I have received a reply from Touchstone on here dated 13-Oct-26 asking me get in touch with them regarding my repair after my honest feedback on their terrible service. I have been in touch with them... Toon meer
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The most dreadful company who never answer the telephone. My 86 year old mother rents a property from them. The latest saga. The handle falls off the only exit door in her flat. Tried the r... Toon meer
Bedrijf heeft geantwoord
Emily was absolutely amazing throughout the whole process. She was incredibly quick to respond, always willing to help, and very kind and professional. She made everything much easier with her efficie... Toon meer
Bedrijf heeft geantwoord
From my initial viewing to moving in, the experience has been nothing less than 100%. My home has many incredible extras that Touchstone paid for to make their house, my home. The whole experience i... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
2 Crescent Office Park, Clarks Way , BA2 2AF, Bath, Verenigd Koninkrijk
- +441225838490
- feedback@touchstoneresi.co.uk
- touchstoneresi.co.uk
3,3
Gemiddeld
699 reviews
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Heeft 92% van zijn negatieve reviews beantwoord
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Good experience, would definitely recommend
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 very good and also well insulated. I've had some maintenance issues but its been very easy reporting on the app and someone has gotten back to me same day. Hope it continues being good.
20 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Titi
Thanks so much for your kind review and for taking the time to share your experience with us ⭐
We’re really pleased to hear you were happy with your home and our service; your feedback means a lot to us. Thank you.
Best wishes
Touchstone
Tony is an excellent estate technical…
Tony is an excellent estate technical manager. Responds to all emails and queries quickly. Also keeps us posted with any updates in the buildings. It has been a lovely place to stay whilst working in QMC.
23 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Sara
Thank you so much for taking the time to share your positive feedback.
We’re really pleased to hear about your experience, and Tony will be delighted to know his support made such a difference. We’ll be sure to pass your kind comments on to him – feedback like this means a lot to our team and reinforces the hard work they put in every day.
Best wishes
Touchstone
We have a washing machine machine…
We have a washing machine machine problem as all know house with kids washing machine is key sent an email to Lucas Bartesch
And he was a great support he helped us with the issue with efficiency
Thanks again Lucas
17 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello
Thank you so much for taking the time to share your experience. We completely understand how essential a washing machine is in a busy family home, so we’re really pleased to hear that Lucas was able to support you quickly and efficiently.
We’ll be sure to pass on your kind words to Lucas – feedback like this really means a lot to our colleagues.
Thanks again for leaving us a review.
Kind regards
Touchstone
Moved into a brand-new…
Moved into a brand-new Touchstone/Lloyds Living property in September 2025 and have been dealing with unresolved issues since October. Despite paying rent on time every month, the aftersales support has been extremely disappointing.
Most recently, I reported faulty back doors on 8 April that do not secure properly — a serious safety concern. I’ve sent multiple follow-up emails since then and have received no response.
It’s frustrating to feel ignored when basic maintenance and communication should be standard. I would strongly advise anyone considering Touchstone/Lloyds Living to think carefully and do thorough research before committing
20 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Margaret
Thank you for your feedback. We’re sorry to hear that there is outstanding maintenance at your property. As this is a new build, responsibility does initially sit with the developer; however, we’re aware that their response has been slower than expected.
To avoid further delay, we will therefore arrange for our own contractors to attend next week.
If anything becomes urgent in the meantime, please don’t hesitate to contact our out‑of‑hours service. Thank you.
Kind regards,
Touchstone
Great response
Maddy at Touchstone immediately took action to remedy my issue & Graham (Scorpion) did an amazing job
7 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Tracy
We appreciate you taking the time to share your feedback. We’re really pleased to hear that Maddy was able to take swift action to resolve your issue and that Graham from Scorpion delivered such a great job.
We’ll be sure to pass on your kind words to them both — they’ll be delighted to know their efforts made a positive difference.
Best wishes
Touchstone
Two weeks of a leak in our bathroom…
Two weeks of a leak in our bathroom ceiling and we have been ignored...
14 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Murray
Thank you for your feedback. We apologise for the delay in attending to your repair. To help us investigate this for you, please email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - GM Leak along with your tenancy and preferred contact information.
We hope to hear from you.
Kind regards
Touchstone
Dean Williams provides excellent service, again
Dean Williams, Maintenance Controller at Touchstone, once again provided excellent service in response to my maintenance request. He got involved personally to make sure the request was dealt with rapidly and the issue was resolved within 2 days. The Touchstone mobile app, Residently, worked perfectly for us.
13 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Andrew
Thank you for your lovely feedback. We’re really pleased to hear that Dean once again provided excellent service and resolved your repair so quickly. We'll be sure to pass on your comments to Dean; he'll be as happy as we are 😊
Thanks too for your feedback on the Residently app; it's good to know that it worked well for you.
Thanks again for taking the time to leave a review, we really do appreciate it.
Kind regards
Touchstone
The worst company ever
The elevator in the building had been under maintenance for four months, and despite repeated complaints, they still took forever to fix. It’s completely unacceptable, especially for tenants who rely on it daily. Trying to contact them is a nightmare. Emails go unanswered for weeks.
Avoid renting with them at all costs.
27 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and appreciate how frustrating it must have been to deal with ongoing lift maintenance, particularly when it affects daily life. We also apologise if you found it difficult to get in touch with us — this is certainly not the level of service we aim to provide.
We would like to look into this issue for you, but we cannot locate your tenancy based on the information provided in your review. To help us identify your account, we would be grateful if you could contact us directly at feedback@touchstoneresi.co.uk using the ref: Trustpilot - Elevator along with your property address and preferred contact details.
We look forward to hearing from you.
Kind regards
Touchstone
On move in there were over 20 issues…
On move in there were over 20 issues with the property. Comprising from small things like damage not listed on the inventory up to the front pedestrian window not locking meaning the house was not secure. I contacted their out of hours team about this and they said that it wasn't an emergency. Even though I sent a video of me climbing through the window to show it wasn't secure and was large enough for 2 people to get through. I then was quoted a week waiting to get this issue repaired. Again, the issue being a window that is on pedestrian (street) level not locking at all.
1 april 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Harry
We’re very sorry to hear about the issues you experienced upon moving in; this is not the level of service we aim to provide.
Please contact us directly via feedback@touchstoneresi.co.uk with your address and all outstanding issues so we can review this situation and have the appropriate team follow up on this.
Thank you for your feedback, and we apologise for the inconvenience caused.
Kind regards
Touchstone
Awful company
Awful company. Don’t use. Avoid! Paid the £100 referencing fee..Failed referencing and still waiting on my refund. It’s been 6 weeks. Numerous emails and calls and still nothing. The guy who dealt with this was Max at the bath branch. Useless.
He Even ignored my calls when tried ringing but surprise surprise when I rang off a different phone number he picked up!
Go elsewhere they arnt interested unless it’s in their favour.
24 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Louise,
Thank you for your feedback. We are sorry to hear that you have struggled to get in contact with a member of our team.
In normal circumstances, when referencing has failed, the holding deposit of £100 is non-refundable. However, given the circumstances and issues around communication, we will return the deposit to you. Another member of the team will be in contact shortly to confirm your bank details for the refund.
Kind regards
Touchstone
I'm a owner occupier in a coplex of 56…
I'm a owner occupier in a coplex of 56 flats of which only a few are privately owned the majority are rented , Touchstone are the managing agents and are with out doubt the worst managing agents I've had in the 25 years I've lived there , they are terrible , those who rent are often left without cookers , without heating , without toilets and showers . Do NOT have anything to do with property Managed by Touchstone.
29 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Dennis
Thank you for your feedback, which is duly noted. We encourage all customers to contact us directly, or via the house manager, if they experience any repair issues, so we can address them promptly.
Kind regards
Touchstone
Dean Williams is exceptional
Dean Williams is exceptional - he is the most proactive and friendly letting agent who genuinely cares about our comfort and wellbeing. I couldn't speak more highly!
25 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Ali
Thank you so much for taking the time to share your feedback; it's much appreciated.
We’re delighted to hear that your experience with Dean has been so positive. His proactive approach and genuine care for our customers comfort are qualities we value highly, and it’s wonderful to see that reflected in your experience.
Thank you again for your lovely review.
Kind regards
Touchstone
Great Work, Great Response
I had an ongoing heating issue with my building which had left me without heating for the winter period. This as you can imagine was incredibly frustrating and the ongoing nature felt very discouraging. This was resolved eventually within the powers that Touchstone had to intervene. I would like to highlight and commend Madeline Bardell. She assisted with a responsiveness and professionalism which I consider to be invaluable. She ensured I had temporary heaters to get through the winter months and aided in arranging adequate compensation. Her communication and support made a difficult ordeal much easier to manage. Commendations to her and to the the team that worked to resolve this.
18 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Kwame
Thank you so much for taking the time to share your experience. We’re sorry to hear of your heating issue over the winter but pleased to hear that Madeline and the team were able to help get this resolved for you.
It’s wonderful to hear your kind words about Madeline. We completely agree that her responsiveness and professionalism are invaluable, and we’ll be sure to pass your commendation on to her and the wider team.
We appreciate your patience throughout the process and your recognition of the team’s efforts; thank you.
Kind regards,
Touchstone
Really good organisation brilliant…
Really good organisation brilliant communication, I am a strong believer of the fact that it is near enough impossible to get perfection things will go wrong like a few of the snags with the new property but it is how things are dealt with when they do go wrong and between Ruby and Anna the imperfections have been dealt with perfectly. Thank you so much for your help.
27 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Mr B
Thank you so much for your wonderful feedback. We're really pleased to hear that you’ve found our communication and organisation to be brilliant. As you mentioned, things don’t always go perfectly—especially with a new property—so it means a lot to know that Ruby and Anna were able to step in and resolve those snags in a way that felt smooth and supportive for you.
We truly appreciate your kind words, and we're glad we could help make things right.
Thank you again for taking the time to share your experience 😊
Kind regards,
Touchstone
Great tenant care
Lucas from the Touchstone team is my main contact whenever I need support or help as a tenant.
He is always responsive, efficient and proactive. He cares and understands my needs.
This applies to general inquiries and also to fixes and repairs.
All in all, I feel I am very well supported and taken care of by Touchstone.
11 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Carlos
Thank you so much for taking the time to share your experience. We're delighted to hear that Lucas has been such a responsive, efficient, and proactive point of contact for you. It’s wonderful to know he’s consistently supported you with both general enquiries and any repair needs.
We really appreciate your kind words and are glad you feel well supported by Lucas and the Touchstone team🌟
Kind regards
Touchstone
End-Of-Tenancy Communications
Felicity has been absolutely fantastic in helping us through the end-of-tenancy process and liaising with management on our behalf. She was always available, responded quickly, and kept us consistently updated, which really helped ease our nerves and made the entire process much smoother. It genuinely felt like she was looking out for our best interests — something that is not always common with letting agencies.
Thank you, Felicity. It was truly a pleasure working with you.
2 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Walaa
Thank you so much for taking the time to share your experience. We're delighted to hear that Felicity was able to support you so well throughout the end‑of‑tenancy process. Knowing that she helped make things smoother, kept you updated, and eased any worries means a lot to us.
We’re especially pleased that Felicity's care and communication made you feel looked after — that’s so like Felicity! We’ll make sure to pass along your kind words to Felicity.
We wish you all the very best in your next chapter!
Kind regards
Touchstone
Terrible experience with this company
Terrible experience with this company, have to email them several times to ever get a response. Very poor customer service.
6 maart 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello L. Speed
Thank you for your feedback; we truly value customer input and appreciate you taking the time to share your experience with us.
We are very sorry to hear that you have had difficulty contacting us — this is certainly not the experience we aim to provide our customers.
If you still need assistance, please email us at feedback@touchstoneresi.co.uk with your tenancy information and details of any issues you would like help with. We’ll be happy to help.
Kind regards
Touchstone
Account problem and referencing
We had some issues with our rent account not updating but felicity quickly fixed the problem with perfect communications as to when they were completed. Felicity was amazing in helping ease my worries.
Very friendly, straightforward and quick with responses.
Felicity was also amazing on providing a reference that we required immediate attention to, despite having such a heavy workload. Thank you again Felicity!! 10/10 across the board to you
20 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Anna
Wow! It's wonder to hear that Felicity was able to assist you with your queries recently; thanks for letting us know.
Felicity is a firm favourite with our customers and it's easy to see why! Felicity is helpful and kind when dealing with her customers' queries, so she'll appreciate you bringing your recent contact with her to our attention. We'll be sure to let her know 😊. Thank you.
Best wishes
Touchstone
Felicity
I need to give a massive shoutout to Felicity who has been our saving grace for the past 2 days!!
Despite reaching out to Touchstone over a month ago regarding an issue we received no answer until we called and got Felicity. Something we have been waiting to get an answer for a month was solved in a day and a half by her!
Even with the urgent request we had, Felicity managed to sort everything out for us and remained kind, helpful and so responsive!
We have been here nearly 5 years and this has been the best experience we’ve had - wishing everything amazing your way Felicity!! Thank you
24 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Nordie
Thank you so much for taking the time to share your wonderful feedback. We’re delighted to hear how well Felicity supported you recently. While we are sorry that your initial experience involved delays, we’re pleased that Felicity was able to step in, resolve your issue, and provide the responsive and kind service you received. We’ll make sure your lovely comments are passed on to Felicity — they will mean a great deal to her.
We appreciate you sharing your previous experience with us; we will share your feedback with the team to see where improvements to service can be made.
Kind regards
Touchstone
Total lack of accountability and ignoring serious safety hazards
I am extremely disappointed with the lack of professionalism and basic communication from Touchstone. I have submitted formal reports, including photographs, regarding a property they manage, yet I have received zero acknowledgment or action for several months.
Their negligence is now causing significant distress to the local community. The property they are responsible for has:
Serious Structural Risks: A boundary wall is in severe disrepair and dangerously unstable, posing a collapse risk to my garden.
Public Health Concerns: The garden is overgrown and filled with rubbish, leading to rat infestations affecting multiple neighbours.
Persistent Antisocial Behaviour: Ongoing drug-related activity and overpowering odours from the property.
Impact on Vulnerable Residents: These issues mean my 5-year-old autistic, non-verbal son cannot safely use our garden. Furthermore, a collapsed fence has left an elderly neighbour’s garden exposed, creating a serious safeguarding issue that Touchstone has been notified of multiple times by telephone and email not just by myself.
As a management company, Touchstone has a legal and ethical duty to maintain their properties and respond to urgent safety concerns. Their "wall of silence" is unacceptable. I have now been forced to escalate this matter to the local council.
If you are a landlord considering using this company, be aware that they appear to ignore serious property maintenance and tenant issues until legal intervention is required.
18 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Lew
Thank you for your feedback. We are sorry that you have had trouble reaching the team; we know this must be frustrating.
Your review has been forwarded to the team’s Manager for review, and they will be in contact with you shortly.
Kind regards
Touchstone
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