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
TrustpilotNikole and Charlotte provided a great…
Nikole and Charlotte provided a great support in resolving the issues arising from the previous tenants leaving my property in a damaged condition. They handled the matter professionally, kept me informed throughout the process, and helped bring it to a satisfactory conclusion. Overall, they did a good professional job, and I appreciate their assistance.
5/5
TrustpilotTop notch firm and very professional…
Top notch firm and very professional and friendly team in Cardiff. Chelsea and Tiffany were both great and supported us throughout the process, would highly recommend.
4/5
TrustpilotCouple of issues but would still recommend -
Had a few issues at the start of my tenancy which could've been avoided if their Rightmove listing was correct and also their pre-tenancy inspection had been a bit more thorough (flat was handed over to me with various cleaning issues - rubbish in bins, dirty oven, thick dust, stained mattress, etc. - as well as a broken bed frame and quite a lot of the landlord's personal belongings left behind which I was left to pack up). But that being said, I've had some excellent customer service from certain members of their team since then - in particular, Zara from the maintenance team, and Jordan who dealt with my move out. Honestly can't thank them enough for how amazing they were to deal with - so helpful and friendly. Overall - would recommend.
5/5
GoogleI called in CPS Homes Letting dept ( Florence Bailey ) as I was experiencing issues with my previous letting Agent that was Managing my Property. I was very impressed at first meeting and even more impressed with service that followed. They found a new tenant quickly ( when the previous agent could not ) and the process was first class
Ah that's fab to hear - thank you for taking the time to leave such kind words :D
5/5
GoogleRating only, no written review.
5/5
GoogleGreat service all the way through. Jenna kept me updated with viewings and feedback and found suitable tenants very quickly.
Thanks so much for your lovely review Antony!
5/5
GoogleA big thank you to Jenna. She has been incredibly helpful in showing us around different houses and answering any questions or queries we had. She made the whole process easy and smooth from start to finish. 10/10, would highly recommend.
That's fab to hear, thanks Joe!!
5/5
GoogleWe used CPS homes to secure our next uni house and they were super fast and knowledgeable on the whole process. Special thanks to Roath with the constant phone calls I gave her. All in all a quick and efficient way to get our house sorted considering it was very late
Hi Joseph, thanks so much for the lovely review. Wishing you all the best in your new home :D
1/5
GoogleEDIT: CPS have since responded to this. In their response they cannot admit that they failed to ensure the property was cleaned to a living standard. They also cannot admit that they allowed us to move into a property with mould in. I have photos and evidence to support each claim I made in my review. Do not use CPS I do not recommend CPS at all. I have been with multiple letting agencies before and they are by far the most incompetent. Every bad thing you’ve heard about them is true. CPS allowed myself and my friend to move into a property filled with mould, general dirt and uncleanliness and stains (I have pictures to prove it). They couldn’t be bothered to check the property beforehand to ensure that it was a safe living condition. Upon viewing the property there was a big stain on the hallway carpet, to which the CPS employee said the landlord would not sort out the issue and to fix it we could “just put a rug over it”. However when meeting the actual landlord he knew nothing of the stain and was shocked to see it. He rang CPS straight away to tell them to get it sorted and they did. CPS lied to us about this issue, placing the blame on the landlord rather than taking accountability themselves and actually doing their job. The landlord was also shocked to see mould in the property, which he asked CPS to resolve before my friend and I moved into the property. Another incident of the ineptitude of CPS. CPS also promised that before moving into the property a professional cleaner would deep clean the flat entirely. This was another lie. On move in day we turned up and no cleaner had done the job. One did turn up during our unpacking. She proceeded to only clean the kitchen and not stay for longer than 30 minutes. So my friend and I cleaned the whole flat ourselves. Another unfulfilled service from CPS. CPS Homes’ terrible work also extends to the handling of money. On multiple occasions CPS sent my housemate and I rude texts and emails saying we had not paid the given months rent. Also stating that if we did not pay within 48 hours we would incur a monetary penalty fine. However in actuality we both had paid our rent on time. When ringing to discuss this matter they could not tell us why this had happened but after persisting we were eventually told that CPS had put our rent payments against the wrong reference. Again this occurred multiple times with the same excuse and same inability to state straight away why it occurred and not even apologise. CPS are quick to try and prove the blame on others but cannot admit when they are in the wrong and apologise. On top of the above, broken items in the flat (broken prior to us moving in) were never properly fixed during our tenancy, which meant some appliances in the flat couldn’t be used. Despite CPS being asked multiple times to fix it. CPS Homes is an awful tenancy agency who operate unethically, incompetently and unfairly. I would avoid them at all costs.
Hi Zeyn, Thank you for your review. We take all feedback seriously, so we will certainly digest this in full and learn what we can from it. Your tenancy started on 1st August 2024, which was immediately after the previous tenancy ended on 31st July 2024. This is a tight turnaround, but a full check-out inspection was carried out and, with the landlord’s approval, we instructed cleaning and multiple maintenance items, including the hallway carpet, furniture repairs and mould treatment. The inventory you were provided with contains photographs taken after the previous tenants left and before you moved in, which evidences that an inspection took place. It is therefore inaccurate to suggest that the property was not checked before you moved in. In relation to cleaning, our instruction was for a full clean of the property, not just the kitchen. Your own comments on the inventory confirm that cleaning had taken place in the bathroom, for example, which is at odds to your review, where you state only the kitchen was cleaned. Admittedly, it came to light that the hallway carpet was initially missed by the first contractor, so we arranged for it to be addressed by an alternative contractor shortly afterwards. Having reviewed the inventory in full, we do not accept the characterisation of the property as being “filled with mould”. This is simply not supported by the inventory record. On the condition of the property more generally, it is not unusual for there to be marks, blemishes and stains on certain items at move-in, as it is rare for everything that is provided to be brand-new. The condition you moved into reflected what was visible at viewing, save for the items addressed when you moved in. The purpose of the inventory is to ensure any existing marks or wear are clearly recorded so they are not attributed to you at the end of the tenancy. That said, where issues are significant, we do of course work with landlords to put them right. Regarding maintenance during the tenancy, we have records of a small number issues being raised and addressed promptly, along with other proactive works identified during our inspections. We do not have any record of items or appliances being broken beyond use. We note that you reported an issue with a hob, which the landlord told us he’d deal with, and we communicated this to you. We received no further reports from you on this or any other appliance-related issue, so we trust all was well. On rent payments, where an incorrect payment reference is used, it can occasionally delay allocation on our system as we want to be sure of who the payment is from. Once identified, this should be resolved promptly, and we apologise if our communication around this fell short at any stage. We are confident that we acted appropriately throughout the tenancy and in line with both our processes and our obligations as a managing agent. That said, we will always reflect on feedback and look at where we can improve. We wish you all the best in your future endeavours, The CPS Homes Team.
5/5
GoogleGreat service from Angela, friendly, efficient, and always on top of the details. Would definitely recommend.
Thanks Mark, agreed, our Angela is a star! We'll pass on your kind words :) thanks again
5/5
GoogleWe recently purchased a property through CPS and were guided by the very experienced Angela, who provided invaluable advice and support throughout the process. Many thanks and we are very happy in our new home.
Hi Helen, thanks ever so much for your kind words and taking the time to leave them. So pleased to hear you had such a great experience with Angela and the team :) wishing you all the best in your fab new home!
1/5
GoogleSadly we were interested to purchase a property and they never forwarded our request to the seller. They told us the property was close to exchange but actually that happened months later as the property had been on the market at that point. I think their main interest was to close at quick as possible their current negotiations with another interested buyer. That's fine but at least don't lie to us.
Hi Ilaria, Thank you for your feedback. We’re sorry you feel this way, but we don’t agree that you were misled. At the time you contacted us, the seller had already accepted an offer on the property and the sale was progressing through solicitors. We explained that the property was close to exchange, which was the position at that time. As an agent, we act on our client’s instructions and we must also respect the confidentiality of all parties involved in a sale. For that reason, we cannot discuss the details or progress of another buyer’s transaction publicly, or with someone who was not party to it. We therefore will not comment on what happened thereafter. We appreciate it is disappointing when a property you are interested in is no longer realistically available, but we do not accept that our team acted dishonestly. All the best, The CPS Homes Team.
5/5
GoogleWe recently completed the purchase of 144 Cottrell Road as an investment property for City Base Accommodation Ltd, and we wanted to thank Angela and the CPS team for their support throughout the process. From the initial viewing through to completion, communication was professional, responsive, and well managed. Angela and Chelsea helped keep everything moving and made the purchase process as smooth as possible. We appreciate all the support and would happily recommend CPS to anyone purchasing or selling property.
Thank you so much for taking the time to leave such a thoughtful review, it really does mean a lot to the whole team! Angela and Chelsea will be delighted to hear your feedback as well :)
5/5
TrustpilotThe services from CPS as been excellent
5/5
TrustpilotHighly recommend - Kevin
Recently sold my house with CPS (Spencer Road, Derry) and worked closely with Kevin Cross who was extremely helpful throughout the whole process. Kevin made the experience a lot more positive as i previously had issues with a very well known estate agents in the town. Kevin called me and asked why my house had still not been sold and he assured me he could have the house gone within 5 weeks, not even 4 weeks later I had a sale agreed. Could not recommend CPS more.
Hi Lee, Thank you for taking the time to leave such a lovely review. We’re really pleased to hear you had such a positive experience with Kevin and the CPS team in Derry. However, we’re CPS Homes in Cardiff, Wales, so we believe this review was intended for a different company with 'CPS' in their name. We’ve made Trustpilot aware and asked whether they can move it to the correct profile, as Kevin and the Derry team absolutely deserve the credit for the service they provided. All the best with your sale, and congratulations on agreeing it so quickly. The CPS Homes Team.
5/5
TrustpilotI had a very positive experience with…
I had a very positive experience with CPS Homes throughout my tenancy, and I would particularly like to thank Jordan for his outstanding support and professionalism. Although my overall living experience was affected by issues with a neighbouring tenant, the service I received from CPS Homes was excellent from start to finish. Jordan was always approachable, responsive, and willing to help whenever I needed assistance. He guided me through every stage of my tenancy and was especially helpful during my move-out process, making what could have been a stressful situation much smoother. Communication was always clear, and I felt supported whenever any issues arose. The end-of-tenancy process was handled efficiently and professionally, and I was pleased to receive confirmation that my deposit would be returned in full. I am genuinely grateful for the help and support Jordan provided throughout my tenancy. His dedication to customer service reflects very positively on CPS Homes, and I would happily recommend both Jordan and CPS Homes to anyone looking for a professional and reliable letting agency. Thank you, Jordan, and thank you, CPS Homes.
1/5
TrustpilotAbsolutely useless.
Absolutely useless. They use AI in their photos, yes its specified however the furniture they added via AI makes the property's sizing look COMPLETELY different to in person, as in, half the size. We had our viewings cancelled less than an hour before the viewings were due and when we did finally get a viewing, they had no idea about the property. The listing stated "with white goods" and there wasn't and the agent didn't even have a clue about any of it. They also couldn't answer any of our basic questions about the property like what council tax bracket it was, etc. Overall we will not be going anywhere near properties that are posted by CPS Homes, genuinely awful experience.
Hi Kei, Thank you for your feedback. We’re sorry to hear you were disappointed with your experience. We have recently been trialling the use of AI on a very small number of listings, but only in limited circumstances and always with this clearly stated. For example, where a property is photographed unfurnished, we may show an AI-furnished image alongside the original photo to help viewers understand how the space could be used. We may also use it to remove an occupier’s personal item that will not form part of the letting. We want to be very clear that we do not use AI to enhance the condition of a room or property, nor to make rooms appear larger than they are. That would be misleading and counterproductive, as viewers will always see the property in person. It would also mean we field an irregular number of enquiries on a listing, which we’re keen to avoid, as it would be a waste of staff time. We have not been able to identify you, the property or appointment from the details in your review, but we would very much like to look into this properly. If a viewing was cancelled at short notice, or if a member of our team was unable to answer reasonable questions about white goods, furniture or council tax, that is something we would want to review internally. We have reached out to you via Trustpilot’s private messaging system. Alternatively, please email feedback@cpshomes.co.uk with the property address and viewing details, and we will investigate what happened. Thank you, The CPS Homes Team.
5/5
TrustpilotFlorence and Scott did a wonderful job…
Florence and Scott did a wonderful job marketing my property for rental. The advert looked excellent and the property was let quickly.
5/5
TrustpilotI don't usually write these reviews
I don't usually write these reviews, and in fact, I've had 'interesting' dealings with CPS Homes in the past, however, I think one should be as quick to praise as they are to criticise... I must say that lately, their service managing the apartment I rent has been fantastic. Since introducing the online repair reporting and management system, sorting issues has become very easy. The company feels like its listening and trying to respond to customers' needs. Also, I fed back last year that the tenancy renewal emails were unduly aggressive and threatening; this year, the phrasing was very different and much appreciated. Finally, Jordan is a credit to be company; I've found him to consistently pleasant, professional, knowledgeable and helpful. He communicates well, and this helped enormously - even when the primary issue had not yet been solved. Folks like him have a talent for managing people and is hopefully valued within the company.
5/5
TrustpilotGreat Experience
Flo was great - happy to help with all queries - very efficient!
5/5
TrustpilotI want to thank CPS Homes for all their…
I want to thank CPS Homes for all their help with my rental property, especially.
5/5
GoogleGreat experience so far with CPS. Easy to contact, and very helpful with any questions. Erin and the team have been great, no complaints here
That's great to hear, thanks so much Benjamin :)
5/5
GoogleGreat service!
Thanks Coryn, much appreciated!
5/5
GoogleI had a really positive experience with this letting agency. Erin was incredibly friendly during the viewing and took the time to answer all of my questions. From putting in an offer to securing the property and starting the application process, everything has been smooth and straightforward. Erin has always been just a phone call away, providing help and keeping things moving quickly. Really appreciate the support throughout!
Hi Tia, thanks so much for the lovely words and taking the time to leave this review! We agree Erin is a star and will make sure she reads your comments :)
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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:
