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.
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.
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, click here to see our Complaints Policy.
Dolphin has carried out a self-assessment against the Housing Ombudsman’s Complaint Handling Code, read more here. Please click to read our Annual Complaints and Service Improvement Report 2023/24 and our Governing Body message.
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.
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.
Paying your rent by Direct Debit is the best option, speak to Touchstone to help with setting this up.
Give Touchstone a call and they will be able to advise on financial support options available to you.
Yes, but all our intermediate and affordable homes will never be more than 80% of local market rents.
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.
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.
Speak to our lettings team at Dolphin to work out your options.
No, all our homes are only available for rent.
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.
No, all potential residents have to follow the application process.
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.
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.
Yes, as long as you qualify for the Accelerator programme. You will have to follow the accelerator application process.
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.
No, all Dolphin homes are pet free.
We try our best but cannot always get it right, if you would like to raise an issue please contact Touchstone.
We do allow reasonable decoration, but please speak to Touchstone before making any changes.
All our residents should be able to enjoy their homes, if you need to report behaviour that is impacting this please contact Touchstone.
Log the repair via the resident portal or by calling Touchstone and you will be updated on the progress of getting it sorted.
Please contact your Property Manager at Touchstone to report this. If the repair arises outside of office hours please call 01772 667182.