Touchstone CPS Avis 

My husband and I saw property flat 13 James close (derby) on the market. We went through all the processes and made the payment. Now let me know why two days for us to get hold of the key, we get an email that there's a problem in the flat and so we should temporarily stay in flat 59. It's been two weeks of us being in flat 59..no timeline from the team (Annabelle and Lydia). They keep telling us they can't give a timeline. If this is not bait to get flat 59 occupied, then then what is it? Why put a property out there if it is not ready for human settlement? Why take all those monies if you haven't done your checks?Why even wait for us to make full payment before comimg to tell us something different? It's extremely horrible and we demand that the right thing should be done or our monies given to us so we can get something better! You can't go about keeping people waiting. It's high time you all do the right thing! We can't fully settle in flat 59 because we don't know when we will be asked to move to flat 13. All our luggage are left unpacked. We demand answers!

Fecility has been absolutly amazing. She is warm, welcoming, approachable, friendly all while being professional. Nothing was too much trouble. This is the first time we've rented through an agency (has always rented via the landlord themselves) and she made the process so easy and I didn't feel like I was being judged when I asked basic questions. At some points I felt like I was talking to my best friend rather and a professional. To build a rapport on that level with someone over the telephone without meeting them requires alot of customer service skills. After we moved in I noticed there was alot of pet hair which wasn't cleaned (I am allergic to certain animals). After informing Fecility she very quickly made arrangements with Scarlett to get the carpets cleaned as soon as possible. Scarlett has also been fabulous too! Scarlette was also warm and friendly and she encouaraged me to save her number in case I need her for future repairs/maintence.

These two ladies are an absolute credit to touchstone. It's a shame that Fecility is moving to a different departement but I wish her all the best for future.

10/10 customer service from these ladies and I'm sure this level of service will continue throughout our tennancy.

Thank you very much ladies.

My experience with Touchstone was extremely disappointing from start to finish.

Following the end of my tenancy, I was presented with a claim of over £2,300 for cleaning and redecoration despite the check-out report only recording a domestic level of cleaning and minor cosmetic issues such as faint marks and slightly patchy paintwork. This figure was significantly higher than my entire deposit of £1,730.77. The claim was later reduced substantially, raising serious questions about how the original figure was calculated in the first place.

I was informed that a dispute would be raised with the Tenancy Deposit Scheme (TDS) on my behalf. After waiting two weeks and hearing nothing further, I contacted TDS directly and discovered that no dispute had been raised at all. I therefore had to initiate the process myself to ensure the matter progressed.

Communication throughout was consistently poor. Emails frequently required chasing, responses were slow, and updates were rarely provided proactively. This was not limited to the deposit dispute. During my tenancy I experienced similar issues when attempting to arrange follow-up works that had been left incomplete by contractors.

The dispute then dragged on for more than two months. Despite being given every opportunity to support their claim, Touchstone ultimately failed to submit evidence to TDS within the required deadline.

Even the undisputed portion of my deposit was not returned within the timescales I was given and required further chasing before it was processed.

In the end, I recovered my entire deposit of £1,730.77, but only after repeatedly chasing, escalating matters myself, raising the dispute directly with TDS, and spending a significant amount of time dealing with issues that should never have arisen.

The most frustrating aspect was not the dispute itself, but the lack of organisation, poor communication and repeated administrative failures throughout the process.

Based on my experience, I would strongly advise prospective tenants to keep detailed records of all communications and carefully scrutinise any proposed deductions.

I'm singling Lucas out for this review. Ever since he took over the portfolio management from his predecessor Dean we've had a marked change in service. Lucas is a great PM who went above and beyond to sort out our recent oven change at our flat. He was sensitive to our concerns, patient and brought in fantastic contractors who were also extremely conscientious and thorough. Top job.

Extremely disappointing and concerning experience with Touchstone and the handling of our move-in at 85 Fillenham Way.

Shortly after receiving the keys, we discovered the boiler was not working. After multiple calls throughout the evening, we were passed between different out-of-hours services who either could not assist or contacted the wrong company entirely. My pregnant wife and I were left overnight in a freezing property with no heating or hot water and had no choice but to book a hotel ourselves.

The following day, after still receiving no proper resolution, I arranged and paid privately for a Gas Safe engineer to attend. Upon inspection, they discovered the gas connection had been disconnected from the mains supply and there was an active gas leak. Cadent had to attend and repair the supply before the boiler could safely operate.

This was an extremely serious safety issue that should never have been overlooked before handing over the property to tenants. The fact that we were initially told this did not qualify as an emergency despite my wife being pregnant was incredibly worrying and unacceptable.

To make matters worse, incorrect address information was also provided to the council for council tax purposes, which nearly resulted in fines and additional stress having to resolve errors that should never have happened in the first place.

While Danielle did attempt to help where possible, the wider process, emergency response handling, and communication failures were deeply disappointing. We were effectively left to resolve a potentially life-threatening situation ourselves.

In addition to the gas issue, there were multiple other maintenance and safety concerns identified within the property immediately after moving in, which added further stress to what should have been a straightforward handover.

I sincerely hope procedures, safety checks, and emergency response processes are reviewed so that no future tenants experience anything similar.

I had a good experience renting a flat through Touchstone in Edinburgh. The team was professional, responsive, and helpful throughout the process, from arranging viewings to handling the tenancy paperwork. Communication was clear, and any maintenance issues were dealt with reasonably quickly. The renting process felt straightforward and well managed overall. I’d recommend them to anyone looking to rent

Avoid this poor excuse of a company as they will just ignore you and refuse to do what you paid for. Sent a email on 28/04/26 due to an increase in cost of gardening yet no work has been conducted for a long time and everything is overgrown and becoming unsafe. My young child had been hurt due to the nettles encroaching well onto the path. They ignored that email so sent another in the 11/05/26 following up and also attached some photos to show how bad it was. Again as of the 18/05/26 they have still failed to reply and ignored me. This isn't the first time so will be sending another email informing them I will be withholding payment until they actually respond and complete the work we are paying for. If they want to take it to court more than willing but let's see if they will act like adults instead of little kids.

Everything was seamless and fast. I had my questions answered appropriately.

I wish it was possible to give 0 stars because Touchstone CPS don’t deserve even 1 star.

AVOID THEM AT ALL COSTS!!!

My partner and I moved into a property managed by Touchstone CPS and quickly noticed leaks after using the shower. We reported the issue multiple times through emails and phone calls, but nothing was done.

It got so bad that I had to submit a formal complaint before a contractor was finally sent out. Unfortunately, the leak happened again shortly afterwards — and once again, nothing has been properly resolved.

We’ve received countless promises that “someone will call back” or that “the matter is being handled,” but nobody ever follows through or we’re sending someone today and nobody shows up.

The lack of communication, accountability, and urgency has been incredibly frustrating. Dealing with Touchstone CPS has honestly been a nightmare.

AGAIN AVIOD THEM FOR THE SAKE OF YOUR TIME AND SANITY

I had a conversation with Lewis small,he was extremely thoughtful and kind too listen too my complaint and the stress I feel ,very helpful

I would give the rating a minus 1 if I could. Customer service disgraceful. No communication no matter how many emails and phone calls you make. Natalie Johns ignored us when we were trying to get clarity on our application and was ignored multiple times then all of a sudden replied with one email saying we failed. Terrible service and should be ashamed.

Were okay during my tenancy in the newly built Foundry in Glasgow. A few teething issues with the new property such as swapped meters, incorrect intercom allocations, poor building work and issues with waste management. Sadly once I left the property they ceased all contact with me regarding return of my security deposit and I have still been unable to receive a response from touchstone one month on from ending my tenancy, with still no sign of my deposit to be returned. Dissappointed overall with their management.

Edit 06/05/26, magically got a reply from touchstone a day after posting this review - take from that what you will :)

It was easy to understand the process, communication accuracy was good, transparency, and what was asked was done and solved. Was a great experience.

I had such a good experience with the team during my tenancy. My tenancy was soo comfortable and easy going because of them. Annabelle, Charlie, Emily were all soo prompt and helpful. Much appreciated!!

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...