Touchstone CPS Reviews 617

I am leaving this review after more than five years of unresolved maintenance failures that have put my health and safety at risk.

Over this period, I have repeatedly reported dangerous faults, water leaks, out-of-date fire alarms, and numerous other issues. These reports were made through the correct channels, many of them multiple times, and were consistently ignored or inadequately addressed.

It was only after I began leaving public reviews at the end of last year that the company finally acted on two issues: a long-standing leak and the obsolete fire alarms. While these should never have been allowed to persist in the first place, the majority of serious faults remain unresolved, including unsafe issues and defects that have now directly caused mould to develop in the property.

The presence of mould as a result of ongoing neglect is unacceptable and has serious implications for health. This situation was entirely avoidable had the company acted responsibly when the issues were first raised—years ago.

What makes this situation worse is the company’s misleading public responses to reviews. They repeatedly claim they have “reached out” to me. This is categorically untrue. At every stage, I have been the one forced to chase, call, and follow up. Any action that has occurred has only happened after persistent effort on my part and public scrutiny.

This is not a case of minor inconvenience—it is systemic negligence, poor record‑keeping, and a failure of basic duty of care. No tenant or homeowner should have to endure years of unresolved hazards while being told publicly that the company is proactive when it demonstrably is not.

I have no confidence whatsoever in this company’s ability to manage properties safely or honestly. I strongly advise anyone considering using them to think very carefully and to keep detailed records of every interaction, as verbal assurances have consistently meant nothing in my experience.

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.

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.

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

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

Maddy at Touchstone immediately took action to remedy my issue & Graham (Scorpion) did an amazing job

Two weeks of a leak in our bathroom ceiling and we have been ignored...

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

Terrible experience with this company, have to email them several times to ever get a response. Very poor customer service.

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

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