0% lettings valuation accuracy
95% lettings fee satisfaction
Jun 28,2022
Jun 28,2022
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My experience as a tenant with Touchstone, Edinburgh has been terrible so far (and imagine I haven't even moved in to my new apartment yet).
Several little things have happened that would normally be red flags but probably the most important one has been with my moving in process.
A week or so before the move-in date I asked the details on how I will access the keys of the apartment. The property manager respodned that I would need to collect them from the office on the move-in date. That was not very convenient since it added an extra reason to stress on the move-on date, but that was not the worst part. The property manager advised that I would be provided the details of the office where I would be able to collect the keys, a day or two before the move-in date. That didn't sound very reasonable but I said that's fine, it may just be their policy. Two days before the move-in date I received nothing, so the day before the move-in date I dedided to email the property manager and ask for the instructions. And then I got an automated reply that the manager is not available because being on annual leave. I called her on mobile and office phones but the first was off and there was no response in the second. So, the day before my move-in date I had no instructions on how I can access the keys of the aprtments and my point of contact was on annual leave. And it didn't get any better. I tried to call the Edinburgh office, at the emergency line. I called multiple times, spent more than an hour but no one was answering the phone.
I then decided to call the emergency number for out of office hours and I was connected to the Bath office. The lady took my details and possibly that was the reason after few more tries someone at the Edinburgh office finally picked up the phone. I explained my situtation and they called me back to let me know that I would be provided the details on how to access the office the day I was moving in. Such a great time... Totally unprofessional and with no consideration on the stressful condition that the tenants can be when moving in. As if they were seeking to make things more challenging and create on purpose a fairly unpleasant and unconvenient situation.
Several little things have happened that would normally be red flags but probably the most important one has been with my moving in process.
A week or so before the move-in date I asked the details on how I will access the keys of the apartment. The property manager respodned that I would need to collect them from the office on the move-in date. That was not very convenient since it added an extra reason to stress on the move-on date, but that was not the worst part. The property manager advised that I would be provided the details of the office where I would be able to collect the keys, a day or two before the move-in date. That didn't sound very reasonable but I said that's fine, it may just be their policy. Two days before the move-in date I received nothing, so the day before the move-in date I dedided to email the property manager and ask for the instructions. And then I got an automated reply that the manager is not available because being on annual leave. I called her on mobile and office phones but the first was off and there was no response in the second. So, the day before my move-in date I had no instructions on how I can access the keys of the aprtments and my point of contact was on annual leave. And it didn't get any better. I tried to call the Edinburgh office, at the emergency line. I called multiple times, spent more than an hour but no one was answering the phone.
I then decided to call the emergency number for out of office hours and I was connected to the Bath office. The lady took my details and possibly that was the reason after few more tries someone at the Edinburgh office finally picked up the phone. I explained my situtation and they called me back to let me know that I would be provided the details on how to access the office the day I was moving in. Such a great time... Totally unprofessional and with no consideration on the stressful condition that the tenants can be when moving in. As if they were seeking to make things more challenging and create on purpose a fairly unpleasant and unconvenient situation.
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Latest Reviews
28th Nov 2024
reviewed by 'Chelsea'
25th Nov 2024
reviewed by 'Marzena'
28th Oct 2024
reviewed by 'Stuart'
16th Oct 2024
reviewed by 'Eireanne'
16th Oct 2024
reviewed by 'GAYNA HENDLEY'
14th Oct 2024
reviewed by 'Prathiba Thimmappa'
Opening Hours
Address
Touchstone CPS Ltd
1 Hay Aveune
Edinburgh
City of Edinburgh
EH16 4RW
0131 657 5139
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 95% | £402 | £1,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 133 | 28 | 0 | 0 | 0 | 0 | 7 | 2 |
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- London
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Nov 28,2024
Nov 28,2024
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Everybody at touchstone helped us out. Whether it be through email or in person viewings. Would highly recommended...
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Dec 03, 2024
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Hi Chelsea
Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our colleagues, especially Krzysztof, helpful during your recent application. The whole team works hard to support our customers at this busy time, so to have their efforts appreciated is wonderful.
Thanks for sharing; it's much appreciated.
Best wishes
Touchstone ...
Nov 25,2024
Nov 25,2024
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Great very helpful ,really happy with service
Especially Krzysztof who deal with us from beginning...
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Nov 27, 2024
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Hi Marzena
Thank you for your sharing your experience with us, it's much appreciated.
Thanks too for highlighting the work of our colleague, Krzysztof, he will be delighted with your kind words. Our colleagues understand that moving can be a busy time for our customers, so they work hard to make this process as smooth as possible.
Best wishes
Touchstone ...
Oct 28,2024
Oct 28,2024
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Dont expect any repairs to get done, emails to get replied too.
Lots of tenants do what they wish, and nothing gets done about it. Smoking in flats, do as you please.
Report any repairs, and get the standard reply, landlord will not approve the ...
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Nov 05, 2024
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Hi Stuart
Thank you for your feedback.
We are aware of the concerns you have raised and we are sorry that you have been affected.
The team has recently issued a reminder to residents regarding the problem with smoking, and they will also be making ad hoc visits to site to gain further insight in to the issues you have reported.
Kind regards
Touchstone ...
Oct 16,2024
Oct 16,2024
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John has been absolutely amazing throughout the whole process, very informative and knowledgeable. Gave us all the information we needed and thankfully has been a very quick turn around for us from viewing the show flat, finding out we had been offered the tenancy to ...
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Oct 16, 2024
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Hi Eireanne
We're delighted with your feedback, so thank you for sharing your experience with us.
Thank you for recognising the great customer service of our colleague, John, from application to moving-in; it's always great to hear such positive feedback about colleagues. We'll be sure to let John know, he'll be chuffed.
We hope that you're settling in well.
Best wishes
Touchstone ...
Oct 16,2024
Oct 16,2024
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John was fab throughout the process, from the viewing to picking up the keys. Really hassle free - thanks!...
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Oct 22, 2024
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Thanks Gayna. We're delighted that you found our service hassle-free!
It's great to hear that our colleague John was able to assist you throughout the application and move-in process seamlessly; we'll be sure to let John know your kind comments.
Best wishes to you in your new home; we hope you're settling in well.
Kind regards
Touchstone ...
Oct 14,2024
Oct 14,2024
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John is excellent at what he does. He provided me with detailed information. And when I wanted to a later move in date, he helped me to get suitable move in date. The way he welcomed me to my new home was absolutely fantastic! Thanks ...
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Oct 15, 2024
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Hi Prathiba
We're delighted you chose to share your experience with us; thank you.
We are happy to hear that our colleague, John, was able to guide you through our processes and assist you whenever needed. We'll ensure that your feedback is shared with John; he'll be delighted with your comments.
Best wishes for your new home.
Kind regards
Touchstone ...
Sep 29,2024
Sep 29,2024
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Great experience finding and renting a flat through touchstone and John, no question was left unanswered and all paperwork etc was sent through and confirmed very quickly. Highly recommend....
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Oct 01, 2024
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Hi Amanda
Thank you for your feedback and recommendation, it's greatly appreciated.
We're delighted to hear that you had such a positive experience with Touchstone, particularly when dealing with our colleague, John. Thank you for recognising John's efforts to make the process and transition as smooth as possible?
Best wishes for your new home.
Kind regards
Touchstone ...
Sep 27,2024
Sep 27,2024
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Had a great experience from the viewing to my move in date especially thanks to John!...
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Oct 01, 2024
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Hi Conor
Thank you for your feedback about our services; it's much appreciated. We are delighted to hear that you found our colleague, John, so helpful throughout the process. We'll be sure to let John know ?
We hope that you're settling in well to your new home.
Kind regards
Touchstone ...
Sep 27,2024
Sep 27,2024
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John showed me the flat initially and was excellent and so informative and then met him again to collect my keys and once again excellent. Really welcomed me to my new home and showed me absolutely everything! No questions were needed! Thanks John!...
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Oct 01, 2024
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Hi Sean
Thank you for your feedback, it's very much appreciated.
It is wonderful to hear your wonderful comments about our colleague, John, and how helpful he was throughout the application and move-in process. John really does everything possible to make our customers' move as smooth as possible.
Best wishes for your new home.
Kind regards
Touchstone ...
Sep 27,2024
Sep 27,2024
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John was very informative and helpful through out our move. The turn around was amazing in just under one week. Thanks so much again....
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Oct 01, 2024
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Hi Libby
Reading your review makes us very happy, so thank you for contributing. It is wonderful when everything comes together and we're able to work with our customers to make the seemingly impossible possible!
Enjoy your new home!
Kind regards
Touchstone ...
Sep 27,2024
Sep 27,2024
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John was really helpful, he showed on time and was really knowledgeable. He was able to answer all our questions (this is our first tenant agreement so we had a few). He was super nice and polite both in the viewing and when we moved....
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Oct 01, 2024
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Hi Ana
Thank you so much for taking the time to share your experience with us. We are delighted to hear that you found our colleague, John, helpful, punctual, and able to answer your queries; this is precisely how it should be.
We'll be sure to pass along your wonderful feedback, it will make John very happy ?
We hope that you're settling in well to your new home.
Kind regards
Touchstone ...
Sep 26,2024
Sep 26,2024
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John was very helpful when we were moving into our new property. He was very experienced, answered any questions that we had and was very patient and professional. He was very thorough and insured we knew everything necessary...
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Oct 01, 2024
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Hi Amy
Thank you for taking the time to review our services and especially for your glowing review of our colleague, John and his pleasant manner; it's very much appreciated. John works hard to provide excellent customer service, so it's always wonderful to receive such positive feedback from our customers.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Sep 26,2024
Sep 26,2024
0
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Collected the keys and moved some of our belongings into our new flat today, John who gave us our keys and went over everything in the flat with us was super helpful! Answered any and all questions we had for him as well as some ...
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Oct 01, 2024
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Hi Declan
Thank you for taking the time to review our service. We are happy to hear that our colleague, John, was able to answer your queries so pleasantly and efficiently; that's just what we like to hear ?
We'll enjoy passing on your kind words to John, so thank you.
Best wishes settling into your new home.
Kind regards
Touchstone ...
Sep 26,2024
Sep 26,2024
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Easy and smooth process with john. Very happy with everything...
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Oct 01, 2024
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Hi Jordan
Thank you for taking the time to share your experience with Touchstone; we really appreciate it.
We are delighted to hear that you're pleased with everything, and that our colleague John was on hand to ensure an easy and smooth transition for you; John is really making a name for himself!
We hope you are settling in well to your new home.
Kind regards
Touchstone ...
Sep 26,2024
Sep 26,2024
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Was shown around the property before signing contracts by John. He was very upfront with all the information required and listed all the details neatly. Moving in was swift and easy. John was on hand to help with any needs or enquires. No information was ...
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Oct 01, 2024
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Hi Anthony
Thank you for contributing so positively to our reviews; it's much appreciated.
We're happy to hear that John was able to provide a smooth application and move-in for you. Thanks too for recognising John's great customer service; it's always nice to pass on such positive feedback to our colleagues; thank you.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Sep 26,2024
Sep 26,2024
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John was really helpful through the whole moving in process. Always on hand to answer any questions and explain what the next steps were. It was useful to have an app to see how the application was progressing too....
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Oct 01, 2024
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Hi Cat
Thank you for sharing your experience with Touchstone, particularly your feedback on our colleague, John; it really is appreciated.
John works tirelessly to assist all customers during the busy application and move-in process, so thank you for recognising his endeavours; we'll be sure to pass on your kind comments to him.
Thank you for your feedback on our App too, that's very helpful.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Sep 25,2024
Sep 25,2024
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Moving in our new flat was easy and smooth.
We love our new flat.
John was friendly and polite during flat viewing and on move in day.
He gave us all Information we needed.
Thanks again...
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Oct 01, 2024
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Hi Muzi
Thank you for adding to our reviews. We're delighted to hear that you love your new flat and that to process was easy and smooth for you; it's exactly what we want to hear.
We will pass along your feedback to John, it'll make his day! Thank you.
Best wishes
Touchstone ...
Sep 19,2024
Sep 19,2024
0
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Moving in was such a breeze and the flats are beautiful! John went above and beyond and was so helpful throughout the application process, moving in and even when I had some questions afterwards. For it being such a fast process that most people would ...
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Sep 24, 2024
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Hi Joanna
Wow! What wonderful praise for our colleague, John.
John, like all of our colleagues, works hard to provide our customers with a smooth transition from application to move-in, and we're delighted to hear that John did just that.
We hope that you are settling in nicely to your new home and send you our best wishes.
Kind regards
Touchstone ...
Sep 18,2024
Sep 18,2024
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Touchstone and John have been extremely helpful and supportive throughout the process of applying for my new flat. I have moved to Glasgow from England so was a bit of an awkward case, but John and the team have been wonderful in changing things and ...
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Sep 24, 2024
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Hi Kristie
We're delighted to hear that you found John and the Touchstone team helpful and supportive during your recent move. John and the team work hard to assist our customers in any way they can, so to hear your feedback is wonderful; thank you. We'll be sure to pass your comments along to the team ?.
We hope that you're settling in well and wish you all the best in your new home.
Kind regards
Touchstone ...
Sep 18,2024
Sep 18,2024
0
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Picked up keys for my new flat today, it’s lovely and John was super friendly and helpful - the process has been all smooth so far :)...
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Sep 24, 2024
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Hi Holly
We're pleased to hear that you're happy with your new home, and we appreciate you sharing your experience with us. It's also good to know that our colleague John was able to assist with any queries you had during the move-in process. We'll be sure to pass along your kind words.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Aug 29,2024
Aug 29,2024
0
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Just got the keys from Touchstone this morning for my new flat, great flat and great company was so easy to deal with and so responsive and helpful especially John who from the viewing day has been so helpful and supportive throughout the whole process! ...
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Sep 04, 2024
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Hi Paula
We are pleased that you took the time to share your experience with us; thank you.
Thank you for recognising our colleague John and for the assistance and support he provided during the application process; he will be delighted with your kind words.
Best wishes to you for your new home.
Kind regards
Touchstone ...
Aug 27,2024
Aug 27,2024
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The whole experience with touchstone has been very easy and positive. John specifically has gone above and beyond to support through the process and has been on hand to answer all my questions and offer help. The property itself is great condition and I’m ...
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Aug 28, 2024
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Hi Caitlin
Thank you for taking the time to share your experience with us; it's appreciated. We're delighted to hear that with John's assistance, you found our application processes easy and positive.
We're happy that you're pleased with your new home and hope that you're enjoying settling in.
Best wishes
Touchstone ...
Aug 16,2024
Aug 16,2024
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I moved into my new flat on Tuesday and John who I dealt with via the Glasgow/Edinburgh branch was just phenomenal.
His knowledge and expertise on the property and area left me feeling at ease. Also so nice to know he isn’t far ...
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Aug 20, 2024
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Hello Grace
Thank you for taking the time to share your experience with us and for your glowing commendation of our colleague, John; we greatly appreciate it.
We're pleased to hear John was able to put you at ease with his expertise and local knowledge during what must have been a daunting time for you; he'll appreciate your feedback, thank you.
Best wishes as you settle into your new home.
Kind regards
Touchstone ...
Aug 12,2024
Aug 12,2024
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We've had a great experience renting a house from Touchstone. From the very beginning, they've been incredibly responsive and helpful. Their app makes everything so much easier, from paying rent to reporting any issues. Speaking of issues, any problems we've had have been addressed and ...
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Aug 13, 2024
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Hi Matthew
We really appreciate you taking the time to share your experience with us; thank you.
We are delighted to hear that your recent application and move-in went smoothly thanks to our colleague John's efficiency and diligence. We always enjoy hearing such positive feedback about our colleagues, so thanks for sharing!
Best wishes for your new home.
Kind regards
Touchstone ...
Jul 31,2024
Jul 31,2024
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From the moment I received the keys, John was incredibly professional and welcoming. He took his time to show me around the property, making sure I was familiar with all the features and amenities which I greatly appreciated. His cheerful demeanour and good banter made ...
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Aug 01, 2024
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Hi Parker
We appreciate you taking the time to share your experience with us.
Thank you also for your glowing commendation of our colleague, John. It's great to hear that you found John to be personable and helpful throughout the application and move-in process, resulting in a stress-free move.
We will forward your wonderful feedback to John, it will make his day!
Best wishes to you in your new home.
Kind regards
Touchstone ...
Jul 18,2024
Jul 18,2024
0
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I can’t fault the experience I have received from going to see the show home to getting the keys on move in day. I have felt supported and following moving in it has been easy to get any issues I had solved (there hasn’...
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Jul 23, 2024
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Hello Eilidh
Thank you for taking the time to share your experience with us; we're thrilled that the process flowed seamlessly for you and that you're settling into your new home.
Thanks too for highlighting the work of our colleague, John. It really is appreciated.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Jul 15,2024
Jul 15,2024
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Overall I am very happy with my experience working with Touchstone. I found that once I supplied the relevant information to them the process on their end was quick and thorough.
I am happy with the conditions in my new flat and felt that John ...
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Jul 16, 2024
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Hi Garaidh
We're delighted to hear that your experience with Touchstone has been a positive one. Thank you for your wonderful feedback for our colleague, John. It's good to know that with John's guidance you felt supported throughout this busy and often stressful time.
We hope that you are settling well in your new home.
Best wishes
Touchstone ...
Jul 11,2024
Jul 11,2024
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Great service, smooth process, easy communication.
John showed me property and explained everything.
He was very professional and friendly.
Thank you!...
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Jul 16, 2024
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Hi Anton
We're happy to hear that you found our application and move-in processes straightforward.
We appreciate your feedback regarding our colleague, John. It's wonderful to hear that John provided you with friendly and professional guidance during your recent move, he'll be delighted with your comments. Thank you.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Jul 09,2024
Jul 09,2024
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John handled my move in excellently. He was able to answer all my questions and was helpful and professional throughout....
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Jul 11, 2024
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Hi Heather
We are so happy to hear that our colleague John was able to guide you though the process to move-in smoothly. Thank you for sharing your experience with us.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Jul 09,2024
Jul 09,2024
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Good Morning,
I had a very good experience with this company and especially the agent John who was helpful, polite and understanding throughout the whole experience....
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Jul 11, 2024
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Hi Ryley
Hearing that you had such a positive experience with Touchstone makes us very happy. Thank you for taking the time to recognise the hard work of our colleague John. It's good to know that you found John courteous and supportive whilst guiding you through the application and move-in process, so thank you.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Lian
Vendor 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.touchstonecps.com/complaints-procedure
Last updated at 1:47 PM 05/06/2024 by Penny Graham
https://www.touchstonecps.com/complaints-procedure
Best Letting Agent in EH16 
Best Letting Agent in Edinburgh 
We are disappointed to read the comments in your review as this isn't the service that Touchstone desires for its customers. Please could we ask that you contact us direct at [email protected] with details of your property, so that we can raise the points raised with the relevant team?
We look forward to hearing from you.
Kind regards
Penny Graham
Touchstone