Touchstone CPS Ltd
Retirement Rentals, Bath, BA2
5/5, 28 reviews
100% recommended
0% lettings valuation accuracy
96% lettings fee satisfaction

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“A lot of these reviews seem so strange... people don't ......”

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Jan 30,2018
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By: 'Fed_Up'
Jan 30,2018
6 people found
this helpful
A lot of these reviews seem so strange... people don't usually leave reviews for things that should come as standard such as you guys picking up the telephone once in a while, processing paperwork within a reasonable timeframe, or just not being rude. People only leave reviews for outstanding service, nothing your company could be accused of.

The issues I have had in nearly a year of Touchstone tenancy are too numerous to mention, from being left without hot water for weeks (on two separate occasions) to fly tipping not being acted upon, to being charged for a security check that never happened, to having to wait two months after moving in to get a contract. Yet the biggest problem is that employees just don't ever make a note of anything. If you actually get hold of someone (I have called the phone continuously for 20minutes before now for it to not be picked up. Apparently you every single person in the office happened to be on lunch. Doesn't seem like a smart business model if you want the business of people who work during working hours) it's always as if you're speaking about an issue for the first time. If the employee you speak to doesn't know the answer, they just make something up, blame someone else or, on one occasion, pretend the line has broken up and hang up.

I truly despair of what will happen next. I've been through your super effective complaints procedure several times now, and yet nothing is ever resolved. No behaviours change. No processes modified, and if anything the standard of service we receive only declines. Not even a damn sorry once in a while.

The good news is that no matter how angry, or disappointed in Touchstone I am, you do continually find ways to outdo yourselves.

I beg other renters to think really carefully before renting a touchstone property. This way happiness does not lie.
Comment on agent fees
If the agents fulfilled their duties the fees would be reasonable. As they do not, they are not.
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By: Penny Graham
Feb 09, 2018
Hi. I understand that you have now been contacted by David Beanland in the Leeds office and that he is investigating the matter for you.

If this is not the case, please could you email me: [email protected] with your name and address and I will take up the matter on your behalf. I look forward to hearing from you. Kind regards, Penny Graham, Touchstone CPS Ltd
By: Fed_Up
Feb 07, 2018
Penny

As I mentioned, I have followed your official complaints procedure on multiple occasions to no end. I made an official complaint to Lee Bartle 37 working days ago. I copied in Claire Barry for good measure. I got an acknowledgment and a false promise that my matter would be investigated 35 working days ago. Since then I have chased on multiple occasions for a response, but I am being ignored. I have no confidence that another email to Lee Bartle would change a thing. He won't investigate, he won't do anything and neither will anyone at Touchstone CPS. Your company does not even listen to customer feedback let alone learn from it.
By: 'Fed Up' also
Feb 06, 2018
I've experienced similar issues with Leeds. Never return calls, rude and frankly just a let down. I believe Ali or Ollie was the last person I dealt with, no confidence in Touchstone Leeds.
By: Penny Graham
Feb 02, 2018
Hi. Thanks for getting back to me. Please could I ask that you contact me direct via [email protected] with details of your property and the issues you have encountered and I will take the matter up with a Director on your behalf. I look forward to hearing from you. Kind regards Penny Graham, Touchstone CPS Ltd
By: Fed_Up
Jan 30, 2018
Penny

As I said, I have explored your formal complaints procedure on a number of occasions to no avail. I'll tell you what happens, I leave a full and accurate account of what happens, I get an acknowledgment from Lee that it has been received and then nothing happens. Nothing. No resolution, no apology, no change in the same horrific service from Touchstone CPS.
By: Penny Graham
Jan 30, 2018
Hi. I am very sorry to hear that you are currently experiencing difficulties with our Leeds Office. So that we may investigate the matter further for you and respond directly to your complaint, please could you email our Operations Manager, Lee Bartle [email protected] with further details of your property and issues encountered. Learning from our customer's feedback is a vital part of improving our service to our customers. Kind regards Penny Graham, Touchstone CPS Ltd

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Latest Reviews

View all Reviews 28
5th Aug 2020
reviewed by 'Michael'
“My mother enjoyed some happy years in Parkfield Court and when her health declined and she had to be transferred ......”
27th Nov 2019
reviewed by 'S'
“Have bought and sold many properties over the years, but have never rented a property before. Were terrified of the ......”
29th Oct 2019
reviewed by 'Jacqueline'
“Our whole experience with your agency has been efficient throughout.We are grateful for the help and advice you gave ......”
14th Oct 2019
reviewed by 'Richard'
“An outstandingly good experience renting our flat, thanks to the professionalism of Property Manager Dean Horsley. His interpersonal skills and ......”
16th Apr 2019
reviewed by 'Alison'
“Lynsey has been amazingly helpful, knowledgeable, friendly, proactive, understanding, professional. I can't think of enough words to describe.An absolute ......”
10th Apr 2019
reviewed by 'Blair'
“I have had nothing but real help from Leynsey , I have talked to her about standing order on behalf of ......”
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
Retirement Rentals, 2 Crescent Office ParkClarks Way
2 Crescent Office Park, Clarks,Bath
Somerset
BA2 2AF
01225 838360

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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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Bath, BA2
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Retirement Rentals, BA2

“Michael Daly...”

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Aug 05,2020
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By: 'Michael'
Aug 05,2020
0 people found
this helpful
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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By: Natalie James
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 ...

“Have bought and sold many properties over the......”

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Nov 27,2019
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Dean
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By: 'S'
Nov 27,2019
0 people found
this helpful
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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By: Penny Graham
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 ...

“Our whole experience with your agency has bee......”

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Oct 29,2019
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Dean
By: 'Jacqueline'
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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By: Penny Graham
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 ...

“An outstandingly good experience renting our ......”

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Oct 14,2019
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By: 'Richard'
Oct 14,2019
0 people found
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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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By: Penny Graham
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 ...

“Olivier Close 30...”

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Apr 16,2019
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By: 'Alison'
Apr 16,2019
0 people found
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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By: Penny Graham
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 ...

“Blair Wallis...”

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Apr 10,2019
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By: 'Blair'
Apr 10,2019
0 people found
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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By: Penny Graham
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 ...

“Excellent Service...”

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Mar 27,2019
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By: 'Ian'
Mar 27,2019
0 people found
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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By: Penny Graham
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 ...

“Lynsey...”

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Mar 12,2019
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By: 'Tina'
Mar 12,2019
0 people found
this helpful
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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By: Penny Graham
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 ...

“Pacey and efficient service...”

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Mar 01,2019
Minithumbup
By: 'John'
Mar 01,2019
0 people found
this helpful
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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By: Penny Graham
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 ...

“Friendly and professional...”

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Feb 27,2019
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By: 'daughter'
Feb 27,2019
0 people found
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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“Amazing experience...”

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Jan 08,2019
Minithumbup
By: 'Sher'
Jan 08,2019
0 people found
this helpful
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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By: Penny Graham
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 ...

“Property rental...”

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Nov 29,2018
Minithumbup
By: 'Steve'
Nov 29,2018
0 people found
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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By: Penny Graham
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 ...

“Out of this world...”

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Oct 31,2018
Minithumbup
By: 'Wright'
Oct 31,2018
1 people found
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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By: Penny Graham
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 ...

“EXCELLENT SERVICE...”

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Oct 31,2018
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By: 'Mrs'
Oct 31,2018
0 people found
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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By: Penny Graham
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 ...

“Quality of service and care...”

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Oct 02,2018
Minithumbup
By: 'JulieB'
Oct 02,2018
0 people found
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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By: Penny Graham
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 ...

“Excellent...”

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Sep 27,2018
Minithumbup
By: 'VenetiaTom'
Sep 27,2018
0 people found
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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By: Penny Graham
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 ...

“Rental Process...”

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Sep 24,2018
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By: 'Wayne'
Sep 24,2018
0 people found
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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By: Penny Graham
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....”

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Sep 13,2018
Minithumbup
By: 'Anne'
Sep 13,2018
0 people found
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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By: Penny Graham
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....”

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Sep 10,2018
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By: 'Colin'
Sep 10,2018
0 people found
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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By: Penny Graham
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 ...

“Lynsey has made my experience renting my new home traight ......”

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Aug 30,2018
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By: 'E'
Aug 30,2018
0 people found
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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By: Penny Graham
Aug 31, 2018
View all comments (1)
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 ...

“Mr Julian gebler...”

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Aug 28,2018
Minithumbup
By: 'JULIAN'
Aug 28,2018
0 people found
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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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By: Penny Graham
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 ...

“Positive...”

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Aug 22,2018
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Cat
By: 'Christine'
Aug 22,2018
0 people found
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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By: Penny Graham
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 ...

“A joy to deal with...”

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Jul 24,2018
Minithumbup
By: 'Ian'
Jul 24,2018
0 people found
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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By: Penny Graham
Aug 28, 2018
View all comments (1)
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 ...

“First Class Service...”

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Jul 10,2018
Minithumbup
By: 'Robnette'
Jul 10,2018
0 people found
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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By: Penny Graham
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 ...

“Excellent...”

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Jul 06,2018
Minithumbup
By: 'Margaret'
Jul 06,2018
1 people found
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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By: Penny Graham
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 ...

“Apartment Rental...”

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Jul 05,2018
Minithumbup
By: 'Sentosa'
Jul 05,2018
0 people found
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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By: Penny Graham
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 ...

“Retirement Apartment...”

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May 10,2018
Minithumbup
By: 'Lorraine'
May 10,2018
0 people found
this helpful
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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By: Penny Graham
May 10, 2018
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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 ...

“Excellent service...”

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Apr 24,2018
Minithumbup
By: 'Mrs'
Apr 24,2018
0 people found
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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By: Penny Graham
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 ...
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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

Awards won by Touchstone CPS Ltd, Bath BA2 2AF



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For agents
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