Touchstone CPS London reviews

★★★★★ 5/5

Trustpilot

Recommended

Touchstone processed my tenancy quickly with a short notice, a big thanks to Dolly for all the help

Andrea · 1 August 2024

★★★★★ 1/5

Trustpilot

Dishonest 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

★★★★★ 5/5

Trustpilot

Thank 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

★★★★★ 5/5

Trustpilot

Our 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

★★★★★ 5/5

Trustpilot

Responsive!

Always has great comms from our property manager. Speedy responses when any queries, when ever any work has needed to be done (which has been once) it has been completed promptly! Being first time renters it was a nightmare as we’d never done this before but Shirley Driver has been informative and always been at hand when needed

Sam · 10 March 2020

★★★★★ 5/5

Trustpilot

Charley Marchmont - excellent member of staff

Charley Marchmont is a credit to your team. She was very clear with her communications and prompt with responses. We was quite a stressful situation was diffused quickly and efficiently and I feel very confident contacting her should there ever be any other issues.

Sherridan · 5 October 2022

★★★★★ 5/5

Trustpilot

Allison was great today sorting out my…

Allison was great today sorting out my issue. She answered calls and e-mails straight away,and was so very helpful.And it was great to actually talk to someone. Thanks Allison

Ricky · 6 December 2023

★★★★★ 5/5

Trustpilot

Excellent service

Excellent service. Tony was extremely helpful in repairs whenever you ask him for help. 10/10

Amr · 30 August 2024

★★★★★ 1/5

Trustpilot

They should learned how to deal with…

They should learned how to deal with their clients and then to start to do their job better,

Liviu · 21 September 2026

★★★★★ 1/5

Trustpilot

Money grabbers who provide shoddy housing

Renting a property for 2 years, we have kept the house in good condition, were honest about pets, accepted the fact that they couldn't be bothered to repaint numbers on the parking spaces, so one house has 3 spaces and our house has one meaning I have to pay a higher premium insurance as it's parked on the road, first year rent increase was £50, this year it's a massive leap at £200 a month increase. What's it going to be next year? The houses are ex MOD refurbs & both doors swell in the heat & we struggle to open & close them, the builders didn't bother to remove all the rubbish on the the underlay so we have bumps and uneven floor/carpet, the ceilings are cracking, amoungst other things, but we put up with all of that because the cost of rent wasn't that high, but now we are expected to pay extra a month for a building thats barely been put back together. Oh and if you try to explain any of this your basically told if you don't like it get out. How very helpful. I would avoid these money grabbers at all cost.

Mimi · 3 September 2023

★★★★★ 5/5

Trustpilot

Professional and communicate in a timely manner.

Touchstone have been really supportive and open to discussing issues. Staff are professional and communicate in a timely manner. Unlike other agencies, touchstone happily carry out essential repairs and maintenance without making tenants feel like a burden. Sonia was extremely helpful with the moving out process. Thank you

Tracey · 17 January 2022

★★★★★ 1/5

Trustpilot

Exploitative company, poor deposit process

Seems to be a recurring theme with other reviews left on here, but this company do not follow a proper process for returning deposits. They try to extract as much of your deposit as possible and are not transparent in what 'damages' your deposit is being used for. They're very exploitative and not helpful when you ask for their reasoning (even though it's their responsibility to be clear on what your money is being used for). Recommend avoiding this company.

Anon · 3 August 2023

★★★★★ 5/5

Trustpilot

GO FOR IT! AMAZING

I have nothing but fantastic words to say, this company is absolutely fabulous, they are very quick.Any issues get sorted very very quick. Our housing manager Pooja is just superb. 100% recommend

Terri · 20 July 2023

★★★★★ 1/5

Trustpilot

The worst company ever they will fix…

The worst company ever they will fix what they want to fix and ignore anything that doesn't suit them. They increase your rent every 12 months even if you're sitting in mould- ombudsman and environmental health have already been involved and they are now involved again. Don't think you'll ever get a proper response from an email either... all the staff their need training please avoid if you are a landlord or a tenant.

Consumer · 9 December 2023

★★★★★ 5/5

Trustpilot

Would recommend.

Can’t fault them. My process was smooth. Lychanda & Sonia were perfect when I needed help checking out. During my tenancy I had no issue. Michelle who was my maintenance controller handled everything accordingly.

Toni · 27 April 2023

★★★★★ 2/5

Trustpilot

Be warned!

Something has changed at Touchstone...and not for the better. We were tenants in one of their properties for 18 years. For the majority of that time, they were generally competent, although the seemingly high turnover of staff often meant that we couldn’t deal with the same person more than a couple of times. I must point out that the finance/payments dept were always very helpful.However, when it came to repairs and contractors, things were always substandard. Missed appointments...work done badly...lies...you name it!We started to suspect that they were up to something when we were informed that they were, out of the blue, installing a new gas boiler. When the contractors fitted this, they had been instructed to remove the gas fire from the living room, leaving us with no heating in our main room. We had to pressure Touchstone in to installing an electric fire. This fire was the absolute cheapest B&Q unit, with known faults in the reviews. Naturally, it didn’t work. We reported it endlessly to touchstone and were met with excuses, delays, and empty promises...resulting in us spending all of the coldest winter with no source of warmth in the living room. Christmas dinner involved wearing coats, hats, and gloves! I should point out that my wife is disabled and cold weather exasperates her pain. Further, the lack of heating prompted the damp and mild that we’d always struggled to keep at bay. After all of our complaints, we were told that Touchstone would be selling the property (which explained the new boiler!!) and that we would be served a Section 28 “at some point on the near future”. We vacated in March, (the fire still hadn’t been fixed by then), and to date have still had no communication regarding this situation despite being asked directly for an explanation, apology, or recompense.Be warned!

Pip · 24 June 2023

★★★★★ 1/5

Google

Poor organisation in terms of maintenance, key and slow response time. Also seems to be high turnover within the company as the property manager has changed over multiple times within 2 months

Kiara · 22 August 2025

★★★★★ 5/5

Trustpilot

Great communication and assistance

Communication with Alex is always great, response times are as you'd expect them to be.He always tries to assist as well as he can which is greatly appreciated.

Jack · 5 October 2023

★★★★★ 1/5

Trustpilot

AVOID by all means posable the worst…

AVOID by all means posable the worst and most people iv ever had to deal with I wish I could give less than one star don’t answer phone calls won’t answer email rude and pass you from pilar to post any think to not have to deal with you I was left with black mild damp and no heating for 4 month and they couldn’t care less and always have a answer for someThing and we won’t go into the hassle of leavening them and no Mayer who you speak to there doesn't seem to be and actual manger you can speak to in this place the worse company iv ever had to deal with period!!!

Iain · 16 June 2023

★★★★★ 1/5

Trustpilot

I could not give even one star

I could not give even one star! All reviews absolutely correct! No response whatsoever, I never ever met in my life so unprofessional people! Only one department works absolutely spot on if you have payment issue they would ring you or email even after working hours. Contractors absolutely joke, I felt insulted of unprofessionalism after three attempts to fix a problem,which one been still not resolved… main sentence off all staff I will chaise the problem and call you back in the next half hour… yes weeks after no one even responded to issue. I think you should be ashamed to call your self management company, because you can not manage sh**t.

Nele · 12 June 2023

★★★★★ 1/5

Google

After cleaning and leaving our appartment, when the lady from the office collected the keys she looked through the appartment and said everything was fine. However, soon we recieved an email stating that our 1050 pound deposit will be taken because the appartment was dirty and there were a bunch of extra charges (50 pound for a single light bulb, 150 pound for the "removal" of a few empty plastic bags and small items that were there upon us entering the appartment and much more). Fully recommend avoiding Touchstone properties unless you want to lose all of your deposit regardless of your actions and wait months for the simplest of repairs that are needed in the property.

Mislav · 10 June 2023

★★★★★ 5/5

Trustpilot

Our point of contact Alex Paradise is…

Our point of contact Alex Paradise is both thorough and professional. Queries are always responded to without delay and a 5 star service is always received. Absolutely no complaints.

Aydan · 18 August 2023

★★★★★ 1/5

Trustpilot

DO NOT USE THIS COMPANY!!!!!

Absolutely awful company!! None responds to any emails, so many people have left and we only rented the property for 6 months and we had about 7 different agents and all don’t know what they are doing!!!Asked for our deposit back and they took away £400 for deep cleaning carpets which were awful when we moved in when I emailed asking to discuss this none bothered to reply or ring me back after so many phone calls and emails still no reply!! Got half our deposit back a month later!!! DO NOT USE THIS COMPANY!!!!

Bridget · 25 May 2023

★★★★★ 2/5

Trustpilot

Health and safety risks

-Disorganised and chaotic-They use stalling techniques for maintenance issues, then close issues on their system without actually resolving them- their properties are not quality inspected and rented out with significant health and safety risks- they don’t know or follow their own tenancy agreementsI have already complained to our property manager several times and nothing has improved.

Jennie · 6 October 2024