A guide to living in Borough of Ealing

Manager response

We are sorry to read your review and are disappointed to hear that your experience has not met expectations. We always strive to provide the highest level of service to our residents and would welcome the opportunity to address your concerns directly. Regarding your comments about short-term, non-paying occupants, all residents in our buildings are long-term, paying tenants who undergo the appropriate checks. We would appreciate further information so we can better understand and investigate this concern please. We have a dedicated maintenance team, including a 24/7 customer care line and maintenance controller, to ensure any issues are addressed promptly. If you are experiencing any maintenance concerns, please contact us directly so we can assist. The surrounding Acton Gardens area is managed by L&Q. If you have concerns regarding noise, cleanliness, or other Gardens -related matters these can be reported directly to L&Q at yoursouthacton@lqgroup.org.uk or on 0300 456 9996. This is the first report we have received. We would be happy to raise a complaint on your behalf if you please provide us with further details. We are sorry to hear that you feel security is inadequate. The building benefits from a secure fob-entry system and CCTV coverage, ensuring access is restricted to residents. Due to the size of the development, there is no concierge service. The interiors and furnishings have been carefully selected to provide a comfortable living environment, if you feel otherwise we always welcome constructive feedback which we can share with the landlord. Regarding the blinds, they are not designed to provide heat insulation unfortunately. The communal corridor windows are linked to an automated ventilation system that opens and closes according to temperature levels. We will however review your comments further. We are genuinely sorry that you felt disappointed with your experience. We are always looking to improve and would welcome the chance to discuss your concerns in more detail. Please contact the team directly and we will do everything we can to help.

Manager response

We are sorry to read your review and disappointed to hear that your experience has not met expectations. We always strive to provide the highest level of service to our residents and would welcome the opportunity to address your concerns directly. To address your comments regarding the fob entry system, there was a technical fault affecting one of the ground-floor access panels. Unfortunately, due to the specialist nature of the replacement part required it took several days to resolve. In the three years that this building has been operating this is the first partial outage of the entry system that we have experienced. The issue was localised so we don’t anticipate any further issues. To the best of our knowledge this was the only fob access issue during that period but if you have experienced any other incidents we would be grateful if you could contact the team with further details. With regard to the rubbish accumulation during this time we arranged additional waste removal services and following staff visits to the site saw the issue was resolved. We have a dedicated maintenance team, including a 24/7 customer care line and maintenance controller to ensure that any maintenance issues are dealt with as quickly as possible. If you are experiencing any concerns please contact us directly so we can assist. The wider Acton Gardens area is managed by L&Q. If you have concerns regarding cleanliness, public health matters or other Gardens -related issues these can be reported directly to L&Q at yoursouthacton@lqgroup.org.uk or on 0300 456 9996. We are sorry to hear that you feel Touchstone has been unresponsive. This is not the level of service we aim to provide and we would genuinely like the opportunity to make things right. If you could contact us with further information about your experience we would be happy to investigate and address your concerns.

Manager response

Hi John, Thank you for taking the time to leave such a lovely review. We are delighted to hear that you have enjoyed your stay with us and appreciate your kind feedback on our soundproof rooms, facilities, cleanliness, and the support provided by our team. We also appreciate your feedback on our social events and will continue looking at ways to improve communication and encourage more residents to get involved.

Manager response

Thank you so much for taking the time to leave us such a thoughtful review. We're delighted to hear that you had such a positive experience and that Nicole and Maria made such a difference during your stay. We'll be sure to pass on your kind words to them—they'll be thrilled to know they helped make The Collective feel like home. It's also great to hear that you enjoyed the sense of community and found our team responsive whenever you needed assistance. We appreciate your feedback regarding the room size. We understand that space is an important consideration, and your comments help us better inform future residents about our studio layouts. Thank you once again for your recommendation and for being part of our community. We wish you all the very best and hope to welcome you back in the future.