100% lettings valuation accuracy
66% lettings fee satisfaction
Feb 19,2018
Feb 19,2018
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Very disappointed with Touchstone CPS's Bath office.
My 19 year old daughter was relocating from Australia to London for 6 months work placement. She found a house share online, managed by Touchstone, and organised for a friend to visit it to check it out. It appeared to be ok from what he could see (although access was limited due to the current tenant still being in the room). She decided to go ahead and asked for the lease agreement to be sent to her - this was towards the end of August 2017.
On 31st August 2017 she hadn't heard anything, so I called Touchstone (from Australia) and spoke to Kate Baldwin.
Kate was lovely, extremely helpful and explained it could be a problem that my daughter had no tenant history but we could organise a British Guarantor to overcome that. This was done and the admin fee was duly transferred. Then we waited - and waited.....and waited.
Despite numerous phone calls, and promises that someone would get back to us we heard nothing.
Eventually on 13/9 I was told by Matt Johnstone that Kate Baldwin had left and they couldn't find/access the relevant files! Good grief!! In this day and age there that is inexcusable in a professional organisation! So we had to send the Guarantor forms again.
On the day before my daughter left for London (22/9) we finally got the lease document through.
Then the real fun started!!
She went with her cousin to the house. The room was vacant but very dirty. As they were cleaning they found a gas boiler in a cupboard inside the room. The following day when she returned, (stayed her first night in UK with her cousin) they found the Gas Safety Certificate next to the boiler was out of date. They also saw (because the door was left open) that the bedroom next to hers contained welding equipment including a lathe, and gas bottles!! It was set up more like a metal workshop than a bedroom (although the bed was still in there). Upstairs in the 'lounge' there was a laser cutting machine.
Her cousin rang the Council, they did not have a record that this house was a rental property, let alone that it had that sort of equipment in it. Obviously a fire risk!
Of course my daughter decided she could not live in that situation, and had to find other accommodation. Touchstone eventually sent someone to inspect the house and they agreed that it was not suitable for rent, and refunded the deposit and advanced rent she had paid. However they did not refund the £216 admin fee. I requested this from Matt Johnstone because the room was not in a fit state to be rented and so they should not have commenced the rental process. I was told they could only refund £144 as they had £72 of costs to cover.
I decided to accept that offer on13th October 2017 (although I thought they should cover their costs as it was their ineptitude which caused this issue).
It is now 20th February and the funds have not been returned.
My 19 year old daughter was relocating from Australia to London for 6 months work placement. She found a house share online, managed by Touchstone, and organised for a friend to visit it to check it out. It appeared to be ok from what he could see (although access was limited due to the current tenant still being in the room). She decided to go ahead and asked for the lease agreement to be sent to her - this was towards the end of August 2017.
On 31st August 2017 she hadn't heard anything, so I called Touchstone (from Australia) and spoke to Kate Baldwin.
Kate was lovely, extremely helpful and explained it could be a problem that my daughter had no tenant history but we could organise a British Guarantor to overcome that. This was done and the admin fee was duly transferred. Then we waited - and waited.....and waited.
Despite numerous phone calls, and promises that someone would get back to us we heard nothing.
Eventually on 13/9 I was told by Matt Johnstone that Kate Baldwin had left and they couldn't find/access the relevant files! Good grief!! In this day and age there that is inexcusable in a professional organisation! So we had to send the Guarantor forms again.
On the day before my daughter left for London (22/9) we finally got the lease document through.
Then the real fun started!!
She went with her cousin to the house. The room was vacant but very dirty. As they were cleaning they found a gas boiler in a cupboard inside the room. The following day when she returned, (stayed her first night in UK with her cousin) they found the Gas Safety Certificate next to the boiler was out of date. They also saw (because the door was left open) that the bedroom next to hers contained welding equipment including a lathe, and gas bottles!! It was set up more like a metal workshop than a bedroom (although the bed was still in there). Upstairs in the 'lounge' there was a laser cutting machine.
Her cousin rang the Council, they did not have a record that this house was a rental property, let alone that it had that sort of equipment in it. Obviously a fire risk!
Of course my daughter decided she could not live in that situation, and had to find other accommodation. Touchstone eventually sent someone to inspect the house and they agreed that it was not suitable for rent, and refunded the deposit and advanced rent she had paid. However they did not refund the £216 admin fee. I requested this from Matt Johnstone because the room was not in a fit state to be rented and so they should not have commenced the rental process. I was told they could only refund £144 as they had £72 of costs to cover.
I decided to accept that offer on13th October 2017 (although I thought they should cover their costs as it was their ineptitude which caused this issue).
It is now 20th February and the funds have not been returned.
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20th Aug 2024
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15th Aug 2024
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15th Jul 2024
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18th Apr 2024
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21st Mar 2024
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20th Mar 2024
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Address
Touchstone CPS Ltd
2 Crescent Office Park Clarks Way
Bath
Somerset
BA2 2AF
01225 838 490
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 66% | £370 | £2,708 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 115 | 52 | 0 | 0 | 0 | 0 | 8 | 3 |
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Aug 20,2024
Aug 20,2024
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Kaila has been brilliant throughout our application and can't thank her enough for her help...
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Aug 20, 2024
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Hi Sophie
Thank you for taking the time to recognise our colleague, Kaila, for her support with your recent application; it is appreciated.
We're pleased Kaila was able to assist you with the sometimes tricky transition into a new home. We'll be sure to pass along your feedback; it will brighten her day.
Best wishes settling into your new home.
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Aug 15,2024
Aug 15,2024
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5 Star Service from the Touchstone team! With having many not so wonderful experiences with agencies in the past, we found Kaila to be very professional and helpful. She always got back to us quickly with the information we requested and was happy to assist where ...
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Aug 20, 2024
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Hello Kirsten
Thank you. We value our our customers' feedback.
We're delighted that our colleagues, Kaila & Jenna, assisted you with your recent application and move, ensuring that this sometimes tricky transition ran smoothly for you.
Best wishes to you for your new home.
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Touchstone ...
Jul 15,2024
Jul 15,2024
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It was a good experience with the team Touch Stone. Very clear, information and guidance. Customer-friendly and truly professional....
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Jul 16, 2024
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Hi Stanley
Thank you. We're delighted to hear that your recent experience with Touchstone was a positive one; it's good to know that you found our team professional and customer-friendly during your recent contact.
Best wishes to you in your new home.
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Touchstone ...
Apr 18,2024
Apr 18,2024
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Kaila was always there to answer any questions we had and was great at reaching out first when anything was required. Helped the process run smoothly and relieved stress by keeping us updated throughout the process....
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Apr 18, 2024
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Hi Dan
It’s wonderful when we receive such positive feedback from our customers, so thank you.
Thanks too for your praise of our colleague Kaila and the service she provided recently. Kaila works hard to make the process as seamless as possible for her customers, so she will be delighted with your feedback?.
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Touchstone ...
Mar 21,2024
Mar 21,2024
0
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They have helped me so much with the problems i have.
Such nice people to talk to and helpful....
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Mar 21, 2024
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Hi Louise
Thank you for taking the time to share your experience with Touchstone, it means a lot to us.
We are delighted to have been able to assist you during your time with us, and on into the future. Thanks again for your review, the team will be delighted with your feedback.
Best wishes.
Touchstone ...
Mar 20,2024
Mar 20,2024
0
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I have been without a washing machine for 3 weeks, it takes 2 days to get a washer delivered....
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Mar 21, 2024
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Hello G
Thank you for your feedback. We are sorry for the inconvenience caused and thank you for patience whilst we deal with this matter for you.
Since emailing us earlier this week, we understand that our colleagues are now in direct contact and working to find the best solution for you.
Kind regards
Touchstone ...
Feb 27,2024
Feb 27,2024
0
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Shockingly awful. AVOID RENTING WITH THEM. Trying to move out, and their lack of reaction to me and other agents for references has cost me 2 different homes. I'm on the verge of homelessness because of them. When it comes to giving them money they're right ...
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Feb 28, 2024
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Hello Hannah
Thank you for your feedback. We are sorry to see that your experience with us has left you feeling dissatisfied.
So that we can look into how we can get things moving for you, please could you contact us at [email protected] using the Ref: allAgents with details of your property and any outstanding matters. Thank you.
We look forward to hearing from you.
Kind regards
Touchstone ...
Feb 12,2024
Feb 12,2024
0
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Would not recommend, less than 1 star deserved! BREECH CONTRACT...
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Feb 13, 2024
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Hello Carolyn
We are very sorry that you felt the need to post your review. We value our customers feedback and I understand that you have been in communication with the team about your concerns. The team will be happy to look at any further comments you may have.
Please feel free to contact us at [email protected] using the Ref: allAgents with any outstanding issues, and a colleague will be in contact with you shortly.
Kind regards
Touchstone ...
Sep 15,2023
Sep 15,2023
0
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This is the first time to dealt with such a company. Jack and Kayla were very helpful and quick in their response. They explained everything to me as I am new to the UK and this is my first rental here. I really appreciated their ...
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Sep 19, 2023
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Hi Mohamed
Thank you for sharing your experience with us, it's much appreciated..
We are delighted that the process ran smoothly for you and that you found both Jack & Kayla helpful and patient during this time.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Aug 17,2023
Aug 17,2023
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They were friendly, professional and apt to address all my concerns....
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Aug 17, 2023
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Hello Ademola
Thank you for taking the time to rate and review the service provided to you by Touchstone colleague Kaila. We really appreciate our customer's feedback and Kaila will be delighted to read your feedback, so thanks again.
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Touchstone ...
Jul 31,2023
Jul 31,2023
0
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Communication excellent. Polite. Always able to answer questions. Kaila is an asset to the company. Cheers....
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Aug 02, 2023
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Hi Gianni
Thank you for providing such a wonderful review for our colleague, Kaila. We're delighted to note that you've found Kaila so helpful, she'll be thrilled to hear this!
Best wishes to you in your new home.
Thanks again.
Touchstone ...
May 24,2023
May 24,2023
0
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Kaila and Jenna were exceptional. Both very patient with what was a stressful time for me. They were mazing and kept me up to date with everything that was going on. Amazing. Thank you so very much for your help...
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May 24, 2023
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Hi Michelle
Thank you for sharing your experience with us, we really appreciate it. For many, searching for a new home and moving can be a very stressful time, so we're delighted to see that with Kalia & Jenna's help, things went smoothly for you.
We will pass your feedback to both Kaila & Jenna, it'll make their day!
Best wishes to you in your new home.
Kind regards
Touchstone ...
Feb 21,2023
Feb 21,2023
0
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I have signed a contract to rent a property. The agents were quick to respond and explained things very well....
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Feb 21, 2023
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Hi TV
Thank you for posting a review about your recent experience with our company, we really appreciate it. We're delighted that you have found our colleagues prompt and helpful with their responses.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Feb 17,2023
Feb 17,2023
0
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The portal is not that easy to use ask questions I don't have answers to when reporting a repair however when phoning in in the operator was very helpful in trying to sort my problems out...
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Feb 21, 2023
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Hi Anthony
Thank you for your feedback about our customer portal, it's really useful. We're sorry that you have had difficulty with our system and apologise for any inconvenience that this may have caused you. I will pass on your comments to our Systems Team for their consideration.
In the meantime, if these matters are still outstanding, please contact us at [email protected] using the Ref: allAgents with details of your property, and a colleague will be in contact with you s ...
Oct 04,2022
Oct 04,2022
0
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I have had nothing but bad customer service from this managing company, maintenance works are delayed constantly to the point if I want anything done I have to go to environmental health. The ombudsman awarded me compensation and are now being difficult awarding me this....
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Oct 04, 2022
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Hello Nikita
Given the nature of the review, we feel it more appropriate to discuss this offline. We believe all maintenance reports have either been or are being attended to. The partial award made by the TPO is being processed and will be honoured within the TPO’s timeframe.
We hope that this clarifies the matter but would ask that if you have any further queries or concerns that you contact us direct at [email protected] for further assistance. Thank you.
Kind regard ...
Jul 12,2022
Jul 12,2022
0
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The company the agents use to fix things are rubbish. advertised balcony which now can't use. Money grabbing. Multiple issues...
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Jul 12, 2022
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Hi Alina
Thank you for reaching out to us. We are very sorry to read that you have experienced some difficulties with our appointed contractors and your balcony.
Please could I ask that you contact us at [email protected] with details of your property and all outstanding issues, and a colleague will be in contact with you.
We look forward to hearing from you.
Kind regards
Penny Graham
Touchstone ...
Nov 22,2021
Nov 22,2021
0
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Never in my life have i ever dealt with a company like this. Get ready on moving out of your house cause you will be billed for EVERYTHING. We lived in a house for 5 years and amongst other things were billed £25 for a mat that ...
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Nov 23, 2021
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Hi Heidi
I am sorry that you experienced issues during your tenancy and now, following your check-out.
I understand that the matter has been raised with the Dispute Service and we await to their decision in due course.
Kind regards
Penny Graham
Touchstone ...
Oct 02,2021
Oct 02,2021
0
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Horrific service. Everyone ignores emails amd calls. Constant parking fines . No help with property management. They do not care !...
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Oct 05, 2021
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Hi Nadia
I am really sorry to see that you have been unhappy with the our service recently.
So that we can assist you further, please could you contact us at [email protected] using the the ref: allAgents with details of your property and what we can help you with, and a colleague will be in touch shortly.
Kind regards
Penny Graham
Touchstone ...
Sep 30,2021
Sep 30,2021
0
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Efficient, professional and friendly. We rented from Touchstone for a year and compared to previous letting agents we have dealt with they have been great. Jessica was always prompt and helpful and really easy to communicate with, very friendly and great service. We felt confident ...
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Oct 05, 2021
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Hi Becky
Thank you for taking the time to rate and review our service, it's much appreciated. I was particularly pleased to see your wonderful feedback about my colleague, Jessica. I will pass this on Jessica and the team.
Best wishes to you for the future.
Kind regards
Penny Graham
Touchstone ...
Sep 29,2021
Sep 29,2021
0
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Poor communication, poor property cleanliness on move in, repairs not completed to a good standard and needed redoing. Just Bad...
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Sep 30, 2021
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Hi Nick
Apologies that the cleanliness of your new property has fallen short on this occasion. Thank you for your feedback about the repairs, we will feed this back to the team.
I understand that you are in direct contact with my colleague Charley regarding this matter, so hopefully the matter can now be brought to a mutually agreeable conclusion.
Kind regards
Penny Graham
Touchstone ...
Apr 07,2021
Apr 07,2021
2
people found
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Communication between agency and tenants is extremely deficient. The opposite of problemsolving.
If you re reading this review one advise. It is quicker and cheaper to sort your own problem rather than asking to the agency....
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Apr 07, 2021
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Hi Enrique
I am very sorry to see that you have found contacting us difficult recently.
Please may I ask that you contact us at [email protected] with details of your property and any outstanding matters so that we can look into this for you?
We look forward to hearing from you.
Kind regards
Penny Graham
Touchstone ...
Apr 07,2021
Apr 07,2021
0
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Thank you to Amy Goodlass for being so helpful and organising our new tenancy.
Amy has been very quick and responsive and has kept us up to date with everything.
Thank you Amy....
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Apr 09, 2021
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Hi Alexander
Thank you so much for your wonderful review of the service that you received from my colleague Amy Goodlass recently, it's much appreciated.
Having worked with Amy for some time now, I know how hard she works to provide the best possible service but it's always great to see this acknowledged by our customers, so thank you.
Best wishes to you in your new home.
Kind regards
Penny Graham
Touchstone ...
Apr 05,2021
Apr 05,2021
3
people found
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this helpful
Disgusted by this company trying to retain our deposit despite the checkout report saying 'all good & fair wear & tear' ( apparently they employ a company to do the checkout reports but they don't have to take any notice Of said report, in other words SCAM!! )
when ...
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Apr 09, 2021
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Dear Mrs Lynden
In response to your posts, I am sorry that on this occasion our inventory processes were not up to the expected standard and this unfortunately led to the need for the TDS’ involvement.
As my colleague Dan has confirmed, the property was freshly redecorated and cleaned prior to your moving in to the property. However, it is evident from the photographs that some areas were missed. Please be assured that we have fed back your comments to both the inventory company and our ...
Jan 08,2021
Jan 08,2021
0
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Very unhelpful letting agency, would not recommend. Never reply to emails that are urgent, unhelpful staff. Don’t care about tenants , only care about making money....
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Jan 11, 2021
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Hi Hannah
We are sorry to hear that you have been experiencing some difficulty contacting us recently. Please could you email [email protected] with details of your property and any outstanding issues so that we can investigate further for you?
We look forward to hearing from you.
Kind regards
Penny Graham
Touchstone ...
Dec 04,2020
Dec 04,2020
0
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Always quick to sort out any problems very proactive
In the 5 years I was there
Very quick to sort out return of deposit...
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Dec 07, 2020
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Hi David
Thank you so much for taking the time to review the service that you received from Touchstone during your time renting with us. We are delighted that your experience was a positive one.
Best wishes to you in your new home.
Kind regards
Penny Graham
Touchstone ...
Nov 25,2020
Nov 25,2020
0
people found
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this helpful
Charlotte Young and Jude Bragg on the AR6 desk consistently provide a service second to none, The co-ordination of good quality workmen in a very timely fashion by these two gives me great confidence that when I report an issue they will be dealt with ...
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Nov 25, 2020
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Hi Tony,
Thank you for your 5* feedback for our colleagues Charlotte and Jude. It's fantastic to hear that you've great confidence in our team and any issues you've experienced have been dealt with promptly and professionally. Your feedback is greatly appreciated, and will be passed back to both Charlotte and Jude.
Kind regards
Natalie James
Touchstone ...
Nov 18,2020
Nov 18,2020
0
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this helpful
Amy Goodlass was very professional. She made our move swift, specially if you take in account the current circumstances.
Amy was also very patient, replying to all questions we had in a timely manner, either by email or phone.
I am sure we can continue ...
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Nov 25, 2020
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Good morning Joel and Diana,
Thank you for 5* review regarding our colleague Amy Goodlass. We are delighted that you found her service professional and responsive to your questions. Best wishes in your new home.
Kind regards
Natalie James
Touchstone ...
Oct 21,2020
Oct 21,2020
1
people found
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My husband and I sent countless emails for repairs to Touchstone, many of them went unnoticed, sometimes waiting weeks for a reply (when we chased aready). Things that were an emergency were never treated as an emergency (black mold, broken boiler, no hot water or ...
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Oct 21, 2020
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Hi Stacey,
I am sorry to hear that you have encountered a number of issues around communication. I have checked your records and can see that your move out administration is going through now. If there is anything that you would like us to address then please feel free to email us on [email protected]
Wishing you the best in your new home.
Kind regards
Natalie James
Touchstone ...
Oct 12,2020
Oct 12,2020
0
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Really bad customer service. Appliance doesn’t work!! No one cares. No keys for the first week of rental!! Flat was dirty at key exchange... and more...
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Oct 12, 2020
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Hi Mohamad,
Could you please forward onto me your property address so that I can look into this as a priority for you. My email is [email protected].
Many thanks
Natalie James
Touchstone ...
Sep 21,2020
Sep 21,2020
0
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this helpful
Both andreea and Jessica was very understanding and listened to my concerns, help wherever possible, nothing was too much! Both credits to the company. Thank you...
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Sep 22, 2020
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Hi Chris,
Thank you for your 5* star review and for leaving such wonderful feedback about our colleagues Andreea and Jessica. We're very pleased you found their service understanding and helpful. Your appreciation will be passed on.
Thanks again and best wishes in your new home.
Kind regards
Natalie James
Touchstone ...
Amy
Vendor Fees
No fees set.Landlord Fees
No fees set.Tenant Fees
No fees set. Last updated at 05/06/2024, 2:47 PM by Penny GrahamComplaints Procedure
Please visit our website for our Complaints Procedure:
https://www.touchstoneresi.co.uk/complaints-procedure
Last updated at 1:47 PM 05/06/2024 by Penny Graham
https://www.touchstoneresi.co.uk/complaints-procedure
Best Letting Agent in Bath 
Best Letting Agent in Bath 
Thank you for taking the time to get in touch. Please accept our sincere apologies that the refund of your reference and reservation fee was overlooked. This was due to an administration error and we have today arranged for the full £216 admin fee to be refunded to your account by same day transfer.
The room your daughter took was privately advertised by the existing tenants, who contacted us to request an assignment. When your daughter contacted us about her concerns/findings, the matter was promptly reviewed and dealt with by Touchstone. Our Portfolio Manager inspected the property and confirmed that current gas safety certificate was still displayed on the communal notice board. At no time was there a period where the gas safety certificates had lapsed. One of the existing tenants had installed some equipment into the property. We arranged for this to be removed once we were made aware of it. The deposit and rent that your daughter had paid were refunded within 14 working days. I can confirm that the property is licenced with the council as a House in Multiple Occupancy until 2021 and was licenced at the time that your daughter took the room.
I am sorry to hear that your daughter had a poor experience when moving into one of our properties. We took immediate action upon the issues being brought to our attention. If you would like to discuss this matter further, then please contact [email protected]. Thank you.