0% lettings valuation accuracy
96% lettings fee satisfaction
Mar 31,2018
Mar 31,2018
4
people found
this helpful
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I would never recommend Touchstone to anyone. The worst agency I had to rent a flat with. Lack of knowledge and interests. Gave my notice to vacate property two months before the end of the agreement and they didn't even realize I sent one until my new agency for the new apartment, asked for references (3 weeks later). They got a message from Touchstone, that I haven't given them a notice so they cannot provide any references. Tried to call touchstone regarding my notice and all the time, I was talking with different person and everyone was asking to send them a notice again. Like hundreds of people dealing with my case, but none does anything to push it further. Finally, I got booked the final check out. That was ok, but the person who was inspecting apartment didn't have keys to cupboard to give me my final meter readings for the electricity. I was told, I should get them in next few days. I did accept it, but apparently, I shouldn't. It is now 43 days after I vacated Touchstone apartment and I was forced to close my account with Scottish power on an estimated meter readings, which was a WAY to high as it suppose to be. I was on holiday for 2 weeks, so half a last month flat was empty with no energy on.
Marie Stephenson, that was the person allocated to me to make sure deposit return and any other cases will go smooth. Such an incompetent and unprofessional person to deal with! It is unbelievable. I was calling to her almost every day for over two weeks after my check out, asking about my meter readings. I was promised that I will definitely get the meter readings in following week. And then she told me, that you haven't got anything to do in this building and none can give me the readings, but that will happen soon. Don't you think it is an urgent situation because you didn't follow my agreement with you? That was your responsibility to provide me with the meter readings on a day I was giving you keys back. After few days asking Ms Stephenson started hanging up my phone calls, stopped replying to my emails. But I got a really nice message from her: '' The contract is between you and Scottish Power and we don't get involved. The meter cupboard could have been accessed using a key easily obtained from any hardware shop. We will get the reading but this is something you should have done before you moved out ''.
Obviously, I wasn't allowed to get to the room with the meters, as clearly in my contract says that I have to contact Touchstone and they will deliver me meter readings. This room is closed and none provided me with the keys. Noone never told me I can break into it with random keys from any hardware shop. I was getting my meter readings every second month. And I wasn't contacting Touchstone at that point, only Wolfs or Belvoir. But they apparently don't deal with them anymore, because I tried to contact them before my move out. When I called to your office to ask, who is next to deal with this property, they didn't know, they said its Wolfs still in a system. I confirmed with them, that they stopped lease with you.
Well done Touchstone. YOU MADE ME LOOSE AT LEAST 150GBP, BECAUSE OF YOUR IGNORANCE AND COMPLETE LACK OF PROFESSIONALISM FROM YOUR EMPLOYEES.
Marie Stephenson, that was the person allocated to me to make sure deposit return and any other cases will go smooth. Such an incompetent and unprofessional person to deal with! It is unbelievable. I was calling to her almost every day for over two weeks after my check out, asking about my meter readings. I was promised that I will definitely get the meter readings in following week. And then she told me, that you haven't got anything to do in this building and none can give me the readings, but that will happen soon. Don't you think it is an urgent situation because you didn't follow my agreement with you? That was your responsibility to provide me with the meter readings on a day I was giving you keys back. After few days asking Ms Stephenson started hanging up my phone calls, stopped replying to my emails. But I got a really nice message from her: '' The contract is between you and Scottish Power and we don't get involved. The meter cupboard could have been accessed using a key easily obtained from any hardware shop. We will get the reading but this is something you should have done before you moved out ''.
Obviously, I wasn't allowed to get to the room with the meters, as clearly in my contract says that I have to contact Touchstone and they will deliver me meter readings. This room is closed and none provided me with the keys. Noone never told me I can break into it with random keys from any hardware shop. I was getting my meter readings every second month. And I wasn't contacting Touchstone at that point, only Wolfs or Belvoir. But they apparently don't deal with them anymore, because I tried to contact them before my move out. When I called to your office to ask, who is next to deal with this property, they didn't know, they said its Wolfs still in a system. I confirmed with them, that they stopped lease with you.
Well done Touchstone. YOU MADE ME LOOSE AT LEAST 150GBP, BECAUSE OF YOUR IGNORANCE AND COMPLETE LACK OF PROFESSIONALISM FROM YOUR EMPLOYEES.
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Apr 19, 2018
Hi Dominika, We have had the same problems than you but worse. Contact Shelter and the property chamber. Touchstone are the worst ever. Not one person can do anything right. We moved out june 2017 because our neighbour attacked me and we sent our crime reference number. They lied and said we never sent it even though we have all the proof via email. 2 days ago 17th April 2018 we have now received an email from a debt collection saying we owe Touchstone rent from july 17 - September 17 saying we haven't sent them a crime reference number and we owe them all this money. We sent over the crime reference number and all the emails saying it was ok for us to leave because of the incident. My best advise would be to contact citizens advice, shelter and go to the property chamber like what i'm doing as they gave us hassle the entire time we lived there constantly threatening to evict us if we argued back with them then when i took it to someone further up touchstone would then say they didn't mean to send the letters. Nearly a year on and Touchstone are making our lives hell still. Apr 03, 2018
Hi Dominika.I was very concerned by your post and would ask that you email me via [email protected] with further details of your property so that I can arrange for the matter to be investigated further. Many thanks.
Kind regards
Penny Graham
Touchstone CPS Ltd
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Latest Reviews
5th Aug 2020
reviewed by 'Michael'
29th Oct 2019
reviewed by 'Jacqueline'
10th Apr 2019
reviewed by 'Blair'
Opening Hours
Address
Touchstone CPS Ltd
Retirement Rentals, 2 Crescent Office ParkClarks Way
2 Crescent Office Park, Clarks,Bath
Somerset
BA2 2AF
01225 838360
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 96% | £600 | £1,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 27 | 0 | 0 | 0 | 0 | 0 | 1 | 0 |
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Aug 05,2020
Aug 05,2020
0
people found
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My mother enjoyed some happy years in Parkfield Court and when her health declined and she had to be transferred to a nursing home Kelly Egan was very helpful and made a potentially arduous situation very easy. I can't thank her enough and would recommend ...
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Aug 06, 2020
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Hi Michael,
We're very pleased that your mum enjoyed some happy years in Parkfield Court, and that our colleague Kelly Egan was able to help at a very difficult time. Thank you for your kind feedback, of which will be passed on to Kelly.
Best wishes
Natalie James
Touchstone ...
Nov 27,2019
Nov 27,2019
0
people found
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Have bought and sold many properties over the years, but have never rented a property before. Were terrified of the 'leap into the unknown' , but the staff at Touchstone reassured us and made it as easy as it could possibly have been. Our grateful thanks ...
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Dec 03, 2019
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Thank you for taking the time to review the service that you received recently from my colleagues, Dean & Cat. Both are very customer orientated and friendly, so I am delighted to see their work appreciated by our customers.
Best wishes to you in your new home.
Kind regards
Penny Graham
Touchstone ...
Oct 29,2019
Oct 29,2019
0
people found
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Our whole experience with your agency has been efficient throughout.We are grateful for the help and advice you gave us and for a smooth transaction enabling us to move promptly.
Both Dean and Cat provide a service equal to none....
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Nov 01, 2019
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Hi Jacqueline
Thank you for taking the time to provide a review of your recent experience with our Retirement Rentals team. I am especially pleased to see that you have highlighted both Dean & Cat for praise, as they work hard to provide a smooth tranisition for our customers.
So, thanks again and best wishs for your new home.
Kind regards
Penny Graham
Touchstone ...
Oct 14,2019
Oct 14,2019
0
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An outstandingly good experience renting our flat, thanks to the professionalism of Property Manager Dean Horsley. His interpersonal skills and competency ensured an ideal outcome for us....
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Nov 01, 2019
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Hi Richard
Thank you for your wonderful review following your recent experience with Touchstone. I am especially pleased to see your comments about my colleague Dean, as I know how hard he and the Retirement Rentals team work to ensure a smooth transition for our customers.
Best wishes for your new home.
Thanks again.
Penny Graham
Touchstone ...
Apr 16,2019
Apr 16,2019
0
people found
this helpful
this helpful
Lynsey has been amazingly helpful, knowledgeable, friendly, proactive, understanding, professional. I can't think of enough words to describe.
An absolute shining credit to the company she works for and other family members have spoken with her and share the same opinion.
Wonderful example of excellent ...
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Comment on agent fees
Good.
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Apr 26, 2019
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Wow, thank you for your 5 star rating and glowing commendation of the service that you received recently from my colleague, Lynsey!
Since joining Touchstone's Retirement Rentals Team, Lynsey has repeatedly demonstrated her great customer service skills and attention to detail, all of which provide our customers with a great rental experience.
Thanks again for your review, it is much appreciated.
Kind regards
Penny Graham
Touchstone ...
Apr 10,2019
Apr 10,2019
0
people found
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I have had nothing but real help from Leynsey , I have talked to her about standing order on behalf of my mother & she has been nothing but helpful, Today I called her about another mater which was really nothing to do with her she made 4 ...
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Apr 12, 2019
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Thank you for your 5 star rating, and for your wonderful words about my colleague Lynsey service during your mother's recent move-in. I am so pleased that Lynsey was able to resolve any issues you had and thus make a traditionally difficult time a little easier for you and your mother.
Thanks again.
Kind regards
Penny Graham
Touchstone ...
Mar 27,2019
Mar 27,2019
0
people found
this helpful
this helpful
Lynsey has been our main contact during our rental procedure and has provided a friendly, professional and caring service way beyond our expectations. Nothing has been to much trouble for her and she has gone out of her way to smooth what is a stressful ...
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Comment on agent fees
Having had to pay Agents Fees in the past your fees are extremely fair and should be a bench mark for all agents.
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Mar 29, 2019
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Hi Ian
Thank you so much for providing such a positive review of the service provided by my colleagues in our Retirement Rentals Department, Lynsey & Cat. Both excel at customer service and work hard to ensure that the moving process runs smoothly for our customers. Thanks again, your feedback is much appreciated.
Enjoy your new home.
Kind regards
Penny Graham
Touchstone ...
Mar 12,2019
Mar 12,2019
0
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Lynsey was really helpful during my father's house move. It was quite a stressful time and she helped us through the process....
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Mar 12, 2019
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Hi Tina
Thank you for taking the time to provide a review of the service that you received from Lynsey during your father's recent move. Yes, it can be stressful which is why Lynsey works so hard to ensure that matters progress as smoothly as possible for our customers.
Best wishes to your father in his new home.
Kind regards
Penny Graham
Touchstone ...
Mar 01,2019
Mar 01,2019
0
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Lynsey made our process as easy and quick as possible which was important as we were under time pressures to locate a place for a family member. Unfailingly polite and enthusiastic, she made a real and positive difference. Whatever was promised stage by stage was ...
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Comment on agent fees
Good
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Mar 08, 2019
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Hi John
Thank you so much for your wonderful review of our service and more specifically, the customer service provided by my colleague, Lynsey. Since joining Touchstone, Lynsey has consistently provided our customers with an excellent rental experience during what can be a busy time.
Thanks again for taking the time to review our service, it is much appreciated and it is always great to be able to feed back such positive comments to both Lynsey and the Retirement Rentals team.
Kind re ...
Feb 27,2019
Feb 27,2019
0
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Lynsey has been very helpful and professional from my first call to the office. She has been very efficient and prompt with responses to queries, whilst remaining friendly and patient with us. Finding a retirement property for my in laws could have been very stressful, ...
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Jan 08,2019
Jan 08,2019
0
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I've dealt with a lot of agents for sales and rentals over the years and this was the best of all my experiences. Lynsey was so efficient and pleasant to deal with. She really helped us turn what could have been a stressful experience into ...
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Jan 11, 2019
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Hi Sher
Thank you so much for taking the time to leave such a wonderful review of our service and particularly for the service that you received from my colleague, Lynsey Parsons. Lynsey works hard to ensure that our customers receive the best service possible, so to see her work acknowledged is really pleasing. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone ...
Nov 29,2018
Nov 29,2018
0
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Lynsey, was a lifeline in difficult circumstances for my wife, whilst I was in hospital, she organised all the paperwork etc., to enable my wife to move into the property within days. Always polite, professional and caring, and exceeded our expectations of the service that ...
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Dec 05, 2018
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Hi Steve & Sandra
Wow! What a glowing commendation of my colleague, Lynsey Parsons, and the service that she has provided to you during your tenancy. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 31,2018
Oct 31,2018
1
people found
this helpful
this helpful
I could not have wished for a more pleasent person to speak to during the whole process. From start to finnish Lyndsey was there for me to advise on any procedure I had to follow to make my move into Viewpoint retirement home a successful ...
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Comment on agent fees
NO FEES INVOLVED
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Nov 06, 2018
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Hi.
Thank you for your glowing commendation of the service that you have received from my colleague, Lynsey, from Retirement Rentals. It's always great to see our colleagues recognised for their work, thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 31,2018
Oct 31,2018
0
people found
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I had the pleasure of dealing with Lynsey at Touchstone, and I would like to say what a delight it was, very polite and professional from start to finish. I would not hesitate to recommend this company. Thank you again Lynsey you made my mum ...
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Comment on agent fees
Found the fees to be reasonable for the service that was provided.
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Nov 06, 2018
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Hi Mrs Church
Thank you so much for your wonderful review of the service that you received from my colleague in Retirement Rentals, Lynsey.
Lynsey works hard to ensure that the process runs as smoothly as possible, so when this is recognised by our customers, it's great to see.
Best wishes to you, and to your mother in her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 02,2018
Oct 02,2018
0
people found
this helpful
this helpful
My elderly Mother has recently arranged a tenancy agreement through Touchstone. We dealt with Lynsey Parsons throughout the process and found her to be very helpful and positive and she always had the time to speak to my Mum should she call with any questions ...
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Comment on agent fees
The agents fees to arrange the tenancy were reasonable.
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Oct 05, 2018
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Hi Julie
Thank you so much for your wonderful review of the service that you have received from my colleague, Lynsey Parsons. Lynsey is indeed a great addition to the Retirement Rentals team as she is friendly yet professional and works hard to ensure that the whole process runs smoothly.
Best wishes to your mother in her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Sep 27,2018
Sep 27,2018
0
people found
this helpful
this helpful
Lynsey has been very helpful, very pleasant very efficient and very patient! It's been great working with her and this only adds to our confidence in this big move to a lovely new flat...
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Comment on agent fees
The fees are what they are. But considering the to-ing and fro-ing of emails and calls and the time it took on our side to get the references together it all seems acceptable to me.
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Sep 28, 2018
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Hi. Thank you for taking the time to leave such a glowing testimonial for my colleague, Lynsey, it's much appreciated.
I know that Lynsey works hard to ensure that all runs smoothly, so it's great when our customers take the time to leave such feedback. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Sep 24,2018
Sep 24,2018
0
people found
this helpful
this helpful
The whole process from start to finish was conducted swiftly and professionally,very good contact and information provided was most informative.All stages of the process were updated and passed on to me on a regular basis.Altogether an easy process....
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Comment on agent fees
Reasonable.
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Oct 05, 2018
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Hi Wayne
Thank you for taking the time to leave a review of your experience with our Retirement Rentals team, it's much appreciated. The team works hard to ensure that all applications run smoothly, so to have this acknowledged is great.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
“We were kept up to date with everything. Communication between the manager of our new apartment was excellent. Lynsey is very professional but warm....”
Sep 13,2018
Sep 13,2018
0
people found
this helpful
this helpful
Every part of the procedure was explained and when visiting our new apartment the manager of our new home knew how far we were getting on, he and Lynsey kept in contact. There was help with the paper work, and as we were selling a ...
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Comment on agent fees
Reasonable
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Sep 18, 2018
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Hi Anne
Thank you for your great review of the service you have received from Touchstone's Retirement Rentals team and more specifically, my colleague Lynsey Parsons. It's always great to see and feedback to the team.
Thanks again and best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
“I have been extremely impressed by the attention and the professional service that we have experienced over the past few weeks....”
Sep 10,2018
Sep 10,2018
0
people found
this helpful
this helpful
Nothing has been too much trouble and everything that has been promised has been executed on programme. I would recommend these good folks to anyone....
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Comment on agent fees
Entirely appropriate
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Sep 18, 2018
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Hi Colin
Thank you for taking the time to leave your glowing review of the service that you have received from my colleagues in Retirement Rentals, it's much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 30,2018
Aug 30,2018
0
people found
this helpful
this helpful
Lynsey has made my experience renting my new home traight forward with no complications or delays.She has been helpful,with a pleasant manner dealing with everything efficiently.i have enjoyed my telephone conversations with her ,she has a nice sense of humour,and hope ...
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Comment on agent fees
Good
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Aug 31, 2018
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Hi Mrs Phillips
Thank you for your wonderful review of the service you have received from my colleague, Lynsey, it's great to see and very much appreciated.
Since joining Touchstone, Lynsey's friendly yet professional approach has consistently won her positive feedback from her customers.
Good luck in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 28,2018
Aug 28,2018
0
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this helpful
this helpful
I FOUND LYNSEY TO BE EXTREMELY HELPFUL AND INFORMATIVE. SHE HAS A VERY NICE TELEPHONE MANNER AND WAS VERY CLEAR IN EXPLAINING TO ME WHAT WAS REQUIRED....
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Aug 28, 2018
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Hi Julian
Many thanks for your wonderful review of the service that you receive from my colleague, Lynsey, it is much appreciated.
Over recent months, it's been great to see Lynsey's work recognised and appreciated by our customers. Thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 22,2018
Aug 22,2018
0
people found
this helpful
this helpful
In my dealings with the Bath office of Touchstone, I have found both Cat and Lynsey friendly, approachable and easily accessible by phone or email if any questions.I have nothing but the highest praise for them both and they are an assett to the ...
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Aug 28, 2018
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Hi Christine
Thank you for much for your wonderful review of the service you have received from my colleagues, Cat & Lynsey. It's always great when my colleagues are recognised for their work, so thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 24,2018
Jul 24,2018
0
people found
this helpful
this helpful
Having rented many flats in my time, I have to say that Touchstone (and particularly Lynsey) has been the easiest and most professional agency I have ever had to deal with. Nothing has been too much trouble and a complicated process has been made to ...
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Aug 28, 2018
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Hi Ian
I'm not sure why but my previous response doesn't seem to have made it to your review, so I'd like to thank you for taking the time to review our company's service and in particular the service you received from my colleague, Lynsey. It is much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 10,2018
Jul 10,2018
0
people found
this helpful
this helpful
We received first class attention and service throughout our whole rental process. Lynsey was helpful at all times and always willing to discuss and resolve any queries....
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Comment on agent fees
A fair fee system that charges a sensible amount unlike some agents who charge fees for anything they possibly can.
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Jul 13, 2018
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Hi Robnette,
Thank you for taking the time to review our company but especially for your comments about the great service you received from my colleague, Lynsey. It is always great to see my colleagues recognised for their hard work, so thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 06,2018
Jul 06,2018
1
people found
this helpful
this helpful
I can honestly say excellent to all dealings with Lynsey. The whole rental process and mass of paperwork was made clear and understandable by her efficient and professional help. She always responded to any query promptly with a very pleasant manner. Because of her I ...
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Jul 13, 2018
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Hi Margaret,
Wow! What a great review about the service you received from my colleague, Lynsey. I know that Lynsey works hard to make the lettings process as smooth as possible for our customers, so to see her hard work recognised is wonderful and deserved.
Thanks again.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jul 05,2018
Jul 05,2018
0
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this helpful
Lynsey went over and above to make our rental application go smoothly. Always helpful and quick to answer any questions I may have had. Nothing was too much trouble always pleasent and cheerful....
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Comment on agent fees
very reasonable fees
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Jul 13, 2018
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Hi Sentosa,
Thank you for taking the time to review the service that you received recently from my colleague, Lynsey, it is much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
May 10,2018
May 10,2018
0
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I found the staff at Touchstone to be incredibly helpful, in particular Lynsey. Nothing was insurmountable making the whole process of acquiring an apartment for my elderly mother a relatively stress free task. Thankyou!...
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Comment on agent fees
Good
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May 10, 2018
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Hi Lorraine
Many thanks for taking the time to review our business and especially for your comments about the service you received from my colleagues in Retirement Rentals, it's much appreciated.
We very much hope that your mother enjoys her new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Apr 24,2018
Apr 24,2018
0
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this helpful
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Lynsey was extremely efficient and all documents were sent out immediately. She arranged the viewing with the Estate Manager and was on available to answer any questions I had or would check with the Estate Manager if needed. The home we visited and the Manager ...
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Comment on agent fees
Fees were stated up front and were fair.
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Apr 24, 2018
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Hi Mrs Kent.
Thank you so much for leaving such a wonderful review about the service that you received from my colleague, Lynsey Parsons, it's much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Dean
(3)
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
Please visit our website for our Complaints Procedure:
https://www.touchstoneresi.co.uk/complaints-procedure
Last updated at 10:29 AM 11/02/2020 by Penny Graham
https://www.touchstoneresi.co.uk/complaints-procedure
Best Letting Agent in BA2 
I have read your comments and am extremely concerned at the comments made. Please could you email me [email protected] with details of the office you were dealing with, the property the matter relates to and a summary of the issues encountered. Once I have this information, I will be able to investigate the matter further for you with the relevant team.
I look forward to hearing from you in due course.
Kind regards
Penny Graham
Touchstone CPS Ltd