Touchstone CPS Ltd
London, WC1X
4.4/5, 27 reviews
85% recommended
0% lettings valuation accuracy
89% lettings fee satisfaction

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“Awful experience with this company. Waiting weeks for replies to ......”

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Apr 28,2017
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By: 'Our'
Apr 28,2017
1 people found
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Awful experience with this company. Waiting weeks for replies to emails, yearly rent increase despite being given no reason for the increase- they certainly didn't do any work to improve the property's state (which by the way was old, run down and clearly needed improvements). A couple of weeks after moving in it was apparent they had painted over mould on the bathroom ceiling, a seal was broken on one of the bedroom windows and the flooring was peeling away from the corners. We probably should have raised this right at the beginning because the flooring caused us a massive problem with wood/beetle bugs in the property, so we sent emails with pictures and phoned them up about it numerous times trying to get through to someone. They eventually got a man out to inspect the property and we didn't hear anything back (surprise surprise) so I phoned up numerous times again and eventually got through to a man who was extremely rude and basically laughed at me saying that everyone has bugs in their houses... not crawling all over laundry and in your food cupboards though!!! He said he would get back to me about the report and GUESS WHAT? We heard nothing back.

When we moved out, we didn't receive a move out pack until 2 weeks before we moved out (we handed a notice in 2 months in advance) and we heard nothing about our deposit for a month, so again we repeatedly phoned and was passed from one person to the next saying that Sam would get back to us THAT SAME DAY, but not surprisingly he never did. (Sam is one of the property managers and was dealing with the return of our deposit, moving out info etc- basically the person we actually needed to speak to most of the time. Think we had correspondence from the infamous Sam himself about 3 times). It took the threatening of getting a lawyer involved for them to get their ass in gear and sort out the return of our deposits.

As two girls in their early twenties we are so disappointed with this company and it has completely put us off ever renting with a letting agency again. I've had much better experiences from private landlords who are honest and fair in their charges, unlike touchstone who are clearly wanting to walk away with as much money as they can from you. I never leave negative reviews but don't think I could justify just ignoring the service we received from them and let some other poor soul get wrapped up in a rental agreement with them before knowing what they're like as a company. I hope this review will be helpful to other people considering renting with touchstone and hopefully encourage you to avoid them at all costs!!
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Latest Reviews

View all Reviews 27
22nd Apr 2021
reviewed by 'Atif'
“Not usually a fan of estate agents,, but it's been a pleasure renting through Touchstone and their wider team. Would ......”
27th Jan 2021
reviewed by 'Amanda'
“When we took the property on it was filthy! Covid meant we could not attend the handover In person and ......”
2nd Feb 2020
reviewed by 'Andrew'
“Paid £650/wk for a one bedroom that was provided in an unclean state at move-in date. I dealt with Mr ......”
8th Jan 2020
reviewed by 'Punita'
“Caroline Evans is the best.We worked with Caroline Evans and she was the best. Extremely professional, polite, understanding and ......”
28th Oct 2019
reviewed by 'Lydia'
“I am a very new tenant of a property managed by Touchstone CPS. I can only comment on the move-in ......”
5th Aug 2019
reviewed by 'Indrek'
“A huge thank you to Susan Lywood for making our move into a new flat so stress free. She has ......”
Opening Hours
  • Monday: 09:00 - 17:30
  • Tuesday: 09:00 - 17:30
  • Wednesday: 09:00 - 17:30
  • Thursday: 09:00 - 17:30
  • Friday: 09:00 - 17:00
  • Saturday: Closed
  • Sunday: Closed
Address

Touchstone CPS Ltd
305 Grays Inn Road
London
Greater London
WC1X 8QR
01225 838 490

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Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 0% 89% £750 £4,300
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0 0 20 4 0 0 0 0 3 0
Areas covered
  • London
Services offered
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“Not usually a fan of estate agents,, but it's......”

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Apr 22,2021
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By: 'Atif'
Apr 22,2021
0 people found
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Not usually a fan of estate agents,, but it's been a pleasure renting through Touchstone and their wider team. Would highly recommend.....
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By: Penny Graham
Apr 26, 2021
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Hi Atif Thank you so much for your 5-star rating and wonderful review of the service that you received recently from Touchstone, it's very much appreciated. Thanks again. Kind regards Penny Graham Touchstone ...

“When we took the property on it was filthy! ......”

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Jan 27,2021
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By: 'Amanda'
Jan 27,2021
0 people found
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When we took the property on it was filthy! Covid meant we could not attend the handover In person and had only viewed the property online. I took lots of photos and emailed them to Touchstone-who claimed it HAD been cleaned, not surprisingly they weren't ...
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By: Amanda Lynden
Apr 05, 2021
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TDS have ruled in our favour and returned our full deposit- obviously the photo evidence we kept showed them exactly how this property was handed over to us, which did not correlate with the standards applied on our checkout. Dealing with touchstone has been an eye opener -shady is an understatement! If they try this trick with every tenant they must be rubbing their hands together. ...

“Arrogant and contemptible staff...”

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Feb 02,2020
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Matthew
By: 'Andrew'
Feb 02,2020
0 people found
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Paid £650/wk for a one bedroom that was provided in an unclean state at move-in date. I dealt with Mr Matthew Achilles and Mr Matthew Johnston who both had the arrogance to attempt to make it my problem to resolve. Stay away from these people....
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By: Penny Graham
Feb 04, 2020
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Hi Andrew I am sorry that upon move-in you found the cleanliness of your new home was below our usual standard. Since writing your review, I understand that you have again corresponded with our Matt Johnstone and that further cleaning has been carrried out. With this matter behind us, I hope that you are now able to settle in and start enjoying your new home. Kind regards Penny Graham Touchstone ...

“Caroline Evans is the best. We worked with C......”

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Jan 08,2020
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Caroline
By: 'Punita'
Jan 08,2020
0 people found
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Caroline Evans is the best. We worked with Caroline Evans and she was the best. Extremely professional, polite, understanding and helpful. She was very efficient as she helped us get into the property we had liked ensuring all necessary documentation was submitted in a timely ...
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By: Penny Graham
Jan 24, 2020
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Hi Punita Wow! Thank you so much for your glowing commendation of my colleague, Caroline Evans, and the service that she has provided to you recently. Having worked with Caroline for several years, I know her to be conscientious and professional but also approachable and helpful. Thanks again for your review, it's much appreciated. Best wishes in your new home. Kind regards Penny Graham Touchstone ...

“I am a very new tenant of a property managed ......”

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Oct 28,2019
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Susan
By: 'Lydia'
Oct 28,2019
0 people found
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I am a very new tenant of a property managed by Touchstone CPS. I can only comment on the move-in process at this time, but it went very smoothly! Susan was a pleasure to liaise with - she gave me all the information I needed, ...
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By: Penny Graham
Nov 01, 2019
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Hi Lydia Thank you for your wonderful commendation of my colleague Susan Lywood's handling of your recent move. Having for worked with Susan, I know her to be friendly and knowledgable, so it is very pleasing to see her work acknowledged by our customers. Thanks again and best wishes for your new home. Kind regards Penny Graham Touchstone ...

“Excellent experience, thanks!...”

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Aug 05,2019
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By: 'Indrek'
Aug 05,2019
0 people found
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A huge thank you to Susan Lywood for making our move into a new flat so stress free. She has been very professional and friendly. Couldn’t ask more from a property manager. Excellent experience, highly recommended!...
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By: Penny Graham
Aug 06, 2019
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Thank you so much for your 5 star rating and wonderful comments about your recent experience dealing with my colleague Susan Lywood. It's always pleasing to hear such positive feedback about my colleagues and have a happy customer. Thanks again for taking the time to review our service. Best wishes in your new home. Kind regards Penny Graham Touchstone ...

“Move in to Touchstone's property...”

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Jan 23,2019
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Susan
By: 'Enzo'
Jan 23,2019
0 people found
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My partner and I recently moved in to a Touchstone's property. Our experience has been a very pleasant and stress -free one, thanks to the professional and prompt arrangements managed by the property manager Susan Lywood. Susan has been very helpful, kind and attentive, making ...
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By: Penny Graham
Jan 29, 2019
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Hi Enzo Thank you for providing your wonderful review of the service provided by my colleague, Susan Lywood. Having worked with Susan for a few years, I know that she works hard to provide her customers with a friendly and efficient service but it's always great to see this acknowledged, so thank you. Kind regards Penny Graham Touchstone ...

“Very positive experience!...”

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Jan 18,2019
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Caroline
By: 'Mitch'
Jan 18,2019
0 people found
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Caroline made our move into a new flat completely seamless. She was professional, responsive and friendly, and went out of her way to make sure everything went smoothly. Couldn't recommend her more highly - thanks Caroline!...
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“Top notch service from Sue Lywood at Touchstone...”

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Jan 13,2019
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Susan
By: 'Steven'
Jan 13,2019
0 people found
this helpful
I recently moved in to one of Touchstone's properties and love the fact you have a direct line straight through to a property manager (in my case Sue Lywood) and no endless call waiting/options buttons. Proper customer service and she has been so quick ...
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Comment on agent fees
Good
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By: Penny Graham
Jan 18, 2019
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Hi Steven Thank you so much for your wonderful review of the service you received from my colleague, Sue Lywood. I've worked with Sue for some time now and I know she works hard to ensure that her customers are well provided for, so it's great to see her endeavours acknowledged. Thank you. Best wishes in your new home. Kind regards Penny Graham Touchstone ...

“Thanks...”

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Dec 04,2018
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By: 'Andrew'
Dec 04,2018
0 people found
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Thanks very much to Gail for all her help on progressing my tenancy. She was always very responsive to any questions or queries, which helped make it a smooth process...
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By: Penny Graham
Dec 05, 2018
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Hi Andrew Thank you for submitting your review of Touchstone's service and especially for your comments about my colleague, Gail. It's great to provide the teams with such positive feedback, so thank you. Best wishes in your new home. Kind regards Penny Graham Touchstone CPS Ltd ...

“Quick, informative and understanding service!...”

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Nov 19,2018
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Susan
By: 'Sophie'
Nov 19,2018
0 people found
this helpful
Susan was very prompt when responding. Any questions we had she answered in a extremely informative manner and made us feel at ease leading up to the stressful moving in period! Thank you Susan :)...
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By: Penny Graham
Nov 27, 2018
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Hi Sophie Thank you for taking the time to review Touchstone and in particular the service you received from my colleague, Susan. It is always a pleasure to see a colleague recognised for their work. Thanks again. Enjoy your new home. Kind regards Penny ...

“Excellent Service!...”

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Oct 23,2018
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Susan
By: 'Robert'
Oct 23,2018
0 people found
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Very professional service. Everything was done online so it was convenient for me. All the documents were very transparent and written not only for lawyers. Susan was very helpful at every step of the whole process....
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By: Penny Graham
Oct 26, 2018
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Hi Robert Thank you for reviewing Touchstone, it's much appreciated. I am pleased that you found our our service convenient and professional. Thank you also for taking the time to highlight the service that you received from Susan. It's always great to see my colleagues recognised for their work. Best wishes in your new home. Kind regards Penny Graham Touchstone CPS Ltd ...

“Really helpful with noise complaint...”

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Oct 08,2018
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Gail
By: 'Sarah'
Oct 08,2018
0 people found
this helpful
Gail was quick, polite and really helpful when I complained about a party that started at midnight on a Sunday evening and did not finish until 4am- ish Monday morning. She understood my worries and action-ed them instantly....
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Comment on agent fees
N/A
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By: Penny Graham
Oct 09, 2018
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Hi Sarah Thank you for your great review of the service that you received from my colleague, Gail. It's always great to see my colleagues recognised for their hard work, so thank you for taking the time to leave your review. It is very much appreciated. Kind regards Penny Graham Touchstone CPS Ltd ...

“Very good services...”

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Aug 14,2018
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Susan
By: 'Cristina'
Aug 14,2018
0 people found
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Great work for Susan! Very quick at responding . We received a lot of help and support. I would highly recommend!...
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Comment on agent fees
Very understanding
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By: Penny Graham
Aug 21, 2018
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Hi Cristina Thank you for your wonderful review of the service provided by my colleague, Susan Lywood, it's much appreciated and great to see her hard work recognised by our customers. Thanks again. Kind regards Penny Graham Touchstone CPS Ltd ...

“Great Work!...”

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Jun 14,2018
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Susan
By: 'M'
Jun 14,2018
0 people found
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Great work from Susan and Caroline. Great communication and fast responses. They had an answer for every question we had. Polite, respectful and efficient. I would definitely recommend Susan and Caroline to anyone who is looking to rent in the areas that they cover. Keep ...
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By: Penny Graham
Jul 02, 2018
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Hi M. Thank you so much for your glowing commendation of my colleagues, Susan and Caroline. It's much appreciated and great to see their hard work recognised, so thank you. Kind regards Penny Graham Touchstone CPS Ltd ...

“Great service...”

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May 17,2018
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By: 'Ed'
May 17,2018
0 people found
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I was fortunate to be in contact with Samuel while looking for a flat and he was kind enough to show me the same flat twice. He was very responsive and transparent and not remotely pushy, which was refreshing. I felt very confident that this ...
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By: Penny Graham
Jun 01, 2018
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Hi Ed, Thank you so much for taking the time to review our service but particularly for your comments regarding my colleague, Sam. I will ensure that your comments feedback to Sam. Many thanks. Kind regards Penny Graham Touchstone CPS Ltd ...

“Review...”

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Apr 04,2018
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Caroline
By: 'Amy'
Apr 04,2018
0 people found
this helpful
Caroline was wonderful! Very friendly and accommodating. She was always on time and returned all phone calls promptly. She was a delight! Sue was also lovely and easy to deal with but was delayed on sending through a few items. Overall though she was very ...
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By: Penny Graham
Apr 13, 2018
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Hi Amy. Thank you for taking the time to give a review of Touchstone's service and especially your great comments about my colleagues, Caroline and Susan. I know how hard they both work to provide great service to our customers, so it's great to see this recognised. Thanks again. Kind regards Penny Graham Touchstone CPS Ltd ...

“Touchstone had less than 7 days (!) to get me into my ......”

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Mar 05,2018
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Caroline
By: 'Shameer'
Mar 05,2018
0 people found
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Touchstone had less than 7 days (!) to get me into my new property and they tasked Susan and Caroline with making that happen: Caroline - fantastic communicator, highly professional and very proactive in her approach. Susan - highly experienced, great personality and fast execution. Both a ...
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By: Penny Graham
Mar 27, 2018
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Hi Shameer Thank you so much for your wonderful review of our service and particularly the work of my colleagues Caroline and Susan. It is always satisfying to see my colleagues' work recognised by our customers. So, thank you, it's much appreciated. Kind regards Penny Graham Touchstone CPS Ltd ...

“Everything went really smoothly and I got answers in a ......”

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Nov 22,2017
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Caroline
By: 'Daniel'
Nov 22,2017
0 people found
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Everything went really smoothly and I got answers in a matter of minutes for all my questions. My situation was handled in a very professional and friendly way....
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Comment on agent fees
All was good on that side! Nothing out of the ordinary.
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By: Penny Graham
Nov 28, 2017
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Hi Daniel. Many thanks for taking the time to leave a review, it is much appreciated.I was delighted to read your comments about the service you have received from Touchstone and I will ensure that both Caroline & Susan are are advised too. Kind regards Penny Graham, Touchstone CPS Ltd ...

“I am very satisfied with Touchstone especially Caroline who is ......”

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Oct 10,2017
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Caroline
By: 'Shiang'
Oct 10,2017
0 people found
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I am very satisfied with Touchstone especially Caroline who is the main contact. She delivers a professional and smart service and she is willing to help. I strongly recommend this company....
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By: Penny Graham
Oct 10, 2017
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Hi Shiang. Thank you so much for your wonderful review of our service and especially that of my colleague, Caroline, in our London Office. It's always great to read such reviews, so thank you for taking the tie to leave your review, it is much appreciated. Kind regards Penny Graham, Touchstone CPS Ltd ...

“Very professional and dedicated person, she did everything she could ......”

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Sep 28,2017
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Caroline
By: 'Guido'
Sep 28,2017
0 people found
this helpful
Very professional and dedicated person, she did everything she could to move us in the flat as soon as possible, and we were in in 3 days....
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By: Penny Graham
Sep 29, 2017
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Hi Guido. Thank you so much for your glowing commendation of the service you received from my colleague, Caroline Evans. It is always very pleasing to see my colleagues recognised for their hard work. Kind regards Penny Graham, Touchstone CPS Ltd ...

“So helpful and made our move easy. Very understanding and ......”

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Jul 27,2017
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Alana
By: 'Emily'
Jul 27,2017
0 people found
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So helpful and made our move easy. Very understanding and would highly recommend! Very quick at responding and helped us a lot....
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By: Penny Graham
Aug 01, 2017
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Hi Emily. Thank you so much for taking the time to review our service and especially for your comments about my colleagues, Alana & Daisy. It's always great to see my colleagues recognised for their hard work and I'm sure that both will be very happy to see this too. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd ...

“A pleasure to work with. Great management team, always organised ......”

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Jun 29,2017
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Caroline
By: 'GLP'
Jun 29,2017
0 people found
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A pleasure to work with. Great management team, always organised and up to date with the market! Would highly recommend....
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By: Penny Graham
Jun 30, 2017
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Hi. Thank you for taking the time to review of our London Office and, more specifically, my colleague Caroline Evans. Its always great to see a colleagues work recognised. Also, Ill feedback your comment to Caroline. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd ...

“Service could be better especially communication which fell short at ......”

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Jun 25,2017
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By: 'AgathaPapi'
Jun 25,2017
0 people found
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Service could be better especially communication which fell short at times. It took almost a couple of months of chasing before moving in and again lack of communication in terms of what the hold up was which was a real pain. Eventually moved in and ...
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Comment on agent fees
No fee
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By: Penny Graham
Jun 30, 2017
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Hi Agatha. Thank you for taking the time to review our service, its much appreciated. I am sorry to read that our service didnt meet your expectations on this occasion. Please could you contact the London office direct via [email protected] with further details so that they can investigate further as to where improvements in our communication can be made for you. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd. ...

“I have been dealing with Touchstone for two years and ......”

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Jun 21,2017
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Caroline
By: 'Marc'
Jun 21,2017
0 people found
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I have been dealing with Touchstone for two years and have never had any issues. Caroline Evans is great and always responds to queries straight away. I would highly recommend....
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By: Penny Graham
Jun 22, 2017
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Hi Marc. Thank you for your great review of the service provided by our London Office and particularly for your commendation of my colleague, Caroline. It's great to receive such positive feedback and much appreciated. Kind regards Penny Graham, Touchstone CPS Ltd ...

“Very professional in dealing with me but in a friendly ......”

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Jun 02,2017
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By: 'Mill'
Jun 02,2017
0 people found
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Very professional in dealing with me but in a friendly way. I was very satisfied after dealing with Lee. Good customer service...
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By: Penny Graham
Jun 06, 2017
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Hi Mill. Thank you so much for taking the time to write your review. It's great to see that you're happy with the service you've received from Touchstone, especially from Lee. Kind regards Penny Graham, Touchstone CPS Ltd ...

“Awful experience with this company. Waiting weeks for replies to ......”

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Apr 28,2017
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By: 'Our'
Apr 28,2017
1 people found
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Awful experience with this company. Waiting weeks for replies to emails, yearly rent increase despite being given no reason for the increase- they certainly didn't do any work to improve the property's state (which by the way was old, run down and clearly needed improvements). ...
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Vendor Fees

No fees set.

Landlord Fees

No fees set.

Tenant Fees

No fees set.
Last updated at 05/06/2024, 2:46 PM by Penny Graham
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 1:46 PM 05/06/2024 by Penny Graham

Awards won by Touchstone CPS Ltd, London WC1X 8QR



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