How many reviews does Touchstone CPS London have?

Touchstone CPS's London office has 573 reviews across two platforms: 103 on Google, 470 on Trustpilot (across the whole business).

What is Touchstone CPS London's rating?

Touchstone CPS London is rated 3.2 out of 5 across all 573 reviews, and 2.6 out of 5 on Google from 103 reviews.

Where is Touchstone CPS's London office?

Touchstone CPS London, Tandy Place, London, E20 3AS.

Trusted Agent profile · London

Touchstone CPS London reviews

3.2

★★★★★

573 reviews across 2 platforms

Tandy Place, London, E20 3AS

Touchstone CPS's office in London, at Tandy Place, is rated 3.2 out of 5 across 573 reviews on two platforms, including 103 Google reviews rated 2.6.

2.6 / 5

103

Reviews on Google

This office

470

Reviews on Trustpilot

Business-wide

Reviews may appear on more than one platform.

Reviews

Every review we hold for the London office, from every platform, shown as written. First names only.

1/5

Trustpilot

Moved into a brand-new…

Moved into a brand-new Touchstone/Lloyds Living property in September 2025 and have been dealing with unresolved issues since October. Despite paying rent on time every month, the aftersales support has been extremely disappointing.

MRSMARGARETKILVERT · 20 April 2026

Agent replied · 6 June 2026

Hello Margaret Thank you for your feedback. We’re sorry to hear that there is outstanding maintenance at your property. As this is a new build, responsibility does initially sit with the developer; however, we’re aware that their response has been slower than expected. To avoid further delay, we will therefore arrange for our own contractors to attend next week. If anything becomes urgent in the meantime, please don’t hesitate to contact our out‑of‑hours service. Thank you. Kind regards, Touchstone

1/5

Trustpilot

Awful

It took touchstone over 2 years to repair our leaking roof. The roof allowed water to seep into one of the bedrooms which caused the ceiling to fill with mould. The agent I dealt with was extremely incompetent and unhelpful. In fact she was so unhelpful It almost felt like she was taking enjoyment from it. The roof has now been fixed but two months on the scaffolding is still outside our house so we cannot open any of the windows at the front. Yet again the same agent is of no help, I have called her multiple times to have the scaffolding removed. Everytime she has an excuse and says she will call me back. Guess what... she never calls back. How is this person still employed by touchstone? The best part is when you ask to make a complaint - She doesn't know what the complaint procedure is and tells me to speak to a welfare officer.

Terry · 20 August 2020

Agent replied · 13 June 2024

Hi there,Could you kindly email me across the address of your property and I will look into this matter for you with priority. My email is natalie.james@touchstoneresi.co.ukI look forward to hearing from you.Kind regardsNatalie James Touchstone

5/5

Trustpilot

Professional and efficient…

Professional and efficient communication. Great service and support from Dean Williams

Customer · 17 September 2026

Agent replied · 13 June 2024

Hello Thank you so much for taking the time to review our service, we really appreciate it. Thanks too for acknowledging the support provided by our colleague Dean recently; we'll be sure to pass on your kind words. Kind regards Touchstone

5/5

Trustpilot

I have found Touchstones to be a great…

I have found Touchstones to be a great landlord, its nice to have a company that understands it is your home, as most letting agents make you feel like your renting an investment you can't relax or feel at home in.My property manager Shirley Driver has been very kind and understanding, she has listened to any concerns I have raised and eased them, she has treated me as a valued individual.At this stressful time she has been very supportive, and we are able to at least enjoy the garden in lockdown, as Shirley made sure the work was done to make it as promised when we moved in.

Michelle · 6 May 2020

Agent replied · 13 June 2024

Hi Michelle,Thank you for rating and reviewing the service that you've received from Touchstone, it's much appreciated. I was particularly pleased to hear that my colleague Shirley Driver has made you feel valued, so thank you for acknowledging her supportive and helpful approach to her work.I hope that you're still enjoying your garden, and send you best wishes to you in your new home. Kind regardsNatalie JamesTouchstone

1/5

Google

If you want to live in a safer, reliable home - do not use this company. I repeat ‘DO NOT USE THIS COMPANY’ The staff are miserable and unhelpful. My boyfriend has rented in one of the buildings managed by them for over year and I’ve moved in start of this year, so about 10 months. 1. In the last 10 months, the boiler has been broken about 15 times. 2. The elevator has broken down about 10 times. 3. The washing machine pothole glass was already cracked before my boyfriend moved in. He complained constantly and Dean (works for this company) blamed him and requested a before photos. How are we able to supply before photos????? 4. Mine and my boyfriends parcel of around £150-£280 until date has been stolen and there is no sense of seriousness or stern in their emails to residents. They send a slap on the wrist email and basically encouraging us to send parcels to our work address. Technically, they are implying if we have a large sofa and wardrobes that needs to be delivered for our home, we send them to our work address 👍🏼 Terrible company. I’ve lived in better properties managed by other businesses!

Iona · 6 November 2024

Agent replied · 23 November 2024

Hello Iona Thank you for sharing your feedback. We’re sorry to hear about the issues you’ve experienced, and we understand how frustrating this must have been. We’re aware there have been recurring issues with the boiler. This falls under the remit of block management (third party), and block managers have ensured that the necessary repairs and preventative measures are now in place to help reduce further disruptions. With regard to the lift breakdowns, we’ve noticed that some of these incidents are due to overloading, particularly during move-ins and move-outs. We are working to keep the lifts in good working order and encourage residents to follow loading guidelines to help minimise these issues. Parcel security is an important concern, and unfortunately, this has become a common issue across many residential properties in the UK. Although we’ve added additional security measures, we are unable to take responsibility for missing parcels. To assist, we recommend arranging deliveries for times when you’re available to receive them directly or using local collection points. Finally, we’re sorry to hear that our customer service has not met your expectations. We take this feedback seriously, and a member of our team will be reaching out to discuss your concerns in more detail. Thank you once again for bringing these matters to our attention. Kind regards Touchstone

1/5

Trustpilot

If you want to live in a safer

If you want to live in a safer, reliable home - do not use this company. I repeat ‘DO NOT USE THIS COMPANY’The staff are miserable and unhelpful. My boyfriend has rented in one of the buildings managed by them for over year and I’ve moved in start of this year, so about 10 months. 1. In the last 10 months, the boiler has been broken about 15 times. 2. The elevator has broken down about 10 times. 3. The washing machine pothole glass was already cracked before my boyfriend moved in. He complained constantly and Ryan (works for this company) blamed him and requested a before photos. How are we able to supply before photos?????4. Mine and my boyfriends parcel of around £150-£280 until date has been stolen and there is no sense of seriousness or stern in their emails to residents. They send a slap on the wrist email and basically encouraging us to send parcels to our work address. Technically, they are implying if we have a large sofa and wardrobes that needs to be delivered for our home, we send them to our work address 👍🏼Terrible company. I’ve lived in better properties managed by other businesses!

Iona · 5 November 2024

Agent replied · 23 November 2024

Hello IonaThank you for sharing your feedback. We’re sorry to hear about the issues you’ve experienced, and we understand how frustrating this must have been.We’re aware there have been recurring issues with the boiler. This falls under the remit of block management (third party), and block managers have ensured that the necessary repairs and preventative measures are now in place to help reduce further disruptions.With regard to the lift breakdowns, we’ve noticed that some of these incidents are due to overloading, particularly during move-ins and move-outs. We are working to keep the lifts in good working order and encourage residents to follow loading guidelines to help minimise these issues.Parcel security is an important concern, and unfortunately, this has become a common issue across many residential properties in the UK. Although we’ve added additional security measures, we are unable to take responsibility for missing parcels. To assist, we recommend arranging deliveries for times when you’re available to receive them directly or using local collection points.Finally, we’re sorry to hear that our customer service has not met your expectations. We take this feedback seriously, and a member of our team will be reaching out to discuss your concerns in more detail.Thank you once again for bringing these matters to our attention.Kind regardsTouchstone

5/5

Google

Ana Zoopola-Sanmartin exceeded all our expectations as an agent. From our first professional flat viewing through to signing the final contract, she was consistently helpful, efficient, and friendly. Her dedication and expertise made the entire process smooth and stress-free. We couldn't have asked for a better experience!

Tina · 16 November 2025

Agent replied · 16 April 2026

Hi Tina Thank you for sharing your experience with us; it is very much appreciated. We are pleased to hear that Ana was able to guide you through the application and move-in process with ease. We will share your feedback with Ana, who will appreciate your kind words. Best wishes for your new home. Kind regards Touchstone

5/5

Google

Ana was very helpful throughout the renting process. Good experience overall.

David · 15 July 2025

Agent replied · 11 October 2026

Hi David Thank you for leaving a review for us; we really appreciate it. It's wonderful to hear that Ana was able to assist you through the application and move in process; moving can be a hectic time, so it's good to know that Ana was on hand to help you. We wish you well in your new home and hope that you are settling in nicely. Kind regards Touchstone

1/5

Google

Avoid 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 · 11 October 2024

Agent replied · 9 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

Google

Really really poor management and low quality team, I get house and they told me I can get permit parking outside the building after I moved in I tried to get permits call council and they told me there’s no way getting permits around this building and in 8 days I got 300£ fine tickets and I contact company they told me I have to pay 250£ for parking in building which is I didn’t now that otherwise I had other options and this house no worth for that price , basically I feel so bad and actuall robbery, so be careful who wanna work with this company coz they not even take responsibility, poor management and no recommend 👎🏻👎🏻👎🏻👎🏻👎🏻. Lina house Acton

Mohamad · 11 October 2024

Agent replied · 25 October 2024

Hello Mohamad We are very sorry to hear that you have been fined by the council for parking your car near your home. We understand that you are liaising with our team regarding this issue. Kind regards Touchstone

1/5

Trustpilot

Please do not choose this company if you care about your property and tenants

I 100% agree with others that had bed experiences with this company. Poorly managed and I need to double check everything as even simple calculations aren't done correctly. We fought now for 10 months to get a severe Health and Safety issue in our property sorted out - now have given up and will move. I can only hope that the property owner will change company before letting the property out again so nobody else has to suffer through the same experience we had to and potentially get hurt. We have received absolutely appalling and dehumanising behaviour from this company and can't wait to leave this experience behind us.

Chris · 10 October 2024

Agent replied · 28 October 2024

Hello ChrisWe appreciate your feedback. We are sorry that this matter has been ongoing without resolution. We appreciate that you have already contacted the team about this but please could you provide us with some more details about your property and any outstanding issues with the link that's been emailed to you from Trustpilot? Alternatively, contact us at feedback@touchstoneresi.co.uk with the requested information and anything you'd like to add. Once we receive confirmation of your tenancy and the issue you need assistance with, we can put you in touch with the correct team. Thank you for your patience.We look forward to hearing from you.Kind regardsTouchstone

5/5

Trustpilot

It's been a pleasure

With over 3 years of being a tenant, my experience with touchstone has been made easy and without complaints. Special thanks to Pooja and Felicity for their professionalism and responding to my needs.

Jack · 24 September 2024

Agent replied · 28 October 2024

Thank you, Jack. We're delighted to hear such wonderful feedback from a long-standing customer. Thanks too for acknowleding the work of our colleagues, Pooja and Felicity, over the past few years; its' appreciated. We'll be sure to pass on your kind words to them.Best wishesTouchstone

5/5

Trustpilot

Lovely experience

I would like to mention a staff member Coco is been extremely helpful the whole time before and after we moved in. She gave us fast and clear response in short time no matter how small the issue is about. It making us feel that we are important and less worried. Please keep up the hard work and well done!

Victoria · 15 November 2022

Agent replied · 13 June 2024

Hi VictoriaThank you for sharing your experience with us, we really appreciate your feedback. Coco is a gem and is proving very popular with our customers due to her great customer service. Thanks again for your review, Coco will be delighted to read your comments. Best wishesTouchstone

5/5

Trustpilot

I had a conversation with Lewis small

I had a conversation with Lewis small,he was extremely thoughtful and kind too listen too my complaint and the stress I feel ,very helpful

Lorna · 7 May 2026

Agent replied · 6 June 2026

Hi Lorna Thank you for taking the time to leave a review following your recent interaction with Lewis; it’s wonderful to hear that Lewis was kind and thoughtful leaving you feeling supported 😊 Best wishes Touchstone

5/5

Trustpilot

It was really a great experience to…

It was really a great experience to rent a house through Touchstone CPS. They are not only professional but also reply you within No time. Special Thanks to Simon and Hannah who went extra mile to get me a dream home to rent. 👏

M · 19 January 2024

Agent replied · 13 June 2024

Hi Mr KhanThank you for your wonderful review. We are delighted to see that you enjoyed your experience with us, and that we help you find your dream home 😊.Thanks too for your praise of our colleagues Simon and Hannah, they'll be delighted with your comments.Best wishes to you in your new home.Kind regardsTouchstone

5/5

Trustpilot

Would really recommend

It was easy to understand the process, communication accuracy was good, transparency, and what was asked was done and solved. Was a great experience.

JAHNVI · 1 May 2026

Agent replied · 6 June 2026

Hi Jahnvi We really appreciate you taking the time to tell us about your experience during your time with us. We’re really pleased to hear that you found our processes easy to understand and our service met your expectations. It’s great to know everything was resolved as promised and that you had such a positive experience. Your feedback truly means a lot to the team 😊 Best wishes to you for your new home. Kind regards Touchstone

1/5

Trustpilot

Managing by book, not by human way

As a well-organized company, what is your contingency plan for a situation where a tenant is affected by water leakage from an upper floor that is managed by a different service provider? Why should your client have to wait until the issues in the non-managed flat are addressed, enduring the associated problems? Providing a safe home is your responsibility, and waiting six days while managing strictly by the book is viewed as inadequate. A more practical, compassionate approach is expected from a company of your reputation to promptly address your client's concerns.

Rukshitha · 25 July 2024

Agent replied · 24 August 2024

Hello Rukshitha We're sorry to learn about the leak affecting your home. In cases likes this, it can be difficult to liaise with the relevant parties and organise the necessary repairs to a property not within our management, and apologise for any inconvenience this causes you.We will arrange for the team to contact you directly regarding this matter. Kind regardsTouchstone

5/5

Trustpilot

Thank you Coco!

Coco Blunos was our point of contact at Touchstone (we were renting in Gloucester) and we could not recommend her more highly. She was always prompt and friendly when assisting with any queries and was a real pleasure to deal with. Coco is a real asset to Touchstone and proves that good old fashioned quality customer service does still exist!

Kate · 14 July 2022

Agent replied · 13 June 2024

Hi KateThank you so much for taking the time to provide such wonderful feedback about our service and particularly that received from my colleague Coco, we really do appreciate it. We're delighted that you found Coco to be friendly and prompt with responding to any queries, that's great to see.Thanks again for your review, we’ll be sure to feed it back to Coco. Best wishes to you.Kind regardsPenny GrahamTouchstone

5/5

Trustpilot

We have a washing machine machine…

We have a washing machine machine problem as all know house with kids washing machine is key sent an email to Lucas Bartesch

Maison · 21 April 2026

Agent replied · 6 June 2026

Hello Thank you so much for taking the time to share your experience. We completely understand how essential a washing machine is in a busy family home, so we’re really pleased to hear that Lucas was able to support you quickly and efficiently. We’ll be sure to pass on your kind words to Lucas, feedback like this really means a lot to our colleagues. Thanks again for leaving us a review. Kind regards Touchstone

5/5

Trustpilot

Ian 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 · 13 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

5/5

Trustpilot

We 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 · 13 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

5/5

Trustpilot

Flat 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

Trustpilot

Thank 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 · 28 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

Trustpilot

Extremely 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 · 6 June 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

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