Touchstone CPS Reviews 

Contacted Parmis regarding an issue with the lock on my door and it was sorted within a couple hours. Fantastic service.

We contacted the agency around 2.5 months ago with regards to a change of sharer which was due to happen this week. We received no response until prompted a month later. Our agent stated that we could only sign a new contract for a 36 month term which we were provided no evidence of this policy and why we could not renew on the same terms as previously (12 months). Despite contacting the agent multiple times to discuss this, the contract offer was rescinded stating I was 'unresponsive' which was utterly bemusing. Upon contacting the landlord directly, our case was transferred to a new agent whom promptly stated a 12 month contract was possible, however, this was two weeks ago and we have received no correspondence since replying stating our wish to go ahead with those terms. Myself and the other tenant have left multiple voicemails and emailed numerous times asking for an update and have received zero communication. This is causing completely unnecessary delays to both the previous co-tenant moving out and the future tenant moving in, especially considering we gave notice mid-March. My advice to any future occupant living in a Touchstone managed property would be to have low expectations, they do not seem to have much care or thought for their tenants.

A Warning to Future Tenants – Deeply Mismanaged and Unaccountable

I’m a current tenant under Touchstone, though thankfully not for much longer—our tenancy is ending soon, and not by coincidence, but by necessity. Touchstone’s consistent mismanagement, lack of accountability, and disregard for tenant wellbeing has made remaining impossible.

We reported a serious leak on 17 April—an issue that persisted for over six weeks before even a temporary fix was arranged. During that time, we were left to manually empty litres of water per day, at times overnight, to avoid flooding. No urgency, no transparency, no care.

Reporting the issue was made worse by the fact that we were never onboarded to the Residently app, which Touchstone insists is the only way to raise maintenance issues. Despite repeated attempts to gain access—and documented communication going back to September 2024—nothing was done. We were ignored or misdirected at every turn, and now, with our tenancy nearly over, it’s only just being addressed. Too little, too late.

When trying to follow up on issues, we encountered unmonitored email accounts, missing responses, and a carousel of changing contacts. Promises made verbally were never confirmed in writing. Our request for written clarification of key explanations has now gone over a week without response.

Worst of all, the leak has been running through our water meter the entire time, meaning we’re paying for the water loss caused by Touchstone’s delay. We’re expected to absorb the financial and emotional cost of their failure. And to top it off, the Property Redress Scheme requires 8 weeks of inaction before a complaint can even be lodged—leaving tenants like us trapped in limbo.

This is a property management company that deflects responsibility, withholds access, and buries accountability. Do not mistake their polite emails for competence. If you’re a prospective tenant or landlord considering Touchstone, ask yourself: would you trust a company that needs to be chased for weeks just to fix a leak?

We wouldn’t. And we won’t again.

Absolutely horrible experience so far. Started process with them about 20 days ago for a property which was advertised to be available since 27th March. I gave move in date 28th May. They took holding deposit and did references all approved on 15th of May just to be then told that they are waiting for contracts to change carpets and once they get confirmation I will be issued contract. It is 1st June today, still have no contract, I have been chasing for last 16 days with the same response that they are awaiting confirmation from the contractors. So the half term I had planned to move is ended now with my house all packed up with no confirmation of move in date.
If I have known they were going to be so unprofessional, I would have avoided them like plague.
I might have to look for another property as I have to leave this house. I will be looking to take a legal action against them for falsely advertising a property as available to move in which was not ready.

The response from Touchstone to our request for a parking permit that meets my daughter’s needs for parking her Motability car was not very helpful. As registered blind person she can only make use of her car when I am there to drive it for her, ie three or four days per month at that location. The proposed charge of £75/month is only the same as for sighted drivers resident at the property, able to use their cars every day of the month.
We had asked for permission to park in the visitor bays for more than the 24 hours without return for a further 24 hours, that currently applies at that location, for the times when we need to stay there more than just the one day, but that seems not to have been given due consideration.

Very poor communication from this company and haven’t even moved in. We are due to move in to a property in a weeks time and have had such limited communication.

Firstly have had no tenancy agreement sent to us, with one week before we are due to move in, despite me asking for the last 3 weeks when are we going to receive it. Which makes me concerned that something is wrong and that we won’t be moving in.

They are asking for us to send a security deposit and first months rent before sending the tenancy agreement and signing for the property, even though we have already sent a holding deposit. I have tried to ask if this is normal to ask for a large sum of money before even being able to read the tenancy agreement but have been unable to speak with anyone.

And then when I have tried to speak to someone as the move in date is approaching, nobody ever answers the phone or replies to the voicemails or replies to any of the emails! Initially we were told the best way to contact them is through the Residently app, which I have sent multiple messages on to which I have received no replies and then on the one off time I managed to talk to someone over the phone a few weeks ago he said ‘yeah the app has problems and isn’t working at the moment’ (how is this your best way to communicate with the team about the rental then and why not inform people of a different way to contact them)

All of this has made us very concerned to rent with them, as if this is how poor they communicate now how we will report any issues with the property, we will never get a response from them!

Feels like there is nobody actually to answer any of our questions, such poor communication which has made this a horrible stressful experiencing for our first time renting. I really don’t know what the next steps are and if I will even be moving out anymore.

Un trust worthy why did touch stone not degreas e the kitchen clean the mould from the window s and made sure there was both parts of a door bell and didn't check all the lights are working before we moved in and why do they let the maintenance put A big hole in the ceiling and then not charge them for there mistake I bet touchstone will not answer will they

Do not recommend. Had I known all the additional rules about renting with them that are not within the contract, that you get zero sight of until you’re about to move, I would not have bothered.

I’ve rented 6 homes, both privately and via an agent, and not a single one has as many rules and stipulations as Touchstone set out. You can’t even hang a curtain rail (they can hang blinds though). Yes it’s a rental but it’s also my home until I chose to move out.

Communication is terrible, no one to meet you on move in day, which I’ve never experienced - you always get a walk though, inventory and shown how things work etc. You do get a list of things that you absolutely cannot do but they can though.

Utterly ridiculous company to work with. Just extremely disappointing… happy new home indeed.

I spent 18 months in a Touchstone property. And my time there was great, with very few issues.
The communal areas were kept clean and safe.
Responses to any issues were dealt with promptly.
Would definitely look out for them if i was to rent again.

Delayed 8 months due to the property developer but a serious lack of communication and care from Touchstone.

Eventually moved in, no welcome - collect your keys from a keysafe, there's a book on the counter to answer any questions.

Property Manager was on holiday for 2 weeks but no-one advised so no questions answered.

Chased incessantly to sign off on inventory despite it coming a week late and there being issues to rectify.

Have been told that despite this being my home I cannot put so much as a thumb-tak on the wall - even the developer said "you can hang things, you just cant paint or paper the walls".

Property comes with blinds, which is great but you can only install curtains with a tension rod, which would sit behind the blind and in the window recess and prevent you opening the windows - the same reason the blind is installed where it is?!

The garden must remain communal due to warranty (?!) and if you have garden furniture you must not leave it outside - other properties must not have warranties because they're not communal.

You are allowed pets but they cannot use the garden or urinate on the grass?

You also must NOT cut that grass, we will send someone "soon" - it's about three foot tall right now.

You are told to download an app for tenant records/issues but it doesn't work, emails go unanswered - if you call you're told someone will get back to you or "that's not my department"!

I appreciate we are the first tenants and they want to keep them nice however, they are still someone's home. A Touchstone contractor could hang the pictures if they must!

A prison would be more welcoming - and have less rules.

Lovely flooring though!

Useless, absolutely useless! Avoid like the plague. No proper communication. No active progression regarding issues to be dealt with. No updates on the situation. Not sorted any of the issues at all. Told me outright lies on the phone, which I then proved as lies within 15 minutes of taking the reins myself. NOT impressed...especially for a company that gives itself so much praise in advertising its services!

I'm the joint owner of a property given to my ex-husband in 2012 post-divorce. A very big judicial mistake! After 2 years of the husband refusing to pay the mortgage, the lender finally made a move ...engaging Touchstone last year to take over the management and collect the rent to then pay to the mortgage lender - the house was still being rented to tenants by the husband. This would at least stabilize the rising debts a little.

I contacted Touchstone and gave them a mass of information. The debts kept rising. No rent was being collected. They claimed to have 'sent a letter' to the tenants but 'the tenants didn't reply'. They made no other active / positive attempt to engage with the tenants and receive the rental payments. They just ignored the situation, it seems.

Again I contacted them, and again I gave them the letting agent details who'd tenanted the property. They said they'd tried to ring them but 'couldn't get any reply on their phone number' ...despite being a local high-street estate agent....so I immediately contacted the letting agent myself and got an instant reply. They'd not heard from Touchstone it seems...so I'd been lied to. Touchstone hadn't written to them, despite the claim of not being able to get a response on the phone!

The tenants have now moved out and not one penny of rent was collected by Touchstone despite the time -scale from last year to this...so the mortgage arrears are now nearly £20,000 on top of the actual mortgage loan...and I am still liable for this mortgage, plus all arrears.

I didn't feel as though Touchstone was even trying to secure receiving the rent to pass on to the mortgage lender. They did not take the situation seriously at all - despite all my phone calls etc. - and the end result is that the tenants have now left without a penny being paid to Touchstone. The house has been put up for sale by the husband...the mortgage arrears and debts are still rising.

I am very angry that this company did not make the efforts necessary to secure the payment of rent despite the many months they had to do it. They do not appear to have done anything in fact. I don't know whether they are to be involved if the house gets a buyer. The mortgage lender is no help either...they just tell me to deal with Touchstone!! I feel very, very let down.

I just moved into one of the houses and i had some maintenance issues
LARS has been so helpful and been untop of all the issues and has created good solutions for me
I got the best service and reassurance today
I am very grateful for him

Great customer Service Person

Quick to reply and action our concerns and issues. Jess was very helpful the entire tenancy and post-tenancy

It was a pleasure to deal with touchstone staff. They all have responded so quickly and sorted out any inquiry and issues that I raised.

Property management , deal with residents in a very professional way. Lisa , resident Services Coodinator, provides always quick and resolutive answers and always giving the right solutions for any issues. Concierge as well, always carries out a good job with his cutomers.
I'm glad to live here.
Many thanks

Dolly was very supportive and responds to emails promptly. I received enough information on what is available and how to proceed with the application.

Pooja at Touchstone is a legend - swift, no-nonsense support with every question answered instantly. The app’s async reporting is a game-changer: issues are resolved fast, efficiently and completely hassle-free.

Being able to have someone listen even though nothing has been done about the issue. It was nice an official was sent in person to interact and listen. Tenants are being harassed by the parking firm with fines for ridiculous reasons. Even when they have followed instructions to the letter. No distinction made between tenants and general public. It's a profit making scheme at the expense of tenants. All the while it's ostensibly for the benefit of tenants. I feel so helpless.

Absolute joke!! We have two children under 2 we moved in the 11th. Within a day the pipes under the sink had broken obviously not put together properly in the first place. We’ve used the sink once! When I sent a picture over email treated me like an absolute mug saying you should just slot it back together after I had stated multiple times it wont! On day of moving in the keys got lost I had to rush around multiple times the agent said the house wasn’t in good condition and had to wait a further 45 minutes for the inventory pictures to be taken after having to wait and hour and half for the keys to be found! The upfront rent has been mixed up and I’ve over paid about £150 absolutely no email back no help nothing! Now being told the sink will be sorted in the next week joke! I’ve had to wash my babies bottles in the bathroom sink upstairs