Touchstone CPS Avis 627

I'm singling Lucas out for this review. Ever since he took over the portfolio management from his predecessor Dean we've had a marked change in service. Lucas is a great PM who went above and beyond to sort out our recent oven change at our flat. He was sensitive to our concerns, patient and brought in fantastic contractors who were also extremely conscientious and thorough. Top job.

Extremely disappointing and concerning experience with Touchstone and the handling of our move-in at 85 Fillenham Way.

Shortly after receiving the keys, we discovered the boiler was not working. After multiple calls throughout the evening, we were passed between different out-of-hours services who either could not assist or contacted the wrong company entirely. My pregnant wife and I were left overnight in a freezing property with no heating or hot water and had no choice but to book a hotel ourselves.

The following day, after still receiving no proper resolution, I arranged and paid privately for a Gas Safe engineer to attend. Upon inspection, they discovered the gas connection had been disconnected from the mains supply and there was an active gas leak. Cadent had to attend and repair the supply before the boiler could safely operate.

This was an extremely serious safety issue that should never have been overlooked before handing over the property to tenants. The fact that we were initially told this did not qualify as an emergency despite my wife being pregnant was incredibly worrying and unacceptable.

To make matters worse, incorrect address information was also provided to the council for council tax purposes, which nearly resulted in fines and additional stress having to resolve errors that should never have happened in the first place.

While Danielle did attempt to help where possible, the wider process, emergency response handling, and communication failures were deeply disappointing. We were effectively left to resolve a potentially life-threatening situation ourselves.

In addition to the gas issue, there were multiple other maintenance and safety concerns identified within the property immediately after moving in, which added further stress to what should have been a straightforward handover.

I sincerely hope procedures, safety checks, and emergency response processes are reviewed so that no future tenants experience anything similar.

I had a good experience renting a flat through Touchstone in Edinburgh. The team was professional, responsive, and helpful throughout the process, from arranging viewings to handling the tenancy paperwork. Communication was clear, and any maintenance issues were dealt with reasonably quickly. The renting process felt straightforward and well managed overall. I’d recommend them to anyone looking to rent

Avoid this poor excuse of a company as they will just ignore you and refuse to do what you paid for. Sent a email on 28/04/26 due to an increase in cost of gardening yet no work has been conducted for a long time and everything is overgrown and becoming unsafe. My young child had been hurt due to the nettles encroaching well onto the path. They ignored that email so sent another in the 11/05/26 following up and also attached some photos to show how bad it was. Again as of the 18/05/26 they have still failed to reply and ignored me. This isn't the first time so will be sending another email informing them I will be withholding payment until they actually respond and complete the work we are paying for. If they want to take it to court more than willing but let's see if they will act like adults instead of little kids.

Everything was seamless and fast. I had my questions answered appropriately.

I wish it was possible to give 0 stars because Touchstone CPS don’t deserve even 1 star.

AVOID THEM AT ALL COSTS!!!

My partner and I moved into a property managed by Touchstone CPS and quickly noticed leaks after using the shower. We reported the issue multiple times through emails and phone calls, but nothing was done.

It got so bad that I had to submit a formal complaint before a contractor was finally sent out. Unfortunately, the leak happened again shortly afterwards — and once again, nothing has been properly resolved.

We’ve received countless promises that “someone will call back” or that “the matter is being handled,” but nobody ever follows through or we’re sending someone today and nobody shows up.

The lack of communication, accountability, and urgency has been incredibly frustrating. Dealing with Touchstone CPS has honestly been a nightmare.

AGAIN AVIOD THEM FOR THE SAKE OF YOUR TIME AND SANITY

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

I would give the rating a minus 1 if I could. Customer service disgraceful. No communication no matter how many emails and phone calls you make. Natalie Johns ignored us when we were trying to get clarity on our application and was ignored multiple times then all of a sudden replied with one email saying we failed. Terrible service and should be ashamed.

Were okay during my tenancy in the newly built Foundry in Glasgow. A few teething issues with the new property such as swapped meters, incorrect intercom allocations, poor building work and issues with waste management. Sadly once I left the property they ceased all contact with me regarding return of my security deposit and I have still been unable to receive a response from touchstone one month on from ending my tenancy, with still no sign of my deposit to be returned. Dissappointed overall with their management.

Edit 06/05/26, magically got a reply from touchstone a day after posting this review - take from that what you will :)

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

I had such a good experience with the team during my tenancy. My tenancy was soo comfortable and easy going because of them. Annabelle, Charlie, Emily were all soo prompt and helpful. Much appreciated!!

I am leaving this review after more than five years of unresolved maintenance failures that have put my health and safety at risk.

Over this period, I have repeatedly reported dangerous faults, water leaks, out-of-date fire alarms, and numerous other issues. These reports were made through the correct channels, many of them multiple times, and were consistently ignored or inadequately addressed.

It was only after I began leaving public reviews at the end of last year that the company finally acted on two issues: a long-standing leak and the obsolete fire alarms. While these should never have been allowed to persist in the first place, the majority of serious faults remain unresolved, including unsafe issues and defects that have now directly caused mould to develop in the property.

The presence of mould as a result of ongoing neglect is unacceptable and has serious implications for health. This situation was entirely avoidable had the company acted responsibly when the issues were first raised—years ago.

What makes this situation worse is the company’s misleading public responses to reviews. They repeatedly claim they have “reached out” to me. This is categorically untrue. At every stage, I have been the one forced to chase, call, and follow up. Any action that has occurred has only happened after persistent effort on my part and public scrutiny.

This is not a case of minor inconvenience—it is systemic negligence, poor record‑keeping, and a failure of basic duty of care. No tenant or homeowner should have to endure years of unresolved hazards while being told publicly that the company is proactive when it demonstrably is not.

I have no confidence whatsoever in this company’s ability to manage properties safely or honestly. I strongly advise anyone considering using them to think very carefully and to keep detailed records of every interaction, as verbal assurances have consistently meant nothing in my experience.

Really happy with my experience with touchstone, my property manager has been awesome answering any queries i have. Her initials is PS (not sure if i should mention name). Condition of the property is very good and also well insulated. I've had some maintenance issues but its been very easy reporting on the app and someone has gotten back to me same day. Hope it continues being good.

Tony is an excellent estate technical manager. Responds to all emails and queries quickly. Also keeps us posted with any updates in the buildings. It has been a lovely place to stay whilst working in QMC.

We have a washing machine machine problem as all know house with kids washing machine is key sent an email to Lucas Bartesch
And he was a great support he helped us with the issue with efficiency
Thanks again Lucas

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.

Most recently, I reported faulty back doors on 8 April that do not secure properly — a serious safety concern. I’ve sent multiple follow-up emails since then and have received no response.

It’s frustrating to feel ignored when basic maintenance and communication should be standard. I would strongly advise anyone considering Touchstone/Lloyds Living to think carefully and do thorough research before committing

Maddy at Touchstone immediately took action to remedy my issue & Graham (Scorpion) did an amazing job

Two weeks of a leak in our bathroom ceiling and we have been ignored...

Dean Williams, Maintenance Controller at Touchstone, once again provided excellent service in response to my maintenance request. He got involved personally to make sure the request was dealt with rapidly and the issue was resolved within 2 days. The Touchstone mobile app, Residently, worked perfectly for us.

The elevator in the building had been under maintenance for four months, and despite repeated complaints, they still took forever to fix. It’s completely unacceptable, especially for tenants who rely on it daily. Trying to contact them is a nightmare. Emails go unanswered for weeks.

Avoid renting with them at all costs.