100% lettings valuation accuracy
66% lettings fee satisfaction
Dec 03,2018
Dec 03,2018
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Agency has been giving us misleading information since the beginning, but we only realised that once we were too involved to back out. Since there was time pressure on us to find an apartment really fast. We have been asked to pay for 6 months upfront though.
They've also lied to us about inventory check. They gave us time and date, but then changed it without letting us know. So obviously, we weren't there. And according to their contract, if we are absent during inventory check, we automatically agree to whatever is written in the papers. Not shady at all.
After seeing the poor state of the apartment, I can see why they did this. It's pretty obvious they will try and screw us over the deposit. The apartment is a ruin. It was not cleaned for us, even though it was in the market for about a month, so they totally had time to do so. There were leftovers in the freezer, gross food stains inside the cupboards. We didn't notice the stains at first because someone simply flipped it. How creative. We've also found some trash from previous tenants stuck in cupboards: candy wrappers etc.
Many things are damaged and really gross. And tap in the bathroom is pretty outdated. There's one for hot and one for cold water. You can either burn your hands, and I mean it, or freeze them. We took pictures of every single thing with time stamps.
We then sent the pictures to the agency saying that conditions are not acceptable and asking them to make it right. They tried to wrestle their way out of it but in the end promised to do something about it. Well, they didn't. It's been over a month now and we are fed up with this situation. We are taking this issue to the Council to see if we can get any help.
Because if you take deposit and fees for cleaning the apartment, then I expect it to be clean and in decent condition. But it looks to me like you've never actually fixed anything in this place.
They've also lied to us about inventory check. They gave us time and date, but then changed it without letting us know. So obviously, we weren't there. And according to their contract, if we are absent during inventory check, we automatically agree to whatever is written in the papers. Not shady at all.
After seeing the poor state of the apartment, I can see why they did this. It's pretty obvious they will try and screw us over the deposit. The apartment is a ruin. It was not cleaned for us, even though it was in the market for about a month, so they totally had time to do so. There were leftovers in the freezer, gross food stains inside the cupboards. We didn't notice the stains at first because someone simply flipped it. How creative. We've also found some trash from previous tenants stuck in cupboards: candy wrappers etc.
Many things are damaged and really gross. And tap in the bathroom is pretty outdated. There's one for hot and one for cold water. You can either burn your hands, and I mean it, or freeze them. We took pictures of every single thing with time stamps.
We then sent the pictures to the agency saying that conditions are not acceptable and asking them to make it right. They tried to wrestle their way out of it but in the end promised to do something about it. Well, they didn't. It's been over a month now and we are fed up with this situation. We are taking this issue to the Council to see if we can get any help.
Because if you take deposit and fees for cleaning the apartment, then I expect it to be clean and in decent condition. But it looks to me like you've never actually fixed anything in this place.
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Dec 05, 2018
Hi AC I am sorry to see that you have experienced issues with our service. Please could I ask that you email me direct: [email protected] with details of your property, the office you have been dealing with and any outstanding issues that you may have, so that I can investigate the matter further for you with the relevant property team.
I look forward to haring from you.
Kind regards
Penny Graham
Touchstone CPS Ltd
Dec 03, 2018
Hi AC I also rent off touchstone have for over a year now, It's my first family flat and there nothing good to say about the company. I agree with evything you have said in your comment, there a lot of people said the same about the company they are good at getting you in fast but never fixing the problems.I moved in to the flat with a new born baby and I had mould in every room. I also had mould on the roof of my kitchen, I called so many time and email them load to wait 9months to fix the problem. When that was fixed I asked can I get my flooring fix cause it has chucks and nails sticking out it. That was 5 months ago and they are just getting around to it now. I could go into so much detail about this company but they don't listen. It's that bad I emailed Helen king head of the company because there staff can't do there jobs right.
I don't see how hard it is for a company just to pick up the phone and sort a problem out, call the joiner or who ever set a date and that's will be it sorted but no they drag it out for months thinking it will go away but it don't.
I could go on and on about them but don't want to crush your review. If only you could take stars away from them. The 5 star people are all fake cause I seen a few names that are not good at there jobs.
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20th Aug 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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Kaila has been brilliant throughout our application and can't thank her enough for her help...
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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.
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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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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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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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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.
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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
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Feb 27,2024
Feb 27,2024
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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
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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
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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
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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.
Kind regards
Touchstone ...
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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!
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Thanks again.
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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.
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Best wishes to you in your new home.
Kind regards
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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
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Feb 17,2023
Feb 17,2023
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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.
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Jul 12,2022
Jul 12,2022
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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
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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
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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
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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
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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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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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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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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
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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 
I note that the comments you made in response to AC's review.
Please could I ask that you email me direct: [email protected] with details of your property, the office you are dealing with and any outstanding issues, so that I can investigate the matter further for you with the relevant team.
I look forward to hearing from you.
Kind regards
Penny Graham
Touchstone CPS Ltd