Trusted Agent profile
★★★★★
2,658 reviews across 2 offices and 3 platforms
CPS Homes has two offices, all in Cardiff. Together they have 2,658 reviews on three platforms, rated 4.2 out of 5 overall.
1,427
Reviews on Google
All 2 offices
8
Reviews on Yell
All 2 offices
1,223
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
GoogleMy experience with the team so far has been excellent; Florence was very friendly and helpful when I came to view the property - thank you!
Thank you so much for your kind words; we're delighted to hear that you enjoyed your experience with us!
5/5
GoogleNadine was an absolute pleasure to work with. She was always quick to respond, thorough in her explanations, and she truly had my best interests at heart. Nadine made the entire process seamless and stress-free.
Thanks Chris, we really value your feedback and are glad you had such a great experience with us !
5/5
GoogleNadine was absolutely amazing through start to finish, answered all our concerns and went above and beyond. If you’re lucky to get Nadine, your in safe hands. Her communication & customer service is 10/10
Thanks Jamie, happy to hear it and we're very grateful for your feedback.
5/5
GoogleI had the pleasure of dealing with Jordan Parry and Amber, and I must say their service was absolutely outstanding, Communication was flawless as they promptly responded to my calls and emails. My renting process was smooth and stress-free.
They are fab aren't they! Thanks Hammed for taking the time to leave your thoughts :)
5/5
GoogleI've just sold a house through CPS Homes and are very impressed with them. In theory the house sale should have been very straightforward but, due to the buyers solicitors being extremely slow, it turned into a 5 month slog. Sian and Chelsea who head up the sales team were the oil in the cogs of the selling process and managed to keep things on track for all parties. Their communication was superb and obviously they know their market inside out. I would highly recommend using CPS Homes if you are thinking of selling a property around Cardiff. Thank you ladies.
Thanks Stephen, we appreciate your review and are delighted we could assist in the sale of your property and keeping communication strong throughout the process.
5/5
GoogleWe've just completed on a house purchase in Cardiff and CPS Homes were brilliant from start to finish, from viewing to final steps. Chelsea in particular was great during the process, guiding us through every stage and dealing with the vendor and both sets of solicitors (who were both pretty useless!). Would definitely use again!
Fantastic, thank you Niall for the glowing review and taking the time to share your thoughts.
5/5
GoogleI had used CPS as a rental agent for a flat in Cardiff and when I decided to sell the property engaged their sales team to handle the sale. Chelsea Cannon was appointed as our Sales Progression Manager and she was absolutely brilliant. She kept me informed throughout and was always proactive in contacting the buyer and solicitors. Chelsea went above and beyond and I firmly believe helped our sale eventually go through by going the extra mile. I would thoroughly recommend Chelsea and CPS.
We greatly appreciate your positive review and are delighted to have been part of your home-selling journey. Thanks Judith!
5/5
TrustpilotRecommending CPS Homes to landlords
CPS Homes have helped considerably after a tenant left my flat in very poor condition needing a LOT of expensive work done. CPS Homes were quick to get repair, re-carpet, redecoration and cleaning quotes and were able to send in the trades to quicky restore the flat to a much better condition for new tenants. Their advice was invaluable and, once all the work was done, some new furniture was installed, they have managed to turn my flat around with a new tenant very quickly. As I am no longer living nearby, it was reassuring to have expert eyes and care through CPS Homes' agents (Jordan, Flo, Max and others) when I couldn't be present. I valued their expertise and marketing skills to get the tasks completed in good time. Thank you very much.
5/5
GoogleRating only, no written review.
5/5
GoogleScott gave me a very helpful review of my property. Thank you!
5/5
GoogleScott was extremely polite and friendly and was great to be given some advice about the house.
5/5
GoogleScott came and was awesome! He was very friendly, approachable and welcoming. Highly recommend!
5/5
GoogleWe had Scott come out and do the photos for our flat when we put it up for sale. Did an amazing job on them and was a pleasure to have round the whole time.
5/5
GoogleHad a great experience looking for flat, Jordan was really helpful especially, by helping with the viewing process, and securing the property. Overall a helpful and friendly agency.
5/5
GoogleA member of your team came out to complete an inspection of our home. He allowed us to ask all necessary questions and answered everything. He also took pictures of the one complaint we had and said he would contact the landlord for us. I can’t remember his name but he was in charge of the media and photographs for CPS. Thanks again
1/5
GoogleLandlords - do not use CPS homes! My request was lost so I only received the list of eligibility questions after following up by phone. They never replied to me. The property was then reduced by £300 for the year. My boyfriend then also made an enquiry and filled out the form with the same information I had provided, as I figured this was a case of racism (i have a foreign accent although being British). We spoke to them on the phone 4 times in total, confirming our eligibility despite having filled out the form. During all 4 calls we explained that we currently are located in Exeter so the day/time they offered for viewing was inconvenient. They said there was no other slot available so we made an offer over the phone and offered to pay 4 months upfront with no viewing, we were told they do not allow securing a property without viewing. We took the day off from work, spent over £70 on train tickets, viewed the property, and made an offer on the spot. The agent seemed to be very positive that we were successful so told us to sent him the offer in writing and he would call us within the next hour. We didn’t hear from them so called 3 hours later only to be told it has been let to someone else. They also didn’t remove the property from the Rightmove and zoopla until 3 days later. The viewing took place on Friday and they didn’t remove the listing till Monday. Refused to give me tips on how to be a “more successful candidate”, and gave me the wrong email for feedback. Had they replied to my initial enquiry, they could have let it to us before the property was reduced by £300 for the year. They also could be a little more considerate of their clients and decided whether we are good candidates before we loose over £400 (travel expenses and day’s wages) for a day trip that we only made to view a single property. I do not recommend this agency to prospective landlords nor tenants.
Hi Olga, Thanks for your review. We’re sorry that your application to rent a property advertised by CPS Homes was unsuccessful on this occasion. Due to a shortage of available properties to rent across the UK, we are currently inundated with requests from prospective contract-holders (tenants) wanting to view and subsequently let advertised properties. According to data commissioned and published in the last week, “competition among renters is so intense that there are 20 requests to view each available property… and the queue to view is even longer in some regions”. As such, it’s not unusual for landlords to have to choose from upwards of 5 or 6 parties wishing to proceed. Regrettably, they can only choose one, so there will always be several disappointed parties. You were one of these on this occasion, unfortunately. To clarify, it is the landlord’s decision who lives in their property, not CPS Homes’, and they will typically make their decision on a variety of different factors. Our team have correctly followed procedure in advising that a viewing was required before you applied to rent the property. We have this policy because, from experience, we have had contract-holders choose to rent properties based on the marketing material alone, then complain that it is not what they thought it was after moving in. So, to rule this out, we have a policy that requires all properties to be viewed in-person. It wouldn’t be unusual for a property let on a Friday to only be removed from portals such as Zoopla and Rightmove on the Monday. There is a certain level of information and forms we require completed by the chosen contract-holders(s) before we can delist the property, so if these came in over the weekend, they will only be picked up and actioned on the Monday. There are elements of your review that we will indeed take on-board and internally review, so we thank you for bringing these to our attention and apologise for any inconvenience caused. We wish you the best of luck in your future endeavours to find a new home. Kind regards, The CPS Homes Team.
1/5
GoogleMy son has rented 3 properties with other students whilst living in Cardiff. He has experienced various issues with CPS Homes:- a) Channel 4 investigated CPS Homes practices in retaining tenancy deposits. This was featured on TV. We encountered the same issues as the students shown in the program. Rather than deal with the check-out process in a professional manner, we found CPS Homes lacked integrity in the way they handled the claim and they were not transparent about their charges. For example, in March 2022, the tenants reported to CPS Homes that mould was building up on the ceiling in one of the bedrooms. As a result, the landlord had the roof repaired, but failed to re-decorate the bedroom. When it came to the check-out (at the end of June), the tenants were charged £60 towards the cost of redecorating the room. We rang and emailed CPS Homes on a number of occasions to challenge the charge. In spite of the fact that they knew very well that the mould was caused by the leak, CPS Homes insisted it was caused by “not heating and/or ventilating a space sufficiently.” It was only after several weeks of pursuing them over this matter that they eventually conceded that the damage was caused by the leak. We referred the matter to the DPS (an independent body that adjudicates over the deposit when the letting agent and the tenants are in dispute). They awarded just £84 to CPS Homes (in addition to the £184 that we had already offered) of the total £848 CPS Homes were claiming. As in the Joe Lycett case, there is no recognition from CPS Homes that they were at fault. b) They chased us for rent payments that my son had already paid. Due to a failure in their administration processes, they assigned my son’s January rent payment to the incorrect property, the property he was moving to in his next student year rather than his current one. We notified them on the 20th January that the payment had already been made, but rather than investigate the matter, they continued to chase us for the rent throughout January, February and March. However, on each occasion, the amount outstanding changed from the previous telephone call/email. As a result of the issue, we discovered that CPS Homes had not returned the holding deposit monies for the property that should have been returned in July. They could also not provide a balance of the monies on my son’s account despite having requested this on several occasions. On the 10 th March, we were informed that we were now incurring interest charges on a daily basis. It was at this point, that we raised a formal complaint. However, CPS Homes handling of the complaint was very unprofessional. They were dishonest, deliberately obtuse and evasive in responding to the points that had been raised. For example, when we asked them why they had retained the holding deposit monies and when they were planning to return them, despite asking them on numerous occasions, we did not get an answer. Rather than apologise for their actions, they sought to blame everyone else except for CPS Homes. Their behaviour in dealing with the matter was inexcusable. c) They charge half a month’s rent for July, but this excludes the tenants from living in the property in July. They justify this on the grounds that the tenants can leave their bags in the property. This then enables them to charge some rent whilst they get their “sister” company to clean the properties. We asked to have a discussion with Mr James regarding the retention of the deposit and how this could be avoided in the future, but he declined. Instead he prefers to hide behind his company and put out hollow statements. He’s always very quick to defend his company and no doubt he will have excuses for the above, but the truth is CPS Homes is an unscrupulous business that is aggressively exploiting some of the least well off people in our society. Clearly, CPS Homes have not changed their ways since Joe Lycett exposed their malpractices!
Hi Beverley, As occupation contracts are between contract-holder(s) & landlord, if there are proposed deposit deductions, it’s the landlord who chooses to submit the claim. We’d much prefer not to make a claim as it's far quicker & easier to return a deposit in full. We document the condition of the property at the end of the tenancy, as we also do at the beginning, then provide this report to the landlord for their assessment, as, again, being the owner, they are the decision maker. Within it, we highlight items that we believe are a result of wear & tear, therefore the responsibility of the landlord to make good. We also highlight items we believe to be over & beyond fair wear & tear, which, if substantially different to the condition at the start of the tenancy, he/she may wish to claim for. Largely, a landlord will agree with how we’ve attributed each item, but there are occasions where they wish to pursue contract-holders for an item that we’ve deemed to be landlord responsibility. On the flipside, there have also been times where a landlord has chosen not to pursue an item that we’ve deemed to be contract-holder liability. Once the landlord has decided how they wish to proceed, we add comments to the inspection report & send it over to the contract-holder(s) for their perusal. We invite them to comment on anything noted as being over & beyond fair wear & tear. This demonstrates a transparent, two-way process that is geared towards avoiding any potential dispute. When they provide their comments, we revert back to the landlord & attempt to negotiate the deposit return of behalf of both. We feel it's important to point out that it's not uncommon for there to be a dispute at the end of a tenancy. Quite rightly, occupants are keen to get all of their deposit back, whereas landlords wish to be compensated for dilapidations they believe aren’t a result of wear & tear. So, by virtue of their own standpoints, deposit claims are a contentious matter. Thankfully, the process described earlier in this reply successfully resolves the vast majority of potential disputes before they become protracted. If a contract-holder feels a landlord's claim is unjustified & a mutual agreement can’t be reached, the deposit scheme can appoint an impartial adjudicator to consider all evidence & make a ruling, which is exactly what happened in this instance. We're pleased that the vast majority of deposits CPS Homes returns are done so with mutual agreement between landlord & contract-holder, meaning only a small minority require independent adjudication. Many letting agents are family-run businesses where instructing some work to known acquaintances is commonplace. In the same respect, some private landlords are builders, plumbers, carpenters etc by trade, so will carry out their own work on properties they own. It is ultimately a landlord's choice as to who carries out the work & we do not believe they should be hamstrung because of their choice of profession. There’s no law or guidance that prevents this. Providing the person or company instructed is capable of completing the job & charge fairly for their time, there is no reason why such work should not be passed their way. We believe the issue surrounding misallocated payments was caused by an incorrect payment reference being used. We receive hundreds of payments each day, so if the incorrect reference is used, it can lead to delays in reallocating the funds. We apologise if this delay took longer than you'd have expected. Finally, landlords charging a period of half-rent is not exclusive to CPS Homes. Indeed, a lot of landlords extend this "no occupation allowed" period into August as well. We house around 5,000 occupants & the majority are happy with us & our service. We’re sorry you’ve had a less than positive experience & wish you all the best moving forward. All the best, The CPS Homes Team.
5/5
GoogleHad an amazing experience when working with CPS homes worker Scott during a maintenance inspection. He was very professional and helpful when dealing with the situation. Showed that he understood his job and had care in what he was doing.
5/5
GoogleScott came to film the property and was extremely professional, friendly and engaging. I have had experience with a number of persons filming the property who all were rather serious and not as warm and welcoming as Scott. I felt Scott was a guest who had popped over for a cup of tea and instantly knew that I could trust Scott to film all the property. He was swift, efficient, professional and full of knowledge and explained everything and even asked questions to consider my input. If I could leave 10 stars I would!
5/5
GoogleExcellent service from Bethany Leaney Lettings Manager today; very friendly, professional, efficient and possesses a real 'can do' attitude. Helped me secure an excellent property at a late stage in the season that I am really happy with. Great communication and progression of the let. HIGHLY RECOMMENDED! :)
5/5
TrustpilotBrilliant service
We've just completed on a house purchase in Cardiff and CPS Homes were brilliant from start to finish, from viewing to final steps. Chelsea in particular was great during the process, guiding us through every stage and dealing with the vendor and both sets of solicitors. Would definitely use again!
5/5
TrustpilotRhys and his team were excellent
Rhys and his team were excellent. Efficient. Attention to detail. Good communication throughout the process. I highly recommend.
1/5
TrustpilotUnscrupulous letting agent
My son rented a house with CPS Homes together with 7 other students last year. Towards the end of the tenancy, they went to a lot of trouble to clean the house. They were therefore astonished to receive charges of £848 for cleaning / repairs.Rather than deal with the check-out process in a professional manner, we found CPS Homes lacked integrity in the way they have handled the claim and they were not transparent about their charges:-a In terms of cleaning, it is very clear that CPS Homes target the kitchen and bathrooms as opportunities to make additional charges regardless of the condition in which they have been left. Their comments in the check-out report are non-specific in terms of what needs addressing. For example, for the toilet on the ground floor, the Check Out report stated “Basic clean needed”. However, when studying the photos in the check-out report, it was not apparent how it could have been left any cleaner. The fact was that the toilet was left in at least as good a condition as it was found and it did not need cleaning. This is then used as justification for getting the owner’s sister’s company to clean the entire house at a charge of £300. We repeatedly asked CPS Homes to clarify the cleaning charges, but on each occasion CPS Homes failed to provide a response.b When the tenants vacated the property, they left a handful of bin bags in the two black bins provided. However, CPS Homes carried out the Check-out inspection on the day that the rubbish was being collected and this showed that 3 black bins full of dust bin bags had been left at the front of the property and a number of bin bags had been left both within thegrounds of the property and on the pavement in front of the property. It would appear that in order to avoid paying CPS Homes excessive charges a number of neighbouring student let properties had left their bin bags outside their property. In spite of the fact that CPS Homes knew very well that only two of the black bins related to the property, they charged themfor the owner’s sister’s husband to collect all the bins, a total of 24 bin bags and at a cost of £240 (the first operator that we found quoted £54 to remove the dust bin bags within 24 hours and the bin men would have taken them for free). This was raised with CPS Homes,but their response was that they can only work from the condition of the property at the end of the tenancy. Clearly, treating their tenants fairly and not charging them for other households waste is not a priority for CPS Homes.We referred the matter to the DPS. They awarded just £84 to CPS Homes.Channel 4 investigated CPS Homes practices in retaining tenancy deposits. This was featured on TV. We encountered the same issues as the students shown in the program. In response to the program, CPS Homes put out a statement on their website in defence of their procedures, but we found many of their comments were simply not true. For example, the following comment was made:-“Those who have been tenants of ours will know that we always invite them to accompany us during our end-of-tenancy inspection, which is when we visit to document the condition of the property and take photos as evidence.”This statement is not true. The tenants vacated their rented property and returned the keys 4 days earlier than the end of the tenancy agreement. In spite of this, they were not invited to attend the check-out inspection. Given the situation with the quantity of bin bags left outside the property, the tenants questioned why they were not given the option to remove the bin bags themselves. In response, CPS Homes made it very clear that this is not an option:-“Ultimately, having any tenants present on the check out would not have been different to this as the inspection is completed after keys are returned and there would not be the option to complete any remedial works at the property.”Also, in terms of employing the owner’s sister’s company for house cleaning, the statement says:-“They price fairly and accurately for their time.”The charges they apply are not commercially competitive rates, but are based on the maximum of what the DPS will accept. We tried to contact the cleaning company to get clarity on the cleaning charges, but like the channel 4 program, we were unable to contact them despite phoning them on numerous occasions.The statements that CPS Homes put out in the public domain always come across as very reasonable, but the reality is very different. They are always very quick to defend the company and no doubt they will have excuses for the above, but the truth is CPS Homes is an unscrupulous business that is aggressively exploiting some of the least well off people in our society for the benefit of family businesses. Clearly, CPS Homes have not changed their ways since Joe Lycett exposed their malpractices!
Hi Beverley,As occupation contracts are between contract-holder(s) & landlord, if there are proposed deposit deductions, it’s the landlord who chooses to submit the claim. We’d much prefer not to make a claim as it's far quicker & easier to return a deposit in full.We document the condition of the property at the end of the tenancy, as we also do at the beginning, then provide this report to the landlord for their assessment, as, again, being the owner, they are the decision maker. Within it, we highlight items that we believe are a result of wear & tear, therefore the responsibility of the landlord to make good. We also highlight items we believe to be over & beyond fair wear & tear, which, if substantially different to the condition at the start of the tenancy, he/she may wish to claim for. Largely, a landlord will agree with how we’ve attributed each item, but there are occasions where they wish to pursue contract-holders for an item that we’ve deemed to be landlord responsibility. On the flipside, there have also been times where a landlord has chosen not to pursue an item that we’ve deemed to be contract-holder liability.Once the landlord has decided how they wish to proceed, we add comments to the inspection report & send it over to the contract-holder(s) for their perusal. We invite them to comment on anything noted as being over & beyond fair wear & tear. This demonstrates a transparent, two-way process that is geared towards avoiding any potential dispute. When they provide their comments, we revert back to the landlord & attempt to negotiate the deposit return of behalf of both.We feel it's important to point out that it's not uncommon for there to be a dispute at the end of a tenancy. Quite rightly, occupants are keen to get all of their deposit back, whereas landlords wish to be compensated for dilapidations they believe aren’t a result of wear & tear. So, by virtue of their own standpoints, deposit claims are a contentious matter. Thankfully, the process described earlier in this reply successfully resolves the vast majority of potential disputes before they become protracted.If a contract-holder feels a landlord's claim is unjustified & a mutual agreement can’t be reached, the deposit scheme can appoint an impartial adjudicator to consider all evidence & make a ruling, which is exactly what happened in this instance. We're pleased that the vast majority of deposits CPS Homes returns are done so with mutual agreement between landlord & contract-holder, meaning only a small minority require independent adjudication.Many letting agents are family-run businesses where instructing some work to known acquaintances is commonplace. In the same respect, some private landlords are builders, plumbers, carpenters etc by trade, so will carry out their own work on properties they own. It is ultimately a landlord's choice as to who carries out the work & we do not believe they should be hamstrung because of their choice of profession. There’s no law or guidance that prevents this. Providing the person or company instructed is capable of completing the job & charge fairly for their time, there is no reason why such work should not be passed their way.At the time of issuing the statement you refer to, we had outgoing occupants accompany us during our check-out inspection. The COVID pandemic meant this was no longer possible, so we altered our policy. We have continued with this amended policy since then, as we have found it does not affect or increase the number of disputed deposit return claims. There would be no advantage to be gained by being present in any case. No decisions are made during the inspection because, as stated, we don’t make the decisions. We simply document the condition and then take instructions from the landlord. If there are concerns that our report won’t accurately reflect the condition of the property at the time of vacation, we recommend taking photos and/or videos before vacating.
5/5
TrustpilotMarta Popis is my motive for this…
Marta Popis is my motive for this review because, She is a Helpful Professional.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
CPS Homes is among EA Masters 2026 winners.
EA Masters winners in two years, the group and its branches: 2019, 2026.
EA Masters by year, 20192019 1 award EA Masters 2019 winners
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
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Cardiff (34 Woodville Road) has the most, with 2,045 reviews rated 4.1 out of 5, followed by Cardiff (66 Albany Road) with 1,744.
The two CPS Homes offices, by town:
Yes. At EA Masters 2026 the group won Gold for Best Estate Agent Guide 2027, Sales and Gold for Best Estate Agent Guide 2027, Lettings. The group and its branches have also won 1 other industry award since 2019.
