Touchstone CPS Reviews 

We conduct maintenance works for Touchstone through all different property managers liaising with us.
Ian Giblin has been very helpful and always ready to answer our updates and provide great information. If we need more information on a job to assist our contractors on site he will always find out.
Always a pleasure to deal with the team to support us efficiently.

Touchstone recently helped me with a broken appliance, and the service was outstanding. From my first contact, Matthew Johnstone provided clear updates, acted quickly, and made the whole process simple and stress-free.

Everything was arranged in a matter of days, and the work was carried out seamlessly. The communication was prompt and informative at every stage, and I felt fully supported throughout.

A great example of professional, customer-focused service – I couldn’t have asked for a smoother experience.

Recently my husband passed away and I notified touchstone as it was a joint tenancy. I was emailing Daisy Maggs and Daisy was an absolute star very caring and understanding just a real asset to your organisation. I was really worried but Daisy was very supportive and explained everything to me which was a big
help. Daisy should have recognition on the supportive, kind , professiolism that she provides the tenants. It's a big thank you from Robert Bamford

This outfit it beyond frustrating, had a shower leak (I’m on a water meter) which took over a week to resolve and that was only after constant calls and follow ups. Nothing with this company is easy, when you have an issue you have to raise it via the app, send videos and pictures of the problem, only the app doesn’t let you load videos and pictures so that adds in delay, after logging the issue I get an email back from Rosie asking for the videos and pictures which was sent immediately, roll onto 4pm that day when I get an email asking how long after turning the shower off does it stop dripping (it doesn’t as was clearly pointed out in the original call)
If I’d descaled the hose and shower head and if when I took the shower hose off did it still leak from the shower unit
I replied by 4:30 and then nothing no response so reply, I follow this up with a call on Friday to be told that ‘a contractor would be instructed’ and this would also be confirmed by email, email
Confirming what was said was sent late Friday afternoon, meanwhile the shower is leaking 4 litres of water an hour
Roll on to Monday nothing from them at all, we’re now up to 6 litres of water an hour.
I email on Tuesday while at an outpatient appointment and get an email back that a contractor will call me shortly, they do and the call out is arranged for 2:30 that day, brilliant, no it’s not! I then get an email from Rosie stating that the call out is confirmed for Thursday ! I call the contractor only to be told that Rosie had cancelled the call out stating that another contractor was coming out that day. When I call Rosie to ask why she’s changed the call out she says it’s because the ‘original’ contractor has confirmed they have ordered the parts and they can’t come till Thursday, I ask her why she told the other company she had arranged a call out for the same day with another company, but apparently she couldn’t answer this because I was ‘angry’. I tried explaining the cost of the water and why she thought it was ok to wait ? Anyway roll on to Thursday the contractor turns up at 4:45pm! He has visited the property many times so I know him well, turns out not only does she not do he job but she also tells porkie because he confirmed he wasn’t given the job till the Thursday and had bought the part that morning after being given the job!
I get she hates me but when you pay the extortionate amount of rent that we’re being charged I expect a better service than this
Since living here they have left me 17 days with no cooking facilities, 4 months with no washing machine, 4 days with no heating or hot water on January when it was freezing outside, and 9
Months with no fence between two properties, I raised a call last October about the shed and the other fence which is swinging about in the breeze and had a resolution date of the 17th January 2025, still waiting for them to show up for that one 🤣
The standard of service is a joke and isn’t reflective of the premium rents that we pay but it must be a Touchstone thing because the lack of response and stances of service is not limited to Rosiep

All the process of tenancy was made very easy and the staff quite professional and competent

Dean was really helpful and understanding and very quick to help raise issues with the property and make sure they were fixed. Jess was also very efficient and friendly and responded quickly to questions about the tenancy. It's difficult with outsourced companies and the system itself isn't great, it feels like there are so many layers to getting something done but the two specific members of the team helped us to navigate the issues and made the process smoother. Thank you : )

One early morning recently, I had to contact the emergency maintenance team for help with a mini-emergency involving a self-locking internal door.

My partner was staying with me for a few days while his own flat was being decorated. He is categorized as a vulnerable person, so it was important that he remained trapped in the living room for as short a time as possible. He was, unlike me, physically unable to exit the living-room via the French doors on the ground floor.

The matter was resolved swiftly and without fuss when a joiner arrived within the hour.

The cause of the self-locking latch remains a mystery - it was likely wear-and-tear - but it has now been replaced.

Shout-out to Lewis Small, Edinburgh Property Manager, who helped to ensure smooth running.

Great experience with maintenance issues that needed to be rectified in my parents apartment. Communication from Dean in the London team was exceptional, fully updated me with work needed and the process involved, advice given on what to expect with works needed was very detailed, and i was able to communicate this back to my parents with ease. I can’t rate Dean highly enough, and i am very pleased with the ease of working with him for a solution to the ongoing problem, that has now been rectified since he took over maintenance on our block. My faith in touchstone to do the right thing has been restored.

I have had a great move in experience, any issues picked up and sorted immediately. Lyndsey in particular has been amazing at making sure everything required has been dealt with properly and quickly.

Stuck in an unrelenting situation. Been placed in hands of this company as my landlord defaulted on the mortgage. Took nearly a year and 3 emails to get a response about ending the tenancy. Offer did not work for us so suggested another option. Once again waiting for a response. Months in. Will it take another year? Not even an acknowledgement sent to me explaining why is taking so long. You do not run a business like this surely!

Daisy has been very helpful, and so far answered any questions I have i am really pleased with the help and information given so far

Touchstone have been incredibly efficient from start to finish. Felicity was always understanding and made us feel very welcome. Would recommend to anyone that would listen!!

Allison Smart was very helpful when I called regarding some questions I had. She was very polite and answered all my questions thoroughly. Allison was also helpful in telling me was account was in credit and the reasoning why. I was able to request the credit through her direction with ease.
Thank you.

Alison Smart is the best staff member they have at touchstone, she has always managed to sort out any issues and has been very helpful the last few days ☺️

Touchstone has been an absolute pleasure to deal with throughout our tenancy. Every problem, from minor issues to major concerns, was handled beautifully and with remarkable efficiency.

I would particularly like to extend a huge shout-out to Felicity McMahon and Pooja Shetty. Their professionalism and dedication truly stood out. They managed our move-in and move-out process seamlessly, ensuring all our needs were met with care and attention. They consistently took the time to call us and clearly explain any situations, which was incredibly helpful and reassuring.

Having stayed at a Touchstone-managed property for a year, I can wholeheartedly recommend them. Their commitment to tenant satisfaction is evident, and we had a very positive experience.

Absolutely disgraceful company. I had nothing but leaking if not flooding boiler. When calling out of hours they said they wouldn’t be sending there worker because I was apparently being rude. Okay so let the water from the boiler keep flooding. They also accused me saying I damaged the property because I have a dishwasher which was attached to the sink taps, and it was causing the leaking from boiler. So to keep the peace I sent back the dishwasher to Amazon. Happy days . So again the boiler was flooding again , so I am baffled so it couldn’t be the dishwasher, any Touchstone sent a email saying you have damaged the property. So I rang them and I said I wouldn’t be paying any rent for unfit unhealthy poor damp conditions. And it doesn’t stop here, we also have some sort of spiders mosquitoes what ever they are infestation and they were in my cupboard where the dry food is, so I had to throw all out. So at this moment in time I would not be paying any rent for poor, unfit, unhealthy, conditions as I am asthmatic. And because she reluctant that I definitely damaged the property, I will take to court as there wasn’t a full assessment done to say it was the dishwasher. What a bazaar. Absolutely stupid . So I will await a notice to leave.

They came quick and fix the problem.
I gratly appreciate it for the prompt response.

Touchstone have been terrible to get into contact with. We have had no working oven for a few weeks and now no hot water for about a week and a half. This happened over a weekend and I emailed on the Monday as I knew that they were closed, I then chased it up the Monday after as I'd heard absolutely nothing. It is now Thursday and still no reply.

We have two children, this is completely unacceptable.

We have also realised that our fridge freezer is not working properly and I do not hold out any hope of getting that sorted out either.

We have recently been given notice to leave so a big part of me thinks that the lack of help is to do with that. Although, looking at other bad reviews, maybe not!

Felicity has been amazing, gone above and beyond for me and my family, answered all questions quickly, and even if it has taken a bit longer shes kept the setting of expectations up, explained everything and made the moving process the smoothest I've ever had!! (She need a bonus or something for her work *hint hint managers*) felicity is the kind of person you pray / hope for when it comes to moving.

Allison Smart from touchstone has been a massive help. She was completely understanding and empathetic to the unfortunate situation I found myself in. The issue was dealt with sensitivity and urgency. The company are lucky to have her.