0% lettings valuation accuracy
96% lettings fee satisfaction
Apr 04,2017
Apr 04,2017
2
people found
this helpful
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Our experience with Touchstone was easily the worst experience I've had in all my time renting properties in the UK and Europe over the last 17 years. Here is an abbreviated list of issues we had with our property:
The external cupboard door to the freezer was broken, it should be attached to the freezer door to open with the external wooden cupboard one. We attempted to fix this but realized this needed replacing. Reported to James
Mice in block can be heard in the walls and ceilings. Pestokill were sent round to fix this and filled the holes under the sink and washer/dryer with foam and steel wool. They put in so much foam the wooden skirting board that covers the gap beneath the cabinets could not fit flush with the second half (the long piece was broken when we moved in) This was reported but not repaired. However they returned and Pestokill failed to come back when we asked for them. We have filled the rest of the holes and removed all the old traps (with one dead mouse) that was found to have been installed before we moved in, which explains the smell when we moved into the flat. Since we have filled in the holes no mouse has been seen in the flat. But they can still be heard in the ceiling and walls at night.
Three of the kitchen lights were not working when we moved in nor was one of the hall way lights. We have replaced them all.
Two of the tiles were broken in the shower, directly beneath the shower head. This was reported and has been repaired.
The bathroom ceiling was covered with mould and tearing paint, we have removed the paint and reported it needs treating properly and re-painting. This still has not been done.
The bathroom heater was rusting and had pealing paint. We removed the rust and re-painted the cover.
The lock to bathroom door was removed by Fireman when my mother-in-law got stuck in there. We called Touchstone at the time and asked to send out a maintenance person to remove the lock and let her out, they told my partner to call the fire brigade and then hung up. So we had no choice but to instruct them to remove the lock and get her out. I then reported the lock needed replacing, it was not replaced or repaired.
The font door handle is loose and needs fixing. Again, reported but not repaired.
The Bin Stores was repeatedly broken into by vagrants, leaving used needles, duvets, bags containing food and cloths and on several occasions feces in the bin store. This issue persisted over a course of 10 months and was constantly reported with the two attempted repairs being so poor they lasted less than a few days eachtime. The local police were even involved along with the local fire bridgade due to the level of distress it caused residents in the building along with the violations of health and safety and being braking an entering it was a criminal matter. The vagrants stored stolen goods in the property and on one occasion at 3am started a fire which meant he building had to be evacuated.
The secure doors to the car park were broken for one year, voiding all residents vehicle insurance not too mentioning decreasing the security of the block because not all external doors from the building to the car park were secure.
One block had no lock on the door between the outside door leading to the car park, just a big whole where the lock used to be housed. At one point this led to someone breaking into the meter cupboard under the stairs, leaving a lot of used and broken needles behind. At this time the hallway lighting was also broken so you can imagine coming home late knowing someone is using heroine behind one of the doors.
The building itself is presented and occupied by young professionals, although from the description of the building you'd be forgiven for thinking I've been describing a slum. Which is fitting because that's often how it felt, albeit one that required £800 per month.
The external cupboard door to the freezer was broken, it should be attached to the freezer door to open with the external wooden cupboard one. We attempted to fix this but realized this needed replacing. Reported to James
Mice in block can be heard in the walls and ceilings. Pestokill were sent round to fix this and filled the holes under the sink and washer/dryer with foam and steel wool. They put in so much foam the wooden skirting board that covers the gap beneath the cabinets could not fit flush with the second half (the long piece was broken when we moved in) This was reported but not repaired. However they returned and Pestokill failed to come back when we asked for them. We have filled the rest of the holes and removed all the old traps (with one dead mouse) that was found to have been installed before we moved in, which explains the smell when we moved into the flat. Since we have filled in the holes no mouse has been seen in the flat. But they can still be heard in the ceiling and walls at night.
Three of the kitchen lights were not working when we moved in nor was one of the hall way lights. We have replaced them all.
Two of the tiles were broken in the shower, directly beneath the shower head. This was reported and has been repaired.
The bathroom ceiling was covered with mould and tearing paint, we have removed the paint and reported it needs treating properly and re-painting. This still has not been done.
The bathroom heater was rusting and had pealing paint. We removed the rust and re-painted the cover.
The lock to bathroom door was removed by Fireman when my mother-in-law got stuck in there. We called Touchstone at the time and asked to send out a maintenance person to remove the lock and let her out, they told my partner to call the fire brigade and then hung up. So we had no choice but to instruct them to remove the lock and get her out. I then reported the lock needed replacing, it was not replaced or repaired.
The font door handle is loose and needs fixing. Again, reported but not repaired.
The Bin Stores was repeatedly broken into by vagrants, leaving used needles, duvets, bags containing food and cloths and on several occasions feces in the bin store. This issue persisted over a course of 10 months and was constantly reported with the two attempted repairs being so poor they lasted less than a few days eachtime. The local police were even involved along with the local fire bridgade due to the level of distress it caused residents in the building along with the violations of health and safety and being braking an entering it was a criminal matter. The vagrants stored stolen goods in the property and on one occasion at 3am started a fire which meant he building had to be evacuated.
The secure doors to the car park were broken for one year, voiding all residents vehicle insurance not too mentioning decreasing the security of the block because not all external doors from the building to the car park were secure.
One block had no lock on the door between the outside door leading to the car park, just a big whole where the lock used to be housed. At one point this led to someone breaking into the meter cupboard under the stairs, leaving a lot of used and broken needles behind. At this time the hallway lighting was also broken so you can imagine coming home late knowing someone is using heroine behind one of the doors.
The building itself is presented and occupied by young professionals, although from the description of the building you'd be forgiven for thinking I've been describing a slum. Which is fitting because that's often how it felt, albeit one that required £800 per month.
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Apr 11, 2017
Hi. I am very sorry to read that you have been experiencing difficulties with our Leeds office. Please could you contact me via [email protected] with details of your property and who you have been dealing with, I can then escalate the matter with the office manager. I look forward to hearing from you. Kind regards Penny Graham, Touchstone CPS Ltd
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Latest Reviews
5th Aug 2020
reviewed by 'Michael'
29th Oct 2019
reviewed by 'Jacqueline'
10th Apr 2019
reviewed by 'Blair'
Opening Hours
Address
Touchstone CPS Ltd
Retirement Rentals, 2 Crescent Office ParkClarks Way
2 Crescent Office Park, Clarks,Bath
Somerset
BA2 2AF
01225 838360
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 96% | £600 | £1,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 27 | 0 | 0 | 0 | 0 | 0 | 1 | 0 |
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Aug 05,2020
Aug 05,2020
0
people found
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My mother enjoyed some happy years in Parkfield Court and when her health declined and she had to be transferred to a nursing home Kelly Egan was very helpful and made a potentially arduous situation very easy. I can't thank her enough and would recommend ...
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Aug 06, 2020
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Hi Michael,
We're very pleased that your mum enjoyed some happy years in Parkfield Court, and that our colleague Kelly Egan was able to help at a very difficult time. Thank you for your kind feedback, of which will be passed on to Kelly.
Best wishes
Natalie James
Touchstone ...
Nov 27,2019
Nov 27,2019
0
people found
this helpful
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Have bought and sold many properties over the years, but have never rented a property before. Were terrified of the 'leap into the unknown' , but the staff at Touchstone reassured us and made it as easy as it could possibly have been. Our grateful thanks ...
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Dec 03, 2019
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Thank you for taking the time to review the service that you received recently from my colleagues, Dean & Cat. Both are very customer orientated and friendly, so I am delighted to see their work appreciated by our customers.
Best wishes to you in your new home.
Kind regards
Penny Graham
Touchstone ...
Oct 29,2019
Oct 29,2019
0
people found
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Our whole experience with your agency has been efficient throughout.We are grateful for the help and advice you gave us and for a smooth transaction enabling us to move promptly.
Both Dean and Cat provide a service equal to none....
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Nov 01, 2019
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Hi Jacqueline
Thank you for taking the time to provide a review of your recent experience with our Retirement Rentals team. I am especially pleased to see that you have highlighted both Dean & Cat for praise, as they work hard to provide a smooth tranisition for our customers.
So, thanks again and best wishs for your new home.
Kind regards
Penny Graham
Touchstone ...
Oct 14,2019
Oct 14,2019
0
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An outstandingly good experience renting our flat, thanks to the professionalism of Property Manager Dean Horsley. His interpersonal skills and competency ensured an ideal outcome for us....
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Nov 01, 2019
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Hi Richard
Thank you for your wonderful review following your recent experience with Touchstone. I am especially pleased to see your comments about my colleague Dean, as I know how hard he and the Retirement Rentals team work to ensure a smooth transition for our customers.
Best wishes for your new home.
Thanks again.
Penny Graham
Touchstone ...
Apr 16,2019
Apr 16,2019
0
people found
this helpful
this helpful
Lynsey has been amazingly helpful, knowledgeable, friendly, proactive, understanding, professional. I can't think of enough words to describe.
An absolute shining credit to the company she works for and other family members have spoken with her and share the same opinion.
Wonderful example of excellent ...
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Comment on agent fees
Good.
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Apr 26, 2019
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Wow, thank you for your 5 star rating and glowing commendation of the service that you received recently from my colleague, Lynsey!
Since joining Touchstone's Retirement Rentals Team, Lynsey has repeatedly demonstrated her great customer service skills and attention to detail, all of which provide our customers with a great rental experience.
Thanks again for your review, it is much appreciated.
Kind regards
Penny Graham
Touchstone ...
Apr 10,2019
Apr 10,2019
0
people found
this helpful
this helpful
I have had nothing but real help from Leynsey , I have talked to her about standing order on behalf of my mother & she has been nothing but helpful, Today I called her about another mater which was really nothing to do with her she made 4 ...
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Apr 12, 2019
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Thank you for your 5 star rating, and for your wonderful words about my colleague Lynsey service during your mother's recent move-in. I am so pleased that Lynsey was able to resolve any issues you had and thus make a traditionally difficult time a little easier for you and your mother.
Thanks again.
Kind regards
Penny Graham
Touchstone ...
Mar 27,2019
Mar 27,2019
0
people found
this helpful
this helpful
Lynsey has been our main contact during our rental procedure and has provided a friendly, professional and caring service way beyond our expectations. Nothing has been to much trouble for her and she has gone out of her way to smooth what is a stressful ...
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Comment on agent fees
Having had to pay Agents Fees in the past your fees are extremely fair and should be a bench mark for all agents.
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Mar 29, 2019
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Hi Ian
Thank you so much for providing such a positive review of the service provided by my colleagues in our Retirement Rentals Department, Lynsey & Cat. Both excel at customer service and work hard to ensure that the moving process runs smoothly for our customers. Thanks again, your feedback is much appreciated.
Enjoy your new home.
Kind regards
Penny Graham
Touchstone ...
Mar 12,2019
Mar 12,2019
0
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Lynsey was really helpful during my father's house move. It was quite a stressful time and she helped us through the process....
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Mar 12, 2019
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Hi Tina
Thank you for taking the time to provide a review of the service that you received from Lynsey during your father's recent move. Yes, it can be stressful which is why Lynsey works so hard to ensure that matters progress as smoothly as possible for our customers.
Best wishes to your father in his new home.
Kind regards
Penny Graham
Touchstone ...
Mar 01,2019
Mar 01,2019
0
people found
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Lynsey made our process as easy and quick as possible which was important as we were under time pressures to locate a place for a family member. Unfailingly polite and enthusiastic, she made a real and positive difference. Whatever was promised stage by stage was ...
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Comment on agent fees
Good
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Mar 08, 2019
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Hi John
Thank you so much for your wonderful review of our service and more specifically, the customer service provided by my colleague, Lynsey. Since joining Touchstone, Lynsey has consistently provided our customers with an excellent rental experience during what can be a busy time.
Thanks again for taking the time to review our service, it is much appreciated and it is always great to be able to feed back such positive comments to both Lynsey and the Retirement Rentals team.
Kind re ...
Feb 27,2019
Feb 27,2019
0
people found
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this helpful
Lynsey has been very helpful and professional from my first call to the office. She has been very efficient and prompt with responses to queries, whilst remaining friendly and patient with us. Finding a retirement property for my in laws could have been very stressful, ...
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Jan 08,2019
Jan 08,2019
0
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I've dealt with a lot of agents for sales and rentals over the years and this was the best of all my experiences. Lynsey was so efficient and pleasant to deal with. She really helped us turn what could have been a stressful experience into ...
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Jan 11, 2019
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Hi Sher
Thank you so much for taking the time to leave such a wonderful review of our service and particularly for the service that you received from my colleague, Lynsey Parsons. Lynsey works hard to ensure that our customers receive the best service possible, so to see her work acknowledged is really pleasing. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone ...
Nov 29,2018
Nov 29,2018
0
people found
this helpful
this helpful
Lynsey, was a lifeline in difficult circumstances for my wife, whilst I was in hospital, she organised all the paperwork etc., to enable my wife to move into the property within days. Always polite, professional and caring, and exceeded our expectations of the service that ...
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Dec 05, 2018
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Hi Steve & Sandra
Wow! What a glowing commendation of my colleague, Lynsey Parsons, and the service that she has provided to you during your tenancy. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 31,2018
Oct 31,2018
1
people found
this helpful
this helpful
I could not have wished for a more pleasent person to speak to during the whole process. From start to finnish Lyndsey was there for me to advise on any procedure I had to follow to make my move into Viewpoint retirement home a successful ...
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Comment on agent fees
NO FEES INVOLVED
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Nov 06, 2018
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Hi.
Thank you for your glowing commendation of the service that you have received from my colleague, Lynsey, from Retirement Rentals. It's always great to see our colleagues recognised for their work, thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 31,2018
Oct 31,2018
0
people found
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this helpful
I had the pleasure of dealing with Lynsey at Touchstone, and I would like to say what a delight it was, very polite and professional from start to finish. I would not hesitate to recommend this company. Thank you again Lynsey you made my mum ...
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Comment on agent fees
Found the fees to be reasonable for the service that was provided.
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Nov 06, 2018
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Hi Mrs Church
Thank you so much for your wonderful review of the service that you received from my colleague in Retirement Rentals, Lynsey.
Lynsey works hard to ensure that the process runs as smoothly as possible, so when this is recognised by our customers, it's great to see.
Best wishes to you, and to your mother in her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 02,2018
Oct 02,2018
0
people found
this helpful
this helpful
My elderly Mother has recently arranged a tenancy agreement through Touchstone. We dealt with Lynsey Parsons throughout the process and found her to be very helpful and positive and she always had the time to speak to my Mum should she call with any questions ...
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Comment on agent fees
The agents fees to arrange the tenancy were reasonable.
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Oct 05, 2018
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Hi Julie
Thank you so much for your wonderful review of the service that you have received from my colleague, Lynsey Parsons. Lynsey is indeed a great addition to the Retirement Rentals team as she is friendly yet professional and works hard to ensure that the whole process runs smoothly.
Best wishes to your mother in her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Sep 27,2018
Sep 27,2018
0
people found
this helpful
this helpful
Lynsey has been very helpful, very pleasant very efficient and very patient! It's been great working with her and this only adds to our confidence in this big move to a lovely new flat...
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Comment on agent fees
The fees are what they are. But considering the to-ing and fro-ing of emails and calls and the time it took on our side to get the references together it all seems acceptable to me.
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Sep 28, 2018
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Hi. Thank you for taking the time to leave such a glowing testimonial for my colleague, Lynsey, it's much appreciated.
I know that Lynsey works hard to ensure that all runs smoothly, so it's great when our customers take the time to leave such feedback. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Sep 24,2018
Sep 24,2018
0
people found
this helpful
this helpful
The whole process from start to finish was conducted swiftly and professionally,very good contact and information provided was most informative.All stages of the process were updated and passed on to me on a regular basis.Altogether an easy process....
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Comment on agent fees
Reasonable.
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Oct 05, 2018
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Hi Wayne
Thank you for taking the time to leave a review of your experience with our Retirement Rentals team, it's much appreciated. The team works hard to ensure that all applications run smoothly, so to have this acknowledged is great.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
“We were kept up to date with everything. Communication between the manager of our new apartment was excellent. Lynsey is very professional but warm....”
Sep 13,2018
Sep 13,2018
0
people found
this helpful
this helpful
Every part of the procedure was explained and when visiting our new apartment the manager of our new home knew how far we were getting on, he and Lynsey kept in contact. There was help with the paper work, and as we were selling a ...
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Comment on agent fees
Reasonable
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Sep 18, 2018
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Hi Anne
Thank you for your great review of the service you have received from Touchstone's Retirement Rentals team and more specifically, my colleague Lynsey Parsons. It's always great to see and feedback to the team.
Thanks again and best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
“I have been extremely impressed by the attention and the professional service that we have experienced over the past few weeks....”
Sep 10,2018
Sep 10,2018
0
people found
this helpful
this helpful
Nothing has been too much trouble and everything that has been promised has been executed on programme. I would recommend these good folks to anyone....
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Comment on agent fees
Entirely appropriate
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Sep 18, 2018
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Hi Colin
Thank you for taking the time to leave your glowing review of the service that you have received from my colleagues in Retirement Rentals, it's much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 30,2018
Aug 30,2018
0
people found
this helpful
this helpful
Lynsey has made my experience renting my new home traight forward with no complications or delays.She has been helpful,with a pleasant manner dealing with everything efficiently.i have enjoyed my telephone conversations with her ,she has a nice sense of humour,and hope ...
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Comment on agent fees
Good
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Aug 31, 2018
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Hi Mrs Phillips
Thank you for your wonderful review of the service you have received from my colleague, Lynsey, it's great to see and very much appreciated.
Since joining Touchstone, Lynsey's friendly yet professional approach has consistently won her positive feedback from her customers.
Good luck in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 28,2018
Aug 28,2018
0
people found
this helpful
this helpful
I FOUND LYNSEY TO BE EXTREMELY HELPFUL AND INFORMATIVE. SHE HAS A VERY NICE TELEPHONE MANNER AND WAS VERY CLEAR IN EXPLAINING TO ME WHAT WAS REQUIRED....
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Aug 28, 2018
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Hi Julian
Many thanks for your wonderful review of the service that you receive from my colleague, Lynsey, it is much appreciated.
Over recent months, it's been great to see Lynsey's work recognised and appreciated by our customers. Thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 22,2018
Aug 22,2018
0
people found
this helpful
this helpful
In my dealings with the Bath office of Touchstone, I have found both Cat and Lynsey friendly, approachable and easily accessible by phone or email if any questions.I have nothing but the highest praise for them both and they are an assett to the ...
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Aug 28, 2018
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Hi Christine
Thank you for much for your wonderful review of the service you have received from my colleagues, Cat & Lynsey. It's always great when my colleagues are recognised for their work, so thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 24,2018
Jul 24,2018
0
people found
this helpful
this helpful
Having rented many flats in my time, I have to say that Touchstone (and particularly Lynsey) has been the easiest and most professional agency I have ever had to deal with. Nothing has been too much trouble and a complicated process has been made to ...
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Aug 28, 2018
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Hi Ian
I'm not sure why but my previous response doesn't seem to have made it to your review, so I'd like to thank you for taking the time to review our company's service and in particular the service you received from my colleague, Lynsey. It is much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 10,2018
Jul 10,2018
0
people found
this helpful
this helpful
We received first class attention and service throughout our whole rental process. Lynsey was helpful at all times and always willing to discuss and resolve any queries....
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Comment on agent fees
A fair fee system that charges a sensible amount unlike some agents who charge fees for anything they possibly can.
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Jul 13, 2018
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Hi Robnette,
Thank you for taking the time to review our company but especially for your comments about the great service you received from my colleague, Lynsey. It is always great to see my colleagues recognised for their hard work, so thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 06,2018
Jul 06,2018
1
people found
this helpful
this helpful
I can honestly say excellent to all dealings with Lynsey. The whole rental process and mass of paperwork was made clear and understandable by her efficient and professional help. She always responded to any query promptly with a very pleasant manner. Because of her I ...
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Jul 13, 2018
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Hi Margaret,
Wow! What a great review about the service you received from my colleague, Lynsey. I know that Lynsey works hard to make the lettings process as smooth as possible for our customers, so to see her hard work recognised is wonderful and deserved.
Thanks again.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 05,2018
Jul 05,2018
0
people found
this helpful
this helpful
Lynsey went over and above to make our rental application go smoothly. Always helpful and quick to answer any questions I may have had. Nothing was too much trouble always pleasent and cheerful....
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Comment on agent fees
very reasonable fees
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Jul 13, 2018
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Hi Sentosa,
Thank you for taking the time to review the service that you received recently from my colleague, Lynsey, it is much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
May 10,2018
May 10,2018
0
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I found the staff at Touchstone to be incredibly helpful, in particular Lynsey. Nothing was insurmountable making the whole process of acquiring an apartment for my elderly mother a relatively stress free task. Thankyou!...
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Comment on agent fees
Good
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May 10, 2018
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(1)
Hi Lorraine
Many thanks for taking the time to review our business and especially for your comments about the service you received from my colleagues in Retirement Rentals, it's much appreciated.
We very much hope that your mother enjoys her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Apr 24,2018
Apr 24,2018
0
people found
this helpful
this helpful
Lynsey was extremely efficient and all documents were sent out immediately. She arranged the viewing with the Estate Manager and was on available to answer any questions I had or would check with the Estate Manager if needed. The home we visited and the Manager ...
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Comment on agent fees
Fees were stated up front and were fair.
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Apr 24, 2018
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Hi Mrs Kent.
Thank you so much for leaving such a wonderful review about the service that you received from my colleague, Lynsey Parsons, it's much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Dean
(3)
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
Please visit our website for our Complaints Procedure:
https://www.touchstoneresi.co.uk/complaints-procedure
Last updated at 10:29 AM 11/02/2020 by Penny Graham
https://www.touchstoneresi.co.uk/complaints-procedure
Best Letting Agent in BA2 
