Touchstone Lofts レビュー 38

Mantas and the team did a wonderful job with building our attic conversion. Took great care of everything and delivered a very high standard of build work. Biggest delight was just how little dust we had in the house when they broke through the ceiling to install the stairs!
Expect the usual "issues" for any large project; project overrun - this seemed largely due to the Touchstone approach of overlapping jobs so we had odd days of no one onsite due to being called away to do "a little job" elsewhere, so instead of the quoted 8-12 weeks the job took 20 weeks from scaffolding up to it being taken down; "extras" popping up - eg style of velux windows, an additional fire door needed - perhaps we should have understood the detailed quote properly before signing the contract so that's on us, but as we're not builders it's difficult to know what details to clarify before signing; the structural design of the steels layout didn't allow the stairs to be installed as per plan so we had to accept a layout change for the stairs to fit - Touchstone took liability for this so it didn't cost us more to adjust the design; the late swap out of the team for another team was a concern, this is the main reason for this being 4 stars instead of 5 - Touchstone pulled Mantas and the team off the job and brought another team in to do the finishing which meant the quality of the final touches was not as great as the rest of the work. Overall would recommend Touchstone for a project with the caveats go into the detail of the quote and contract before signing, and expect a degree of delay and change.

Touchstone recently completed our loft conversion and we are very happy with the end result.

Despite there being some complications with our project (L shaped dormer, multiple hights of upstairs rooms that required dropping of ceilings, fire exit into side alley), Touchstone helped us arrive at a design that addressed these challenges, maximised the loft space, and that we've been really happy with. We've ended up with much more space than expected.

We have been really pleased with the quality of work from the builders. They were friendly, reliable, and trustworthy. They kept mess to a minimum throughout the project and were very easy to work with. We would be happy for them to complete further work for us.

Touchstone recently completed our loft conversion and we are very happy with the final product. It has completely transformed our house and given us an extra bedroom, office and bathroom!

Touchstone were helpful throughout, especially with ideas on maximising the space. The building work was completed to a very high standard and our two builders were professional, friendly and left everything clean and tidy.

Thank you Touchstone!

We had a truly frustrating experience with this company. We paid a deposit for their services, however we decided not to go ahead with their services (their communication was very strange, quotes for £100K to do the downstairs of the house, then the owner of touchstone lofts would say “but i’m sure i could do a deal” etc) We tried to ask for the deposit back as zero work had been completed, however after months of waiting I realized I'd been completely ignored. Despite multiple attempts to follow up, they never responded or provided any updates. When I requested a refund, they flat-out refused, leaving me with no recourse. It’s incredibly disappointing to be taken advantage of like this. Avoid this company if you value your time and money. I would not trust them with any future business, and I strongly recommend looking elsewhere for more reliable, professional services.
UPDATE: As you can see below the owner of Touchstone Lofts has breached data protection rules. He has also threatened legal action against me for writing this review. Again I would advise anyone to stay away from this company.
RESPONSE:
You claim there were ‘substantial costs’, yet you have yet to show any evidence of this. NO work was conducted on the property, so it’s impossible that the incurred costs were up to £10,000

Excellent Loft Conversation!
Paul and the team were brilliant. From the first conversation through design and planning and then the final completion of the project. Very knowledgeable and skilled.
We are thrilled with our loft conversation.
Also, we are a new build house. Many companies refused to work with us (or quoted astronomical fees).

This is a genuine, honest, and transparent review of our experience and journey with our loft conversion, using Touchstone lofts.
We started our loft conversion journey in November 2021. We obtained quotes from 3 loft specialists and 2 builders, and we wanted a proper job done, by an experienced company who was not going to mess us around. Some builders did not bother turning up.
Out of all the companies who quoted, Touchstone lofts were not the cheapest, but we went with them based on their offer and design, previous reviews and speaking to 2 previous customers who were happy with the experience and work done. We needed reassurance before entering a contract.
They came out initially to provide a quote and left us with a rough sketch as to what space that we could get. Other builders and loft specialists did not come anywhere near the space and size of rooms as designed by Touchstone lofts; they maximised our space.
This was a major building project we were undertaking and very nervous as we did not want our home to get “recked”, by builders who did not know what they were doing as well as crap quality, as there are a lots of cowboy builders out there.
We signed up with Touchstone lofts on the 25th of March 2022. They came out again a week later to undertake a proper survey so the plans could be drawn up. Plans where drawn up and got approval by Council early May. The scaffolding went up early June and the work started mid-June. We had a bit of an issue with the start date as this was not really firmed up until end of May. Communication at the start was an issue, which I think can be improved. From the point of paying the deposit, not much really happens in terms of anything physical, as plans are being drawn up, council submission, waiting for approval and waiting for builders. This stage can be a bit daunting.
The quality of the work, I have to say is brilliant, the workers are professional, courteous, and hardworking, all the trades knew each other. The build time was 12 weeks, but ours took longer more like 16 weeks, but that was not a problem as the bulk of the work is outside. This was also in August the holiday season and Touchstone informed me that the job would go slower in August.
Whilst we where on holiday for a week in August, the trades caried on, as we did not want to waste any more time and wanted the project completed. The builders worked with us and suggested changes and alterations which would be better, they were solutions focused. We trusted the trades to carry on working, our house was armed, but they carried out working on the loft using the access.
The plasterers where excellent, they worked through the weekend and bank holiday, to get the work completed ready for the builders to then carry on with carpentry.
The project initially started slowly, and does make you wonder, when is this ever going to get finished, however as time went by, the building work and speed ramped up. We initially had 3 builders on the job, this then dropped to 1 or 2, then ramped back up to 3.
We are very happy with the work Touchstone have done, loft conversion to create 2 bedrooms and separate bathroom. Chris and Sam did most of the work and they are real grafters, nothing is too much of an issue and their craftmanship is excellent. The only thing I would say, which was not great at the beginning was customer communication and firming that up with customers. I am a great believer in keeping the customer updated and abreast during the early stages.
During the works the communication was great, all our queries were answered quickley.
We did ask for additional work to be done such as replacing all our doors and additional Velux. This was done without an issue. The budget did not change as we went through to completion and the stage payments worked for us.
I would highly recommend Touchstone lofts.

It's important for me to stress that leaving reviews and feedback about a service or product is a consumer's right, and threatening legal action for factual comments is not only inappropriate but also unethical, but this is what Touchstone Lofts did to me!
I was shocked and concerned to experience that the owner – [who flagged his name to Trustpilot so this review could be removed - but details are available on Company’s House website and in his five-star reviews here] from Touchstone Lofts is discouraging clients from leaving feedback and threatening legal action for breach of contract when factual comments are posted on social media. I found this out to my cost. This, however, does raise many questions about their professionalism, business practices, and customer service.
I know it's not uncommon for businesses to receive feedback, both positive and negative, especially in the building and construction industry, but customers rely on this type of information to make informed decisions about choosing a contractor or service provider, and any attempts to stifle this feedback are concerning.
I believe it's crucial for customers to have the freedom to express their experiences and opinions without fear of legal repercussions. To threaten legal action for factual comments that I made can be seen as a retaliatory action, which only serves to harm the company's reputation further.
From my experience with this company, I would suggest it's essential to find a service provider that prioritises customer service and respects their customer's right to provide feedback, unfortunately, this is not one of those organisations. Honest businesses should welcome constructive criticism, look for ways to improve, and address any concerns with transparency and professionalism, but Touchstone Lofts are not interested in doing any of this.
In summary, it's disappointing to have experienced Touchstone Lofts using legal threats to discourage us and other customers from providing them with feedback. This sends negative messages about the company's integrity and business practices. We suggest it's essential to find yourself a company with a more customer-focused approach and who values constructive feedback, not just constant five-star reviews.

IN RESPONSE to [who flagged his name to Trustpilot so this review could be removed - but details are available on Company’s House website and in his five-star reviews here]'s reply: re-read and familiarise yourself with your own company's contract, in particular section 11.5 where it clearly states "The client agrees not make any statement about the project manager and/or any of its employees, associates or partners public-ally including on any public forum... without the prior written consent ... breach of this clause the client agrees to pay the project manager £5,000 in damages" That IS discouraging, I think! So please do not further mislead and insult people's intelligence.

UPDATE 31/12/24: It is remarkable that it has taken nine months to formulate a response that dismisses legitimate concerns as "trolling", but I suppose it's indicative of your working speeds & efficiency.
FYI: Trustpilot have already received and validated the documents you sent me months ago, hence the word "verified" marked on the review itself. Moreover, if consumers would like to view your "Touchstone Lofts contract or Terms & Conditions", I have taken the liberty of posting it in full and unedited on my personal Twitter/X as well as Facebook.
Section 11.5 makes for a particular interesting read which you will see highlights the continuous smoke and mirror tactics this company uses. So, Touchstone, shall we let the consumer decide who's telling the truth here? Spoiler Alert: it's not Touchstone Lofts!

I’m hoping to have a loft conversion at home and recently visited a completed project by Touchstone Lofts.

Having visited similar projects by 2 other specialist Loft Conversion companies I have no doubt who I will get to carry out work.

Touchstone is the clear winner when look at overall quality of finish of conversions viewed.

I hope to leave a further 5 Star review following completion of work on my own home!!

Well established builder that produces high quality loft conversions.

Very good and successful company. Had very good experience with them.

It was evident that this company takes great pride in their work. They employ highly skilled tradesmen who are not only proficient in their craft but also incredibly dedicated to delivering work of the highest quality

I was thoroughly impressed by both the design and the quality of the work completed. The transformation of the previously small space into a generously sized bedroom, coupled with a spacious ensuite, exceeded my expectations. The meticulous attention to detail and the exceptional craftsmanship have turned a unused loftspace area into a luxurious and expansive living space.

Invaluable help and expertise with our major home loft and extension renovation - highly recommended

Touchstone Lofts consistently delivers exceptional workmanship and quality in their loft conversion projects. Their attention to detail and commitment to using high-grade materials are evident in every project they undertake, resulting in spaces that are not only beautifully designed but also built to last. The team at Touchstone Lofts goes above and beyond to ensure client satisfaction, with clear communication and a customer-focused approach being central to their service. It's no surprise that clients are always happy with the outcomes, often praising the seamless process, from initial consultation to the final reveal. Touchstone Lofts has truly set a high standard in the industry for both quality and client satisfaction.

I had a disastrous experience with Touchstone Lofts and would strongly advise against hiring them for any renovation projects. From start to finish, the process was filled with incompetence, deceit, and exorbitant charges. Firstly, the quality of workmanship was appalling. Tiles were broken and dropped throughout the project, leaving me with a mess to clean up. The owner, Paul, was extremely abrupt and demanded cash payments, which seemed suspicious to us. Furthermore, he charged exorbitant amounts of interest on late payments, even by one day, which only added insult to injury. One of the most outrageous instances was when Paul quoted for one small skip, which was in the contract, but ended up charging an extra £2k for the four larger skips which he obviously knew we needed given the size of the job, it was just an excuse to further over-charge with extras. This kind of outrageous price gouging is both unethical and unacceptable. Paul consistently misled and misquoted us, promising certain services and prices that were not delivered, such as painting and laying the flooring. I felt utterly taken advantage of by his underhanded tactics. The whole project, and even the ensuite bathroom he got his sub-contractors to work on was a disaster. The toilet had a loose fitting and the taps were of incredibly cheap and poor quality. It is clear to me that Paul's insistence on cash payments stems from a desire for tax advantages. This manoeuvre is highly suspicious and suggests dishonest practices within the company. What [REDACTED BY REQUEST OF TRUSTPILOT AFTER COMPLAINT FROM TOUCHSTONE LOFTS] and Google, he even had the audacity to boast to us about it! These reviews were clearly not true and only served to deceive potential customers. Overall, my experience with Touchstone Lofts was a nightmare. I regret ever hiring them and urge others to look elsewhere for their loft conversion or any other building needs. The quality of their work is unbelievably poor, the charges are exorbitant, and the company's integrity is severely lacking. Avoid Touchstone Lofts at all costs.

Verification of all our claims can be conducted by anyone; the information is publicly available and accurate.

You were "nominated" for Awards , but not won any.

Ironically, you rigorously pursue monies owed to you by clients - even threatening debt collectors; yet in 2013, whilst also running Touchstone Lofts, you and your wife were also Directors of THE WARWICK CARD AND GIFT LTD (Company House #06371820) which you dissolved leaving the "Trustees of the Warwick Relief in Need Charity" £4,250 in outstanding rent arrears - hopefully that jogs your memory and morals; after all, you have allegedly been "successful for over 30 years" so therefore must have the funds to easily settle rather than ignore this charge.

You had many opportunities to "learn & improve" when you had our contract, instead you chose to ignore and threaten us.

Your false persona no longer works on us, and we encourage other potential clients not to fall foul of it either.

Your customer service "team" appear to have a new recruit called "Chat GPT" hence the more professional responses from you - shame it can't build lofts to.
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I am deeply unhappy with my experience with Touchstone Lofts. It is unfortunate when a company fails to meet basic expectations of its clients. Allow me to provide a brief review, highlighting the concerns I have.

If I had known before signing a contract with Touchstone Lofts there were numerous other dissatisfied customers then I would have gone elsewhere. I only found out when speaking with another unhappy client of theirs when it was mentioned about Facebook containing other unhappy clients reviews and more; this creates doubts about their credibility and service quality. Furthermore, it has come to light that one of their previous company's, now dissolved, owes a charity £4,250 in rent arrears which has still not been paid, this leaves valid concerns about their business practices.

A significant red flag seems to be the multiple offices listed on their website, but on Google Maps they appear to be residential flats rented out by various companies related to Touchstone Lofts. Such a setup raises questions about their legitimacy and transparency as a business.

Another concerning issue is their landline numbers, which redirect calls through a VoIP service to the same O2 answering service which invites you to "leave a message". This lack of direct contact and consistent communication channels reflects poorly on the company's professionalism and customer service practices.

Moreover, it has been reported that the directors of Touchstone Lofts go by aliases, further adding to the suspicious nature of their company setup. This lack of transparency and accountability may contribute to a lack of trust among clients.

In terms of my personal experience, it is disappointing to experience poor work quality, overpricing, significant delays, and a trail of lies told by Touchstone Lofts, especially the owner. Such actions undoubtedly caused us significant stress and financial losses, which is completely unacceptable from an alleged reputable business.

I feel it is essential to share our experiences to warn potential customers and create awareness around the dubious practices exhibited by Touchstone Lofts. My solicitor has advised us to pursue legal representation and consult appropriate authorities to address the financial loss we have incurred.

In hindsight, remember to thoroughly research and consider other options when choosing services related to loft conversions or any other property-related projects. We would not recommend this company to anyone. Dreadful.

Update: October 2024. Your response is infuriating. Just because you can’t find or organise your own records doesn’t mean my experience isn’t valid. I’m not targeting you, but as expected, you always appear to play the victim card when things don't go your way; for your information, I’m sharing my genuine feedback from my experience of your company, and I have a right to do so, especially if it provides useful information for other potential victims. If you can’t handle criticism, that’s on you. And suggesting I’m a competitor or something else is absurd, as well you know. I expect a professional approach, not baseless accusations.

I had a very good experience with Paul Johal and his team at Touchstone in implementing our proposed loft conversion and internal restructuring. Paul got stuck into the planning and design of the works and stayed with the project from start to finish, and was readily available for calls and visits to discuss progress. The work itself was carried out promptly, to budget, and to a very high standard by Mantas and his team . I would have no hesitation in recommending Touchstone for similar projects.

We have recently hired touchstone for our loft conversation project, and I must say that I’m extremely satisfied with their work. Paul created a bigger space than I expected, and the quality of their work was top-notch. The team was very respectful and helped explain the details of each step of the project, which made me feel more involved in the process. They were also very friendly around my kids, which was a huge plus. The best part was that they left the house clean after they finished the job. Overall, I was impressed with the good quality and finish of their work. I would highly recommend touchstone to anyone looking for a reliable and professional loft conversion service.

I have just had my loft conversation finalized and my experience with touchstone loft is very positive. Initially I had an architect design the loft space, but when reaching out to touchstone loft they proposed a different design that doesnt even need a planning permission and added much more space than the original design . Paul was very helpful explaining to me the process and requirements giving regular advice about party wall agreements to ensure we so it right . The team working on the loft conversion were very professional and always helping me understand whats going on and proposing ideas to make the loft better . There is high attention to details and very good quality. I am really satisfied with the outcome and I would recommend touchstone loft to anyone .