Touchstone CPS Avis 627

I’m at my wits end with this company, they took over the management of a property I was renting less than 2 weeks before my tenancy ended. I have spent the past 2 weeks trying to contact them regarding my deposit being returned and they have ignored all but one email where I had cc’d in the company that own the property, they said they would get back to me the next morning. That was 5 days ago…
The lettings agent who are marketing the property even also kindly tried to contact them to ask to no avail.
I don’t even know who to contact from here as they just don’t reply.

Stephane went above and beyond to speed up the resolution of a very stressful washing machine issue. Excellent communication, transparency and overall service which was massively appreciated. Thank you!

The detail and care from one of your employees (property administrator) Krzysztof from the beginning of the process was incredible. He was invested in helping us find a new home and he was just excellent in every area.

*UPDATE* as of today 26th of January the repair work has still not been carried out and touchstone are ignoring all communication.

I would not recommend renting with touchstone to my worst enemy. From the application process to us now two months into our tenancy with rotten floorboards, substantial damp and water damage and no heating, touchstone has failed to deliver on their contractual obligations on our home. It has taken two months to get anywhere with repairs, and they expect us to pay 100% rent for the months we have lived there thus far when the flat was not in a habitable condition. There is serious issues with internal communication between departments, with issues I have raised been logged as completed and having to fight to have these issues investigated. They sent out a joiner to assess plumbing issues who reported back there was no leak, this was false. After over a month of demanding a plumber to come out we finally where granted this ‘privilege’ to be told there had been a substantial leak coming from SEVERAL places in the toilet plumbing that required an entire new toilet to be fitted plus repairs to the pipe work. This leak had spread out of the bathroom into the hall, rotting the floorboards which was visible to anyone who walked into the flat had they just looked. We where not permitted to view the flat prior to renting, they misrepresented the flat and their greed at trying to claim full rent for this hovel we have been living in is a great moral failing on their part.

I would like to mention Anna however, who recently was handed our ‘case’ and has been the only person who seems to be able to get anything done, I believe she is new and credit to her for her work. It’s just unfortunate it took touchstone two months to get us to this position.

Tony and his team were consistently helpful and supportive throughout my stay. They responded promptly whenever needed and always offered clear, useful advice.

Graham Miller of Scorpion Maintenance (and Brian) have just finished replacing the shower here at my rented flat and have made a great job of it.
They were two very nice chaps, friendly, honest and professional. They have tidied, hoovered and cleaned brilliantly.
Thank you Ian Giblin of Touchstone for organising the work and for choosing this excellent contractor to carry it out.

Hannah & Naomi are very slow and disorganised

I appreciate much the proactiveness of Dean -the maintenance controller- who at touchstone is always ready to assist with any issue at the property and book and arrange support efficiently and with short time.

Update 24/11/2025
Touchstone are attempting to have my review deleted by claiming that my review is false and not based on an actual experience with them.

Original Review:
Oh boy, where do I start.
Let’s start with the appalling and reckless attitude toward the Data Protection Act 2018 and in specific the GDPR therein. It was suggested to me that I should email, yes email, my passport, wage slips and bank statements etc to a staff member’s email address and then they would email it on again to someone who could process it all. Email my identification and financial documents? How reckless? Email is not secure or encrypted or safe. I was told that it was safe and that he (the staff member) could down load my documents from the portal if he wanted to do anyway so it did not matter really. Well it does to me. Further this outfit, tell me they use Residently for their referencing. They don’t. Because Residently do not do referencing. They are just a cash cow middleman who pass on your details to Let Alliance who actually do the referencing work. So when you apply to rent through Touchstone, they get access to all your data, Residently get it and so does Let Alliance. That’s three firm have copies of all your submitted data and documents, and in each of their privacy statements, each state they will share your data with their unnamed ‘trusted partners’. Just how many firms and staff members will end up with access to our data? No one knows and no one knows where it will be stored. Hackers would have a field day if they accessed this treasure trove of valuable data not to mention any rogue staff members who need a side hustle or are harassed to download the data. Anyone remember when a PayPal employee stole more than a millions member accounts financial details? I do. I was one. Touchstone don’t care and have offered nothing in terms of security or confidence. They think that anyone renting a house is less than intelligent or knowledgeable. I may be looking to rent a house but I also own a house, and I am an ex-expert advisor to Gov UK and MoD on cyber security and intelligence security. You do not email passport copies period. You are asking for trouble. And you never trust the trust partners catchall either because that is just a way for them to tick an ICO box but not limit the, to retain your data. Touchstone have a reckless approach to data management and security. It has take four working days to get nowhere. Their partner portal is not functioning correctly and so Touchstone are happy to flippantly bypass any security the portal offered. I am raising my concerns with the ICO directly via a formal complaint.

I had an issue with my heating, and Ian sent a technician in the day. The issue was solved in record time!

I can’t get my deposit back regarding my latest tenancy. My property with touchstone has sketchy or no deposit protection scheme. This isn’t fair and will have to go down a legal route due to your bad communication management who haven’t been able to help me with this case. If I was a landlord I wouldn’t use this company at any costs.

As a tenant, every member of touchstone we have spoke to regarding any issues we’ve had have been brilliant.

Daisy is a superstar, and deserve a solo mention for her empathy regarding an issue we’ve faced. And her problem solving skills and support. Thank you!

The services in here are non existent.
I pay my rent, sit here freezing cold frightened to leave the flat for fear of being bullied and you do zero about it.

Your manager has double standards. You are told you are wrong when you use behaviours they expect me to find acceptable.

I have been asked to edit this review and will not as it is the truth.

Reached out to return empty property keys and got little or no response after my sister passed away phoned and left messages to no avail and I thought we were short of good homes

I had the absolute privilege of having felicity, felicity is one of the kindest humans I have ever interacted with, she was so patient with me and was always ready at the end of the phone if I had any concerns, felicity has made moving such a smooth transition and I couldn’t be any more greatful if I tried, forever thankful.

Dean was very responsive and efficient at resolving our dishwasher issue.

I review positively their service thanks to people like Ian who is very quick to reply and helpful on every occasion.

Although there was a long wait and some efforts to chase the contractors finally we had the work done. We are now happy with it

Thanks
Sonia

i went to my property manager Parmis Vaezi regarding repairs desperately needing done to my flat after 2 bad floodings & i could not thank her enough. from the first email she provided fast responses & followed up with even faster actions. she is definitely experienced in showing high quality customer service & care towards her tenants issues. thank you again parmis!!