Touchstone CPS Reviews 

The support and guidance i received from the accommodation manager Tony Lewis over the few months about the constant conflict created by co tenants and helping to solve the crisis was commendable

I am not one to complain but this experience has been disappointing. This company are constantly chasing their tail and are a few steps behind on every issue. The service is delayed, emails are not responded to and the company is disorganised - bet they are more responsive on here compared to my emails. I have no idea what is causing this issue but it has been going on for a while and when speaking to other tenants they share the same frustration and often share their experience unprompted. Some agreed maintenance issues were not addressed even although there was written confirmation of these being completed, I didn't have keys for the property on the move in date, the parking access has been a complete nightmare and they have been unresponsive on reimbursement.

Karen Egan, what a fantastic lady, I would not have got my move without you.
Very kind and friendly but also very professional and polite.
A credit to the company.

Horrendous company moved a disruptive neighbour in below me and did absolutely nothing about the constant abuse and threats from the neighbour even my other neighbours got in touch about the situation and nothing was done, I emailed Nigel about all of this I sent him videos and pictures of all the evidence but nothing came of it I emailed your health and wellbeing support and never received even one reply I had to move overnight because of the constant threats and I’m out of pocket because I had to Pay more rent and another deposit plus a van rental, and now you’re company is trying to take almost half my deposit off me!! To paint a wall!! I’m in touch with citizens advice and my local MP and I’m also going to the newspapers so when you send me a survey asking about my experience I have never been treated like this before in my life I am a partially sighted person and also physically disabled and this is how you treat your tenants absolutely disgusting!

Derwent Living city hospital has truly been a big help with me especially when I needed a place to live in as soon as I can due to unforeseen circumstances, Karen was very responsive and understanding. Tony as well has managed and made living in Derwent feel safe. He was very supportive and responsive with concerns; 4 thumbs up. Cleaners were a big help specially on busy days and with 4 of us sharing the flat, they have kept our hallways and kitchen clean. Thank you Derwent for letting me stay there comfortably for nearly 3 years.

Atrocious customer service and extremely disappointing communication.

As long-standing, reliable tenants, we have been extremely disappointed by our experience with Touchstone Property Management. Communication has been consistently poor, and on several occasions we have been left frustrated by a lack of accountability when staff have said they would do something and then failed to follow through.

Trying to get straightforward issues resolved has often felt unnecessarily difficult. Rather than feeling listened to or supported, we have felt as though staff hide behind their laptops instead of taking ownership and actually communicating with tenants.

For tenants who have been reliable and respectful throughout our tenancy, this level of customer service has been particularly disappointing. We expected a much more professional, responsive and accountable approach from a property management company.

Touchstone made the whole process quick and easy. Emily Green was very efficient and responded very quickly to any queries we had regarding the processes. She helped to confirm payments had been made and was overall a very pleasant person to deal with making the experience of moving into our first flat very enjoyable.

The worst agents I’ve ever had. A shameless company that did nothing about rats, mould, doors being unfit in case of fire and locking us out during summers (cheap locks getting jammed due to heat) etc etc… i had a litigation through TDS against them and won. appaling

Ian is our property manager and maintenance man, he’s so so good at his job. He’s always really patient and gets things sorted for us as soon as he’s notified. We’ve never experienced such a proactive maintenance department and we’re always really grateful. He’s the best!

I had recently obtained ownership of my property and was sad to see that there were a lot of pre-existing defects, both cosmetic and functional. This can be upsetting for anyone who is looking forward to moving into their new home.

I had the pleasure of getting into contact with Felicity & Amira. They were both professional, caring, and supportive. Within a couple of hours they had organised construction workers to come to the property and fix the defects before my official move in date

Felicity and Amira have created such a positive move in experience for us and I think they are a true testament to Touchstone - Kudos

Excellent service, very proactive and professional. Dolly was amazing!

I have tried to contact you touchstone via email/phone/Residency app but nobody gets back to me ever!

Awful company! AVOID!
Property managers that ignore calls and emails.
Dangerous flaws and issues that go unfixed.
They will try to blame you for anything that goes wrong... even when you provide video and photo evidence that you are completely innocent!
They use dodgy, cowboy contractors who do more damage that what was started with.
The build quality is shoddy.
They are happy to collect your hard earned money but never happy to take accountability or get things fixed!
Shockingly awful customer service.
They also love to trap wheelchair users in their house with no warning and go against the advice of the fire service.
Worst thing we ever did was moving into a touchstone property. For nearly 2 years we have been stuck in hell with them.
Avoid!

Nothing that should have been done before we moved in was done. The house was dirty, and the garden a mess. Every wall in the house was marked. The shower should have been installed before we moved in, but it wasn't. Poor communication, promised calls or emails that don't arrive. Dishwasher not working and dirty, fridge keeps turning itself off, bed dumped in passageway, broken security chain among other things. In Lloyds livings own words; We will take reasonable steps to make sure the gas and electrical appliances, and other similar mechanical
appliances in the premises for which we are responsible, work properly and comply with relevant statutory
requirements on a landlord’s part. We will repair them at the start of and during the tenancy, as long as the
repairs are needed as a result of reasonable wear and tear. On requesting a repair for the various issues we were given this list of instructions: Unplug the dishwasher before proceeding.
Remove the filter system and residual water.
Locate and carefully remove the drain pump cover to check for any foreign objects like glass, plastic, or bones.
Check the area around the impeller for any blockages.
Remove any debris, then reattach the pump cover and re-secure the filter.
If there is still standing water, you can pour a cup of baking soda and a cup of vinegar into the bottom of the dishwasher.
Let it sit for about 20 minutes, then run a hot rinse cycle.
Now, on top of a dirty house, the chaos caused by a move, being a full-time carer and having long COVID myself and Lloyds livings own statement of equipment being in working order, I have refused to clean up more of someone else's filth. Today I have been informed that they now need to decide whether Touchstone will pay for someone to come out, or because of my refusal to do something that should have been done before I moved in, they will charge me for the privilege. Unbelievable! If I could give zero stars I would!

In my 6 years of renting in the UK, Dean Williams is easily the best Maintenance Controller I’ve encountered—always proactive and efficient!

After moving in on 3rd August, we reported a blockage and some missing furniture. Dean got the blockage fixed immediately. Even though the furniture was being handled by a colleague, he still went out of his way to assist and keep things moving.

This level of dedication and professionalism genuinely impressed me. Thank you, Dean!

Agent is unresponsive to our concerns raised in our apartment. I will definitely avoid them in the future. It's been hell of a journey since my family moved into their apartment. My son had serious episode that landed him in emergency due to the mould in the house.

Very hard to be connected on the phone
Maintenance service is not helping
Poor handover when I moved to the house
No clear advice about connections to electricity and providing company same for heat pump

Fantastic customer service. Emily Green was really great at guiding us along the way, despite some of the challenges we faced. Thanks so much Emily!

We moved into a property with a broken boiler and were left without heating or hot water for several days while it was repaired. Despite the inconvenience, no compensation was offered.

Communication with Touchstone throughout our year and a half tenancy was consistently poor. Phones went unanswered, emails were ignored, and it often felt impossible to get hold of anyone. I genuinely don't know whether they're understaffed, undertrained, or simply don't care.

The app is equally ineffective. Issues raised through it are never acknowledged, and after months of no contact they're simply marked as"resolved" without anyone ever speaking to you.

One of our biggest issues was the garden. It was uneven, full of holes, unsafe to use, and the grass wouldn't grow. After chasing for over a year, we were eventually told nothing could be done because the developer's warranty had expired. The problem was reported while the property was still under warranty, so had Touchstone dealt with it when it was first raised, this wouldn't have been an issue. As the management company, I would also expect them to take responsibility if the developer refuses to.

We only had one property inspection during our tenancy. HS arrived over 30 minutes late and only let us know she was running behind after I called her, as I needed to leave the property.

The moving-out process was just as disorganised. We had to send our notice twice before it was even acknowledged. HP told us that MB would contact us to arrange the checkout inspection and key handover, but that never happened. We sent three further emails without receiving a single response. In the end, we had to leave our keys with the estate agent advertising the property, despite being told this wasn't the usual procedure. Even the estate agent struggled to get hold of Touchstone. We weren't informed that our keys had been collected or when the checkout inspection was going to take place. Instead, we later received an email saying we owed three days' rent, which would be deducted from our deposit. While it turned out we technically did owe those three days, we had specifically emailed beforehand to check that our final rent payment covered us until 3 July, and HP confirmed that it did. It later transpired our tenancy actually ended on 30 June. Had we been given the correct information, we would simply have moved out on 30 June. Instead, we ended up paying extra because Touchstone failed to read or respond to our email accurately.

To make matters worse, after we had moved out—but before they had even acknowledgedour departure—we continued receiving emails from HS asking us to book our annual inspection. She had clearly not been informed that we had already vacated the property, despite being copied into our notice email.

When it came to returning our deposit, communication suddenly became very prompt while we were disputing deductions. However, as soon as we agreed the amount, HS stopped responding. After two unanswered emails, I finally received a brief reply to my third email telling me that the process took time and that I needed to be patient. Had that process simply been explained from the outset, it would have avoided unnecessary frustration.

Overall, Touchstone failed us at almost every stage of our tenancy. From maintenance issues and poor communication to the moving-out process and deposit handling, the experience was consistently stressful and disappointing.

I would not recommend Touchstone to anyone. In fact, I would actively encourage people to avoid them. They seem to forget that they are dealing with people's homes, finances and wellbeing.

I'm sure that now I'm posting this publicly, someone will reply offering to investigate. Unfortunately, it's far too late for that. The damage to our experience has already been done. Instead of responding to negative reviews after the fact, focus on looking after your customers properly in the first place.