November 2020

★★★★★ 5/5

Trustpilot

Jessica and Julie have been super helpful.

Jessica and Julie have really swiftly helped us out when we needed it most. Responding quickly to our request for help and solving our issues promptly and humanely.We want to thank them again and we highly suggest them!

Yiannis · 1 October 2024

★★★★★ 1/5

Trustpilot

Touchstone are the absolute pits

They are the worst property agency in the country and use public money for huge projects but do not in any way reasonably care for the properties and have no social conscious about the families that have the misfortune to rent from them. Maintenance and up keep is almost laughable, and you can usually tell a Touchstone managed property as it looks run down and filthy, and there are numerous examples I could give in how they have allowed a new building only few years old to run down and look like some old scummy council block from the 60's. Staff (not all) are defensive, unhelpful even verging on rude and seem to think their role is to find more imaginative ways of making up excuses and working on avoidance tactics to absolve themselves of having to spend a single penny of the money collected in rent - their complaints system does not afford them the opportunity to use it as learning and move issues forwards. Wouldn't touch another property mis-managed by them.

Stuart · 1 November 2020

★★★★★ 1/5

Trustpilot

We have been renting an apartment…

We have been renting an apartment through Touchstone for two years now. Our start was rocky as they neglected a couple of things and gave us vague responses when inquired about them. We moved on.But recently we've been asking for help with loud neighbour, who is also a Touchstone tennant. It became unbearable, we get woken up at 7AM every morning and the noise continues throughout the day whenever tennants are in their apartment. We are exhausted. So we emailed Touchstone asking for help, since it is clearly a breach in contract and their matter to deal with.First they said they would write a letter to all tennants in the building, reminding them to respect each other and keeping the noise down. Weeks has passed on, nothing was sent. So we emailed them again. This time they told us that they will write an email to the tennant but if we want any further action, we need to go through the city council.First of all, I don't believe an email has been sent. You have already failed to send that letter, so why would I believe you sent an email? Especially since the situation continues.Second of all, you are legally bound to intervene and enforce rules of your contract, which tennant above us is clearly violating. So pushing that responsibility on us is gross negligence on your side.Obviously you don't care how you get your money, so long as you get it. And it looks like our only option will be to move out of the property. But one thing is for sure, never again will we use your service.

Lazy · 21 October 2020

★★★★★ 1/5

Trustpilot

Terrible service

Terrible service. I moved out of my property after being a reliable tenant for 11 years, on the first of October and requested information with regards to the return of my deposit on the 23rd of September so I could have the correct paperwork ready if needed ( my certificate of proof of a deposit) after many many emails to the property manager..I'm still yet to hear from them, even though a new tenant moved into the property over two weeks ago!! I find this unacceptable! One email to let me know if there is any deductions would be sufficient ( although the flat was left empty and clean) I'm shocked about the lack of communication!

Miss · 19 October 2020

★★★★★ 1/5

Trustpilot

Unreasonable charge

I have lived in the property for 2 years, paying my rent on time and always keep the house clean. I tried my best to clean up everything when I moved out and their report also reflected the property is at good condition but the management company still charge me £200 cleaning fee as it’s not cleaned as hotel standards ! Ridiculous! Even you bought a thing after 2 years it won’t turn back to as new product!

SummerBoy · 10 February 2021

★★★★★ 1/5

Trustpilot

If I could give it a 0 I would

If I could give it a 0 I would. The application process for our flat took nearly 2 months as they did not communicate that they were missing information. Our move in date was pushed back by a whole month, however we were only informed last minute every time it was pushed back. I’m in the process of moving into a new flat as they have been non-responsive to my emails and have also made false accusations about myself and my living situation. I have lived here for 6 months with a window that has been damaged since I moved in, AND I was the only tenant in the building not given a key for the main entrance to the building - another issue I had raised that was not even responded to.

Tara · 8 July 2020

★★★★★ 5/5

Trustpilot

Great Customer Approach! Our experience with Touchstone have…

Our experience with Touchstone have been excellent mainly because of their great approach to satisfy their clientele expectations with a knowledgeable and skilled team. They are ready and available almost immediately making them both, a professional and friendly group. We highly recommend their services.

A · 15 May 2024

★★★★★ 1/5

Trustpilot

The worst renting experience I’ve had

The worst renting experience I’ve ever had. Our application took over a month and I was asked for a guarantor to guarantee my rent even though I paid my tenancy in full. We’ve lived here almost a year with broken windows, wires hanging from the ceiling and a broken shower. We now both pay a gym membership just so we can use the shower. The only time touchstone have ever done anything quickly was when they needed me to change my payments, which funnily enough, they sorted almost instantly. No response to any maintenance requests, except one electrician who turned up, told ya it was definitely broken and left again. Never heard anything since and that was 10 months ago. Do. Not. Rent. From. Touchstone. You will regret it.

Schtiff · 7 February 2020

★★★★★ 5/5

Trustpilot

A job well done! 👍

I reported that our ceiling is leaking from a water leak from the flat above us and it was acted promptly by Alex Paradise and the whole team, preventing further damage. He even offered to repair the water marks left on the ceiling. Kudos to you guys 👍👍

Joan · 31 January 2024

★★★★★ 5/5

Trustpilot

Easy Process

My tenancy progression and referencing was carried out by Kian Ascott who was excellent. This stage for any new let can typically involve a fair amount of anxiety but Kian's quick responses and clear instruction made the process feel very easy.

Euan · 11 June 2024

★★★★★ 1/5

Trustpilot

Disingenuous charges when leaving the property

They've tried to charge us for the removal of a pole that is used to open the loft, left in one of the bedrooms by the landlord and some rust on an aged panel in the bathroom, which is so ridiculous it's almost funny that some people say this with a straight face.

Claud · 29 September 2023

★★★★★ 5/5

Trustpilot

Very happy

Very happy, especially the professional advice from Pooja Shetty. I called her 3 times and she helped me in all the moments. Even after the moment we moved in, she helped me with the parking questions. We are really happy with her attention.

Antonio · 29 April 2024

★★★★★ 1/5

Trustpilot

Worst estate agent ever

take months to do a repair and even then they tell contractors to do the cheapest repair possible, I waited 18 months to have a water leak in the property repaired, they even ignored a pending court action from united utilities, a complete joke of a so called estate agent , don't go anywhere them

Alan · 25 July 2023

★★★★★ 5/5

Trustpilot

Alex is polite

Alex is polite, friendly and prompt. He keeps you updated with relevant information as soon as it is available.

Dwight · 11 April 2022

★★★★★ 1/5

Trustpilot

Waste of space of a company!!!

Waste of space of a company.. emailed several times to raise issues, but have not yet gotten a response, been well over a month ago now and still nothing has been done. The property manager is a jobs worth!! I will be taking this higher to a response and have the issues resolved! Because touchstone have no interest in their customers.

Consumer · 10 December 2022

★★★★★ 5/5

Trustpilot

All things were good

All things were good Specially Tony and karen they were amazing staff I have ever seen they responded to my questions so fast so I felt that I have the appreciation and respect Thank you all

Ibrahim · 25 June 2024

★★★★★ 5/5

Google

Had a lot of issues with loosing my keys but Dean fixed my problem extremely quickly and with brilliant communication. Really appreciated all his help and am extremely thankful

Rosie · 11 October 2024