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
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 92% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
Zo gebruikt dit bedrijf Trustpilot
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Good
Good, responsive and easy to get information (just moved in)
11 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Svetlana
Thank you for your kind feedback about our service following your recent move-in; it's much appreciated. We will pass your lovely comments onto the team.
Best wishes to you as you settle into your new home.
Kind regards
Touchstone
Really supportive
I have lived my property around 3 months now and despite a few teething issues I have had some amazing support.
It is extremely difficult to get anyone on the phone but email isnt too bad.
The main person in charge of my property, Felicity, is very keen to do the best by the tenants and this does come across when I have had interactions with her.
I've not bad any issues getting repairs sorted, it all moves pretty quickly once I report on the app.
The app used by touchstone could be better, would be could to be able to view my rent account so I know where I am rent wise.
Overall, im pretty happy so far!
12 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Hannah
Thank you so much for taking the time to share your experience with us — we’re pleased to hear that you’re settling into your new home and that our team, especially Felicity, has been able to support you along the way. We’ll make sure your kind words are passed on to her.
We’re sorry to hear that getting through on the phone has been tricky at times, we’ll pass your comments onto the team. Your feedback about the App is also helpful; we’ll feed that back to the Systems Team for review.
Thank you again for your honest and thoughtful review. It’s much appreciated.
Kind regards
Touchstone
Since moving into my new beautiful new…
Since moving into my new beautiful new home I have had the best experience with these guys. Everything went smoothly and very professional. Thank you.
2 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Louise
Thank you so much for your lovely review! It means a lot to us to learn that your move into your new home went smoothly and that you had such a positive experience working with our team 😊
Best wishes settling into your new home.
Kind regards
Touchstone
Good job well done
From inquiry to holding deposit, to reference check and collecting the keys to my new apartment, everything took 2 weeks roughly and I must say that I’m impressed by the team at Touchstone. I couldn’t figure out the electric shower and by Monday, I got a call from the electrician saying he would come next day which he did. He came and we realized that it wasn’t even faulty, I just wasn’t able to figure it out. I’m happy to know that if I do have any issue that needs solving it would be looked into ASAP. I’m enjoying my new apartment, thank you Touchstone, hoping our relationship continues to be amicable.
30 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello
Thank you for your sharing your experience with us; it's always pleasing to receive such positive feedback😊
We are delighted to hear that the team have responded quickly and efficiently when you've need them.
Best wishes
Touchstone
It was a great welcome package they…
It was a great welcome package they offered (sarcasm loading).
First of all, we got astonished by the lack of cleaning into the new house. There were stains in the sink, stains of windows, spider webs everywhere on the walls.
Besides this, the cleek doing the inventory has reported the fact that the shower is not heating up the water properly, and this is where the second nightmare started....
Communication.... The problem was reported on Thursday, 05 Feb, and until now there was no plumber to fix it.
I ans my family are staying with no shower for almost a week.
I will keep on putting bad reviews every day until this os getting fixed
5 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Seba
Thank you for your feedback. We are sorry to hear that you have been experiencing some difficulties with the property since moving in; that's not what we want for our customers.
We are unable to locate your account from the information in your review without further details, so please could you email us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - SS with details of your tenancy and all outstanding repairs, so that we can look into this further.
We look forward to hearing from you and thank you for your patience while we work to resolve this matter.
Kind regards
Touchstone
The absolute worst company...
The absolute worst company...could do the initial inventory walk round together they made it separate... moved in with issues reported in the inventory and ourselves and nothing has been done, leaks everywhere, mould in multiple rooms, reporting app not working and after at least 15 emails and more calls with unfulfilled callback promises the problems persist... 5 months of mould and no cares for the law.. 3 times promised workmen which never turn up and zero communications... avoid at all costs to this corrupt company.. all that rent money and barely a livable home.
1 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Craig
We are sorry to hear about the issues you've experienced since moving into the property, and thank you for bringing this to our attention.
We understand that you've already raised this with the team; however, could you please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot - CW with details of your tenancy and all outstanding issues so that we can look into this for you.
We appreciate your patience while we check into the issues raised and hope to hear from you soon.
Kind regards
Touchstone
I received immediate help in a very…
I received immediate help in a very crisis situation
9 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Natalia
Thank you for sharing your experience with us; we really do appreciate it.
We are delighted that we were able to assist you in your hour of need.
Best wishes
Touchstone
Extremely poor communication and…
Extremely poor communication and mishandling of holding deposit
I had a very stressful and disappointing experience with this letting process.
From the outset, I was completely transparent about my income and personal circumstances. Despite this, my application was progressed for over two weeks while I was repeatedly told it was “being reviewed,” only to later be informed that my income structure would not be accepted under the landlord’s criteria. During this time I was given inconsistent and contradictory information about the status of my application, including whether it was with the landlord, with referencing, or awaiting decisions that never materialised.
I asked multiple times for clear timeframes and decision deadlines due to the urgency of my situation, but these requests were not acted upon. Instead, the process continued without clarity, which prolonged uncertainty unnecessarily.
My holding deposit was taken on 9 January. The 15-day statutory deadline passed without a tenancy agreement being entered into and without any agreed extension. I later requested the deposit back, was told it would be returned within 5–7 working days, and that timeframe also passed without payment. Further emails stated the refund had been “requested from accounts,” but no confirmation of payment or proof of transaction was provided. As of today, I still do not have my holding deposit back.
Overall, the experience was characterised by poor communication, missed deadlines, shifting explanations, and a lack of accountability. This added significant stress to what was already an urgent housing situation.
9 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Dear Samantha
Thank you for sharing your experience with us. We are sorry to hear about the delays and gaps in communication you have experienced during the application process; we understand how frustrating that must have been for you.
We sincerely hope that since posting your review, your holding deposit has been settled. If not, please email us at feedback@touchstoneresi.co.uk with the reference Trustpilot – Holding Deposit, along with your proposed tenancy details and preferred contact information, so we can take this up with the accounts team. Thank you.
Kind regards,
Touchstone
Allison helped me with a tenancy issue…
Allison helped me with a tenancy issue and did a fantastic job—she resolved the problem in less than 24 hours!
4 februari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Miss Grant
Thank you for taking the time to share your recent experience with our colleague, Allison; we really do appreciate it.
We are delighted to hear that Allison was able to quickly and efficiently resolve your issue. We'll ensure that your kind words are passed on to Allison; she'll be thrilled.
Kind regards
Touchstone
Excellent experience
Excellent experience and appreciable support throughout my stay.
30 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Anusha
Thank you so much for your wonderful feedback! We’re delighted to hear that you had an excellent experience and felt well-supported throughout your stay. Providing helpful and attentive service is important to the team, so it’s great to know we succeeded during your time with us; we'll let the team know 😊
Best wishes for your new home.
Kind regards
Touchstone
Touchstone Resi especially for Zenith…
Touchstone Resi especially for Zenith Close are honestly horrendous. They are so bad with responses - I would like to specifically mention Jessica Martin who is our property manager. Horrible responses to emails regarding tenancy replacements, not even an acknowledgement of emails. You would wonder if she was ever working! I have been trying for over a week to contact her via phone call and it just goes straight to voicemail. Please do avoid if you can for your own sanity. I can post numerous communications where it’s just been extremely tedious dealing with her even to the point a replacement tenant pulled out last minute because she was quite worried the service with the agent would be terrible.
20 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Janine
Thank you for your feedback; we appreciate you bringing your concerns to our attention.
We’re sorry to hear about your recent experience and the difficulties you mentioned. Our colleagues aim to provide clear and timely support, so we regret that you feel that we fell short on this occasion.
Transferring tenants during a tenancy can be challenging while all parties work to complete the various legal processes needed to ensure that the tenancy is correctly assigned.
If you feel that you would like to discuss this further or need further guidance, please contact us at feedback@touchstoneresi.co.uk using the ref: TP Assignment, with your full name, property address, and preferred contact details, and we will get back to you.
Kind regards
Touchstone
Fast reply and good communication
26 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Ahmed
Thank you for sharing your experience with us; it's greatly appreciated.
We are pleased to hear that you find the team quick and easy to deal with; music to our ears 😊. Thank you.
Best wishes
Touchstone
Avoid this agency!!!
Avoid this agency!!!! We are waiting from 5th January for them to fix our heating in middle of the winter with child in a house and no heating with only 2 radiators. Now is 26th of January and still no heating. Very bad experience with this agency. Next time i will not rent any more from them.
5 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Dear Popa
Thank you for getting in touch. Please accept our apologies for the delay in repairing your heating system. We understand that a contractor has now been appointed to resolve the issue, and we will continue to follow up on the progress to ensure the matter is resolved as quickly as possible.
Kind regards,
Touchstone
Constantly have to chase repairs
Constantly have to chase repairs, no one answers the phones, responses on the app or voicemails and emails are few and far between unless they are chasing rent. Taken a year to resolve a complaint.
22 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Dear Heather
Thank you for getting in touch. Please accept our apologies for the maintenance delays at your property and for the difficulties you have experienced when trying to contact the team.
We understand that the main kitchen snagging issues have now been resolved, and our focus is on addressing the remaining outstanding items. We will keep you updated as these progress.
Kind regards,
Touchstone
Good customer experience
Coco and Amee in the Credit Team have been extremely helpful and always respond to my requests very promptly — I really appreciate their support.
16 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello 峰
Thank you for sharing your experience with us following your recent contact with our colleagues, Coco and Amee. We enjoy receiving positive feedback for our colleagues, especially as they work hard to support our customers. We will pass on your kind words to Coco and Amee, it'll make their day. Thank you! 😊
Kind regards
Touchstone
Antwoord van Touchstone CPS
Hi Lesley
Thank you for taking the time to share your experience with us and for your feedback on our colleague Ivana's recent service; it's greatly appreciated.
Kind regards
Touchstone
Property not fit for occupation and no response after termination request
I signed a tenancy agreement for a property managed by this company and paid the required rent and deposit.
However, due to multiple unresolved issues within the property, it was not fit for occupation, and I have never moved in.
These issues were reported with supporting photos and details. As the situation remained unresolved, I have formally requested to terminate the tenancy and for all paid amounts to be refunded.
Despite sending multiple emails, including one sent today, I have not received any response or acknowledgement.
I find the lack of communication very concerning, particularly given that the tenancy never commenced due to the condition of the property.
I am still awaiting a response and would appreciate the company contacting me urgently to resolve this matter.
14 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Wing
Thank you for your feedback.
We're sorry to hear you were unable to move in and have since had problems reaching the team; that's not what we want for our customers so please accept our apologies.
If you still require assistance, please email touchstoneresi.co.uk using the ref: Trustpilot - Termination with details of your proposed tenancy so that we can assist you.
Kind regards
Touchstone
Grateful for all the help from…
Grateful for all the help from management when dealing with repairs and complaints
14 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Indigo
Thank you for your feedback. We're so happy to hear that you are happy with our service.
Kind regards
Touchstone
Terrible company
Terrible company. They ask you to sign up for their service amazing Facilities management and help desk app. Send requests and they refuse to read or reply to them.
All the tenants & neighbours im speaking with despise this management company.
The property is cold, shit, and overpriced.
Run away as fast as possible
10 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hello Trigger Bunny
Thanks for sharing your feedback. We’re sorry to hear you’re unhappy with our service and felt the need to leave a review. We’d like to understand what led to this so we can try to help you but we can’t identify your tenancy from the details provided.
If you could email us at feedback@touchstoneresi.co.uk with the ref: Trustpilot TB, along with your tenancy details and any ongoing issues, we can look into this for you.
We hope to hear from you soon.
Kind regards
Touchstone
Daisy was magnificent
I was panicking when I called Daisy about my renting situation. She was calm and polite and reassured me she will look into how best she can help. She managed to help and get me through the process. She is amazing. I highly recommend her.
5 januari 2026
Review zonder uitnodiging
Antwoord van Touchstone CPS
Hi Cecilia
Thank you for sharing your experience with us; it's greatly appreciated. We're delighted to hear that Daisy was able to successfully support you at this time. We'll pass on your praise to Daisy; she'll be happy to hear your kind words 😊
Kind regards
Touchstone
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