100% lettings valuation accuracy
66% lettings fee satisfaction
Aug 30,2018
Aug 30,2018
1
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DOES ANYONE ELSE GET THE IMPRESSION THAT ALL THE POSITIVE REVIEWS ARE WRITTEN BY TOUCHSTONE STAFF?
The first ten reviews are all negative â one star. Then we see lots of positive reviews â five stars. Have a look at how often a five star review comes in. And they sound not quite right.
âLynsey's mere competence has me practically at the point of orgasmâ
âHarry's lack of outright hostility has me on cloud nineâ
A WARNING FOR ANYONE THINKING OF RENTING FROM TOUCHSTONE:
I have just reached the end of my first year with Touchstone and cannot give a full account of their incompetence as there is too much to say.
This flat was in a state of extreme disrepair â the amount of work needing done since I moved in is outrageous â and any work being done requires several phone calls and emails to Touchstone and several weeks or months wait before they bother to do anything.
Here are some highlights:-
- There had been a leak from upstairs â first reported by the upstairs tenant a year before I moved in. I reported it in September 2017. Took a few weeks and several phone calls before anything was done. I was promised that the water damage to the ceiling would be painted over and that the carpet that got soaked would be cleaned. After making sixteen phone calls I was promised that these jobs would definitely be done by the middle of October. After MANY more phone calls and emails the painting was done in MAY and the carpet cleaner contacted me in AUGUST. THIS IS A TYPICAL EXPERIENCE!
- I was without running water due to a burst pipe in the flat. Touchstone told me that I would be without running water for around 60 hours. After many phone calls and vehement protests I was only without water for just over 40 hours.
- My washing machine broke down and was beyond repair. It took Touchstone fifteen days to get a new one delivered.
- The walls in the close are solid black with mould. I reported this last August 2017 and a surveyor came out to look at it in December and has done nothing about it.
- My second bedroom smells so badly of dampness that I developed a respiratory condition and had to use an inhaler for two months and can now use it only as a store room. I reported this in September 2017 and a surveyor came out to look at it in December and has done nothing about it.
- The latest farce is what inspired me to write a review. A new tenant moved into the flat across from mine two months ago and has been smoking daily in his flat. For two months the close has been stinking of cigarette smoke and so has my flat. The flat is also managed by Touchstone so the tenant has the same no smoking and no nuisance clauses in his tenancy agreement as I do.
At least one other tenant has complained as well as myself. Touchstone made an appointment with the tenant in question to check his flat for evidence of smoking. He ceased smoking until the check was complete then started again. Touchstone then agreed to complete another check, and I was assured by Harry Rowley that he saw the logic in not announcing that they were to conduct a check and that no appointment would be made this time.
They made an appointment again. An older couple was witnessed showing up at the flat the night before the appointment with buckets, mops and cleaning products. The flat was cleaned and no smoking occurred until the check was complete. After the check was complete the smoking recommenced daily.
I have been told by Harry Rowley that he, his manager and the surveyor are content that there is no smoking in the flat, despite several witnesses and the blatant evidence to the contrary. I made a complaint via Touchstone's complaints procedure to David Beanland, a company director, who told me that both he and his operations manager Julie Kemp were also convinced that the manner in which Touchtone carried out their investigation was reasonable and satisfactory, that they too are content that there has been no smoking in the building and that the matter is now closed.
In my experience these people are not competent in the slightest and have no integrity. The latest is that they now appear to be ignoring me altogether and not performing their maintenance responsibilities. They should be ashamed â but they're not. Imagine that?
The first ten reviews are all negative â one star. Then we see lots of positive reviews â five stars. Have a look at how often a five star review comes in. And they sound not quite right.
âLynsey's mere competence has me practically at the point of orgasmâ
âHarry's lack of outright hostility has me on cloud nineâ
A WARNING FOR ANYONE THINKING OF RENTING FROM TOUCHSTONE:
I have just reached the end of my first year with Touchstone and cannot give a full account of their incompetence as there is too much to say.
This flat was in a state of extreme disrepair â the amount of work needing done since I moved in is outrageous â and any work being done requires several phone calls and emails to Touchstone and several weeks or months wait before they bother to do anything.
Here are some highlights:-
- There had been a leak from upstairs â first reported by the upstairs tenant a year before I moved in. I reported it in September 2017. Took a few weeks and several phone calls before anything was done. I was promised that the water damage to the ceiling would be painted over and that the carpet that got soaked would be cleaned. After making sixteen phone calls I was promised that these jobs would definitely be done by the middle of October. After MANY more phone calls and emails the painting was done in MAY and the carpet cleaner contacted me in AUGUST. THIS IS A TYPICAL EXPERIENCE!
- I was without running water due to a burst pipe in the flat. Touchstone told me that I would be without running water for around 60 hours. After many phone calls and vehement protests I was only without water for just over 40 hours.
- My washing machine broke down and was beyond repair. It took Touchstone fifteen days to get a new one delivered.
- The walls in the close are solid black with mould. I reported this last August 2017 and a surveyor came out to look at it in December and has done nothing about it.
- My second bedroom smells so badly of dampness that I developed a respiratory condition and had to use an inhaler for two months and can now use it only as a store room. I reported this in September 2017 and a surveyor came out to look at it in December and has done nothing about it.
- The latest farce is what inspired me to write a review. A new tenant moved into the flat across from mine two months ago and has been smoking daily in his flat. For two months the close has been stinking of cigarette smoke and so has my flat. The flat is also managed by Touchstone so the tenant has the same no smoking and no nuisance clauses in his tenancy agreement as I do.
At least one other tenant has complained as well as myself. Touchstone made an appointment with the tenant in question to check his flat for evidence of smoking. He ceased smoking until the check was complete then started again. Touchstone then agreed to complete another check, and I was assured by Harry Rowley that he saw the logic in not announcing that they were to conduct a check and that no appointment would be made this time.
They made an appointment again. An older couple was witnessed showing up at the flat the night before the appointment with buckets, mops and cleaning products. The flat was cleaned and no smoking occurred until the check was complete. After the check was complete the smoking recommenced daily.
I have been told by Harry Rowley that he, his manager and the surveyor are content that there is no smoking in the flat, despite several witnesses and the blatant evidence to the contrary. I made a complaint via Touchstone's complaints procedure to David Beanland, a company director, who told me that both he and his operations manager Julie Kemp were also convinced that the manner in which Touchtone carried out their investigation was reasonable and satisfactory, that they too are content that there has been no smoking in the building and that the matter is now closed.
In my experience these people are not competent in the slightest and have no integrity. The latest is that they now appear to be ignoring me altogether and not performing their maintenance responsibilities. They should be ashamed â but they're not. Imagine that?
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Latest Reviews
20th Aug 2024
reviewed by 'Sophie Worswick'
15th Aug 2024
reviewed by 'Kirsten Mckenzie'
15th Jul 2024
reviewed by 'Stanley'
18th Apr 2024
reviewed by 'Dan'
21st Mar 2024
reviewed by 'Louise'
20th Mar 2024
reviewed by 'G'
Opening Hours
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.
Kind regards
Touchstone ...
Aug 15,2024
Aug 15,2024
0
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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.
Kind regards
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.
Kind regards
Touchstone ...
Apr 18,2024
Apr 18,2024
0
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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?.
Kind regards
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
0
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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.
Kind regards
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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this helpful
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
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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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this helpful
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 
I am sorry that you felt that our service did not meet your expectations on this occasion. We manage a large number of properties across the UK and our teams work hard to ensure that our customer's repairs and queries are dealt with promptly.
Since receiving your review, I have checked with the property team who have confirmed that all issues mentioned in your review have now been completed and/or resolved, with the exception of your neighbour's alleged smoking, which without further evidence, will remain pending.
I trust that this now concludes the matter but please feel free to contact Touchstone direct, should you need to.
Kind regards
Penny Graham
Touchstone CPS Ltd