Touchstone CPS Avis 627

We gave notice on 26/05/2025, paid £500 for remarketing, vacated the property on 31/07/2025 and passed checkout with no issues. Keys were returned on the same day. Despite our full compliance, Touchstone delayed remarketing for 6 weeks, only listing the property on 11/07, and advertised it as available from 29/08. This deliberate delay left us unfairly charged for rent in August, even though we no longer lived there.

We also had to arrange their pre-exit inspection ourselves, something that should have been their responsibility. Communication was poor, with contradictory responses and a lack of accountability. Even after checkout, they attempted to deduct rent from our deposit, which is unreasonable and unfair.

This company shows unprofessionalism and neglect towards tenants. I strongly recommend avoiding Touchstone if you value fair treatment and transparency.

Really angry. My boiler seems to have issues annually even though it's new. Again it was time for it's annual problems. I called 8.30am on a Saturday and an engineer called me at 10am asking for a video of the boiler which I did. He said he would come at 2pm only he didn't because his van broke down and he couldn't call me as his phone had died but he will be with me at 4pm. He arrived at 4 and as suspected it needed a part so promised to return the next day at 4. I felt instinct tell me this wouldn't happen and of course after waiting until 4 I find out nobody is coming as it is to expensive to send someone on a sunday. I am not classed as high importance because I have no children even though I have no shower now. Im sick to death of being a tax payer in this country. Unless your popping out kids and sponging you get nothing!! Now I have a 3rd day with no hot water and I am supposed to be working on the Monday so what about my expenses. Despite paying so much rent they won't send someone. Tomorrow there will probably be a sudden gust of wind which will stop it from getting fixed. Nobody even calls me to update me, just leave me expecting someone to come.

Always a pleasure to deal with. Our contact, Ian Giblin, is prompt in communication and efficient in getting any issues resolved without delay. 5 stars.

I made a call today to request some advice and assistance and my call was answered incredibly swiftly by Charlotte, a very helpful Property Manager who not only solved my query instantly, she went above and beyond with great advice and a follow up confirmation email covering everything. I wish all companies had staff like this, I do hope Charlotte's bosses are aware of how much of a credit she is to their business.
Thank you
Dave

I informed Touchstone that I would be moving out of the property and that I had found someone to fill my space in the tenancy with my housemate, back in March. Over 6 months later and the new tenant is yet to sign any form of agreement to finalise the tenancy transfer. Touchstone have been less than helpful with countless emails and phone calls going unanswered making it impossible to make any progress. I resorted to emailing the landlord, Lloyds Living, to which this gained some momentum but this quickly fizzled out. I’ve emailed both touchstone and Lloyds to raise a formal complaint to which I have only had radio silence. Our property manager changed during this process to which we were not even informed which is also unacceptable. All three parties have attempted to speed this along to which we receive no response on how we can finalise this, to which I think Touchstone just do not care about us as tenants anymore. Several of the flats in our block have changed tenants in this time so I don’t understand why we have been neglected.
A process that I tried to make as streamlined as possible has been dragged out for an absurd amount of time and they are basically uncontactable at this point. Even trying to ask the landlord for help has also resulted in silence, our experience has been nothing but terrible.

Very friendly team and professional, would highly recommend for renters to use touchstone / picture living. Kept upto date with issues and problems resolved straight away
Thank you

In Ashford, where Touchstone is responsible for managing residential properties, the standard of service is unacceptable. Serious issues are simply ignored, and the condition of the building has at times been so poor that it has directly affected people’s lives.

Entrance doors have been left broken for months, leaving the building unsecured. This has allowed unauthorised individuals to enter during evenings and nights creating risks for both residents and their homes.

Equally concerning is the lack of communication from Touchstone. Emails from residents frequently go unanswered, with no acknowledgement of receipt. When essential management systems are replaced, residents are not informed, leaving us with no guidance or reliable source of information during times when clarity is most needed. The staff appear untrained and unprofessional, showing neither urgency nor accountability in resolving ongoing issues.

In the past, the condition of the building itself has been deeply concerning, with problems such as untreated mould impacting health and wellbeing.

It is hard to understand how Touchstone continues to receive management contracts when they fail to deliver even the most basic standard of care. The service is appalling and has left many residents frustrated and let down.

cannot thank Felicity enough for the way she handled everything for us. From the very first interaction, she showed remarkable professionalism, patience, and genuine care. She went above and beyond to guide us through the process, making what could have been a stressful situation completely smooth and straightforward.

Her clear communication, efficiency, and kindness turned the whole experience into something truly positive. It is rare to come across someone who combines such expertise with such a human approach.

Felicity is a credit to the company, and I am deeply grateful for all her support.

Very good communication via email or app, maintenance issues for tenants get sorted promptly and to a high standard. Professionally managed tenancy agreements. Happy with overall service provided.

On the few occasions I have spoken to Touchstone for general enquiries, I am sure to reach out to Sophie McLennan who is incredibly efficient and helpful. Questions are understood and swiftly responsed to.

At the check in we were due 3 sets of house keys, as three independent adult tenants. We only received two keys, and only one was working, the other one snapped off the first time it was used. We let them know straight away, and waited. For two weeks no spares were provided. We couldn’t come and go freely, couldn’t lock up without locking the others out and ultimately couldn’t move in. Three weeks later, even when chased, we still only got one other key and are still waiting for any compensation for time lost moving in.

Happy with overall experience and easy check out process at end of tenancy. Good communication from Touchstone throughout.

I enjoyed living in the apartment, the size and location (Pleasance) was great. The property manager Lyndsey was fantastic, very helpful and always responded very quickly and dealt with any issues very efficiently.

I had a very smooth moving-out process. Jess was extremely helpful and made the whole experience stress-free. She promptly sent over all the necessary paperwork, and the check-out was scheduled right on time. A big thank you to the entire team for ensuring everything went so smoothly. I truly enjoyed my stay in KL. Well done, and keep up the great work. :)

Ive lived in a Touchstones managed property for a number of years. Whilst we have faced several issues over that time, I have always greatly appreciate the customer support - in particular Felicity M - who have worked diligently to support us. Most recently this was presented as we prepared to leave the property, where the team have been exceedingly helpful in contrast to experiences I’ve received with other companies.

We conduct maintenance works for Touchstone through all different property managers liaising with us.
Ian Giblin has been very helpful and always ready to answer our updates and provide great information. If we need more information on a job to assist our contractors on site he will always find out.
Always a pleasure to deal with the team to support us efficiently.

Touchstone recently helped me with a broken appliance, and the service was outstanding. From my first contact, Matthew Johnstone provided clear updates, acted quickly, and made the whole process simple and stress-free.

Everything was arranged in a matter of days, and the work was carried out seamlessly. The communication was prompt and informative at every stage, and I felt fully supported throughout.

A great example of professional, customer-focused service – I couldn’t have asked for a smoother experience.

Recently my husband passed away and I notified touchstone as it was a joint tenancy. I was emailing Daisy Maggs and Daisy was an absolute star very caring and understanding just a real asset to your organisation. I was really worried but Daisy was very supportive and explained everything to me which was a big
help. Daisy should have recognition on the supportive, kind , professiolism that she provides the tenants. It's a big thank you from Robert Bamford

This outfit it beyond frustrating, had a shower leak (I’m on a water meter) which took over a week to resolve and that was only after constant calls and follow ups. Nothing with this company is easy, when you have an issue you have to raise it via the app, send videos and pictures of the problem, only the app doesn’t let you load videos and pictures so that adds in delay, after logging the issue I get an email back from Rosie asking for the videos and pictures which was sent immediately, roll onto 4pm that day when I get an email asking how long after turning the shower off does it stop dripping (it doesn’t as was clearly pointed out in the original call)
If I’d descaled the hose and shower head and if when I took the shower hose off did it still leak from the shower unit
I replied by 4:30 and then nothing no response so reply, I follow this up with a call on Friday to be told that ‘a contractor would be instructed’ and this would also be confirmed by email, email
Confirming what was said was sent late Friday afternoon, meanwhile the shower is leaking 4 litres of water an hour
Roll on to Monday nothing from them at all, we’re now up to 6 litres of water an hour.
I email on Tuesday while at an outpatient appointment and get an email back that a contractor will call me shortly, they do and the call out is arranged for 2:30 that day, brilliant, no it’s not! I then get an email from Rosie stating that the call out is confirmed for Thursday ! I call the contractor only to be told that Rosie had cancelled the call out stating that another contractor was coming out that day. When I call Rosie to ask why she’s changed the call out she says it’s because the ‘original’ contractor has confirmed they have ordered the parts and they can’t come till Thursday, I ask her why she told the other company she had arranged a call out for the same day with another company, but apparently she couldn’t answer this because I was ‘angry’. I tried explaining the cost of the water and why she thought it was ok to wait ? Anyway roll on to Thursday the contractor turns up at 4:45pm! He has visited the property many times so I know him well, turns out not only does she not do he job but she also tells porkie because he confirmed he wasn’t given the job till the Thursday and had bought the part that morning after being given the job!
I get she hates me but when you pay the extortionate amount of rent that we’re being charged I expect a better service than this
Since living here they have left me 17 days with no cooking facilities, 4 months with no washing machine, 4 days with no heating or hot water on January when it was freezing outside, and 9
Months with no fence between two properties, I raised a call last October about the shed and the other fence which is swinging about in the breeze and had a resolution date of the 17th January 2025, still waiting for them to show up for that one 🤣
The standard of service is a joke and isn’t reflective of the premium rents that we pay but it must be a Touchstone thing because the lack of response and stances of service is not limited to Rosiep

All the process of tenancy was made very easy and the staff quite professional and competent