100% lettings valuation accuracy
99% lettings fee satisfaction
...left to get your reviews in for the
2024
allAgents People Awards
Mar 22,2014
Mar 22,2014
3
people found
this helpful
this helpful
To add some context, the property in focus was listed under both Touchstone Residential Lettings as well as Regal Estates, Canterbury. We approached both agencies to enquire about all anticipated fees and deposits in the hope that we would then arrange a viewing. The crux of this review came following a viewing provided by Touchstone lettings, and a phone-call I received from the Canterbury Area Manager for the agency shortly after. Touchstone were offering very competitive fees and arrangements which the other agency falls very far short of and were otherwise being incredibly flexible to our particular needs and circumstances, but ultimately customer service must take precedent when making our decision.
I received a phone-call from the area manager of Touchstone Residential Lettings (Canterbury) who was incredibly rude at best. I was made aware that 'the landlord was very upset' because we had been dealing with both agencies. Furthermore they told me they were very angry and disappointed with me for communicating with both agencies. They then went on to highlight that the other agency had been blackening their name and reputation, information I did not need to know - whether it is true or not. I was finally told that I had to make a decision on which agency we would move further with.
Never before have I been made to feel so small by an estate agent, blaming me for whatever feud the two agencies were involved in when communicating with me. I feel it is well within my right (and surely expected) to want to find out which agency we should invest our money and time in. When thousands of pounds are changing hands I imagine anybody would want to make sure they're making the right choice in terms of which agent is the best value for money. While I appreciate whatever confusion the landlord was in the middle of, surely when a property is listed with two agents, those agents should anticipate that they'd need to back themselves up as they'd essentially be competing.
I worry now that we won't be able to secure the property in question (which we have fallen in love with) due to whatever issues have arisen from the inter-agency feud that resulted from us simply wanting to find out more information before we part with our hard earned money. I (we) will no longer seek to do business with Touchstone Residential Lettings from this point on.
I received a phone-call from the area manager of Touchstone Residential Lettings (Canterbury) who was incredibly rude at best. I was made aware that 'the landlord was very upset' because we had been dealing with both agencies. Furthermore they told me they were very angry and disappointed with me for communicating with both agencies. They then went on to highlight that the other agency had been blackening their name and reputation, information I did not need to know - whether it is true or not. I was finally told that I had to make a decision on which agency we would move further with.
Never before have I been made to feel so small by an estate agent, blaming me for whatever feud the two agencies were involved in when communicating with me. I feel it is well within my right (and surely expected) to want to find out which agency we should invest our money and time in. When thousands of pounds are changing hands I imagine anybody would want to make sure they're making the right choice in terms of which agent is the best value for money. While I appreciate whatever confusion the landlord was in the middle of, surely when a property is listed with two agents, those agents should anticipate that they'd need to back themselves up as they'd essentially be competing.
I worry now that we won't be able to secure the property in question (which we have fallen in love with) due to whatever issues have arisen from the inter-agency feud that resulted from us simply wanting to find out more information before we part with our hard earned money. I (we) will no longer seek to do business with Touchstone Residential Lettings from this point on.
What agent could do to change your mind?
Basic customer service training.Attached Filesnbsp;
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
9th Jan 2021
reviewed by 'Jacqui'
1st Aug 2019
reviewed by 'Gary'
6th Feb 2015
reviewed by 'D.Connolly'
22nd Mar 2014
reviewed by 'James'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 99% | £750 | £750 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 1 | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 1 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Jan 09,2021
Jan 09,2021
0
people found
this helpful
this helpful
My son rented a student property through Connells from Sept 2019 to Summer 2021 and they were excellent from start to finish. The contract was very clear and easy to understand and we had a very good experience with them. They fixed things that needed fixing in ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 01,2019
Aug 01,2019
2
people found
this helpful
this helpful
Never call you back when they promise they will. And biggest grievance is that they can never tell me if my tenant has paid the rent or not as they say they are too big with too many payments coming in and won’t know ...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 06,2015
Feb 06,2015
0
people found
this helpful
this helpful
I have used Touchstone to manage a flat I rent out. I have been a landlord for about 10 months now.
I have received excellent service from the team at Touchstones in Canterbury. The team have always been very responsive, helpful and polite. I have used ...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 22,2014
Mar 22,2014
3
people found
this helpful
this helpful
To add some context, the property in focus was listed under both Touchstone Residential Lettings as well as Regal Estates, Canterbury. We approached both agencies to enquire about all anticipated fees and deposits in the hope that we would then arrange a viewing. The crux ...
read full review
read full review
What agent could do to change your mind?
Basic customer service training.Attached Filesnbsp;
Was this helpful?
Yes
Yes
No fees information available
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
No procedure available.
