Trusted Agent profile
★★★★★
2,630 reviews across 2 offices and 3 platforms
CPS Homes has two offices, all in Cardiff. Together they have 2,630 reviews on three platforms, rated 4.1 out of 5 overall.
1,424
Reviews on Google
All 2 offices
8
Reviews on Yell
All 2 offices
1,198
Reviews on Trustpilot
Business-wide
CPS Homes's two offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
5/5
TrustpilotGreat experience
Communication was good from the start, but Florence the estate agent was so bubbly and personable that it made the experience wonderful, from viewing the flat, to getting her excited call to say we got the flat! Thank you Flo!
5/5
TrustpilotJenna has been fabulous…
Jenna has been fabulous with us renting our first place together. Made the whole process so easy, she was super flexible with timings and understanding of my shift work when contacting me (as I wasn’t always available to answer the calls!). Jenna made the process seamless, sent over documents quickly and got us into viewings at our earliest convenience. Thank you Jenna! :)
5/5
GoogleExcellent service from CPS Homes I had a very positive experience with CPS Homes, especially with Florence Bailey, who helped me find and secure my current accommodation. Florence was extremely helpful, professional, responsive and supportive throughout the process. She understood what I was looking for and made the process of finding suitable accommodation much easier. She was always willing to answer my questions, provide updates and help whenever I needed assistance. Moving to a new place can be stressful, particularly when dealing with the paperwork and arrangements, but Florence made the whole experience smooth and straightforward. I really appreciated her patience and friendly approach. I would definitely recommend CPS Homes and Florence Bailey to anyone looking for accommodation. Thank you, Florence, for all your help in getting me settled into my current home!
Hi Prashanth, what a lovely review - thank you so much! We'll be sure to pass your comments on to Flo and are so happy we could help. Wishing your all the best in your new home :D
1/5
GoogleVery disappointing experience from start to finish. Despite repeatedly promoting how much they “protect tenants”, our experience was the complete opposite. Communication was poor, and we regularly had to chase them for basic matters that should have been dealt with proactively. More importantly, we found their attitude towards tenants consistently cold and unhelpful. There was very little sense that they cared about providing a good experience or treating tenants with respect. Even straightforward issues became unnecessarily difficult to resolve. We were responsible tenants (a couple), looked after the property well, reported maintenance issues that weren’t our own in the interest of goodwill, and expected nothing unreasonable in return. Furthermore, we weren’t even repaid for maintenance that was agreed in writing! Unfortunately, the way we were treated throughout the tenancy left a very poor impression. Based on our experience, I would not recommend them to prospective tenants. CPS leaves a truly bitter taste in my mouth and has put me on high guard for any future letting agencies.
Hi Morgan, We’re sorry to read that you’ve come away from your tenancy feeling this way. In particular, if our communication ever came across as cold or unhelpful, that isn’t the experience we want anybody renting through us to have. It is worth explaining that, as managing agents, we sit between landlord and tenant and part of our role is to try to ensure that both sides comply with the terms of the contract and their legal responsibilities. That does sometimes mean delivering an answer or update that a tenant may understandably be disappointed with, whether because the contract doesn’t allow something they would like to happen, because a landlord has not authorised something, or because we are still waiting for a landlord, contractor or other third party to act. We appreciate that this can sometimes make us the face of a decision that isn’t ultimately ours to make. Unfortunately, your review doesn’t tell us which property you rented or when, so we’re unable to identify your tenancy and properly investigate the concerns you’ve raised. That makes it difficult for us to respond meaningfully to some fairly broad criticisms. The point we would most like to understand is your statement that you were not reimbursed for maintenance despite this having been agreed in writing. If your landlord agreed that a payment should be made to you and we then failed to administer that payment correctly on their behalf, we would hold our hands up, apologise and put that right. Equally, there may be other circumstances or correspondence relevant to what happened. Without knowing the property or tenancy involved, we simply can’t establish which is the case. You also mention reporting maintenance issues that weren’t your own “in the interest of goodwill”. We would gently clarify that tenants are expected to report maintenance issues promptly, whether or not they caused them, as doing so helps prevent problems from becoming worse. Equally, tenants are entitled to expect that repairs falling to the landlord are progressed within a reasonable timeframe, and we will always pursue landlords and contractors where action is required. Our maintenance system is also designed to keep tenants updated throughout that process, including where there is no substantive update because we are still chasing somebody else for action. We rent to more than 5,000 tenants each year and, while we certainly don’t claim to get everything right, we believe the vast majority have a positive experience with us. Where somebody hasn’t, we genuinely want the opportunity to understand why and, where we have made a mistake, to put it right. Please email feedback@cpshomes.co.uk with your property address, tenancy dates and details of the maintenance payment you refer to. That will allow us to review the correspondence, maintenance records and account history and respond properly to the points you’ve raised. Kind regards, The CPS Homes Team.
1/5
GoogleUPDATED TO INCLUDE ANSWERS TO POINTS RAISED IN CPS REPLY During my son’s tenancy 1 - not clean at start of tenancy - we have photo evidence of the dirt on tiles, walls, oven, flooring, chair, within furniture, interior bin, woodwork and doors on the day of taking the property - these photos have been sent to CPS and ignored. Hilariously, the landlord and agent claims all of the above were "as new". My son and his friends took photos on day 1 which prove otherwise. 2 - little to zero help when promised fixes to problems did not materialise. You have to use a portal, no ability to phone anyone, a leaking shower needs fixing immediately so my son and co-tenants had to walk to the CPS offices and raise the issue to get a timely response. Dishwasher ceased to work - asked 3 times - no reply - students fixed it themselves in the end with industrial strength chemicals which they should not have been handling. 3 Students had to go out and buy things like an external dustbin which should have been there - despite repeated requests for missing items such as an outdoor bin. Had to buy their own cushions for the sofa (those provided not fit for purpose) tiny cushions provided were clearly not designed for the sofa provided. If you visit Cathays the whole place looks like a slum - landlords should be obliged to provide external bins 4 no communication around returning deposit - took 11 weeks and had to use the appeal process, still ongoing 5 no phone contact possible to resolve deposit dispute - not a reasonable approach - should be resolved within 10 days. Nearly 80 days and counting. Students are in debt and finding it hard to find work - this is unreasonable behaviour. A genuine shower Avoid
Hi Mark, Thank you for taking the time to leave a review. We’re disappointed to read your comments, although some of the points made are difficult for us to reconcile with the processes we follow. We'd like to know more about the property and tenancy so we can property look into things and comment, so invite you to email feedback@cpshomes.co.uk with these details. In the meantime, we'll comment more generally. If a contract-holder is unhappy with the standard of cleaning at the start of a tenancy, we ask that this is reported to us. Our cleaners are always happy to return and address any areas that may have been missed. Cleaning can be subjective, with differing standards/expectations, which is why we and our cleaners are open to returning. Saying there was “little to zero help” with reported problems is difficult for us to respond to without further detail. As managing agent, we sit between the contract-holder and landlord. We will report requests to the landlord, chase where necessary and keep contract-holders updated, even where the outcome may not be the one they hoped for because a landlord has declined a particular request. If there are examples where you feel we failed to do this, we would genuinely like to see them. The reference to there being “no communication” around the deposit return is also surprising, as our deposit process is deliberately detailed and transparent. At the end of a tenancy, we carry out a check-out inspection and compare the property’s condition against the start of tenancy records. The report is shared with the outgoing contract-holders and highlights any areas we believe may be the landlord’s responsibility, as well as anything that may go beyond fair wear and tear. Contract-holders are invited to provide their own comments and evidence before any claim is finalised. Where the landlord wishes to make deductions, we then produce a detailed claim setting out what is being claimed, who we believe is liable, the cost involved and how that figure has been calculated. Importantly, it is the landlord’s claim, not CPS Homes’. We don’t profit from deposit deductions and, from our perspective, returning a deposit in full is considerably quicker and easier. Our role is to try to find agreement between both sides. Thankfully, that happens in the vast majority of cases. Where agreement genuinely cannot be reached, contract-holders quite rightly have the option of asking the deposit protection scheme’s independent Alternative Dispute Resolution service to determine the matter. We look forward to hearing from you. Kind regards, The CPS Homes Team.
5/5
GoogleFlo was super helpful. I attended 2 separate viewings with her and she made sure the experience was one to remember. She put all my questions across so easily and gave me quality service ✨ I’d definitely use CPS Roath again..make sure you ask for Flo if you want the best experience!!!
1/5
GoogleOne of the worst letting agencies in Cardiff for students. This agency violated our contract by giving our landlord the property keys, allowing him to enter with no prior notice, this being a clear violation of the contract that states tenants must receive notice 24 hours before management/the landlord is coming. This happened twice during the year with my female housemate coming out the shower in a towel to find two grown men (maintenance) in our kitchen unexpectedly. Obviously this is wrong and we wrote a formal letter asking for a reason why and also an apology from both the Landlord as well as CPS homes. It has been over three months now (our tenancy has ended) and we are still yet to hear from both CPS homes and the landlord. Furthermore, when it has come to recovering our deposit , it has been 28 days since we received our inventory list which comes before the landlord can begin the negotiation phase in case of any costs. After nearly a month, the landlord could have easily began this negotiation phase and returned our deposits, but of course he has not and now is tenants are having to contact CPS homes as they have verbally refused to provide us tenants the landlords contact details. Do CPS homes only hire shit landlords? Or do they just think they can get away with violating a formal contract because we are students? I understand that there are processes involved with deposits and contract violations, however I also am aware that the previous 3 years I was living in Cardiff my tenancies with other agencies went smoothly with minimal problems throughout the year and quick response times in such cases with our deposits being returned efficiently after the termination of our contract. If you have a choice, stay as clear as you can from CPS homes.
Hi Jasper, We’re sorry to hear you've had a less than positive experience with us. We fully appreciate that, as the managing agent, we are often the first port of call when a tenant is unhappy with something that has happened at a property. However, there is an important distinction between actions taken by CPS Homes and actions taken independently by a landlord. In relation to access, the occupation contract was between you and your landlord. Landlords are required to respect their tenants’ rights to notice and quiet enjoyment, and where we become aware that a landlord may have entered a property without the appropriate notice, we will raise this with them, explain their obligations and advise them not to repeat it. What we cannot do, unfortunately, is physically prevent a landlord from accessing their own property against our advice. No managing agent has that power. Where a landlord repeatedly acts in breach of their contractual or legal obligations, there are formal routes available to tenants through the appropriate authorities. We are also sorry if you feel your correspondence on this point was not properly responded to. We would certainly expect concerns of this nature to be acknowledged and addressed, even where the complaint relates primarily to the landlord’s conduct. With regard to your deposit, the proposed deductions are the landlord’s claim, not CPS Homes’. In this case, the landlord is also arranging and overseeing their own post-tenancy works, so we are dependent on them providing us with their final instructions before the claim can move forward. Our role is to document the condition of the property at the start and end of the occupation, communicate the landlord’s proposed claim and help both parties work towards an agreement. If agreement cannot be reached, the deposit protection scheme provides an independent adjudication process. We also cannot disclose a landlord’s personal telephone number or email address without their permission. That does not prevent tenants from contacting their landlord, as correspondence can be passed through us and landlords are also required to provide an address at which notices can be served. We completely understand why delays at the end of an occupation are frustrating, particularly where money is being held. We will continue to press the landlord for the information needed so that the deposit process can be brought to a conclusion as quickly as possible. Kind regards, The CPS Homes Team.
5/5
GoogleFlorence (Flo) showed us a property and was extremely professional, friendly and informative. It was also incredibly quick for us to secure the property. Great service, thank you so much.
5/5
GoogleService was very fast and smooth. The team helped us a lot to get us a good accommodation. Special thanks to Roath who coordinated with us.
Thanks for the 5 stars and kind comments Shree :D
5/5
GoogleI had a great experience with CPS Home Agency while finding my property. The whole process was fast and smooth, and the staff were very friendly, helpful, and professional throughout. I really appreciated how efficiently everything was handled. I would definitely recommend CPS Home Agency to anyone looking for a property!
Thanks Tarun for the lovely words, much appreciated
5/5
GooglePretty straightforward
Good to hear - cheers Gabe!
1/5
GoogleHad a viewing, had it rescheduled by the agent then waited for another hour later to know that the viewing has been cancelled. When I called the agent they admitted it was a communication problem with the colleagues. So unprofessional. Wouldn't recommend. Such a joke.
Hi Abhilash, We’re sorry to hear about your experience. Having a viewing rescheduled and then finding out an hour later that it had been cancelled is understandably frustrating, particularly where the cause appears to have been a breakdown in communication within our team. We’re unable to identify the particular viewing from the limited information available in the review, so we can’t yet establish exactly what happened. If you’re willing to provide a little more detail, please email feedback@cpshomes.co.uk and we’ll be happy to look into it properly. Either way, we’ll raise your feedback with the team. It is very much in our interests to ensure viewings go ahead as planned. After all, if we don’t complete viewings, we don’t let properties, so communication failures of this nature benefit nobody. Please accept our apologies for the inconvenience caused. We’ll use your feedback to help ensure a similar issue doesn’t happen again. Kind regards, The CPS Homes Team.
5/5
GoogleCeri-Ann Wilkinson, Rhiannon Hughes and Jenna, thank you for helping us through the accommodation process, from the day of viewing the house to signing the contracts. Thank you for your patience and professional service. Thank you to the team for supporting us with information regarding our documents. The service was friendly and convenient.
Fab, thanks so much Gladys for taking the time to leave such a lovely review.
5/5
GoogleMe and my partner secured a property recently with Florence she was super knowledgeable and really pleasant to deal with thank you so much Florence
Thanks for the fab review John, much appreciated!
5/5
GoogleJenna was fantastic from the start with helping to secure a new home. The entire process went smoothly, communication was always prompt, and they make sure that you feel supported every step . Truly excellent service, thank you so much!
Thanks Ahmad, wonderful to hear this ! :D
5/5
GoogleI would like to thank all CPS Homes team and especially Jenna Thomas who very kindly helped me with the renting process.
Thanks so much Alfano!
5/5
Google⭐⭐⭐⭐⭐ I would like to thank Ceri Ann for all her help and support in helping me get my new house. She was very helpful, polite, professional, and always made the process easy and straightforward. Her communication and customer service were excellent, and I really appreciate the time and effort she put in to help me secure the property. Thank you, Ceri Ann, for your great service. I would definitely recommend her to anyone looking for a property!
Thanks Mohammed for taking the time to write this, we'll pass your kind words on to Ceri Ann :)
5/5
GoogleGreat experience selling my house with CPS. I'd been with a different estate agent for a few months and hadn't had any interest. CPS came in, worked their magic and within 3 weeks I had 2 offers. The photographer was great, the team over at CPS were really helpful and communicative, always keeping my in the loop and quick to respond. Would recommend
Brilliant - thanks Candice for taking to leave this lovely and thoughtful review! The marketing and right approach really can make all the difference. Congratulations again on your sale :)
5/5
GoogleWe sold our house with Nathan, and the whole process was easy and straightforward from beginning to end. Nathan was fantastic throughout, and the photos and marketing were brilliant. We couldn’t have asked for a smoother experience and would definitely recommend him!
Thanks so much for your 5 star review Laura, that's made our day! So pleased we could help and thank you for trusting us with your sale.
5/5
GoogleFlo was incredibly helpful when it came to securing my new home - the last thing I was expecting was to see, apply for and sign a contract for a new flat within the first two weeks of August, but Flo made sure the process was smooth and was available to answer any questions I had.
Thanks for the lovely review and 5 stars Tara!! :)
5/5
GoogleSian made the whole process of selling very easy and stress free! The property sold within days of listing! Thanks Sian for all the support!
Thanks for your fab review Shaun, so glad Sian was able to help and make your selling experience such a positive one!
5/5
GoogleNathan was truly excellent in the sale of our property! We were very impressed by the speed at which he got our property to market, and by his professionalism and attention to detail when hosting the open day at our house. Nathan secured a full asking price cash offer during the open day, and the sale went through without issue. I also want to say that Scott produced fantastic social media content, with photos and videos that truly captured how special our property was. We will definitely use Nathan and CPS Homes again for any future sales. Thank you!
Hi Michelle, Thank you so much for taking the time to write such a lovely review! It was a pleasure helping you sell your home - will make sure Nathan and Scott see this too, they’ll be chuffed with the feedback. Thank you again for choosing CPS Homes :)
4/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
Thanks for the 5 stars Matthew!
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Cardiff (34 Woodville Road) has the most, with 2,023 reviews rated 4.1 out of 5, followed by Cardiff (66 Albany Road) with 1,715.
The two CPS Homes offices, by town:
