0% lettings valuation accuracy
95% lettings fee satisfaction
Sep 05,2023
Sep 05,2023
0
people found
this helpful
this helpful
The communication should be looked at, as most of the time emails are not answered at all.
Im unsure if it because of lack of care or lack of work force to carry out these tasks.
You might give information on missing things after move in ( after these questions were promoted by the company employee) and they do not pass it onto other colleagues who need to be involved in the process. Example: one person handles the inventory where you report whats missing / requires repair, after you moved in, and they make note of these. But they dont pass this info on to the team who handles repairs, so you also need to do that. Its should take 2 minutes to forward and email internally that includes all the pictures and description on issues
And then comes the time to arrange the repairs.
I've received an email saying they have been trying to contact me to arrange the maintenance, but i haven't received any emails/ text or missed phone calls, also no message received on the app (neither did my roommate) so i have no idea where they tried to contact me.
And then they hire someone who is only able to come out in office hours. No weekends, and no availability after 4 pm or before 9 am. Which makes it very difficult to arrange. And in the end some needed to take a holiday out in the end.
And on another note on the communication side is you might report something but it never gets answered or closed on the app ( even if the issue is sorted)
Also when setting up the direct debit they dont warn you if it's too late for the first payment to come out, so it will start on the second month, so you need to be extremely careful that the first payment is paid on time.
Also the promotions of other companies are extremely annoying in the first month. (Thankfully haven't received an email since then) Send one email with all of the company info (virgin and the company who sets up accounts) of you must. But for the love of God dont send more emails than that. At the end it feels like they are harassing you, its very in your face and not professional at all. It greatly reduced my view of the company. Also my roommate set the company as spam on his emails because of that, since it annoyed him so much.
Im unsure if it because of lack of care or lack of work force to carry out these tasks.
You might give information on missing things after move in ( after these questions were promoted by the company employee) and they do not pass it onto other colleagues who need to be involved in the process. Example: one person handles the inventory where you report whats missing / requires repair, after you moved in, and they make note of these. But they dont pass this info on to the team who handles repairs, so you also need to do that. Its should take 2 minutes to forward and email internally that includes all the pictures and description on issues
And then comes the time to arrange the repairs.
I've received an email saying they have been trying to contact me to arrange the maintenance, but i haven't received any emails/ text or missed phone calls, also no message received on the app (neither did my roommate) so i have no idea where they tried to contact me.
And then they hire someone who is only able to come out in office hours. No weekends, and no availability after 4 pm or before 9 am. Which makes it very difficult to arrange. And in the end some needed to take a holiday out in the end.
And on another note on the communication side is you might report something but it never gets answered or closed on the app ( even if the issue is sorted)
Also when setting up the direct debit they dont warn you if it's too late for the first payment to come out, so it will start on the second month, so you need to be extremely careful that the first payment is paid on time.
Also the promotions of other companies are extremely annoying in the first month. (Thankfully haven't received an email since then) Send one email with all of the company info (virgin and the company who sets up accounts) of you must. But for the love of God dont send more emails than that. At the end it feels like they are harassing you, its very in your face and not professional at all. It greatly reduced my view of the company. Also my roommate set the company as spam on his emails because of that, since it annoyed him so much.
Was this helpful?
Yes
Yes
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
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'
29th Sep 2024
reviewed by 'Amanda'
27th Sep 2024
reviewed by 'Conor'
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 | £884 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 131 | 28 | 0 | 0 | 0 | 0 | 7 | 2 |
Areas covered
- London
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Oct 28,2024
Oct 28,2024
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 05, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 16, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
John was fab throughout the process, from the viewing to picking up the keys. Really hassle free - thanks!...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 22, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 15, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
Had a great experience from the viewing to my move in date especially thanks to John!...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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!...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
John was very informative and helpful through out our move. The turn around was amazing in just under one week. Thanks so much again....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
Easy and smooth process with john. Very happy with everything...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 01, 2024
View all comments
(1)
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
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 24, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 24, 2024
View all comments
(1)
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
people found
this helpful
this helpful
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 :)...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 24, 2024
View all comments
(1)
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
people found
this helpful
this helpful
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! ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 04, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 28, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 20, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 13, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 01, 2024
View all comments
(1)
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
people found
this helpful
this helpful
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’...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 23, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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 ...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 16, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
Great service, smooth process, easy communication.
John showed me property and explained everything.
He was very professional and friendly.
Thank you!...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 16, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
John handled my move in excellently. He was able to answer all my questions and was helpful and professional throughout....
read full review
read full review
Was this helpful?
Yes
Yes
Jul 11, 2024
View all comments
(1)
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
0
people found
this helpful
this helpful
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....
read full review
read full review
Was this helpful?
Yes
Yes
Jul 11, 2024
View all comments
(1)
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 ...
Jul 09,2024
Jul 09,2024
0
people found
this helpful
this helpful
I am very happy with Billie Dunn's work. He was literally the first agent seriously interested in the technical condition of the apartment...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 11, 2024
View all comments
(1)
Hi Karina
We appreciate you sharing your experience with us. We are pleased to hear that with Billie's assistance you are happy in your new home. Thanks again.
Kind regards
Touchstone ...
Jul 08,2024
Jul 08,2024
0
people found
this helpful
this helpful
The service could not have been better! We were kept up to date every step of the way and the turnaround from contract to getting the keys could not have been quicker....
read full review
read full review
Was this helpful?
Yes
Yes
Jul 11, 2024
View all comments
(1)
Hi Beth
We are pleased to hear that our colleague John was able to guide you through the application process to move-in quickly and efficiently. We'll be sure to pass on your kind words to John, thank you.
Best wishes to you in your new home.
Kind regards
Touchstone ...
Lian
Vendor Fees
No fees set.Landlord Fees
No fees set.Tenant Fees
No fees set. Last updated at 05/06/2024, 2:47 PM by Penny GrahamComplaints Procedure
Please visit our website for our Complaints Procedure:
https://www.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 
Thank you for your review, and for highlighting the issues you have encountered recently. We are sorry for any inconvenience caused.
Please be assured that your feedback will be shared with the team for review to see where improvements can be made going forward.
If you have any matters currently outstanding, feel free to contact us at [email protected] using the Ref: Allagents with details of your property, and a colleague will be in touch.
Kind regards
Touchstone