Touchstone CPS Reviews 627

Worsed experience ever.
Move in date gone by over a month with no any clear communication. Deposit fraudently with held.

The flat I moved into hadn't been fully repainted at the start of the tenancy. When I moved out they wanted to to take money out of my deposit for "decor" despite me explaining to them that I left the flat in a better conditon then I found it. Over a month since I've moved out and I still haven't heard back from them. The shower didn't work properly, I raised this as a fault on their system while I was living there and it was never resolved. They told me I was responsible for paying the water bills when actually it was included in the rent so I paid for a bill unnecessarily.

This review is specifically for dean in maintenance. He has been a great help to me. Really appreciated the speedy and supportive service from him.

I have been with Touchstone since they took over the proprty I currently live in for almost 4 years. Since they took over they have increased my rent substantually whilst providing little or no value for money - repars are done as cheaply as possible if at all.

I had a wonderful experience with Touchstone. Throughout my tenancy, they were always responsive and made sure my concerns were promptly addressed. The checkout process was smooth and hassle-free. I especially appreciate Karen’s professionalism and timely support whenever I needed assistance. I highly recommend Touchstone to anyone considering renting with them!

We luckily secured all our deposit through TDS, but they made absolutely ludicrous deposit deductions and based on incorrect information, which we disputed and won. They weren't even aware of what rooms were currently in the house and decided to deduct completely fabricated claims at the end of our tenancy. Furthermore the property was given to us in an un-clean state, with a hilariously overgrown garden, mould in the front room. When these issues were raised, there was a complete disregard for the underlying issues. Luckily we went to TDS and got all our money back, but after 3 months they essentially just ignored all correspondence from TDS to lengthen the time it took to get the deposit back. Very poor practice, and poor management, would highly recommend avoiding.

Ian Giblin responded to our maintenance issues so fast, was polite, helpful and were very happy!

Lucas Bartesch provides excellent and efficient service. He is always prompt and polite.

We received a letter in April to say that Touchstone were acquiring the property that we had been renting, and since then they have been nothing short of an endless nightmare. Countless emails from us to the company have been simply ignored, and during such an anxiety inducing and worrisome time, they sent immediate and threatening letters saying that we had not made our rent payment, when in fact, the rent had been paid to our prior landlord. I had to take time off work due to my mental disabilities being exacerbated by their lack of communication or insight into what the hell was actually happening with our tenancy. We have children at the address, and after months and months of receiving absolutely ZERO responses, we made the hurried decision to vacate the address. Tell me why we left the property in August and yet we have only just been able to meet and hand over the keys. Touchstone have been illegally withholding our deposit & refuse to shed any light or provide any updates on the situation, to the point where we are now seeking legal action. For the last 8 weeks of the tenancy at our prior address we had no washing machine, no hot water and there was an electrical fire (due to dodgy wiring) that was left unaddressed for a full week. If you can at all avoid holding tenancy with touchstone, please ensure you do so. They have brought nothing but misery, depression, anxiety and distress into our lives, please, please, please spare yourself the pain if you can help it. Like I said, I have been dealing with this since April 2025 - it’s now October 2025 and we STILL have not resolved the situation, even though we have trails and trails of email threads that have been left unresponded to. Touchstone do not care about you or your wellbeing.

Very helpful support team. Prompt replies

I have had the best experience working with Pooja Shetty over the last few years. Although she deals with a high volume of clients, she's extremely responsive and empathetic to your circumstances, and at the same time, extremely professional. I have contact Pooja numerous times outside of the offer and move-in process and each time she has helped me to get to a good outcome. She's extremely good at her job and I would highly recommend if you get the opportunity to work with her.

A special thanks to Pooja for the excellent support and great communication.

Had problems with my heating.A phone call with Stephane fixed it.A superstar

Louis has appalling customer service - please invest some money into some courses so he can get better trained in this area

The car park gate remains broken after 4 weeks

Felicity has such an empathetic approach and has been incredibly kind and reassuring in her communication. It is great to know that we have such an approachable point of contact, thank you so much!

Tried renting a property with them recently, even went for viewing, when my wife's employer's reference was pending we spoke to the reference agent and provided them with necessary documents and even asked if they want HR to contact them directly, they said they now have all they needed, only to be turned down by the letting agent that my wife's employment reference was not successful, I immediately spoke to the referencing agent to ask why such a feedback if they themselves said they have all they needed, and they confirmed same and ask we tell the letting agent call them directly to discuss this, I came to the conclusion that there was more to this, because if the referencing agent is saying something else and the letting agent is saying the decision was based on the reference and insisting nothing can be done, then this is highly unfair. I even asked if they can review this again and if they need any information I would provide, but they said no, I even offered to get a guarantor but they said not for a mid rent, but on the initial form they asked if we can get a guarantor, at that point I knew there was more to this. I read feedbacks from others here during the application and had my doubts, but I can confirm same. I don't think there are any process that can't be reviewed most especially if customer considered it to be unfair, but insisting nothing can be done really shows there are more to it.

The company gave a quick response to my request and I feel confident that the issue will be dealt with promptly.

Ian has been dealing with all of our maintenance issues ever since we moved into the flat. It’s been about 4 years now, I always appreciate the quick replies and arranging to send the appropriate people out to the flat to get it the issues resolved. All of our complaints are handled professionally by Ian and knowing that Ian can help us with even the smallest maintenance issues, makes me feel safe living in our current flat.

We gave notice on 26/05/2025, paid £500 for remarketing, vacated the property on 31/07/2025 and passed checkout with no issues. Keys were returned on the same day. Despite our full compliance, Touchstone delayed remarketing for 6 weeks, only listing the property on 11/07, and advertised it as available from 29/08. This deliberate delay left us unfairly charged for rent in August, even though we no longer lived there.

We also had to arrange their pre-exit inspection ourselves, something that should have been their responsibility. Communication was poor, with contradictory responses and a lack of accountability. Even after checkout, they attempted to deduct rent from our deposit, which is unreasonable and unfair.

This company shows unprofessionalism and neglect towards tenants. I strongly recommend avoiding Touchstone if you value fair treatment and transparency.

Really angry. My boiler seems to have issues annually even though it's new. Again it was time for it's annual problems. I called 8.30am on a Saturday and an engineer called me at 10am asking for a video of the boiler which I did. He said he would come at 2pm only he didn't because his van broke down and he couldn't call me as his phone had died but he will be with me at 4pm. He arrived at 4 and as suspected it needed a part so promised to return the next day at 4. I felt instinct tell me this wouldn't happen and of course after waiting until 4 I find out nobody is coming as it is to expensive to send someone on a sunday. I am not classed as high importance because I have no children even though I have no shower now. Im sick to death of being a tax payer in this country. Unless your popping out kids and sponging you get nothing!! Now I have a 3rd day with no hot water and I am supposed to be working on the Monday so what about my expenses. Despite paying so much rent they won't send someone. Tomorrow there will probably be a sudden gust of wind which will stop it from getting fixed. Nobody even calls me to update me, just leave me expecting someone to come.