Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotIncompetent would be too kind
If I could sum up our experience with Touchstone in one word, incompetent would probably still be too kind. We viewed a flat a couple of weeks before Christmas with a different estate agent and our details were then passed to our Touchstone contact, Emma. We asked 2 weeks before Christmas what our potential move in date would be as we needed to give 1 month's notice and received no answer. In January, we were then contacted and asked if we could move in in 1 weeks times. We said no. We were then given a date for 2 weeks time so we asked if there was any wiggle room on this. We were advised that it would be reviewed by the 'Operations Manager' who was never named and we couldn't email them or talk to them on the phone or contact them in anywayWe pushed back and after chasing for an answer, we were then advised we could have the date we asked for but by this point, this was in 1 week's time which was ridiculous. We were then given an ultimatum on Friday evening of having to reply by 9am Monday about a final move in date we could accept. We replied by the deadline but didn't receive a reply to this email. What we did find however, was the property we were trying to rent re-advertised online which quite frankly, I find to be a disgusting way to treat people.If I was you, I wouldn't dream of entering into any sort of legal contract with this company as our experience has been staggering incompetence and a company that can't and won't pick up the phone to actually talk to you.
Kaitlin · 29 January 2024
Agent replied · 13 June 2024
Hello KaitlinThank you for your review and for reaching out to us via our Feedback email. My colleagues will respond to your email separately.We are sorry that the pre-tenancy procedures did not go as planned on this occasion and that this has led to you leaving your review. We genuinely appreciate all feedback from our customers and can confirm that your review has been shared with both the property team and Operational Team for review. With kind regardsTouchstone
★★★★★ 1/5
TrustpilotAbsolute diabolical company
Absolute diabolical company. Awful communication from staff, over a week to reply to an email. Calls never answered, voicemails left and never called back. Was told our full deposit would be returned to us on email dated 8th May and there is of course no sign of it despite chasing it up! Now reported them to Tenancy Deposit Scheme for non payment as it should be paid in 10 days. Avoid at all costs.
Sarah · 20 May 2024
Agent replied · 13 June 2024
Hello SarahThank you for your feedback. We apologise for the difficulty in contacting us to discuss your deposit finalisation, and understand your wish to escalate this with the TDS. We work closely with the TDS but we'd like to look into this for you too, so we've sent you a direct message via Trustpilot for more details. Please respond to the Trustpilot link with your name and the address for your tenancy. Once we have this information, we can investigate and get back to you. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotI needed assistance obtaining a letter…
I needed assistance obtaining a letter from Touchstone to support me with a process, so I contacted my Property Manager, Lewis, for help.
Lordina · 23 September 2026
★★★★★ 1/5
TrustpilotOur boiler broke down in freezing…
Our boiler broke down in freezing conditions. After a whole day of back and forth with Touchstone adamant it was a freezing pipe and advising us to use a hairdryer on the pipe, they told us to wait until out of hours and raise an emergency call out. This was 24 hours after the problem was reported. We waited, called the emergency line and were told we weren't eligible due to not being over 65 or having young children. Unable to face another night in freezing conditions with no heating or hot water we contacted a plumber ourselves. The issue wasn't freezing pipes as touchstone suggested. It was a blocked Condense pipe, something we would not of been able to fix ourselves. We've sent the invoice of this call out across to Touchstone, and they have been ignoring us since.
Kay · 16 January 2024
Agent replied · 13 June 2024
Hello Kay We are sorry to hear that your boiler broke down; we understand that this can be unpleasant, especially in cold weather. Our standard practice is to trouble shoot any issues that come up as not all break downs require a contractor to attend. Once the trouble shooting has been completed, and if the problem isn’t resolved, we send out a contractor. The team has contacted you regarding the invoice.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotAmazing support.
Coco has been amazing throughout a tenancy change and has made it so easy and stress free. She has been available to contact whenever I’ve needed and has provided support that has been invaluable during this tricky time. Thank you again Coco!
Lauren · 2 May 2023
Agent replied · 13 June 2024
Hi LaurenThank you for sharing your recent experience with us. We’re delighted to see that Coco was able to help you navigate this changeover with minimum fuss. Coco really does put customer service at the heart of everything she does, so it’s great to see this appreciated by our customers. Thank you.Best wishesTouchstone
★★★★★ 1/5
TrustpilotTwo weeks of a leak in our bathroom…
Two weeks of a leak in our bathroom ceiling and we have been ignored...
Murray · 14 April 2026
Agent replied · 6 June 2026
Hello Murray
Thank you for your feedback. We apologise for the delay in attending to your repair. To help us investigate this for you, please email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - GM Leak along with your tenancy and preferred contact information.
We hope to hear from you.
Kind regards
Touchstone
★★★★★ 4/5
TrustpilotReally supportive
I have lived my property around 3 months now and despite a few teething issues I have had some amazing support.
Hannah · 16 February 2026
Agent replied · 23 February 2026
Hi Hannah
Thank you so much for taking the time to share your experience with us, we’re pleased to hear that you’re settling into your new home and that our team, especially Felicity, has been able to support you along the way. We’ll make sure your kind words are passed on to her.
We’re sorry to hear that getting through on the phone has been tricky at times, we’ll pass your comments onto the team. Your feedback about the App is also helpful; we’ll feed that back to the Systems Team for review.
Thank you again for your honest and thoughtful review. It’s much appreciated.
Kind regards
Touchstone
★★★★★ 5/5
TrustpilotGreat tenant care
Lucas from the Touchstone team is my main contact whenever I need support or help as a tenant.
Carlos · 11 March 2026
Agent replied · 6 June 2026
Hi Carlos
Thank you so much for taking the time to share your experience. We're delighted to hear that Lucas has been such a responsive, efficient, and proactive point of contact for you. It’s wonderful to know he’s consistently supported you with both general enquiries and any repair needs.
We really appreciate your kind words and are glad you feel well supported by Lucas and the Touchstone team🌟
Kind regards
Touchstone
★★★★★ 1/5
TrustpilotScam like company/ignore calls/keep deposits.
This company when moving out make you feel as though they are a fake company with no employees and have scammed you whilst keeping your deposit money. First issues arise at the point of moving out, where every day calls were ignored, transferred and hung up, and no emails responded to. It took a MONTH after a formal complaint randomly being responded to, for us to actually get hold of someone for our notice to even be successfully handed in! No apology and no honouring of our original contact date. We then moved out on the 8th of December, we had a visit that morning at 9am whilst moving out, were advised they would not take the keys after inspection as we were entitled to the full day to move out, we then returned the keys to the estate agents the next working day as they asked, we then got told we were misinformed and were due to pay for the extra 3 days? We refused as it is their mess. We are now a month down the line, another formal complaint ignored, no answers to emails or calls or voicemails, no deposit back, and 3 times we have got through to someone on the main hunt line we are advised they don’t have a manager to escalate it to. Absolutely disgusting company.
Tuesday · 2 January 2024
Agent replied · 13 June 2024
Hello TuesdayWe are sorry to see that you feel disappointed with our communication. From our records, we have had a number of calls with you, but apologise for any that may have been missed. So that we can bring this matter to a conclusion for you, please could you email feedback@touchstoneresi.co.uk using the Ref: Trustpilot, Deposit, and we’ll be in touch. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotHannah has been an absolute pleasure to…
Hannah has been an absolute pleasure to work with as well as the entire touchstone team.Thank you very much for your hard work and dedication and I really am looking forward to continually working with you in the future.
Marco · 29 June 2023
Agent replied · 13 June 2024
Hi MarcoThank you for sharing your experience with us, it’s wonderful when we receive such positive feedback from our customers.Thanks too for your kind words about Hannah, and the rest of the Touchstone team, they’ll be chuffed with your comments.Best wishes to you in your new home. Touchstone
★★★★★ 5/5
TrustpilotTouchstone
I live in one of Touchstone's rental properties in Brighton and have been very happy so far with the quality of the apartment, with the responsiveness of Touchstone to any maintenance issues I might have and generally the whole moving in process. I find Touchstone helpful and communicative and have had no problems whatsoever so far, very happy to continue living here!
Vivian · 12 November 2024
Agent replied · 23 November 2024
Hi VivianThank you for taking the time to leave your review; it's greatly appreciated. We're pleased to hear that you are happy with your apartment and have found the team to be responsive to any issues that have arisen; exactly as it should be 😊We'll be sure to pass on your kind words to the team, they'll be delighted! Best wishesTouchstone
★★★★★ 4/5
TrustpilotShirley was very helpful with all of…
Shirley was very helpful with all of the problems we found when we moved in and afterward. Thanks to her. Prior to my communication with her, no one responded to my emails or phone calls; consequently, I won't give the company a 5-star rating.
Adepeju · 6 January 2023
Agent replied · 13 June 2024
Hi Adepeju We’re pleased to see that you found our colleague Shirley helpful during the move-in process and afterwards, so thank you for posting about your experience. We will pass on your thanks to Shirley, she’ll be chuffed.We are sorry that you experienced a lack of communication prior to Shirley’s involvement. Apologies for this, it will be fed back to the team. Thanks again for your time, we really do appreciate all feedback from our customers.Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotAlex that work for you I have only had the best care and…
I have only had the best care and advise from Alex paradise. He has helped me with a lot todo with my flat and got things sorted when they needed done. He is the only person in years that I have truly got things sorted with. And nothing was ever to much for him to deal with either. And I just think he is worth his waiting gold . Just a saying but means so much. And just a pleasant person to get on the phone to talk to.
Heather · 5 December 2023
Agent replied · 13 June 2024
Hi HeatherThank you so much for your kind words about our colleague, Alex. We’re delighted that you have found him so helpful. Alex really does put customer service at the heart of all that he does, so when a customer takes a moment to recognise his work, that really is wonderful to see. Thanks again for your wonderful review and best wishes to you for Christmas and the New Year. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThank you to Amy J
Thank you to Amy J for her outstanding customer service, professionalism and dedication to providing great service and being an outstanding representative to this company. I cannot thank you enough for resolving an issue promptly with the best interest of the customer. Thank you again!!!
Janita · 17 November 2022
Agent replied · 13 June 2024
Hi JanitaWow! What a wonderful review for our colleague Amy, she'll be chuffed with your feedback. We're delighted that Amy was able to resolve the matter promptly for you, and thank you for sharing your experience with us, we really do appreciate customer feedback. Best wishesTouchstone
★★★★★ 2/5
TrustpilotA terrible company
Update: after posting this review someone from Touchstone promptly reached out to assist in resolving this issue. Although this is appreciated there was no communications from the manager of the department, despite emailing and leaving voicemails. It's a shame the management don't respond to customer complaints. I also emailed the complaint email, and also didn't get a response. Customer services can be improved by communicating and simply being honest. If someone had of said we're sorry but we are doing something, I wouldn't post such a shaming review. Needless to say, although I'm happy the issue looks like it will be resolved, but it would have been more professional to respond to my email/phone interactions. A terrible company. We moved out and communication has been consistently poor. They don't answer phones or emails. We moved out and the inventory wasn't organised I had to chase. The check out wasn't organised I had to chase their third party contractor vibrant. I'm waiting for my deposit to be returned and am also chasing. I emailed on the 17th and was advised someone would contact me. It's the 28th and they haven't..the check out report was done on the 13th and we haven't had a copy..I'm chasing them, it's disgraceful..
Jade · 30 November 2023
Agent replied · 13 June 2024
Updated Response: Hi JadeThank you for updating your review, your additional comments are duly noted. Please be assured that both your original review and your updated comments have been shared with our Operational Team.Thank you for your patience whilst we finalise your deposit. Again, we extend our best wishes to you in your new home.Kind regardsTouchstone-------------------------------------------------------------------------Hello JadeWe are very sorry to see that you have experienced a delay in finalising your deposit return and had difficulty contacting the team about this. We apologise for any inconvenience that this has caused you.Please be assured that the team are processing the deposit return for you and the matter will be finalised shortly.Best wishes to you in your new your home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotAllison helped me with a tenancy issue…
Allison helped me with a tenancy issue and did a fantastic job, she resolved the problem in less than 24 hours!
Miss · 4 February 2026
Agent replied · 23 February 2026
Hi Miss Grant
Thank you for taking the time to share your recent experience with our colleague, Allison; we really do appreciate it.
We are delighted to hear that Allison was able to quickly and efficiently resolve your issue. We'll ensure that your kind words are passed on to Allison; she'll be thrilled.
Kind regards
Touchstone
★★★★★ 1/5
GoogleMy experience with this real estate agent has been nothing short of appalling. They are consistently difficult to contact, never answer the phone, and only seem to reply to emails when there’s money involved. Basic communication, even …
Joshua · 16 August 2025
Agent replied · 16 April 2026
Hello Joshua
Thank you for your feedback. We're sorry to see that you have been experiencing … More
★★★★★ 4/5
TrustpilotBeing able to have someone listen to me
Being able to have someone listen even though nothing has been done about the issue. It was nice an official was sent in person to interact and listen. Tenants are being harassed by the parking firm with fines for ridiculous reasons. Even when they have followed instructions to the letter. No distinction made between tenants and general public. It's a profit making scheme at the expense of tenants. All the while it's ostensibly for the benefit of tenants. I feel so helpless.
Marc · 24 April 2025
★★★★★ 1/5
TrustpilotResponse needed!!!
I'm back again attempting to get a quicker response from Touchstone. First report was made to touchstone on 14th July 2023. I've genuinely lost count of how many emails my partner & I have both sent that have never gotten responses. Occasionally we get the usual "I'm out of office today" response and then never hear anything back. Turns out upon inspection when they FINALLY organised a contractor to come and inspect why we were getting damp and mould in the bathroom, he himself was astonished to find we had a slow leak under the bath that had been on going for about a year. The leak was fixed but under the bath was completely soaked and rotten. Upon moving the lino in the bathroom, it was revealed that the ENTIRE bathroom floor is soaked, rotten and completely ruined. The floor is covered in mold mites and we're constantly pestered with gnats. The skirting boards are starting to swell and crack with the mould and damp, the flooring outside the bathroom door is now so swollen that we cannot close the bathroom door, it has also spread to the storage cupboard which the back wall is COVERED in mould. In that cupboard I kept my daughters journal with precious memories and photos from her stay in the neonatal unit when she was born which has been utterly ruined amongst other belongings. Which I'm absolutely fuming about might I add!!!! The master bedroom (our room) has got mould spots appearing on the floor from the soaking floorboards which has spread from the bathroom, to the hall, to the storage cupboard and our bedroom. The stench of damp and mould can be noticed throughout the whole house and it's absolutely affecting our health now. I've also informed Touchstone several hundred times we have a 5 year old who was born premature already with health issues and they still can't open the purse strings to get this fixed! So not only are they trying to pan us off with a useless dehumidifier to "dry out the floor" - which is absolutely will not. We are being expected to live in this grotty place with mould literally everywhere. In fact, they are 100% breaching their responsibility to ensure their tenants live in a place fit for human habitation, which we are NOT!!!! How long til it spreads through the entire flat? Because ultimately that is what will happen. And guess what? It'll cost even more to repair. But trying to get a response from them to take this seriously is like trying to draw blood from a stone. Just seems like we're hitting our heads against a brick wall with these people. We need this to be taken seriously and the problem rectified immediately, no mould spray is going to get rid of this problem, this 100% needs torn out and fully replaced. They're so quick at sending letters and emails if they're after money from you but just are not willing to spend the money to repair things that need attention, for all the money they take off their tenants you'd think they'd be a bit quicker at helping where it's due. Incredibly sad and incredibly frustrating that we are having to fight so hard with them to get this health risk taken care of. If I could put up photos to prove this then I would!!
N · 24 October 2023
Agent replied · 13 June 2024
Hello N SWe’re very sorry that you felt you needed to post your review as you’re not making progress with your repairs. Please contact us using the Ref: Trustpilot at feedback@touchstoneresi.co.uk with details of your property and all outstanding issues, and a colleague will be in contact with you. We look forward to hearing from you. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotRecommended
Touchstone processed my tenancy quickly with a short notice, a big thanks to Dolly for all the help
Andrea · 1 August 2024
Agent replied · 24 August 2024
Hi AndreaThank you for taking the time to rate and review Touchstone, especially your thanks for our colleague Dolly, it's much appreciated. Our teams do strive to guide our customers through the appliction and move-in processes as efficiently as their particular circumstances allow. We're happy to hear that your application went well and that you can now focus on settling into your new home. Kind regardsTouchstone
★★★★★ 5/5
TrustpilotAlex is amazing
Alex is amazing! He’s on top of everything and makes sure we have a lovely experience at our new flat! He quickly manages to offer solutions to any issues while being super friendly!
Mica · 29 September 2023
Agent replied · 13 June 2024
Hi MicaThank you for sharing your experience with us, we really appreciate it.We know that moving can be a busy time for our customers, so our colleagues try to make this process as smooth as possible and being able to deal with any matters promptly certainly helps with that. Thanks too for your warm commendation of our colleague Alex, he’ll be chuffed! Best wishes to you in your new home.Kind regardsTouchstone
★★★★★ 1/5
TrustpilotDishonest landlords
Property was old, not clean and in a bad state of repair when we moved in. When we moved out they kept 50% of our deposit for damage caused by their contractors. They are dishonest, if you are contemplating renting with them I would advise you to keep looking for something better.
Anon · 19 September 2021
Agent replied · 13 June 2024
Hi We are disappointed to hear of your experience with us and sorry that you felt the need to leave this review. If you have time, and so that we can understand what has happened, please could you contact us at feedback@touchstoneresi.co.uk using the ref Trustpilot with details of your property. As you have now vacated the property, I will understand if I don't receive a response from you and if so, we wish you well in your new home.Kind regardsPenny GrahamTouchstone
★★★★★ 5/5
TrustpilotOur advisor Coco was quick and…
Our advisor Coco was quick and efficient with regarding help we needed. Due to unforeseen circumstances we had to terminate our tenancy early and she made this as quick and as easy as possible.
K-j · 25 August 2023
Agent replied · 13 June 2024
Hi K-JThank 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 wishes to you in your new home.Kind regardsTouchstone
★★★★★ 5/5
TrustpilotThank you Coco and Touchstone!
Our customer advisor Coco has been fantastic since we’ve moved in, she responds to any queries quickly and has excellent customer service skills. Thank you Coco and the team at Touchstone who are always on hand to help 😊
Nina · 4 April 2023
Agent replied · 13 June 2024
Hi NinaIt’s wonderful when we receive such positive feedback from our customers, so thank you. Thanks too for your praise of the Touchstone team and specifically our colleague Coco for the service she has provided recently, she will be delighted. Coco really does put customer service at the heart of everything that she does!Best wishes to you in your new home.Kind regardsTouchstone
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.
