0% lettings valuation accuracy
89% lettings fee satisfaction
Jan 27,2021
Jan 27,2021
0
people found
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When we took the property on it was filthy! Covid meant we could not attend the handover In person and had only viewed the property online. I took lots of photos and emailed them to Touchstone-who claimed it HAD been cleaned, not surprisingly they weren't interested.
A different story on the checkout... Touchstone are trying to retain Almost £300 of our deposit for various light scuffs on walls ( compared to when we moved in the property is immaculately clean )
The checkout report notes these marks as fair wear & tear so why are Touchstone charging for us for 'fair wear & tear'
“ The housing act schedule 10' which covers the tenancy deposit legislation , makes it clear that fair wear & tear CANT be deducted from the deposit.
The amount claimed must be referable to
a) unpaid rent
b) a liability of the tenant to the landlord arising under or in connection with the tenancy in respect of i)damage to premises
ii) loss of or damage to property on those premises. “
I'm still waiting for touchstone to explain how scuffs constitute 'damage' to a property. I've got plenty of photos to support this but can't seem to upload on this site - I will keep trying!
A different story on the checkout... Touchstone are trying to retain Almost £300 of our deposit for various light scuffs on walls ( compared to when we moved in the property is immaculately clean )
The checkout report notes these marks as fair wear & tear so why are Touchstone charging for us for 'fair wear & tear'
“ The housing act schedule 10' which covers the tenancy deposit legislation , makes it clear that fair wear & tear CANT be deducted from the deposit.
The amount claimed must be referable to
a) unpaid rent
b) a liability of the tenant to the landlord arising under or in connection with the tenancy in respect of i)damage to premises
ii) loss of or damage to property on those premises. “
I'm still waiting for touchstone to explain how scuffs constitute 'damage' to a property. I've got plenty of photos to support this but can't seem to upload on this site - I will keep trying!
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Apr 05, 2021
TDS have ruled in our favour and returned our full deposit- obviously the photo evidence we kept showed them exactly how this property was handed over to us, which did not correlate with the standards applied on our checkout. Dealing with touchstone has been an eye opener -shady is an understatement! If they try this trick with every tenant they must be rubbing their hands together.
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Latest Reviews
22nd Apr 2021
reviewed by 'Atif'
27th Jan 2021
reviewed by 'Amanda'
2nd Feb 2020
reviewed by 'Andrew'
28th Oct 2019
reviewed by 'Lydia'
5th Aug 2019
reviewed by 'Indrek'
Opening Hours
Address
Touchstone CPS Ltd
305 Grays Inn Road
London
Greater London
WC1X 8QR
01225 838 490
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 89% | £750 | £4,300 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 20 | 4 | 0 | 0 | 0 | 0 | 3 | 0 |
Areas covered
- London
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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Apr 22,2021
Apr 22,2021
0
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Not usually a fan of estate agents,, but it's been a pleasure renting through Touchstone and their wider team. Would highly recommend.....
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Apr 26, 2021
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Hi Atif
Thank you so much for your 5-star rating and wonderful review of the service that you received recently from Touchstone, it's very much appreciated.
Thanks again.
Kind regards
Penny Graham
Touchstone ...
Jan 27,2021
Jan 27,2021
0
people found
this helpful
this helpful
When we took the property on it was filthy! Covid meant we could not attend the handover In person and had only viewed the property online. I took lots of photos and emailed them to Touchstone-who claimed it HAD been cleaned, not surprisingly they weren't ...
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Yes
Apr 05, 2021
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(1)
TDS have ruled in our favour and returned our full deposit- obviously the photo evidence we kept showed them exactly how this property was handed over to us, which did not correlate with the standards applied on our checkout. Dealing with touchstone has been an eye opener -shady is an understatement! If they try this trick with every tenant they must be rubbing their hands together. ...
Feb 02,2020
Feb 02,2020
0
people found
this helpful
this helpful
Paid £650/wk for a one bedroom that was provided in an unclean state at move-in date. I dealt with Mr Matthew Achilles and Mr Matthew Johnston who both had the arrogance to attempt to make it my problem to resolve. Stay away from these people....
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Feb 04, 2020
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Hi Andrew
I am sorry that upon move-in you found the cleanliness of your new home was below our usual standard.
Since writing your review, I understand that you have again corresponded with our Matt Johnstone and that further cleaning has been carrried out.
With this matter behind us, I hope that you are now able to settle in and start enjoying your new home.
Kind regards
Penny Graham
Touchstone ...
Jan 08,2020
Jan 08,2020
0
people found
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Caroline Evans is the best.
We worked with Caroline Evans and she was the best. Extremely professional, polite, understanding and helpful. She was very efficient as she helped us get into the property we had liked ensuring all necessary documentation was submitted in a timely ...
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Jan 24, 2020
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Hi Punita
Wow! Thank you so much for your glowing commendation of my colleague, Caroline Evans, and the service that she has provided to you recently. Having worked with Caroline for several years, I know her to be conscientious and professional but also approachable and helpful.
Thanks again for your review, it's much appreciated.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone ...
Oct 28,2019
Oct 28,2019
0
people found
this helpful
this helpful
I am a very new tenant of a property managed by Touchstone CPS. I can only comment on the move-in process at this time, but it went very smoothly! Susan was a pleasure to liaise with - she gave me all the information I needed, ...
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Nov 01, 2019
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Hi Lydia
Thank you for your wonderful commendation of my colleague Susan Lywood's handling of your recent move. Having for worked with Susan, I know her to be friendly and knowledgable, so it is very pleasing to see her work acknowledged by our customers.
Thanks again and best wishes for your new home.
Kind regards
Penny Graham
Touchstone ...
Aug 05,2019
Aug 05,2019
0
people found
this helpful
this helpful
A huge thank you to Susan Lywood for making our move into a new flat so stress free. She has been very professional and friendly. Couldn’t ask more from a property manager. Excellent experience, highly recommended!...
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Aug 06, 2019
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Thank you so much for your 5 star rating and wonderful comments about your recent experience dealing with my colleague Susan Lywood. It's always pleasing to hear such positive feedback about my colleagues and have a happy customer.
Thanks again for taking the time to review our service.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone ...
Jan 23,2019
Jan 23,2019
0
people found
this helpful
this helpful
My partner and I recently moved in to a Touchstone's property.
Our experience has been a very pleasant and stress -free one, thanks to the professional and prompt arrangements managed by the property manager Susan Lywood. Susan has been very helpful, kind and attentive, making ...
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Jan 29, 2019
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Hi Enzo
Thank you for providing your wonderful review of the service provided by my colleague, Susan Lywood. Having worked with Susan for a few years, I know that she works hard to provide her customers with a friendly and efficient service but it's always great to see this acknowledged, so thank you.
Kind regards
Penny Graham
Touchstone ...
Jan 18,2019
Jan 18,2019
0
people found
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this helpful
Caroline made our move into a new flat completely seamless. She was professional, responsive and friendly, and went out of her way to make sure everything went smoothly. Couldn't recommend her more highly - thanks Caroline!...
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Jan 13,2019
Jan 13,2019
0
people found
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this helpful
I recently moved in to one of Touchstone's properties and love the fact you have a direct line straight through to a property manager (in my case Sue Lywood) and no endless call waiting/options buttons. Proper customer service and she has been so quick ...
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Comment on agent fees
Good
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Jan 18, 2019
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(1)
Hi Steven
Thank you so much for your wonderful review of the service you received from my colleague, Sue Lywood. I've worked with Sue for some time now and I know she works hard to ensure that her customers are well provided for, so it's great to see her endeavours acknowledged. Thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone ...
Dec 04,2018
Dec 04,2018
0
people found
this helpful
this helpful
Thanks very much to Gail for all her help on progressing my tenancy. She was always very responsive to any questions or queries, which helped make it a smooth process...
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Dec 05, 2018
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(1)
Hi Andrew
Thank you for submitting your review of Touchstone's service and especially for your comments about my colleague, Gail. It's great to provide the teams with such positive feedback, so thank you.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Nov 19,2018
Nov 19,2018
0
people found
this helpful
this helpful
Susan was very prompt when responding. Any questions we had she answered in a extremely informative manner and made us feel at ease leading up to the stressful moving in period! Thank you Susan :)...
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Nov 27, 2018
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Hi Sophie
Thank you for taking the time to review Touchstone and in particular the service you received from my colleague, Susan. It is always a pleasure to see a colleague recognised for their work. Thanks again.
Enjoy your new home.
Kind regards
Penny ...
Oct 23,2018
Oct 23,2018
0
people found
this helpful
this helpful
Very professional service. Everything was done online so it was convenient for me. All the documents were very transparent and written not only for lawyers. Susan was very helpful at every step of the whole process....
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Oct 26, 2018
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Hi Robert
Thank you for reviewing Touchstone, it's much appreciated. I am pleased that you found our our service convenient and professional.
Thank you also for taking the time to highlight the service that you received from Susan. It's always great to see my colleagues recognised for their work.
Best wishes in your new home.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Oct 08,2018
Oct 08,2018
0
people found
this helpful
this helpful
Gail was quick, polite and really helpful when I complained about a party that started at midnight on a Sunday evening and did not finish until 4am- ish Monday morning. She understood my worries and action-ed them instantly....
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Comment on agent fees
N/A
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Oct 09, 2018
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(1)
Hi Sarah
Thank you for your great review of the service that you received from my colleague, Gail.
It's always great to see my colleagues recognised for their hard work, so thank you for taking the time to leave your review. It is very much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Aug 14,2018
Aug 14,2018
0
people found
this helpful
this helpful
Great work for Susan! Very quick at responding . We received a lot of help and support. I would highly recommend!...
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Comment on agent fees
Very understanding
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Aug 21, 2018
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(1)
Hi Cristina
Thank you for your wonderful review of the service provided by my colleague, Susan Lywood, it's much appreciated and great to see her hard work recognised by our customers.
Thanks again.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Jun 14,2018
Jun 14,2018
0
people found
this helpful
this helpful
Great work from Susan and Caroline. Great communication and fast responses. They had an answer for every question we had. Polite, respectful and efficient. I would definitely recommend Susan and Caroline to anyone who is looking to rent in the areas that they cover. Keep ...
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Jul 02, 2018
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Hi M.
Thank you so much for your glowing commendation of my colleagues, Susan and Caroline. It's much appreciated and great to see their hard work recognised, so thank you.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
May 17,2018
May 17,2018
0
people found
this helpful
this helpful
I was fortunate to be in contact with Samuel while looking for a flat and he was kind enough to show me the same flat twice. He was very responsive and transparent and not remotely pushy, which was refreshing. I felt very confident that this ...
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Jun 01, 2018
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Hi Ed,
Thank you so much for taking the time to review our service but particularly for your comments regarding my colleague, Sam. I will ensure that your comments feedback to Sam.
Many thanks.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Apr 04,2018
Apr 04,2018
0
people found
this helpful
this helpful
Caroline was wonderful! Very friendly and accommodating. She was always on time and returned all phone calls promptly. She was a delight!
Sue was also lovely and easy to deal with but was delayed on sending through a few items. Overall though she was very ...
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Apr 13, 2018
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Hi Amy.
Thank you for taking the time to give a review of Touchstone's service and especially your great comments about my colleagues, Caroline and Susan. I know how hard they both work to provide great service to our customers, so it's great to see this recognised. Thanks again.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Mar 05,2018
Mar 05,2018
0
people found
this helpful
this helpful
Touchstone had less than 7 days (!) to get me into my new property and they tasked Susan and Caroline with making that happen:
Caroline - fantastic communicator, highly professional and very proactive in her approach.
Susan - highly experienced, great personality and fast execution.
Both a ...
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Mar 27, 2018
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(1)
Hi Shameer
Thank you so much for your wonderful review of our service and particularly the work of my colleagues Caroline and Susan. It is always satisfying to see my colleagues' work recognised by our customers. So, thank you, it's much appreciated.
Kind regards
Penny Graham
Touchstone CPS Ltd ...
Nov 22,2017
Nov 22,2017
0
people found
this helpful
this helpful
Everything went really smoothly and I got answers in a matter of minutes for all my questions.
My situation was handled in a very professional and friendly way....
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Comment on agent fees
All was good on that side! Nothing out of the ordinary.
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Nov 28, 2017
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Hi Daniel. Many thanks for taking the time to leave a review, it is much appreciated.I was delighted to read your comments about the service you have received from Touchstone and I will ensure that both Caroline & Susan are are advised too. Kind regards Penny Graham, Touchstone CPS Ltd ...
Oct 10,2017
Oct 10,2017
0
people found
this helpful
this helpful
I am very satisfied with Touchstone especially Caroline who is the main contact. She delivers a professional and smart service and she is willing to help. I strongly recommend this company....
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Oct 10, 2017
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Hi Shiang. Thank you so much for your wonderful review of our service and especially that of my colleague, Caroline, in our London Office. It's always great to read such reviews, so thank you for taking the tie to leave your review, it is much appreciated. Kind regards Penny Graham, Touchstone CPS Ltd ...
Sep 28,2017
Sep 28,2017
0
people found
this helpful
this helpful
Very professional and dedicated person, she did everything she could to move us in the flat as soon as possible, and we were in in 3 days....
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Sep 29, 2017
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Hi Guido. Thank you so much for your glowing commendation of the service you received from my colleague, Caroline Evans. It is always very pleasing to see my colleagues recognised for their hard work. Kind regards Penny Graham, Touchstone CPS Ltd ...
Jul 27,2017
Jul 27,2017
0
people found
this helpful
this helpful
So helpful and made our move easy. Very understanding and would highly recommend! Very quick at responding and helped us a lot....
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Aug 01, 2017
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(1)
Hi Emily. Thank you so much for taking the time to review our service and especially for your comments about my colleagues, Alana & Daisy. It's always great to see my colleagues recognised for their hard work and I'm sure that both will be very happy to see this too. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd ...
Jun 29,2017
Jun 29,2017
0
people found
this helpful
this helpful
A pleasure to work with.
Great management team, always organised and up to date with the market! Would highly recommend....
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Jun 30, 2017
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Hi. Thank you for taking the time to review of our London Office and, more specifically, my colleague Caroline Evans. Its always great to see a colleagues work recognised. Also, Ill feedback your comment to Caroline. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd ...
Jun 25,2017
Jun 25,2017
0
people found
this helpful
this helpful
Service could be better especially communication which fell short at times. It took almost a couple of months of chasing before moving in and again lack of communication in terms of what the hold up was which was a real pain. Eventually moved in and ...
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Comment on agent fees
No fee
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Jun 30, 2017
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Hi Agatha. Thank you for taking the time to review our service, its much appreciated. I am sorry to read that our service didnt meet your expectations on this occasion. Please could you contact the London office direct via [email protected] with further details so that they can investigate further as to where improvements in our communication can be made for you. Thanks again. Kind regards Penny Graham, Touchstone CPS Ltd. ...
Jun 21,2017
Jun 21,2017
0
people found
this helpful
this helpful
I have been dealing with Touchstone for two years and have never had any issues. Caroline Evans is great and always responds to queries straight away.
I would highly recommend....
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Jun 22, 2017
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Hi Marc. Thank you for your great review of the service provided by our London Office and particularly for your commendation of my colleague, Caroline. It's great to receive such positive feedback and much appreciated. Kind regards Penny Graham, Touchstone CPS Ltd ...
Jun 02,2017
Jun 02,2017
0
people found
this helpful
this helpful
Very professional in dealing with me but in a friendly way. I was very satisfied after dealing with Lee. Good customer service...
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Jun 06, 2017
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Hi Mill. Thank you so much for taking the time to write your review. It's great to see that you're happy with the service you've received from Touchstone, especially from Lee. Kind regards Penny Graham, Touchstone CPS Ltd ...
Apr 28,2017
Apr 28,2017
1
people found
this helpful
this helpful
Awful experience with this company. Waiting weeks for replies to emails, yearly rent increase despite being given no reason for the increase- they certainly didn't do any work to improve the property's state (which by the way was old, run down and clearly needed improvements). ...
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Vendor Fees
No fees set.Landlord Fees
No fees set.Tenant Fees
No fees set. Last updated at 05/06/2024, 2:46 PM by Penny GrahamComplaints Procedure
Please visit our website for our Complaints Procedure:
https://www.touchstoneresi.co.uk/complaints-procedure
Last updated at 1:46 PM 05/06/2024 by Penny Graham
https://www.touchstoneresi.co.uk/complaints-procedure
Best Letting Agent in EC2R 
