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 t... Voir plus
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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 cla... Voir plus
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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... Voir plus
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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... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
We’re Touchstone. Renting is changing and we’re helping to shape that change. We’ve been in business for nearly 30 years, managing thousands of properties across the UK, from city centre apartments for young professionals to suburban semis for working families. With us, you’re in safe, experienced hands. If you are experiencing any maintenance issues, please contact us either by calling us or via email: feedback@touchstoneresi.co.uk with details of your property and any outstanding issues. Thank you.
Coordonnées de contact
2 Crescent Office Park, Clarks Way , BA2 2AF, Bath, Royaume-Uni
- +441225838490
- feedback@touchstoneresi.co.uk
- touchstoneresi.co.uk
3,5
Moyen
627 avis
A répondu à 98 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Allison 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!
4 février 2026
Avis spontané
Réponse de Touchstone CPS
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
Excellent experience
Excellent experience and appreciable support throughout my stay.
30 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hi Anusha
Thank you so much for your wonderful feedback! We’re delighted to hear that you had an excellent experience and felt well-supported throughout your stay. Providing helpful and attentive service is important to the team, so it’s great to know we succeeded during your time with us; we'll let the team know 😊
Best wishes for your new home.
Kind regards
Touchstone
Touchstone Resi especially for Zenith…
Touchstone Resi especially for Zenith Close are honestly horrendous. They are so bad with responses - I would like to specifically mention Jessica Martin who is our property manager. Horrible responses to emails regarding tenancy replacements, not even an acknowledgement of emails. You would wonder if she was ever working! I have been trying for over a week to contact her via phone call and it just goes straight to voicemail. Please do avoid if you can for your own sanity. I can post numerous communications where it’s just been extremely tedious dealing with her even to the point a replacement tenant pulled out last minute because she was quite worried the service with the agent would be terrible.
20 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hello Janine
Thank you for your feedback; we appreciate you bringing your concerns to our attention.
We’re sorry to hear about your recent experience and the difficulties you mentioned. Our colleagues aim to provide clear and timely support, so we regret that you feel that we fell short on this occasion.
Transferring tenants during a tenancy can be challenging while all parties work to complete the various legal processes needed to ensure that the tenancy is correctly assigned.
If you feel that you would like to discuss this further or need further guidance, please contact us at feedback@touchstoneresi.co.uk using the ref: TP Assignment, with your full name, property address, and preferred contact details, and we will get back to you.
Kind regards
Touchstone
Fast reply and good communication
26 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hello Ahmed
Thank you for sharing your experience with us; it's greatly appreciated.
We are pleased to hear that you find the team quick and easy to deal with; music to our ears 😊. Thank you.
Best wishes
Touchstone
Avoid this agency!!!
Avoid this agency!!!! We are waiting from 5th January for them to fix our heating in middle of the winter with child in a house and no heating with only 2 radiators. Now is 26th of January and still no heating. Very bad experience with this agency. Next time i will not rent any more from them.
5 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Dear Popa
Thank you for getting in touch. Please accept our apologies for the delay in repairing your heating system. We understand that a contractor has now been appointed to resolve the issue, and we will continue to follow up on the progress to ensure the matter is resolved as quickly as possible.
Kind regards,
Touchstone
Constantly have to chase repairs
Constantly have to chase repairs, no one answers the phones, responses on the app or voicemails and emails are few and far between unless they are chasing rent. Taken a year to resolve a complaint.
22 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Dear Heather
Thank you for getting in touch. Please accept our apologies for the maintenance delays at your property and for the difficulties you have experienced when trying to contact the team.
We understand that the main kitchen snagging issues have now been resolved, and our focus is on addressing the remaining outstanding items. We will keep you updated as these progress.
Kind regards,
Touchstone
Good customer experience
Coco and Amee in the Credit Team have been extremely helpful and always respond to my requests very promptly — I really appreciate their support.
16 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hello 峰
Thank you for sharing your experience with us following your recent contact with our colleagues, Coco and Amee. We enjoy receiving positive feedback for our colleagues, especially as they work hard to support our customers. We will pass on your kind words to Coco and Amee, it'll make their day. Thank you! 😊
Kind regards
Touchstone
Réponse de Touchstone CPS
Hi Lesley
Thank you for taking the time to share your experience with us and for your feedback on our colleague Ivana's recent service; it's greatly appreciated.
Kind regards
Touchstone
Property not fit for occupation and no response after termination request
I signed a tenancy agreement for a property managed by this company and paid the required rent and deposit.
However, due to multiple unresolved issues within the property, it was not fit for occupation, and I have never moved in.
These issues were reported with supporting photos and details. As the situation remained unresolved, I have formally requested to terminate the tenancy and for all paid amounts to be refunded.
Despite sending multiple emails, including one sent today, I have not received any response or acknowledgement.
I find the lack of communication very concerning, particularly given that the tenancy never commenced due to the condition of the property.
I am still awaiting a response and would appreciate the company contacting me urgently to resolve this matter.
14 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hello Wing
Thank you for your feedback.
We're sorry to hear you were unable to move in and have since had problems reaching the team; that's not what we want for our customers so please accept our apologies.
If you still require assistance, please email touchstoneresi.co.uk using the ref: Trustpilot - Termination with details of your proposed tenancy so that we can assist you.
Kind regards
Touchstone
Grateful for all the help from…
Grateful for all the help from management when dealing with repairs and complaints
14 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hi Indigo
Thank you for your feedback. We're so happy to hear that you are happy with our service.
Kind regards
Touchstone
Terrible company
Terrible company. They ask you to sign up for their service amazing Facilities management and help desk app. Send requests and they refuse to read or reply to them.
All the tenants & neighbours im speaking with despise this management company.
The property is cold, shit, and overpriced.
Run away as fast as possible
10 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hello Trigger Bunny
Thanks for sharing your feedback. We’re sorry to hear you’re unhappy with our service and felt the need to leave a review. We’d like to understand what led to this so we can try to help you but we can’t identify your tenancy from the details provided.
If you could email us at feedback@touchstoneresi.co.uk with the ref: Trustpilot TB, along with your tenancy details and any ongoing issues, we can look into this for you.
We hope to hear from you soon.
Kind regards
Touchstone
Daisy was magnificent
I was panicking when I called Daisy about my renting situation. She was calm and polite and reassured me she will look into how best she can help. She managed to help and get me through the process. She is amazing. I highly recommend her.
5 janvier 2026
Avis spontané
Réponse de Touchstone CPS
Hi Cecilia
Thank you for sharing your experience with us; it's greatly appreciated. We're delighted to hear that Daisy was able to successfully support you at this time. We'll pass on your praise to Daisy; she'll be happy to hear your kind words 😊
Kind regards
Touchstone
Excellent Accomodation
Lived in the accommodation for 5 years at city hospital Nottingham,
have had many managers but since TONY joining the team there have been improvements in day to day actions and communications.
23 décembre 2025
Avis spontané
Réponse de Touchstone CPS
Hi Fady
Thank you for taking the time to share your experience with us.
We're pleased to hear that Tony has made such a positive impact. We'll convey your kind words to Tony; he'll be delighted😊
Kind regards
Touchstone
AVOID THIS COMPANY
Where to start with my experience of this company?
Constant maintenance issues that never got addressed.
Poor administration management.
Communications are horrendous, late emails/no response. Never answer calls.
This company does not care at all!
Now I cant even get my deposit back after living in a property with faulty heating for over a year.
After having no water to clean the property with they are now billing me for cleaning when then said not to clean!
Utility charge was never disclosed so j spent months chasing the company who the providers were as they didn't know!... turns out it was them!..... I cant pay a bill unless I know who to pay it to!
22 novembre 2025
Avis spontané
Réponse de Touchstone CPS
Hi Carolyn
Firstly, apologies for the delay in responding to your review; our office was closed during the holidays.
We are sorry to hear that you had some difficulties during your time with us, and that now you have moved out of the property, you have encountered a delay in finalising your deposit. If this is still the case, please contact us at feedback@touchstoneresi.co.uk with the ref: TP Deposit, confirming your tenancy details and any other outstanding matters, and we will connect you with the team.
With kind regards
Touchstone
Quick to Increase Rents, Slow to Fix Issues
This is a company that is very much quick to increase your rent but slow as anything that will cost them money such as essential repairs. They contract out absolutely everything to companies that are clearly the absolute cheapest with no knowledge and expertise. They are constantly cutting corners and cutting costs from their side with zero regard for paying tenants.
Please if you are considering moving to a Touchstone property don't, find somewhere else, it's absolutely not worth it.
EDIT: Just as an edit to this, they mention emailing the below address, this is not helpful at all, I did this, and they just forwarded the email to someone who's out of office, the complete lack of competence within Touchstone is astounding
19 décembre 2025
Avis spontané
Réponse de Touchstone CPS
Hi James
We appreciate your feedback, and we're sorry to hear that you are dissatisfied with our service. We would like to learn more about what prompted you to leave your review, so we ask that you contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Repairs. Please provide your tenancy details and any ongoing issues so that we can look into this for you. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone
The staff made it great
The staff made it great. They were all hands on and efficient esp Tony.
1 octobre 2025
Avis spontané
Réponse de Touchstone CPS
Hi
Thank you for taking the time to post your review; it's much appreciated.
We're delighted to hear that the team, especially Tony, were able to assist you, when needed 😊
Happy New Year!
Best wishes
Touchstone
EVIL LIARS - NO HEATING & HOT WATER FOR A YEAR
If I had one word to describe the people at this company it would be MONSTERS
Terrible experience renting from them
Our property had no hot water or heating for a YEAR - we had to survive cold winters with -3 degrees with no heating or hot water
Our tenancy agreement was up and they demanded us to give them a 2 months notice when they haven’t even held up their end of the contract of fixing our hot water and heating
We were offered £100 compensation for our situation which is an absolute joke
We have outstanding repairs to the property which they have yet to fix
Extremely rude and dismissive over the phone and email
They have constantly lied to us about many things - extremely untrustworthy
We have taken this company to the Ombudsman what they have done to us is illegal, immoral, and outright evil
AVOID THIS PLACE
16 décembre 2025
Avis spontané
Réponse de Touchstone CPS
Hello Aaron
We appreciate your feedback.
We're sorry to hear about your current situation and would like to investigate further; please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Heating, along with details of your tenancy and any ongoing issues, so that we can look into this matter and work with you to find a mutually agreeable solution. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone
Réponse de Touchstone CPS
Hello Kacper
We appreciate your feedback, and we are sorry to hear that you're having some difficulty contacting the team.
Please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot KC, with details of your tenancy and any concerns that you need help with, so that we can connect you with the appropriate team. Thank you.
With kind regards
Touchstone
My review isn’t of the company but of a…
My review isn’t of the company but of a member of the team. Several times over the years I’ve had to deal with touchstone who don’t respond to emails in a timely manner and don’t answer calls however anytime I’ve emailed Daisy or called she’s always be helpful and friendly. If anyone has to speak with touchstone I highly recommend you ask for Daisy she always goes above and beyond to help. Thank you
12 décembre 2025
Avis spontané
Réponse de Touchstone CPS
Hi Charl
Thank you for sharing your experience with us; it's greatly appreciated.
Thank you also for your kind words about our colleague, Daisy; it's wonderful to hear and we'll be sure to let Daisy know 😊. We are sorry to hear that other colleagues haven't been as responsive, we'll feed that back to the Operation Managers. Thank you.
With kind regards
Touchstone
Rental Newcarron
Hi, We are well pleased with all requests for assistance regardless.
I found the process, smooth and professional, details well explained, this included the Estate Agents Clyde Estate agency in Stirling, tremendous,
Thank you.
10 décembre 2025
Avis spontané
Réponse de Touchstone CPS
Hi Alex
Thank you so much for reviewing your experience with Touchstone; it's great to hear such positive feedback, and it's much appreciated. Thanks too for your feedback on Clyde Estate Agency, it's always good to hear such fab comments about our local agents; we'll be sure to let them know 😊
Best wishes for your new home.
Kind regards
Touchstone
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