Touchstone CPS Reviews 

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.

Lived in the accommodation for 5 years at city hospital Nottingham,
have had many managers but since TONY joining the team there have been improvements in day to day actions and communications.

Where to start with my experience of this company?

Constant maintenance issues that never got addressed.

Poor administration management.

Communications are horrendous, late emails/no response. Never answer calls.

This company does not care at all!

Now I cant even get my deposit back after living in a property with faulty heating for over a year.

After having no water to clean the property with they are now billing me for cleaning when then said not to clean!

Utility charge was never disclosed so j spent months chasing the company who the providers were as they didn't know!... turns out it was them!..... I cant pay a bill unless I know who to pay it to!

This is a company that is very much quick to increase your rent but slow as anything that will cost them money such as essential repairs. They contract out absolutely everything to companies that are clearly the absolute cheapest with no knowledge and expertise. They are constantly cutting corners and cutting costs from their side with zero regard for paying tenants.

Please if you are considering moving to a Touchstone property don't, find somewhere else, it's absolutely not worth it.

EDIT: Just as an edit to this, they mention emailing the below address, this is not helpful at all, I did this, and they just forwarded the email to someone who's out of office, the complete lack of competence within Touchstone is astounding

The staff made it great. They were all hands on and efficient esp Tony.

If I had one word to describe the people at this company it would be MONSTERS

Terrible experience renting from them

Our property had no hot water or heating for a YEAR - we had to survive cold winters with -3 degrees with no heating or hot water

Our tenancy agreement was up and they demanded us to give them a 2 months notice when they haven’t even held up their end of the contract of fixing our hot water and heating

We were offered £100 compensation for our situation which is an absolute joke

We have outstanding repairs to the property which they have yet to fix

Extremely rude and dismissive over the phone and email

They have constantly lied to us about many things - extremely untrustworthy

We have taken this company to the Ombudsman what they have done to us is illegal, immoral, and outright evil

AVOID THIS PLACE

Poor communication, doesn't care about tenants.

My review isn’t of the company but of a member of the team. Several times over the years I’ve had to deal with touchstone who don’t respond to emails in a timely manner and don’t answer calls however anytime I’ve emailed Daisy or called she’s always be helpful and friendly. If anyone has to speak with touchstone I highly recommend you ask for Daisy she always goes above and beyond to help. Thank you

Hi, We are well pleased with all requests for assistance regardless.
I found the process, smooth and professional, details well explained, this included the Estate Agents Clyde Estate agency in Stirling, tremendous,
Thank you.

I’m at my wits end with this company, they took over the management of a property I was renting less than 2 weeks before my tenancy ended. I have spent the past 2 weeks trying to contact them regarding my deposit being returned and they have ignored all but one email where I had cc’d in the company that own the property, they said they would get back to me the next morning. That was 5 days ago…
The lettings agent who are marketing the property even also kindly tried to contact them to ask to no avail.
I don’t even know who to contact from here as they just don’t reply.

Stephane went above and beyond to speed up the resolution of a very stressful washing machine issue. Excellent communication, transparency and overall service which was massively appreciated. Thank you!

The detail and care from one of your employees (property administrator) Krzysztof from the beginning of the process was incredible. He was invested in helping us find a new home and he was just excellent in every area.

*UPDATE* as of today 26th of January the repair work has still not been carried out and touchstone are ignoring all communication.

I would not recommend renting with touchstone to my worst enemy. From the application process to us now two months into our tenancy with rotten floorboards, substantial damp and water damage and no heating, touchstone has failed to deliver on their contractual obligations on our home. It has taken two months to get anywhere with repairs, and they expect us to pay 100% rent for the months we have lived there thus far when the flat was not in a habitable condition. There is serious issues with internal communication between departments, with issues I have raised been logged as completed and having to fight to have these issues investigated. They sent out a joiner to assess plumbing issues who reported back there was no leak, this was false. After over a month of demanding a plumber to come out we finally where granted this ‘privilege’ to be told there had been a substantial leak coming from SEVERAL places in the toilet plumbing that required an entire new toilet to be fitted plus repairs to the pipe work. This leak had spread out of the bathroom into the hall, rotting the floorboards which was visible to anyone who walked into the flat had they just looked. We where not permitted to view the flat prior to renting, they misrepresented the flat and their greed at trying to claim full rent for this hovel we have been living in is a great moral failing on their part.

I would like to mention Anna however, who recently was handed our ‘case’ and has been the only person who seems to be able to get anything done, I believe she is new and credit to her for her work. It’s just unfortunate it took touchstone two months to get us to this position.

Tony and his team were consistently helpful and supportive throughout my stay. They responded promptly whenever needed and always offered clear, useful advice.

Graham Miller of Scorpion Maintenance (and Brian) have just finished replacing the shower here at my rented flat and have made a great job of it.
They were two very nice chaps, friendly, honest and professional. They have tidied, hoovered and cleaned brilliantly.
Thank you Ian Giblin of Touchstone for organising the work and for choosing this excellent contractor to carry it out.

Hannah & Naomi are very slow and disorganised

I appreciate much the proactiveness of Dean -the maintenance controller- who at touchstone is always ready to assist with any issue at the property and book and arrange support efficiently and with short time.

Update 24/11/2025
Touchstone are attempting to have my review deleted by claiming that my review is false and not based on an actual experience with them.

Original Review:
Oh boy, where do I start.
Let’s start with the appalling and reckless attitude toward the Data Protection Act 2018 and in specific the GDPR therein. It was suggested to me that I should email, yes email, my passport, wage slips and bank statements etc to a staff member’s email address and then they would email it on again to someone who could process it all. Email my identification and financial documents? How reckless? Email is not secure or encrypted or safe. I was told that it was safe and that he (the staff member) could down load my documents from the portal if he wanted to do anyway so it did not matter really. Well it does to me. Further this outfit, tell me they use Residently for their referencing. They don’t. Because Residently do not do referencing. They are just a cash cow middleman who pass on your details to Let Alliance who actually do the referencing work. So when you apply to rent through Touchstone, they get access to all your data, Residently get it and so does Let Alliance. That’s three firm have copies of all your submitted data and documents, and in each of their privacy statements, each state they will share your data with their unnamed ‘trusted partners’. Just how many firms and staff members will end up with access to our data? No one knows and no one knows where it will be stored. Hackers would have a field day if they accessed this treasure trove of valuable data not to mention any rogue staff members who need a side hustle or are harassed to download the data. Anyone remember when a PayPal employee stole more than a millions member accounts financial details? I do. I was one. Touchstone don’t care and have offered nothing in terms of security or confidence. They think that anyone renting a house is less than intelligent or knowledgeable. I may be looking to rent a house but I also own a house, and I am an ex-expert advisor to Gov UK and MoD on cyber security and intelligence security. You do not email passport copies period. You are asking for trouble. And you never trust the trust partners catchall either because that is just a way for them to tick an ICO box but not limit the, to retain your data. Touchstone have a reckless approach to data management and security. It has take four working days to get nowhere. Their partner portal is not functioning correctly and so Touchstone are happy to flippantly bypass any security the portal offered. I am raising my concerns with the ICO directly via a formal complaint.

I had an issue with my heating, and Ian sent a technician in the day. The issue was solved in record time!

I can’t get my deposit back regarding my latest tenancy. My property with touchstone has sketchy or no deposit protection scheme. This isn’t fair and will have to go down a legal route due to your bad communication management who haven’t been able to help me with this case. If I was a landlord I wouldn’t use this company at any costs.