Touchstone CPS Ltd
Bath, BA2
3.8/5, 179 reviews
69% recommended
100% lettings valuation accuracy
66% lettings fee satisfaction

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“Deposit withheld by touchstone - OVERRULED by TDS...”

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Apr 05,2021
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By: 'Amanda Lynden'
Apr 05,2021
3 people found
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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 we took the lease this property was filthy ( urine streaked toilets, mouldy fridge & washing machine, filthy oven, we kept photos and reported it back to Touchstone, guess what? they didn't want to know. Fast forward 6 months & after a proper clean , we moved out. We were horrified to learn that Touchstone felt they could withhold £300 of our deposit which they claimed was for redecoration. Now imagine they try this on every tenant? .....SCAM? We disputed this ( presented our photos AGAIN) and we won. Full refund of deposit given. ADVICE TO ANYONE LEAVING A TOUCHSTONE PROPERTY, DO NOT ACCEPT THEIR VERSION OF YOUR CHECKOUT. KEEP PHOTOS AND RAISE A DISPUTE. IT COSTS NOTHING. I would never recommend a company that believes it' is ok to ignore its tenants & the company that they employ to do their checkout reports.
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By: Natalie James
Apr 09, 2021
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 cleaners to hopefully avoid a repeat of this situation in future.

Best wishes in your new home.

With kind regards

Natalie James
Touchstone
By: Amanda Lynden
Apr 06, 2021
*The check out report deemed the evident marks to be ‘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.
THIS is exactly why we chose to dispute Touchstones claims that they don’t need to take any notice of the check out inventory and why our deposit was returned in full.
And STILL no one from Touchstone acknowledges the filthy condition of this property when we took it on ( raised immediately with Touchstone & conveniently ignored) The standard you applied at check out did not apply when we moved in? How very shady indeed? Photos attached for anyone interested.
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By: Penny Graham
Apr 06, 2021
Dear Mrs Lynden

Whilst I understand your frustration with the deposit return process, this tenancy was for a duration of only 6 months and it was fully redecorated before the commencement of your tenancy. Upon checkout, there were evident marks on a lot of the walls, which was the reason a charge was made against part of your deposit. It was then referred for a third-party adjudication by the Tenancy Deposit Service and, on this occasion, they ruled in your favour deeming it as fair wear and tear.

This is the reason deposits are protected by an independent third party to ensure a fair and fully investigated outcome.

I apologise that this deposit return did not go smoothly for you.

Kind regards
Daniel Comber
Touchstone

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Latest Reviews

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20th Aug 2024
reviewed by 'Sophie Worswick'
“Kaila has been brilliant throughout our application and can't thank her enough for her help...”
15th Aug 2024
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“5 Star Service from the Touchstone team! With having many not so wonderful experiences with agencies in the past, we found ......”
15th Jul 2024
reviewed by 'Stanley'
“It was a good experience with the team Touch Stone. Very clear, information and guidance. Customer-friendly and truly professional....”
18th Apr 2024
reviewed by 'Dan'
“Kaila was always there to answer any questions we had and was great at reaching out first when anything was ......”
21st Mar 2024
reviewed by 'Louise'
“They have helped me so much with the problems i have.Such nice people to talk to and helpful....”
20th Mar 2024
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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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Touchstone CPS Ltd
2 Crescent Office Park Clarks Way
Bath
Somerset
BA2 2AF
01225 838 490

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“Kaila has been brilliant throughout our appli......”

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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 ...

“5 Star Service from the Touchstone team! ......”

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By: 'Kirsten Mckenzie'
Aug 15,2024
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5 Star Service from the Touchstone team! With having many not so wonderful experiences with agencies in the past, we found Kaila to be very professional and helpful. She always got back to us quickly with the information we requested and was happy to assist where ...
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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 ...

“Professional...”

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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 ...

“Kaila was always there to answer any question......”

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Apr 18,2024
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By: 'Dan'
Apr 18,2024
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Kaila was always there to answer any questions we had and was great at reaching out first when anything was required. Helped the process run smoothly and relieved stress by keeping us updated throughout the process....
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Apr 18, 2024
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Hi Dan It’s wonderful when we receive such positive feedback from our customers, so thank you. Thanks too for your praise of our colleague Kaila and the service she provided recently. Kaila works hard to make the process as seamless as possible for her customers, so she will be delighted with your feedback?. Kind regards Touchstone ...

“They have helped me so much with the problems......”

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Mar 21,2024
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Mar 21,2024
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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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By: Penny Graham
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 ...

“3 weeks without a washing machine...”

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Mar 20,2024
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Mar 20,2024
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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 ...

“Shockingly awful. AVOID RENTING WITH THEM. Tr......”

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Feb 27,2024
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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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By: Penny Graham
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 ...

“Would not recommend, less than 1 star deserve......”

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Feb 12,2024
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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 ...

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By: 'Mohamed Mahgoub'
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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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 ...

“They were friendly, professional and apt to a......”

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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 ...

“Communication excellent. Polite. Always able ......”

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Jul 31,2023
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By: 'Gianni Honey'
Jul 31,2023
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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 ...

“Kaila and Jenna were exceptional. Both very p......”

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May 24,2023
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By: 'Michelle'
May 24,2023
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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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By: Mrs Penny Graham
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 ...

“I have signed a contract to rent a property. ......”

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Feb 21,2023
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By: 'TV'
Feb 21,2023
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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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By: Mrs Penny Graham
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 ...

“The portal is not that easy to use ask questi......”

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Feb 17,2023
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By: 'Anthony'
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 ...

“I have had nothing but bad customer service f......”

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Oct 04,2022
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By: 'Nikita Hulin'
Oct 04,2022
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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 ...

“The company the agents use to fix things are ......”

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Jul 12,2022
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By: 'Alina'
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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By: Mrs Penny Graham
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 ...

“Get ready to be ripped off...”

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Nov 22,2021
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By: 'Heidi'
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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By: Penny Graham
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 ...

“Horrific service. Everyone ignores emails and phone calls ......”

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Oct 02,2021
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By: 'Nadia'
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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By: Penny Graham
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 ...

“Efficient, professional and friendly......”

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Sep 30,2021
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By: 'Becky'
Sep 30,2021
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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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By: Penny Graham
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 ...

“Poor communication, poor property cleanliness......”

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Sep 29,2021
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By: 'Nick'
Sep 29,2021
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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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By: Penny Graham
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 ...

“Communication between agency and tenants is e......”

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Apr 07,2021
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By: 'Enrique'
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 ...

“Thank you to Amy Goodlass for being so helpfu......”

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By: 'Alexander'
Apr 07,2021
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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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By: Penny Graham
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 ...

“Deposit withheld by touchstone - OVERRULED by TDS...”

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Apr 05,2021
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By: 'Amanda Lynden'
Apr 05,2021
3 people found
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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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By: Natalie James
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 ...

“Very unhelpful letting agency, would not reco......”

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Jan 08,2021
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By: 'Hannah Shaw'
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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By: Penny Graham
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 ...

“Always quick to sort out any problems very pr......”

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Dec 04,2020
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By: 'David'
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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By: Penny Graham
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 ...

“Charlotte Young and Jude Bragg on the AR6 des......”

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Nov 25,2020
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By: 'Tony'
Nov 25,2020
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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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By: Natalie James
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 ...

“Professional and Reliable...”

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Nov 18,2020
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By: 'Joel'
Nov 18,2020
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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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By: Natalie James
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 ...

“My husband and I sent countless emails for re......”

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Oct 21,2020
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By: 'Stacey'
Oct 21,2020
1 people found
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My husband and I sent countless emails for repairs to Touchstone, many of them went unnoticed, sometimes waiting weeks for a reply (when we chased aready). Things that were an emergency were never treated as an emergency (black mold, broken boiler, no hot water or ...
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By: Natalie james
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 ...

“Really bad customer service. Appliance doesn’......”

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Oct 12,2020
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By: 'Mohamad'
Oct 12,2020
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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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By: Natalie James
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 ...

“Both andreea and Jessica was very understandi......”

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Sep 21,2020
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By: 'Chris'
Sep 21,2020
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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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By: Natalie James
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 ...
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Tenant Fees

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Last updated at 05/06/2024, 2:47 PM by Penny Graham
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 1:47 PM 05/06/2024 by Penny Graham

Awards won by Touchstone CPS Ltd, Bath BA2 2AF



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