I have lived my property around 3 months now and despite a few teething issues I have had some amazing support. It is extremely difficult to get anyone on the phone but email isnt too bad. The... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 peop... See more
Company replied
From inquiry to holding deposit, to reference check and collecting the keys to my new apartment, everything took 2 weeks roughly and I must say that I’m impressed by the team at Touchstone. I couldn’t... See more
Company replied
i went to my property manager Parmis Vaezi regarding repairs desperately needing done to my flat after 2 bad floodings & i could not thank her enough. from the first email she provided fast responses... See more
Company replied
Company details
Written by the company
We’re Touchstone. Renting is changing and we’re helping to shape that change. We’ve been in business for nearly 30 years, managing thousands of properties across the UK, from city centre apartments for young professionals to suburban semis for working families. With us, you’re in safe, experienced hands. If you are experiencing any maintenance issues, please contact us either by calling us or via email: feedback@touchstoneresi.co.uk with details of your property and any outstanding issues. Thank you.
Contact info
2 Crescent Office Park, Clarks Way , BA2 2AF, Bath, United Kingdom
- +441225838490
- feedback@touchstoneresi.co.uk
- touchstoneresi.co.uk
3.4
Average
657 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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I can’t get my deposit back regarding…
I can’t get my deposit back regarding my latest tenancy. My property with touchstone has sketchy or no deposit protection scheme. This isn’t fair and will have to go down a legal route due to your bad communication management who haven’t been able to help me with this case. If I was a landlord I wouldn’t use this company at any costs.
November 7, 2025
Unprompted review
Reply from Touchstone CPS
Hello
Thank you for your feedback; we're sorry to hear that you have experienced a delay in finalising your deposit. Please be assured that all deposits with Touchstone are held securely and, depending on your location in the United Kingdom, will be registered with the TDS or similar scheme.
To assist you further, we require your tenancy details as we are unable to locate your account based on the information in your review. Please contact feedback@touchstoneresi.co.uk with more information using the ref: Trustpilot B.F.G Deposit, and we will check into this for you. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone
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As a tenant I’m happy!
As a tenant, every member of touchstone we have spoke to regarding any issues we’ve had have been brilliant.
Daisy is a superstar, and deserve a solo mention for her empathy regarding an issue we’ve faced. And her problem solving skills and support. Thank you!
November 18, 2025
Unprompted review
Reply from Touchstone CPS
Hi Mia
Thank you for taking the time to share your experience with us; particularly your kind words for our colleague, Daisy. It's wonderful to hear Daisy was able to support you recently with empathy and professionalism. We will pass on your feedback to Daisy; she'll be thrilled with your review 😊
With best wishes
Touchstone
Lack of service and care.
The services in here are non existent.
I pay my rent, sit here freezing cold frightened to leave the flat for fear of being bullied and you do zero about it.
Your manager has double standards. You are told you are wrong when you use behaviours they expect me to find acceptable.
I have been asked to edit this review and will not as it is the truth.
November 12, 2025
Unprompted review
Reply from Touchstone CPS
Hello Isabella
Thank you for providing your feedback. We are sorry to hear that you are unhappy with our service; that's not what we want for our customers.
We are unable to locate your account based on the information provided in your review and would appreciate it if you could email us at feedback@touchstoneresi.co.uk with the reference 'Trustpilot Isabella', with details of your tenancy and any ongoing issues so that the team can investigate further for you.
We look forward to hearing from you.
Kind regards
Touchstone
Reached out to return empty property…
Reached out to return empty property keys and got little or no response after my sister passed away phoned and left messages to no avail and I thought we were short of good homes
November 3, 2025
Unprompted review
Reply from Touchstone CPS
Hello Alan
First and foremost, we are sorry for your loss. We regret that you had difficulty contacting us during this difficult time; please accept our apologies.
We are unable to locate the account without further information, so please contact us at feedback@touchstoneresi.co.uk with details of the tenancy. Once we have this, we will be able to put you in touch with the appropriate team to make the necessary arrangements to close the tenancy.
Again, we are sorry for your loss.
With kind regards
Touchstone
Not received the inventory
October 24, 2025
Unprompted review
Reply from Touchstone CPS
Hi
We’re sorry to see that you haven’t got your inventory yet. Please could you respond to the Trustpilot link with further information, so we can put this right for you.
We look forward to hearing from you.
Kind regards
Touchstone
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Felicity
I had the absolute privilege of having felicity, felicity is one of the kindest humans I have ever interacted with, she was so patient with me and was always ready at the end of the phone if I had any concerns, felicity has made moving such a smooth transition and I couldn’t be any more greatful if I tried, forever thankful.
November 6, 2025
Unprompted review
Reply from Touchstone CPS
Wow! Thank you, Chloe.
We're thrilled to read your kind words for our colleague Felicity following your recent move; we will ensure that your feedback is forwarded on to her; she'll be delighted. Felicity is a favourite with our customers, and it's easy to see why; she's friendly, efficient, and kind.
Thanks again.
Kind regards
Touchstone
Great job
Dean was very responsive and efficient at resolving our dishwasher issue.
November 5, 2025
Unprompted review
Reply from Touchstone CPS
Hi Clement
Thank you. We greatly appreciate your feedback regarding our colleague, Dean. We are pleased to hear that you found Dean very responsive when arranging your recent repair.
Best wishes
Touchstone
I review positively their service…
I review positively their service thanks to people like Ian who is very quick to reply and helpful on every occasion.
November 3, 2025
Unprompted review
Reply from Touchstone CPS
Hello
Thank you for sharing your experience with our colleague Ian with us; it's great to hear that Ian and the team have been helpful and responsive to any queries, just as it should be.
With kind regards
Touchstone
Although there was a long wait and some…
Although there was a long wait and some efforts to chase the contractors finally we had the work done. We are now happy with it
Thanks
Sonia
October 29, 2025
Unprompted review
Reply from Touchstone CPS
Hi Sonia
Thank you for sharing your experience with our repairs service with us; it's greatly appreciated. We are pleased to hear that your repair has now been satisfactorily completed.
Please be assured that your feedback about chasing contractors will be shared with the team so that we can improve on this aspect of our service to customers. Thank you.
With kind regards
Touchstone
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i went to my property manager Parmis…
i went to my property manager Parmis Vaezi regarding repairs desperately needing done to my flat after 2 bad floodings & i could not thank her enough. from the first email she provided fast responses & followed up with even faster actions. she is definitely experienced in showing high quality customer service & care towards her tenants issues. thank you again parmis!!
October 30, 2025
Unprompted review
Reply from Touchstone CPS
Hi Rachel
Thank you for taking the time to share your experience with us and for leaving such wonderful feedback for our colleague, Parmis; it's much appreciated.
We're thrilled to hear that Parmis was able to provide you with excellent service and care whilst overseeing your recent repairs. We will ensure that your feedback is shared with Parmis; she'll be delighted 😊
Kind regards
Touchstone
Felicity McMahon Has been amazing and…
Felicity McMahon Has been amazing and very supportive she emails me straight away and always answers any questions I may have very pleased with all the hard work she has done to help myself and my family
October 28, 2025
Unprompted review
Reply from Touchstone CPS
Hi Kerry
Thank you for providing your review and feedback for our colleague, Felicity. We're delighted to hear that Felicity was able to assist you and your family recently; that's great to know.
We will pass on your feedback to Felicity; it'll make her day!
Best wishes
Touchstone
Excessive delay coupled with poor communication
Worsed experience ever.
Move in date gone by over a month with no any clear communication. Deposit fraudently with held.
September 20, 2025
Unprompted review
Reply from Touchstone CPS
Hi Jonathan
Thank you for your feedback; we are sorry to hear that you have had some difficulties and would like to learn more.
Please email us at feedback@touchstoneresi.co.uk with the ref: Trustpilot - Deposit with details of your tenancy and any ongoing issues so that we can see how best to assist you.
We look forward to hearing from you.
Kind regards
Touchstone
The flat I moved into hadn't been fully…
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.
September 19, 2025
Unprompted review
Reply from Touchstone CPS
Hello Philip
Thank you for the feedback; we are sorry you felt the need to leave us a one star review. Finalising deposits can be a contentious time whilst all parties discuss the inventory clerk’s report and any dilapidation costs. Please contact us at feedback@touchstoneresi.co.uk using the ref: Trustpilot PG with details of your tenancy, so that we can see how we can best assist you.
Moving forward, your feedback will be shared with our Operations Team to see how we could improve our services.
Best wishes to you in your new home.
Kind regards
Touchstone
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Dean from maintenance
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.
October 21, 2025
Unprompted review
Reply from Touchstone CPS
Hi Rida
Thank you for sharing your feedback about our colleague, Dean; it's much appreciated. We're pleased to hear that Dean was able to promptly handle your issue and supported you throughout the process.
We will ensure that your feedback is shared with Dean; he'll be thrilled 😊
Kind regards
Touchstone
Only interested oin the money - supposed to be affordable housing for people on low incomes!!
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.
October 15, 2025
Unprompted review
Reply from Touchstone CPS
Hello Nikki
Thank you for providing your feedback; it may not be what we want to hear, but all feedback is welcomed as it helps us improve.
We are sorry to hear that you have been dissatisfied with aspects of our service since we took over management of your property; this is not what we want for our customers.
You mentioned repairs in your review, so we just wanted to check that you didn't have any outstanding issues. If you do, please email us at feedback@touchstoneresi.co.uk, using the ref: Trustpilot NJ with details of your tenancy and any ongoing issues, and we will connect you with the team.
We look forward to hearing from you.
Kind regards
Touchstone
Highly recommend!
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!
September 26, 2025
Unprompted review
Reply from Touchstone CPS
Hi Andrew
Thank you for sharing your experience with us and for the warm commendation; it means a lot.
It's wonderful to hear that you've enjoyed your time with us and found our colleagues, particularly Karen, helpful. It's always a pleasure to be able to convey such kind words to our teams, so thank you.
Best wishes to you for the future.
Kind regards
Touchstone
Ludicrous deduction claims, and incredibly poor management.
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.
October 14, 2025
Unprompted review
Reply from Touchstone CPS
Hello Aaron
Thank you for your feedback. Finalising deposits can be a contentious time as all parties review the inventory clerk’s report and any dilapidation costs. We are always willing to work with the TDS in order to reach a resolution for the benefit of all parties.
We apologise if you feel we fell short on this occasion. We will share your feedback with the team for review, as any feedback is beneficial for training and processes.
Please accept our best wishes to you for the future.
Kind regards
Touchstone
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Ian Giblin responded to our maintenance…
Ian Giblin responded to our maintenance issues so fast, was polite, helpful and were very happy!
October 13, 2025
Unprompted review
Reply from Touchstone CPS
Hi Amelia
Thank you for taking the time to share your experience with our colleague, Ian, with us; we really appreciate it. We are delighted to hear that Ian was able to deal with your repair quickly and without fuss, as it should be.
Best wishes
Touchstone
Lucas Bartesch provides excellent and…
Lucas Bartesch provides excellent and efficient service. He is always prompt and polite.
October 9, 2025
Unprompted review
Reply from Touchstone CPS
Hi Sal
Thank you for providing your feedback regarding our colleague, Lucas; it's much appreciated.
It's great to hear that Lucas was able to assist you. We will be sure to pass on your wonderful feedback to Lucas; he'll be delighted, as are we 😊. Thank you.
Kind regards
Touchstone
Do not obtain tenancy with these slumlords
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.
April 30, 2025
Unprompted review
Reply from Touchstone CPS
Hello Chazzle
Thank you for providing feedback. We apologise for your having experienced difficulty contacting us and being dissatisfied with our service.
We cannot locate your account with the information provided. So, at your earliest convenience, please could you provide us with some more details using the Trustpilot link that was emailed to you.
Once we receive further information, we can connect you with the appropriate team. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone
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