Touchstone CPS Avis 630

Dolly (Karen Dolman) made the tenancy setup so easy and seamless. I'm a bit new to the country so having that kind of assistance was invaluable.

Derwent living resident review.

Ann, Tony and Jeremy are very helpful. They are friendly, supportive and prompt to look into issues.

Every time I report an issue via email, the response is always quick and efficient.
The team resolves problems promptly, and communication is clear and professional. I really appreciate how smooth and reliable the process is.

Very helpful staff who were supportive at every step of the process

Fantastic fast response from Lucas at Touchstone my leaky tap issue was resolved within 2 hours of reporting it!

Worst company ever to deal with! Wouldn’t recommend to anyone. Never in a hurry to help to help tenants, they change property managers like they change their underwear can never get a hold of nobody to report problems with properties. Waste of space of a company!!

there vey good in maintenance,but slow in our case in taking up snaging that still needs to be done in our flat in Kingsland road!

the repairs were made and completed in a timely fashion

Max is a credit and asset to your business, he was able to move me from one property to another after the estate agents which whom they work alongside advised it couldn’t be done. Both me and my partner love the new house which hopefully we can move to next week.
We can’t thank Max enough for his through dedication and hard work in making this move possible.

Around two and a half months ago, my co-tenant and I contacted the agency regarding a change of sharer, which was due to take place this week. We initially received no response for nearly a month, despite following up. When we finally did hear back, our agent informed us that the only option was to sign a new 36-month contract – a significant and unexplained change from our previous 12-month terms. No evidence or justification for this policy was provided, despite our repeated requests.

Eventually, the contract offer was rescinded with the claim that my co-tenant had been ‘unresponsive’ – a baffling accusation given the consistent communication attempts. After reaching out to the landlord directly, our case was handed to a new agent who, rather refreshingly, confirmed that a 12-month contract was indeed possible. However, since we confirmed our agreement to those terms two weeks ago, we’ve had absolutely no further communication, despite leaving several voicemails and sending multiple emails.

This complete lack of response is causing unnecessary delays for everyone involved – the previous tenant who is trying to move out, and the incoming tenant who is ready to move in – all despite the fact we gave notice back in mid-March. My advice to any future tenant considering a Touchstone-managed property: prepare for poor communication and little regard for tenant experience.

My wife and i have been tenants of a touchstone managed property for the last 3-4 years and we just recently were fortunate enough to move into a larger apartment with our baby girl. We have always received top notch care and communication from the touchstone but since the move to a larger apartment Lucas Bartesch has made the experience so much more pleasant. Lucas has always communicated promptly when we had any concerns about the property. He made sure that all the maintenance works were carried out a soon as possible making sure we have a stress free stay in the touchstone property. I am sure all touchstone staff are exceptional in their own way but Lucas Bartesch needs to be acknowledged as employee of the year.

The service was very good !! Thank you !
But
We need two appointements. It means we had to organize twice… the first appointment was cancelled at the very end of the afternoon we scheduled.

Contacted Parmis regarding an issue with the lock on my door and it was sorted within a couple hours. Fantastic service.

We contacted the agency around 2.5 months ago with regards to a change of sharer which was due to happen this week. We received no response until prompted a month later. Our agent stated that we could only sign a new contract for a 36 month term which we were provided no evidence of this policy and why we could not renew on the same terms as previously (12 months). Despite contacting the agent multiple times to discuss this, the contract offer was rescinded stating I was 'unresponsive' which was utterly bemusing. Upon contacting the landlord directly, our case was transferred to a new agent whom promptly stated a 12 month contract was possible, however, this was two weeks ago and we have received no correspondence since replying stating our wish to go ahead with those terms. Myself and the other tenant have left multiple voicemails and emailed numerous times asking for an update and have received zero communication. This is causing completely unnecessary delays to both the previous co-tenant moving out and the future tenant moving in, especially considering we gave notice mid-March. My advice to any future occupant living in a Touchstone managed property would be to have low expectations, they do not seem to have much care or thought for their tenants.

A Warning to Future Tenants – Deeply Mismanaged and Unaccountable

I’m a current tenant under Touchstone, though thankfully not for much longer—our tenancy is ending soon, and not by coincidence, but by necessity. Touchstone’s consistent mismanagement, lack of accountability, and disregard for tenant wellbeing has made remaining impossible.

We reported a serious leak on 17 April—an issue that persisted for over six weeks before even a temporary fix was arranged. During that time, we were left to manually empty litres of water per day, at times overnight, to avoid flooding. No urgency, no transparency, no care.

Reporting the issue was made worse by the fact that we were never onboarded to the Residently app, which Touchstone insists is the only way to raise maintenance issues. Despite repeated attempts to gain access—and documented communication going back to September 2024—nothing was done. We were ignored or misdirected at every turn, and now, with our tenancy nearly over, it’s only just being addressed. Too little, too late.

When trying to follow up on issues, we encountered unmonitored email accounts, missing responses, and a carousel of changing contacts. Promises made verbally were never confirmed in writing. Our request for written clarification of key explanations has now gone over a week without response.

Worst of all, the leak has been running through our water meter the entire time, meaning we’re paying for the water loss caused by Touchstone’s delay. We’re expected to absorb the financial and emotional cost of their failure. And to top it off, the Property Redress Scheme requires 8 weeks of inaction before a complaint can even be lodged—leaving tenants like us trapped in limbo.

This is a property management company that deflects responsibility, withholds access, and buries accountability. Do not mistake their polite emails for competence. If you’re a prospective tenant or landlord considering Touchstone, ask yourself: would you trust a company that needs to be chased for weeks just to fix a leak?

We wouldn’t. And we won’t again.

Absolutely horrible experience so far. Started process with them about 20 days ago for a property which was advertised to be available since 27th March. I gave move in date 28th May. They took holding deposit and did references all approved on 15th of May just to be then told that they are waiting for contracts to change carpets and once they get confirmation I will be issued contract. It is 1st June today, still have no contract, I have been chasing for last 16 days with the same response that they are awaiting confirmation from the contractors. So the half term I had planned to move is ended now with my house all packed up with no confirmation of move in date.
If I have known they were going to be so unprofessional, I would have avoided them like plague.
I might have to look for another property as I have to leave this house. I will be looking to take a legal action against them for falsely advertising a property as available to move in which was not ready.

The response from Touchstone to our request for a parking permit that meets my daughter’s needs for parking her Motability car was not very helpful. As registered blind person she can only make use of her car when I am there to drive it for her, ie three or four days per month at that location. The proposed charge of £75/month is only the same as for sighted drivers resident at the property, able to use their cars every day of the month.
We had asked for permission to park in the visitor bays for more than the 24 hours without return for a further 24 hours, that currently applies at that location, for the times when we need to stay there more than just the one day, but that seems not to have been given due consideration.

Very poor communication from this company and haven’t even moved in. We are due to move in to a property in a weeks time and have had such limited communication.

Firstly have had no tenancy agreement sent to us, with one week before we are due to move in, despite me asking for the last 3 weeks when are we going to receive it. Which makes me concerned that something is wrong and that we won’t be moving in.

They are asking for us to send a security deposit and first months rent before sending the tenancy agreement and signing for the property, even though we have already sent a holding deposit. I have tried to ask if this is normal to ask for a large sum of money before even being able to read the tenancy agreement but have been unable to speak with anyone.

And then when I have tried to speak to someone as the move in date is approaching, nobody ever answers the phone or replies to the voicemails or replies to any of the emails! Initially we were told the best way to contact them is through the Residently app, which I have sent multiple messages on to which I have received no replies and then on the one off time I managed to talk to someone over the phone a few weeks ago he said ‘yeah the app has problems and isn’t working at the moment’ (how is this your best way to communicate with the team about the rental then and why not inform people of a different way to contact them)

All of this has made us very concerned to rent with them, as if this is how poor they communicate now how we will report any issues with the property, we will never get a response from them!

Feels like there is nobody actually to answer any of our questions, such poor communication which has made this a horrible stressful experiencing for our first time renting. I really don’t know what the next steps are and if I will even be moving out anymore.

Un trust worthy why did touch stone not degreas e the kitchen clean the mould from the window s and made sure there was both parts of a door bell and didn't check all the lights are working before we moved in and why do they let the maintenance put A big hole in the ceiling and then not charge them for there mistake I bet touchstone will not answer will they