The most dreadful company who never answer the telephone. My 86 year old mother rents a property from them. The latest saga. The handle falls off the only exit door in her flat. Tried the r... Voir plus
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Terrible treatment of young family in their rented accommodation. Utility room flooded after a badly installed washing machine leaked. Nearly a month no solution
I've been with Touchstone for 20 months and I like them. The property is well-maintained. Price increase after the end of the first year was small (from 2100 to 2150 GBP/month). My maintenance contro... Voir plus
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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... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
2 Crescent Office Park, Clarks Way , BA2 2AF, Bath, Royaume-Uni
- +441225838490
- feedback@touchstoneresi.co.uk
- touchstoneresi.co.uk
3,3
Moyen
691 avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 97 % de ses avis négatifs
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A Huge Improvement – Thank You, Felicity!
Before Felicity took over as our point of contact for maintenance, we had received very little response to the issues we had been reporting in the house we rent. She called this week to introduce herself as our new contact, and the difference has been remarkable.
We were experiencing ongoing problems with our electric shower, and the house builders, Persimmon, had been dragging their feet in getting it resolved. After speaking with Felicity, she took ownership of the issue and got it sorted straight away.
Felicity has a very personable and professional approach. She has kept in regular contact, followed up exactly when she said she would, and has reassured us that all of our outstanding maintenance issues will be addressed.
She is the first person from Touchstone who has genuinely seemed to care about resolving our concerns. Her proactive attitude and excellent work ethic have made a huge difference to our experience. We are extremely pleased with the service she has provided.
9 juillet 2026
Avis spontané
Réponse de Touchstone CPS
Hi Debbie,
Thank you for taking the time to share your experience with us and for your kind feedback. We're delighted to hear that since taking over as your maintenance contact, Felicity has been able to make such a positive difference. Felicity is a real customer favourite, and it's easy to see why from your feedback. We'll be sure to share your kind words with her, as they will mean a great deal.
We're sorry to hear that before speaking with Felicity, resolving the outstanding snagging issues with the developer and obtaining updates had been challenging. We value this feedback and will share it with the relevant parties to help identify opportunities to improve on service and communication.
Thank you again for taking the time to leave us a review.
Kind regards,
Touchstone
The worst property management experience
1 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Alex,
We're sorry to hear that you've had a negative experience. We'd like to understand what happened and see if we can help, but there isn't enough detail in your review for us to investigate.
Please contact us directly or reply via email to feedback@touchstoneresi.co.uk with more information about your concerns, and we'll be happy to look into this further.
Kind regards,
Touchstone
Help came when needed most
I got help in a situation of dire emergency. My tap got broken and water was just gushing out.
10 juillet 2026
Avis spontané
Réponse de Touchstone CPS
Hi Ngozika,
Thank you for taking the time to leave us a review. We're sorry to hear about the emergency with your broken tap, but we're really pleased that our team was able to provide the help you needed when it mattered most.
We understand how stressful situations like this can be, and it's great to know that the issue was responded to quickly and effectively.
Thank you again for your feedback, and we hope everything is now back to normal for you.
Kind regards,
Touchstone
Excellent communication
It's always a pleasure to communicate with Ian G, he gets things done and communication is great. Even when I send a rambling telephone message, he manages to translate my ramblings and gets the help needed promptly. Ian G is friendly and helpful and has a good sense of humour which I feel always helps.
3 juillet 2026
Avis spontané
Réponse de Touchstone CPS
Hi Elaine
Thank you for taking the time to leave such a lovely review; it's much appreciated. We're delighted to hear about your positive experience with Ian and that his communication, responsiveness, and sense of humour have made a difference. Your feedback will mean a great deal to him, and we'll be sure to share your kind comments with the team.
Kind regards,
Touchstone
Touchstone are without doubt the worst…
Touchstone are without doubt the worst company I have ever interacted with. Their communication is unbelievably poor. If they do respond to an email (which is rare) it will take at minimum 2+ weeks and rarely actually answer to question you have asked. If possible, I would strongly recommend you NEVER stay in a property that they manage.
18 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Cole,
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience and that our communication has not met your expectations. We understand how frustrating it can be when responses are delayed or when your questions are not fully addressed. Providing timely and helpful communication is something we take seriously, and we're disappointed to learn that this has not been your experience.
We would appreciate the opportunity to look into the concerns you've raised and better understand what has happened. Please contact us directly via feedback@touchstoneresi.co.uk using the ref: TP - Comms, with your property details and any relevant correspondence so that we can investigate this further and work towards resolving any outstanding issues you may have.
Thank you again for bringing this to our attention.
Kind regards,
Touchstone
Broken fridge and smelly furniture
Moved in the property on the 4th of July, there was no electricity as it was disconnected since nobody has visited the apartment for almost a month before our move date and it took until the next morning to have someone come and fix it. After electricity was fixed we've discovered the fridge wasn't working as well as the couch which still has a horrible weed and pee like smell that caused distress and panic attacks. I've emailed multiple times and tried calling but no reply was given. And when they do reply it's a maximum of 1 reply per day or per 2 days even if I reply a few minutes after.
4 juillet 2026
Avis spontané
Réponse de Touchstone CPS
Hello Marius,
Thank you for taking the time to share your feedback. We are sorry to hear about the issues you experienced when moving into your new home and understand how frustrating this must have been. We understand that moving into a new property should be a positive experience, and we regret that we have fallen short of your expectations on this occasion.
Please contact us directly at feedback@touchstoneresi.co.uk using the ref: TP – MCU with details of your tenancy and all outstanding matters, so that we can review the current situation and follow-up with the appropriate team.
Kind regards,
Touchstone
My experience with Karen was very good
My experience with Karen was very good. She explained the process to me clearly and kept me updated regularly throughout the process. It was a great and supportive service.
6 juillet 2026
Avis spontané
Réponse de Touchstone CPS
Hi Ebun
Thank you for taking the time to share your positive experience with us. We are delighted to hear that Karen provided you with clear guidance throughout the process and kept you regularly informed. Your kind comments will be passed on to Karen, and we're sure she will appreciate the recognition.
Thank you again for your feedback and for choosing Touchstone.
Kind regards
Touchstone
Thanks Allison Smart at Touchstone for…
Thanks Allison Smart at Touchstone for the professional ,and personal , way in which you handled what i thought would be a difficult situation . Cannot recommend you highly enough for taking the time to take the stress out of my life and to do it in such a considerate manner . Thank you again Allison
30 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Paul,
Thank you so much for taking the time to leave such a wonderful review. We are delighted to hear that Allison was able to support you through what you felt would be a difficult situation and help make the process less stressful.
Allison takes great pride in providing a professional, considerate, and personal service, and we're pleased that her efforts made such a positive difference to your experience.
Your kind words and recommendation mean a great deal to both Allison and the team. We will be sure to share your feedback with her.
Thank you again for your review.
Kind regards,
Touchstone
Always excellent service
30 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi John
Thank you for taking the time to leave your wonderful review for us; it's much appreciated. We are delighted to hear that we continue to match your expectation.
Thanks again.
Kind regards
Touchstone
Great communication and everthing went…
Great communication and everything went well smoothly.
25 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Aung
Thank you so much for your kind review! We’re really pleased to hear that everything went smoothly with your application and that our communication met your expectations. It’s always our aim to make the process as easy and stress-free as possible.
We truly appreciate your feedback and look forward to welcoming you to your new home shortly.
Kind regards
Touchstone
Pleasure stay at Embley road
Hi
It was a pleasure staying at embley road.
My stay was made comfortable by touch stone especially Tony Lewis,Estate Technical Manager, who was always approachable, professional and incredibly helpful. I truly appreciate all the support he provided during my time there.
24 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Muhammad
Thank you so much for your kind feedback. We’re delighted to hear that you had a pleasant and comfortable stay at Embley Road.
It’s especially great to know that Tony made such a positive impression — we’re proud to have him on the team. We’ll be sure to pass on your lovely comments to him, as I know he’ll really appreciate it.
Thank you again for taking the time to share your experience.
Kind regards
Touchstone
Excellentexcellent
Excellent. Really helpful especially Pooja Shetty. Thank you so much.
24 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Barbara
Thank you so much for your lovely feedback! We’re really pleased to hear you had such a positive experience.
Pooja will be especially delighted to hear your kind words – we’ll be sure to pass them on.
Thanks again for taking the time to share your review, it truly means a lot to us.
Best wishes
Touchstone
So far awful
So far awful, phone lines are never answered so you leave a message with contact details and nobody calls you back. Some staff when you do get through don’t actually know they’ve now taken over a new housing contract and ask you questions like you’re supposed to have the answers. We’ve also had no hot water for over 24 hours and not a single bit of communication has gone out to residents of Watson court, no solutions for a basic human right but they’ll take £1000 a month off us easily
23 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello Kirsty
Thank you for taking the time to share your feedback with us. We’re very sorry to hear about your experience, particularly the issues you’ve faced with the supply of hot water and lack of communication.
We would like to look into this and do what we can to resolve the issue for you. Please contact us at feedback@touchstoneresi.co.uk with details of your tenancy and all outstanding issues, so we can investigate and assist you further.
We look forward to hearing from you.
Kind regards
Touchstone
Still no got water meter hasn't been…
Still no got water meter hasn't been working for 11 days now
7 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello Kathleen
Thank you for taking the time to share your feedback. We’re very sorry to hear that your water meter has not been working and that this issue has been ongoing for 11 days — we understand how frustrating and inconvenient this must be and certainly isn't the level of service we aim to provide our customers.
We would like to look into this for you but were unable to locate your account details from this review, please could you contact your maintenance coordinator directly or send us a private message using the ref: TP - Kathleen with your address and contact details. This will allow us to investigate the situation fully and provide you with an update.
We appreciate your patience and the opportunity to put this right.
Kind regards,
Touchstone
Ive never met acompany more usless…
Ive never met acompany more usless than placess for people not only have they stolen our deposit . For 3 yrs in a row they have said we have a gass leak turned it off not fixed it as cadbent say we dont have a leak . Leaving a vunerable person with out gas and electric for 5 days . Yet they havnt repaired the electic light fault from when we noved in and there is lots of mold . So this firm who should by law have repaired it in a maximum of 48 hours useless company that was our landl lord places for people now touchstone lost our depos as apperntlybl they arnt the same company . to fake and aperntly fix our gass leak for rhe 3rd yr in a row talk about criminal they are the same company but want to scam tenants out of lots of deposits by pretending they arnt the same companyb so when you try to report them ro the odbusman touchstone dont exist .so they can steal your depost block your gass and not fix yohr lights while still being the same compny only more usless
18 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello Kim
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and would like to look into this further for you but we are unable to locate your tenancy from the information provided in this review.
Please could you contact us at feedback@touchstoneresi.co.uk, quoting the reference TP – Kim, along with your tenancy details and any outstanding matters. This will allow us to investigate the matter and work towards a resolution.
Regarding your difficulties contacting the Property Ombudsman (TPO), we checked and can confirm that our Bath, London, and Edinburgh offices are all listed.
We appreciate you bringing this to our attention and look forward to hearing from you.
Kind regards,
Touchstone
AVOID!
AVOID!! I would rate a 0 if I could, hands down the worst company I’ve dealt with! Rented a brand new house with touchstone as the management company, when attempting to leave the tenancy, they falsely accused and tried to charge me for damages to the property (which there was none of) to the sum of £3300 when I refused to pay such absurd false charges and challenged them on this, they then tried to act as if they were doing me a favour and reduced the damages cost to £2000. I again disputed this and had to go through the very long process of an adjudicator at the tenancy deposit scheme to make the final decision, I finally got my deposit back thanks to the adjudicator making the correct decision. Looking at other reviews I’m not the only one they have tried to do this to.
On top of this Touchstone never return your calls and won’t answer the phone.
12 mars 2026
Avis spontané
Réponse de Touchstone CPS
Hello Elliott,
Thank you for taking the time to share your feedback. We’re sorry to read about your experience and the concerns you’ve raised.
Unfortunately, we’re unable to locate your tenancy from the details provided in your review.
Broadly speaking, ending a tenancy can be complex, requiring a fair assessment of both tenant and landlord responsibilities based on the independent inventory clerk’s findings. Managing large portfolios, we understand that deposit returns do not always proceed smoothly, which is why the Tenancy Deposit Scheme provides independent adjudication to ensure fair outcomes for all parties. We’re pleased that the matter has now been resolved through this process.
Thank you for your feedback, and we wish you well in your new home.
Kind regards,
Touchstone
Helpful Touchstone Person
Tina Cox is very professional and understanding about issues. She asked if the issues was solved and when we said it was but then reoccured, she kindly asked the contractor to reattend to sort it out.
11 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello TA
Thank you for posting such a positive review – we really appreciate your time doing this for us.
We’re delighted to hear about your experience with Tina. Providing professional, responsive, and supportive service is incredibly important to us, and it’s great to know that Tina was able to assist and ensure the issue was followed up and resolved.
Your kind feedback has been shared with Tina and the wider team. Thanks, it really means a lot to us all.
Kind regards
Touchstone
Awful end of tenancy experience.
Awful end of tenancy experience.
I was renting with Touchstone for over 22 months and I moved out in May 2026. I am now trying to get some of my deposit back as I was told it will not be returned because of dilapidations with no evidence of actual costs of work done, just a quote.
I feel sad to have to be doing this review given I have always had a helpful experience with PictureLiving while a tenant. But to make matters worse today a nameless person responding from the PictureLiving email tried to intimidate me by threatening to refer the matter to credit control. I am now having to raise a dispute via TDS to get some of my deposit back, in spite of my efforts to get PictureLiving to reconsider and to just take half of deposit. On one hand I was asked to wait until next week for the liason person and at the same time the nameless person was barraging me with spurious claims about matters that were not even raised previously by their colleague. Just so unprofessional and giving Picture Living a bad name.
11 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello Stephi
Thank you for taking the time to leave your feedback.
We’re sorry to hear about your experience. Unfortunately, we’ve been unable to locate your account based on the information provided in your review. To help us investigate this further, please email feedback@touchstoneresi.co.uk using the ref: Trustpilot - SB, with your address and preferred contact details.
Once we receive further details, we can put you in touch with the team. Thank you.
Kind regards
Touchstone
Avoid this company if you value communication, organisation, or basic competence.
Avoid this company if you value communication, organisation, or basic competence.
Our tenancy at 6 Meadow House Drive was plagued by problems from the very beginning. Before we had even moved in, there were errors in the inventory, incorrect utility information, conflicting bank details being provided for payments, and constant difficulty getting hold of anyone who could actually resolve the issues.
The single biggest problem throughout the tenancy was communication. Hundreds of phone calls went unanswered. Numerous emails were ignored for weeks and sometimes months. Property issues raised shortly after moving in were left unresolved despite repeated attempts to contact multiple members of staff. We were continually forced to chase for updates, often receiving no response at all.
What makes this even more frustrating is that Touchstone repeatedly instructs tenants to use the Residently app for communication. Every email encourages tenants to contact them through the app, which includes a dedicated “Moving Out” section specifically designed for tenants giving notice.
Three months before our tenancy ended, we submitted notice through that exact system. We have screenshots proving this. Despite using the platform they directed us to use, we were later told that our notice could not be accepted because they allegedly did not receive the notification.
That response perfectly sums up our experience with this company. When something goes wrong, there is always an excuse, but very rarely a solution.
Throughout the tenancy we encountered administrative mistakes, poor record-keeping, unresolved property issues, constant changes to payment details, and a level of communication that fell far below what any tenant should reasonably expect.
Renting should not require endless chasing, unanswered calls, and repeated follow-ups just to get basic matters addressed.
This has been, without question, the worst renting experience I have had. Based on our experience, I would strongly advise prospective tenants to think carefully before entering into an agreement with Touchstone.
10 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hello Mussab
Thank you for taking the time to provide your feedback.
We sincerely apologise for the communication issues you experienced during your tenancy, as well as the challenges encountered with our app. We fully appreciate how frustrating this must have been and that this falls below the standard of service we aim to provide.
We can confirm that your notice period has now been reviewed and formally accepted. Additionally, we will be conducting an internal review of our communication processes and systems to understand why this situation occurred and to prevent similar issues in the future.
Once again, we are very sorry that your experience has not reflected the level of service we strive to provide. We hope that the remainder of your tenancy now proceeds smoothly.
Kind regards
Touchstone
I would like to express my sincere…
I would like to express my sincere appreciation for Kate Ballam, Credit Controller at Touchstone.
Kate has been absolutely outstanding in helping me resolve issues with my Direct Debit and account balance. From the very beginning, she has been professional, efficient, and incredibly knowledgeable. No matter how many questions or concerns I had, she always responded promptly to my emails and took the time to explain everything clearly and thoroughly.
What truly sets Kate apart is her exceptional customer service. Every time I spoke with her on the phone, she was friendly, patient, understanding, and genuinely willing to help. She treated me with kindness and respect, making what could have been a stressful situation much easier to deal with.
It is rare to encounter someone who combines such professionalism with genuine care for their customers. Kate consistently went above and beyond to ensure everything was sorted out correctly, and I am extremely grateful for all her assistance.
She is a real credit to Touchstone, and I cannot praise her highly enough. Thank you, Kate, for your outstanding support and dedication. Kind regards Ewelina McKenzie
9 juin 2026
Avis spontané
Réponse de Touchstone CPS
Hi Ewelina
Thank you so much for your kind words. We’re delighted to hear about your positive experience with Kate – she’ll be thrilled to know her support made such a difference. Providing clear, helpful, and friendly service is exactly what we aim for, so it’s great to see this reflected in your feedback.
We really appreciate you taking the time to share your experience, thank you.
Kind regards
Touchstone
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