Trusted Agent profile
★★★★★
2,655 reviews across 2 offices and 3 platforms
CPS Homes has two offices, all in Cardiff. Together they have 2,655 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
1,220
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
GoogleFlorence who conducted the viewing with my partner was delightful. She was welcoming and friendly right from the confirmation phone call to when we arrived at the viewing. She answered all our questions before we had even got to the apartment! She was so patient at the viewing and again so welcoming and friendly. 10/10 review for Flo! Thank you for your support in the process of finding us our new home! She was a delight
4/5
TrustpilotHelpful staff
We had some problems with the house like the tumble dryer not working and stuff left in the house when we moved in which was slightly frustrating but Max Evans was very helpful in sorting these and replied to any concerns.
5/5
TrustpilotRhiannon Hughes has been super amazing…
Rhiannon Hughes has been super amazing and helpful with getting all of the admin and contracts and everything sorted for me. Super kind and helpful and especially with some of the documents that I didn’t know how to find, she was patient and helped me a lot would definitely really recommend her if you are trying to get all your housing things sorted.
5/5
GoogleSpeed stuns and Scott's speed of response was exceptional. CPS you have a real asset in Scott.
5/5
GoogleProfessional and timely service from Rhiannon. Was able to accommodate our specific requests when looking to secure a rental and really helped with our personal circumstances to make all necessary arrangements as straightforward as possible.
5/5
GoogleVery pleased to have Beth’s calm and helpful advice in dealing with a difficult tenant. Great to have her as a single point of contact and to be able to rely on her excellent negotiating skills.
5/5
GoogleMy other half and I have recently agreed to let a property through CPS homes and have found them to be extremely responsive and easy to deal with. Both Florence and Rhiannon at CPS were on hand to provide clear instructions throughout the process and answered our queries within the hour! Our experience so far has been extremely positive and we can’t wait to move in!
5/5
GoogleThank you to Scott at CPS. It was lovely meeting with you this week to market our properties. It is always great to get such valuable insight from an experienced member of the team. Even with 30 years experience, there is always something for me to learn. Great photos - thanks again for your time!
1/5
TrustpilotTrumped up charges
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 and CPS Homes were recommending that that the landlord retain the entire deposit of £800.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:-• 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.• 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.• The invoice for the cleaning did not specify the number of hours and the hourly rate cleaning charge. All we know is that the house was inspected by CPS Homes, cleaned and invoiced raised all within the space of a single day.• 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 the grounds 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 them for 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 or 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.• The headboards are made of chipboard with a cardboard front. They are cheap and fragile and would have cost only a few pounds. CPS Homes priced a replacement headboard at £250. When we queried this with them, they immediately reduced the amount to £130. How can it be that a business that handles hundreds of check-out inspections each year still does not know the cost of a headboard!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. I would expand on this, but I am limited to 4000 characters. 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. CPS Homes have not changed their ways since Joe Lycett exposed their malpractices!
Hi Steve,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.The cleaning company instructed is one of very few local cleaners capable of managing the number of cleans we require each year; particularly in the busy summer period. They are one of several local trades we’ve been using for 20+ years, so we know & trust them. They price fairly & accurately for their time. Many letting agents opt to instruct national companies to manage their cleans, who typically charge more due to increased overheads & travel time, meaning a higher cost to tenants & landlords alike. As a company born-&-bred in Cardiff, we prefer to issue our work to local people.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.
5/5
TrustpilotNathan and his team made the whole…
Nathan and his team made the whole process quick and stress free. Nathan is a great character that will do anything to help. Thanks to their marketing department l, the property was sold within 2 weeks. I would recommend anyone looking to buy or sell to use CPS
5/5
TrustpilotFirst purchase but certainly not the…
First purchase but certainly not the last purchase with CPS. Very easy to work with, Nathan was informative throughout the the whole process. Since this purchase, the whole CPS team have been extremely helpful regarding the hunt to expand my portfolio in Cardiff.Would highly recommend.
4/5
TrustpilotCPS Homes Property Rental Services.
CPS Homes provided an excellent service when I wanted to rent my property. The estate agent team provided a smooth onboarding process. Jordan provided a professional service, and would recommend CPS homes to landlords for their property management service.
1/5
TrustpilotSTUDENTS BEWARE, RENTERS BEWARE, LANDLORDS BEWARE
Do not sign up to this agent or enter a contract with them. Was informed they are not on the university recommended list as they don't follow local rules and regulations and now fully understand why.This will most likely be why they target students so early in the academic year to try and get as many signed up as possible before the recommended list of agents goes out to the students.Don’t be drawn in early and take time to explore all the other agents in Cardiff.They issue contracts that they automatically breach as soon as it's signed. When this was raised with them they finally after 5 months said it was all the fault of the Welsh Government and they would be continuing with their current procedures and contracts regardless.Beware of any clause that says “termination” as most of them are totally redundant and can’t be executed.Their contracts should be compliant with Consumer Rights Act 2015 and the Consumer Protection from unfair trading regulations 2008 but ambiguity and misleading terms would point to them not being.When questioned about the wording in their contracts they continually back statements regardless of how ridiculous that then seems in the context.They tried to explain to me that there was a right to terminate the contract and this was before signing it. Why would anyone ever wish to terminate a contract that has not yet been formed?This is the only time a contract holder is able to terminate a contract early as they prematurely issue what they call a written statement at the time of signing which renders the fundamental term regarding termination void and impossible to perform to the detriment of the consumer. They then state an alternative clause in their contract that enables you to leave early but for this you have to pay them a substantial amount of money to do so.They said that this was for procedures, formalities and the significant amount of work they would have to do. When asked for an invoice and a breakdown of the charges that needed to be paid I was informed this wasn't possible. I was told it was a leaving early fee (but you pay and don't leave until their conditions are met), then told it was a landlord's fee and then it was to cover significant work required by CPS homes. This all goes against the Welsh government guidance on their website and the guidance on the NRLA (national residential landlords association) website where it clearly states that contractually this is a charge that isn't allowed and their processes are not necessary.They also think that “within 14 days” means anytime they like and don’t understand the finite nature of this commonly used term.Guarantor agreement which implies rights to cancel actually have no rights to cancel at all according to CPS homes. They state you have no right to cancel after it begins, they give a specific commencement date and then when you decide to cancel before it begins they tell you you have no right to cancel at all.Search for the other reviews and read those.Google Jo Lycett cps homes and watch the tv programme that aired on TV about this company.In fairness i can only assume that they are reasonably competent when things go smooth and straight forward as they don’t have to deal with the inaccuracies in their procedures, documentation and customer service. The mark of a good company is how they deal with things when they are not the norm and things are not straight forward. CPS homes would score a 0 out of 10 for this.The above is based on 5 months of battles, personal experience linked with legal advice, research on legislation, rights and correspondence from CPS homes. The lengths they will make you go to if things don’t go exactly to plan are incredible and I feel deliberately that way to attempt to get you to give up and not pursue your complaint.Deliberate actions and processes designed to waste as much time as possible hoping you would just give up and go away.I have referred this case to multiple authorities who are currently investigating.I can't believe landlords stay with this company. It's their name on the contract and the appalling image of this company will be linked to them.In summary I would advise to stay clear.
Dear Mr Brailsford,Thank you for your review. We’re sorry that your experience with CPS Homes has been a less than positive one.Your complaint, which has been dealt with at length via our internal complaints process, arose from a desire to have the contract-holder you signed a guarantor agreement on behalf of released from the contractual obligations they entered into as part of a fixed-term, joint occupation contract. Had they proceeded to take up occupation of the property as originally intended, it’s our belief that a complaint would not have been made.As the occupation contract entered into was with the landlord, rather than CPS Homes, it was not CPS Homes’ decision to choose whether to release any of the contract-holders from their contractual obligations earlier than intended or not. It was the decision of the landlord, who is under no obligation sanction the early end to contractual obligations. As this scenario does come up from time-to-time, we do have a procedure available to facilitate the early ending of the contract should the landlord agree, which he did in this case.Following the signing of a new occupation contract, the three members of the original group who wished to end their contractual obligations early were successfully released from the occupation contract they had entered into and had their deposits repaid to them in full. This meant they did not have to pay any of the several thousand pounds worth of rent they would have been legally-required to pay had the landlord not agreed to release them from the original contract and had CPS Homes not facilitated the signing of a new occupation contract. The alternative would have been that the landlord insisted the original fixed-term contract entered into was seen through to its end, which is a scenario everybody was keen to avoid, and it ultimately was. We believe the outcome should be regarded as a successful one, especially when you consider the alternative.The written statement of occupation contract we use is almost wholly-based on Welsh Government’s model written statement of occupation contract. Any changes we have made to the model have been made with legal advice, although the terms you take issue with remain entirely unchanged from Welsh Government’s model.We feel it’s important to point out that entering into any contract, especially one where the liability is shared with several others, is a serious matter and should not be done without a great deal of consideration. Traditionally, due to the competitive nature of the student property market, groups of students do sign for properties several months in advance of moving in. This is a risk, especially in a large group, as experience tells us that the group may not know each other very well at this early stage in the university year, which enhances the chances of something happening to prevent the existing make-up of that group from eventually wanting to move into the property as agreed: whether it be a falling out, a switch to another group, or leaving university earlier than intended.It was two months and eight days from the group paying their holding deposit to the last contract-holder’s signature being added to the written statement of occupation contract. We firmly believe that this extended period of time does not amount to pressurising the group into signing the contract, given they had a great deal of time to consider entering into the contract, ask any questions, or indeed withdraw, before actually signing.Kind regards,The CPS Homes Team.
5/5
TrustpilotJordan was helpful and very…
Jordan was helpful and very professional. He answered all my questions.
5/5
GoogleRating only, no written review.
5/5
GoogleReally helpful, answered all my questions and got things sorted promptly.
Thanks Sheaba for taking the time to leave us a review, it's much appreciated!
5/5
GoogleBethany was easy to communicate with and very helpful throughout
5/5
GoogleThanks for showing me around the property, very professional and helped with any questions I had.
Great to hear - thanks David.
5/5
GoogleIt was worth waiting for at last and we appreciate the support and swift response rendered towards renting the property Kudos.
Hi Dolapo, thanks for taking the time to leave your thoughts, must appreciated! You know where we are if you need help with anything at all throughout your tenancy :)
5/5
GoogleHome secured!!All thanks to CPS and big shout to @florence she kept her words!So you already know 10/10 service.
Fab! Thanks Suhel for taking the time to leave us a 5 star review :)
5/5
GoogleFlorence was an excellent letting agent, she was a an absolute joy and gave us all the information that we asked for! I would highly recommend Florence at CPS homes!
She's a star isn't she! Thanks Olivia, we're happy to help.
5/5
GoogleFlorence was absolutely fabulous, helped me so much very patient and was happy to help even when I got lost around the building I am now very eager to move into my new flat with my boyfriend and flo just made it so much easier for us so thank you!
Hi Alannah, we're so happy to hear you had a great experience with Flo and our team, we're definitely lucky to have her as part of the CPS Homes family and will let her know you left such lovely comments. Wishing you all the very best in your new flat!
5/5
GoogleI recently had the pleasure of working with an incredible estate agent named shaan who went above and beyond to help me find and purchase my home. From the very first interaction to the final closing, their professionalism, expertise, and dedication made the entire process a seamless and enjoyable experience. Thank you CPS!
Hi Adam, we're so happy to hear this! It's definitely a team effort and we're over the moon you've had such a smooth experience. A huge congratulations from all of us on your purchase too.
5/5
GoogleReally couldn't have been more helpful and friendly! We were moving to Cardiff and Flo was fantastic and approachable helping us find a flat to rent and made the whole process really smooth. Many thanks :)
Thanks Alex, glad we could help :)
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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 1,741.
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.
