Log in to raise a repair issue, manage your rent payments, view your tenancy agreement, newsletter and find your home user manuals and documentation.

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Use the resident portal for:
Paying your rent

The best way to pay your rent is via Direct Debit, this can be set up through our resident portal. If you would prefer to speak to someone about paying your rent, please call 01225 838 490.

Repairs and maintenance

All non-emergency repairs should be reported through the resident portal. You will be able to self-diagnose the issue if appropriate, and if work is required your Property Manager will then pick the issue up through the portal and inform the relevant contractor. You will receive real time updates on the progress of resolving the issue.

For all emergency repairs please contact your Property Manager, or outside of office hours please contact the out of hours team on 01772 667182.

If you cannot access the resident portal, please call Touchstone on 01225 838 490.

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Compliments and complaints

We strive to provide an excellent service for all our residents and welcome your feedback and suggestions for improvement. If you would like to feedback on any areas of your experience with Dolphin Living or Touchstone please email us.
If you would like to make a complaint you can contact us:
By email:    feedback@touchstonecps.com
By phone:    01225 838 363
By post:    Touchstone Residential Lettings, 2 Crescent Office Park, Clarks Way, Bath BA2 2AF

We aim to investigate all complaints within 20 days, and if you would like to see our Complaints Policy please email us.

Dolphin has carried out a self-assessment against the Housing Ombudsman’s Complaint Handling Code, read more here.

Resident Newsletter

Our Resident Newsletter aims to keep you in the loop on what Dolphin Living are doing so we can continue to make sure you are happy in your home.  You can download it here.

We take on board feedback we receive through our Customer Satisfaction Surveys and use it to make improvements for all our residents, and to continue to support working Londoners by providing affordable homes.

Get involved

Our recent Customer Satisfaction Surveys highlighted that our residents value the opportunity to be involved with Dolphin and Touchstone and creating a community environment in your developments.

Residents have expressed an interest in regular meetings with both Dolphin Living and Touchstone, as well as creating resident groups. We encourage our residents to get involved and make suggestions for improvement, and we continue to work to support residents in doing so.

If you are interested in resident engagement activities and getting more involved with your community, please contact your Property Manager and they will be happy to chat through the possibilities with you.

How should I pay my rent?

Paying your rent by Direct Debit is the best option, speak to Touchstone to help with setting this up.

My earnings have dropped, and I can no longer afford my rent? Can I pay a lower rent?

Give Touchstone a call and they will be able to advise on financial support options available to you.

Will my rent increase annually?

Yes, but all our intermediate and affordable homes will never be more than 80% of local market rents.

My earnings have increased, and I am now over the affordability cap. Can I stay in my Dolphin home?

Your earnings are only reviewed at the point of tenancy renewal, and if you earn over the cap your tenancy would not be renewed; this is to ensure our homes go to those who need them.   We will work with you to agree a suitable timeframe to move out and find a new home.

My tenancy
I would like to move to a bigger Dolphin Living home or a Dolphin Living home in another location?

If you are currently living in a Dolphin home in Westminster, Hammersmith & Fulham or Camden you need to reapply via the local authority. For all other boroughs please contact Touchstone.

You will need to give Dolphin a minimum of 3 months notice that you wish to move properties.

Someone on my tenancy agreement is moving out and I can no longer afford my rent, what should I do?

Speak to our lettings team at Dolphin to work out your options.

Can I buy my Dolphin Living home?

No, all our homes are only available for rent.

My tenancy agreement is due for renewal soon; will it be automatically renewed?

At the point of renewal you will have reference checks and affordability checks again; this is to ensure our homes are still going to those that qualify and need them. If you pass these checks and there have been no breaches of your tenancy your agreement will be renewed.

I am moving out, can I nominate someone to take over my flat?

No, all potential residents have to follow the application process.

Someone on my tenancy agreement is moving out, can I replace them?

You will need to speak to our lettings team at Dolphin to discuss your options when someone moves out; everyone living in the home must be on the tenancy agreement and meet the eligibility requirements.

Can I sublet or Airbnb my home?

No, and any residents found to be letting their home through Airbnb or similar, or subletting will be evicted and earnings made from subletting can be subject to full recovery by Dolphin Living.

Can I move from an intermediate rent home to a home in the Accelerator scheme?

Yes, as long as you qualify for the Accelerator programme.  You will have to follow the accelerator application process.

I would like to move out, what are the next steps?

You need to give at least 3 months’ notice if you would like to move out, please give Touchstone a call to discuss the process. 

Living in my home
Can I have a pet?

No, all Dolphin homes are pet free.

I’m not happy with something in my home, who should I talk to?

We try our best but cannot always get it right, if you would like to raise an issue please contact Touchstone.

Can I decorate or make alterations in my home?

We do allow reasonable decoration, but please speak to Touchstone before making any changes.

How can I report anti-social behaviour?

All our residents should be able to enjoy their homes, if you need to report behaviour that is impacting this please contact Touchstone.

Repair and Maintenance
Something in my home needs repairing, what should I do?

Log the repair via the resident portal or by calling Touchstone and you will be updated on the progress of getting it sorted.

Who should I call if the repair is an emergency?

Please contact your Property Manager at Touchstone to report this.  If the repair arises outside of office hours please call 01772 667182.

Download the latest residents' newsletter
Residents Newsletter 2024
Residents Newsletter 2023
Residents newsletter 2022
Residents newsletter 2021