Touchstone Lofts in London

After signing the contract with Paul from Touchstone Loft Conversions, we were disappointed by the lack of innovation and originality in their vision for our loft space. Unlike other companies who provided quotes, Paul simply quoted for the work we wanted without offering any unique or creative ideas. We were left to make all the decisions on layout and room design ourselves, without any guidance from someone with expertise in the field.
Despite visiting the company show home several times, we found that the quality of their work and finish options were underwhelming. The show home did little to inspire us or demonstrate the full potential of what could be achieved in our own loft space. It felt like a mere replication of what can be seen on paper or online, with no added value or imagination, despite Paul promising better.
Although the project was due to be completed before Christmas, we were disappointed by the delays caused by adverse weather conditions and heavy rain. The onsite team's communication and decision-making process left much to be desired, and it was clear that they struggled to maintain the timelines of the project. We were left feeling frustrated and uncertain about the progress being made.
While the building work was eventually completed 18 months after we were originally promised, the final result fell short of our expectations in terms of quality. The once drafty and dusty loft space may be transformed into a master bedroom with ensuite and storage, but the execution of the conversion lacks the finesse and attention to detail that we had hoped for. The electric installation did not pass the certification process, and we had to pay for a independent electrician to complete the works safely. However, Paul still demanded money for this work even though it was deemed dangerous; we have not paid, and now Paul will not provide us with the building control certificate until full payment has been made. Throughout the whole project we have been financially railroaded by him.
Based on our experience with Touchstone Loft Conversions, we cannot in good conscience recommend them to anyone looking for a company committed to providing a high quality personal service. Their lack of innovation, abuse and contempt toward customers, and constant struggles with project management left us feeling dissatisfied, disheartened, and considerably out of pocket.

This company is shocking. It offers poor customer service and is disingenuous from the start. Not only do they misquote and charge for every little extra, just watch the original price skyrocket. The owner (who is also the company director) is rude, and will promise you everything but once you signed the contract, just watch how it all changes. How this company is still trading God only knows.

Paul, you said you would start work on our loft in January 2023, it's now August 2023 and we haven't even been given a start date. You said January when we signed your contract, but all you have done so far is provide excuses for not doing it. Either start the work or refund my £15k I've paid you already. Not happy. Nina Arundhati.

With the recent heavy downpours we can now see how poor the workmanship is. We have water coming through the ceiling light fittings, and the VELUX window is leaking around the sides. I attempted to call Touchstone Lofts so they can rectify, but could not have been more disinterested. I was promised a call back, but nothing. After constant calling and emailing I eventually got a response, but they blamed wear and tear and would not fix the issues. Our loft was only completed six months ago so should be covered under their Home Improvement Guarantee, but that is not the case. I'm incredibly disappointed with this company, their attitude, and complete lack of professionalism.