Touchstone CPS Reviews 

Ive never met acompany more usless than placess for people not only have they stolen our deposit . For 3 yrs in a row they have said we have a gass leak turned it off not fixed it as cadbent say we dont have a leak . Leaving a vunerable person with out gas and electric for 5 days . Yet they havnt repaired the electic light fault from when we noved in and there is lots of mold . So this firm who should by law have repaired it in a maximum of 48 hours useless company that was our landl lord places for people now touchstone lost our depos as apperntlybl they arnt the same company . to fake and aperntly fix our gass leak for rhe 3rd yr in a row talk about criminal they are the same company but want to scam tenants out of lots of deposits by pretending they arnt the same companyb so when you try to report them ro the odbusman touchstone dont exist .so they can steal your depost block your gass and not fix yohr lights while still being the same compny only more usless

AVOID!! I would rate a 0 if I could, hands down the worst company I’ve dealt with! Rented a brand new house with touchstone as the management company, when attempting to leave the tenancy, they falsely accused and tried to charge me for damages to the property (which there was none of) to the sum of £3300 when I refused to pay such absurd false charges and challenged them on this, they then tried to act as if they were doing me a favour and reduced the damages cost to £2000. I again disputed this and had to go through the very long process of an adjudicator at the tenancy deposit scheme to make the final decision, I finally got my deposit back thanks to the adjudicator making the correct decision. Looking at other reviews I’m not the only one they have tried to do this to.
On top of this Touchstone never return your calls and won’t answer the phone.

Tina Cox is very professional and understanding about issues. She asked if the issues was solved and when we said it was but then reoccured, she kindly asked the contractor to reattend to sort it out.

Awful end of tenancy experience.
I was renting with Touchstone for over 22 months and I moved out in May 2026. I am now trying to get some of my deposit back as I was told it will not be returned because of dilapidations with no evidence of actual costs of work done, just a quote.
I feel sad to have to be doing this review given I have always had a helpful experience with PictureLiving while a tenant. But to make matters worse today a nameless person responding from the PictureLiving email tried to intimidate me by threatening to refer the matter to credit control. I am now having to raise a dispute via TDS to get some of my deposit back, in spite of my efforts to get PictureLiving to reconsider and to just take half of deposit. On one hand I was asked to wait until next week for the liason person and at the same time the nameless person was barraging me with spurious claims about matters that were not even raised previously by their colleague. Just so unprofessional and giving Picture Living a bad name.

Avoid this company if you value communication, organisation, or basic competence.

Our tenancy at 6 Meadow House Drive was plagued by problems from the very beginning. Before we had even moved in, there were errors in the inventory, incorrect utility information, conflicting bank details being provided for payments, and constant difficulty getting hold of anyone who could actually resolve the issues.

The single biggest problem throughout the tenancy was communication. Hundreds of phone calls went unanswered. Numerous emails were ignored for weeks and sometimes months. Property issues raised shortly after moving in were left unresolved despite repeated attempts to contact multiple members of staff. We were continually forced to chase for updates, often receiving no response at all.

What makes this even more frustrating is that Touchstone repeatedly instructs tenants to use the Residently app for communication. Every email encourages tenants to contact them through the app, which includes a dedicated “Moving Out” section specifically designed for tenants giving notice.

Three months before our tenancy ended, we submitted notice through that exact system. We have screenshots proving this. Despite using the platform they directed us to use, we were later told that our notice could not be accepted because they allegedly did not receive the notification.

That response perfectly sums up our experience with this company. When something goes wrong, there is always an excuse, but very rarely a solution.

Throughout the tenancy we encountered administrative mistakes, poor record-keeping, unresolved property issues, constant changes to payment details, and a level of communication that fell far below what any tenant should reasonably expect.

Renting should not require endless chasing, unanswered calls, and repeated follow-ups just to get basic matters addressed.

This has been, without question, the worst renting experience I have had. Based on our experience, I would strongly advise prospective tenants to think carefully before entering into an agreement with Touchstone.

I would like to express my sincere appreciation for Kate Ballam, Credit Controller at Touchstone.
Kate has been absolutely outstanding in helping me resolve issues with my Direct Debit and account balance. From the very beginning, she has been professional, efficient, and incredibly knowledgeable. No matter how many questions or concerns I had, she always responded promptly to my emails and took the time to explain everything clearly and thoroughly.
What truly sets Kate apart is her exceptional customer service. Every time I spoke with her on the phone, she was friendly, patient, understanding, and genuinely willing to help. She treated me with kindness and respect, making what could have been a stressful situation much easier to deal with.
It is rare to encounter someone who combines such professionalism with genuine care for their customers. Kate consistently went above and beyond to ensure everything was sorted out correctly, and I am extremely grateful for all her assistance.
She is a real credit to Touchstone, and I cannot praise her highly enough. Thank you, Kate, for your outstanding support and dedication. Kind regards Ewelina McKenzie

My husband and I saw property flat 13 James close (derby) on the market. We went through all the processes and made the payment. Now let me know why two days for us to get hold of the key, we get an email that there's a problem in the flat and so we should temporarily stay in flat 59. It's been two weeks of us being in flat 59..no timeline from the team (Annabelle and Lydia). They keep telling us they can't give a timeline. If this is not bait to get flat 59 occupied, then then what is it? Why put a property out there if it is not ready for human settlement? Why take all those monies if you haven't done your checks?Why even wait for us to make full payment before comimg to tell us something different? It's extremely horrible and we demand that the right thing should be done or our monies given to us so we can get something better! You can't go about keeping people waiting. It's high time you all do the right thing! We can't fully settle in flat 59 because we don't know when we will be asked to move to flat 13. All our luggage are left unpacked. We demand answers!

Fecility has been absolutly amazing. She is warm, welcoming, approachable, friendly all while being professional. Nothing was too much trouble. This is the first time we've rented through an agency (has always rented via the landlord themselves) and she made the process so easy and I didn't feel like I was being judged when I asked basic questions. At some points I felt like I was talking to my best friend rather and a professional. To build a rapport on that level with someone over the telephone without meeting them requires alot of customer service skills. After we moved in I noticed there was alot of pet hair which wasn't cleaned (I am allergic to certain animals). After informing Fecility she very quickly made arrangements with Scarlett to get the carpets cleaned as soon as possible. Scarlett has also been fabulous too! Scarlette was also warm and friendly and she encouaraged me to save her number in case I need her for future repairs/maintence.

These two ladies are an absolute credit to touchstone. It's a shame that Fecility is moving to a different departement but I wish her all the best for future.

10/10 customer service from these ladies and I'm sure this level of service will continue throughout our tennancy.

Thank you very much ladies.

My experience with Touchstone was extremely disappointing from start to finish.

Following the end of my tenancy, I was presented with a claim of over £2,300 for cleaning and redecoration despite the check-out report only recording a domestic level of cleaning and minor cosmetic issues such as faint marks and slightly patchy paintwork. This figure was significantly higher than my entire deposit of £1,730.77. The claim was later reduced substantially, raising serious questions about how the original figure was calculated in the first place.

I was informed that a dispute would be raised with the Tenancy Deposit Scheme (TDS) on my behalf. After waiting two weeks and hearing nothing further, I contacted TDS directly and discovered that no dispute had been raised at all. I therefore had to initiate the process myself to ensure the matter progressed.

Communication throughout was consistently poor. Emails frequently required chasing, responses were slow, and updates were rarely provided proactively. This was not limited to the deposit dispute. During my tenancy I experienced similar issues when attempting to arrange follow-up works that had been left incomplete by contractors.

The dispute then dragged on for more than two months. Despite being given every opportunity to support their claim, Touchstone ultimately failed to submit evidence to TDS within the required deadline.

Even the undisputed portion of my deposit was not returned within the timescales I was given and required further chasing before it was processed.

In the end, I recovered my entire deposit of £1,730.77, but only after repeatedly chasing, escalating matters myself, raising the dispute directly with TDS, and spending a significant amount of time dealing with issues that should never have arisen.

The most frustrating aspect was not the dispute itself, but the lack of organisation, poor communication and repeated administrative failures throughout the process.

Based on my experience, I would strongly advise prospective tenants to keep detailed records of all communications and carefully scrutinise any proposed deductions.

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!!