★★★★★ 1/5
GoogleWe recently rented a property in pentwyn. We couldn't view the property physically, as a video tour was the only option. We contacted over the phone to enquire about the property and asked three simple questions as per our priority. Is the house furnished or not? is there an allocated parking space or not? is there any added bill or not?
The agent confirmed after checking their system that it is a furnished property and there is an allocated parking space for the property and mentioned other bills except for the water bill. In the meantime, we talked several times over the phone, but nobody mentioned anything different.
It was the end of the month, and we got the contract to sign it, and then after reading the document we got to know that there is no allocated parking space and the water bill will add up. We were so frustrated but we had no time to find a new house and we already gave our deposit. So, we had to take it. We got another surprise when we went to the property to receive the key, it was barely furnished. We were told that the property will be the same as the video tour. We are very disappointed that how misleading everything was.
Irin · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Dear Irin,
Thank you for leaving a review and we’re sorry to hear that you believe there are discrepancies.
We have a complaints procedure in place to resolve issues like this. If there are any outstanding grievances, we'd ask that you provide additional information via e-mail to feedback@cpshomes.co.uk, allowing us to look into your concerns further.
Kind regards,
The CPS Homes Team.
★★★★★ 5/5
GoogleHad a great experience, Patch showed us a house that he thought we would like that we hadn’t even considered and we ended up taking it, it was perfect! Vicky showed us round the house and was so lovely and answered all of our questions.
Molly · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleI am a professional accredited landlord and have used the CPS agency for 7 years to let my properties. They have always gone out of there way to let my properties and provide good timely information about the market and its current requirements to facilitate these lets at appropriate rents
Jeremy · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Jeremy, thank you for the five stars and your thoughtful comments. We're delighted to hear that you've felt we've gone above and beyond to achieve the best results for your properties and market them effectively, particularly as this reinforces what has been our aim since day one - maxing sure our landlords' properties are always achieving their full potential and maintaining our reputation as experts in legislation by always keeping our fingers on the pulse.
Thanks again for leaving us a review, it really is appreciated.
★★★★★ 5/5
GoogleIt is always a pleasure dealing with the team at CPS. They are friendly, knowledgeable and engaged. I have recently been working with Charlotte Atwell who has been very efficient in dealing with a HMO application.
Richard · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 2/5
Google*Updated and ammended*
Overall what you might expect from an agency. Lack of organisation, total hustlers.
Was interested in another propery before being forced to take another. This initial property was advertised as being available from July 2021. An hour after taking our deposits (£200), we were then informed that the landlord 'only just let CPS know' that the landlord is allowing the tennants to stay an extra month which meant the property was available in August instead. Which wasn't advertised at all.
(Claiming this was due to a communication error between the landlord and cps despite the property being listed online for a good while. When asked about this, and they had already asked the landlord that same day about availability/half rent options for summer before they took our deposits, they then claimed was due to an internal communication error. )
We were then offered a binary choice to find a place to stay for a month to keep the property or take another property and our deposits would be transferred. Never mentioned that we could have the deposit back. This apeared to lock us into using CPS agency or otherwise sacrificing our deposit to them. Whilst also sacrificing our preferred housing option for a less desirable one.
We have now chosen a new property with CPS and that process has gone smoothly. Which has been handled as I wished the first time had gone. Also they have been very helpful in trying to organise a new TV and sort half rent for the tennants who wont be in the property over July.
It is hard to know whether this was due to neglegent advertising or communication errors (or both) but either way, was very frustrating. The saving grace for CPS is that they did help with finding a new house and providing help with extra bits with refreshing diligence
Overall an average experience from a Cardiff agency. Be wary about their advertising and be sure always to double check details incase you might be left in a similar situation.
Update: They never provided a tv and spam message you when there are potential viewings yet rarely attend them. ALSO let themselves into your room if while you are inside without checking. Disgusting agency who are just hustlers dressed smart casual. New review down to 2 stars from 3.
Harvey · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleSpoke to a very professional Sales Agent (Cath) and she took us through the letting process very quickly and efficiently, and as first-house students, Cath explained everything very clearly to us which was helpful.
Would definitely recommend using CPS for student homes.
Harvey · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleGreat service from these letting agents. Great communication and swift reaction to any tenant issues. New tenants found before end of current tenancy so no rent gap. We'll done CPS !
Ian · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleI called CPS today to deal with a loss in pressure of the boiler. I got put through to Zara who resolved the problem within minutes. I sent an email off, whilst on the phone, of the layout of the boiler. All that was needed was to turn a few taps, which Zara pointed out, and the problem was resolved! Very pleased with the service today!
Lewis · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Lewis, that's fab to hear, thanks so much for taking the time to leave a review!!
★★★★★ 5/5
GoogleBrilliant service: as a working professional/student it can be quite stressful trying to find accommodation that meets your requirements. Cath from CPS homes gave brilliant service and made sure that every decision made was double checked to make sure I was happy with the out come. Cath was understanding about the Covid situation knowing I was unable to visit the property in person and got back to me within 30 minutes answering any questions I had about the property. Overall, Cath gave a brilliant service and answered all and any questions I had.
Jake · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 1/5
GoogleIn my view, it is probably the worst letting agency in Cardiff if not the entire world. Somehow, they are constantly under the impression that they have got complete control over the lives of their customers/ tenants. Here are few thoughts and my personal experience to convince the readers -
1. Absolutely vile and horrendous customer service I have come across in my whole life. The agents are not ready to accommodate your needs or preferences no matter how politely/ rationally to discuss with them. My friends and I really liked this house on the CPS website and wanted to book a viewing to make sure its the right fit for us. Next we were asked to put down a holding deposit to ensure it is not taken off the market by another group (Completely understandable). Once we did put down the deposit, they refused to give us a tour of the house and gave us the argument that since we have already put down the deposit, there is no point in showing us the house as we are going to rent it eventually. This flawed tactic is the epitome of complete exploitation of university students and contradictory to their role as a property agent. We put down the deposit with the aim of blocking the house and subsequently living in the house and the least we expect is to have a viewing. However, they have used this loophole to torment the students and make a sale without going through the basic courtesy of giving us a single house viewing.
2. Please make sure you are not busy with any university work/ assignment when contacted by CPS Homes. They have deadlines of tomorrow and viewings scheduled in 24hrs where they expect you to clean the house for potential clients. Firstly, as a university student studying medicine, even my professors give me an appropriate amount of time to finish assignments. However, CPS is under the impression that people should leave all their work, no matter how important and finish all documentation in a span of less than 24 hours. When it comes to viewings, I am happy to make adjustments to help CPS attract potential buyers, which is completely understandable. It annoys me when they give you a notice of less than 24 hours and assume that you will not be disturbed by people barging in your house.
(Shoutout to the person on Facebook who pointed out that we can cancel any viewings which have been informed to us in less than 24 hours)
3. If you are looking forward to an amiable experience with a letting agency, you will not enjoy CPS homes. According to CPS, threatening their customers is the best way to attract their attention. We were told to submit our documents by next day for the new house, (discussed in point 2) which to an extent is unfair but I can still work with that. However, when they end their email saying that if they do not receive it by tomorrow, they might re-market the property, it forces me to rethink what their real motive as an organisation is. CPS has found ways to be unpleasant with their customers in every possible way you can imagine and even while being unpleasant, they will choose to threaten you to make sure your experience gets worse than you would imagine.
Lastly, I would encourage anyone looking forward to use CPS to consult all other available agencies before approaching them. Exhaust all your option before even having a though of renting with CPS. Good luck and stay safe!!
S · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Dear S K,
Thank you for leaving a review. We're sorry that your experience with CPS Homes up until now hasn't been a positive one.
To clarify our policy, we will not take a property off the market until a holding deposit has been paid. We have found this to be the fairest way of operating, as we have previously taken houses off the market for groups who have advised us they would put down a holding deposit shortly, which never then materialised. This act prevents other groups who may have been interested in the house from reserving it, so the fairest practice is to ask that a holding deposit is paid before taking it off the market.
We always highly-recommend that groups view the property before paying a holding deposit as, unfortunately, we are unable to offer viewings after the holding deposit has been paid. We operate this policy because groups often ask to re-view - sometimes more than once - due to one or two of the group not being present first or second-time round. Due to how busy we are and staffing levels, we can't offer further accompanied viewings beyond the initial one, but we do offer to put the existing tenants in touch the new tenants, so they can make their own arrangements.
95%+ of groups follow our advice and do physically view, though some choose to pay a holding deposit based on our professional photos and video; possibly so as to reserve it before another group does. They do this in the full knowledge that we will be unable to offer a physical viewing at a later date, however, as explained above, we do offer to put the existing tenants in touch the new tenants, so they can make their own viewing arrangements. Not only that, but if the group do not wish to proceed to ultimately signing the tenancy agreement for the property, we will transfer the holding deposit they have paid to a new property, rather than requesting a new one is paid.
We totally respect the fact that viewings can be an inconvenience - and we acknowledge that they are sometimes scheduled for times when they clash with existing plans - so we do appreciate where you’re coming from and are happy to rearrange them in those instance. We would definitely prefer not to visit any more than is necessary and, ultimately, the sooner we find tenants for the property, the sooner we’ll be out of tenants' hair.
We hope this helps address your concerns. Should you require any further advice, please get in touch via feedback@cpshomes.co.uk
Many thanks,
The CPS Homes Team.
★★★★★ 1/5
GoogleReally good at selling houses to students. Not good at solving issues, you got a broken fire alarm you have to pay for it... You got pests you have to pay for it. We have tried to resolve this issue like they have asked but nothing has changed. Even though there are holes in the house....
Unfortunately It makes me rate one star.
Oh I wish it would let me add photos and screenshot to my review
We do not recommend this letting agency
Jayden · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Jayden,
Thank you for leaving us a review. We're keen to understand more about your experience and concerns, so would appreciate further information being sent to us via feedback@cpshomes.co.uk.
Maintaining a working fire detection system is the responsibility of a landlord, so you - as a tenant - would not have been asked to contribute towards the cost associated in doing so unless you had in some way damaged a detector or removed it from its fixture. This scenario is rare, but if/when it does happen, a landlord would reasonably expect his/her tenant(s) to bear the cost of putting things right.
With regards to pests, we can see that your landlord has authorised for Cardiff Council's Pest Control to visit the property, after you sent us photos of possible access points. Your landlord will bear the cost of this, so you haven't been asked to pay for this. When a tenant reports a sighting of a pest, we ask where they believe they may be gaining access from. Pests are rare and are typically only attracted to properties where there is something on offer for them, e.g. food or bin bags are being left out. Pests can get through the smallest of gaps/holes, of which there can be many in properties - particularly those of a certain age - so being the people who live in the property, it's not uncommon for us to ask tenants where they believe access may be gained, so we can then approach the landlord to gain authorisation to treat or fill these gaps where possible.
Kind regrds,
The CPS Homes Team.
★★★★★ 1/5
GoogleThey charged me for light bulbs that ran out. They also did not fix a water leak in the ceiling for a whole year despite repeated calls and emails. Couch and floor was ruined but still ... ignored everything.
Contract with them at your own risk.
Giuseppe · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Giuseppe,
Thank you for your review. We're sorry to hear that your experience with us hasn't been a positive one.
We've tried to locate you by name on our database, so that we can look into your concerns regarding the leak, but we haven't been able to find you. We'd appreciate it if you could get back to us with the property you rented, as it would be of concern to us that such an issue was left for a year. We can't currently see how that would be possible, so would welcome the opportunity to look into it more and provide clarity.
Regarding light bulbs, these are a tenant's responsibility to replace (it falls under "tenant-like manner", so if you moved out without some working, we would have had to instruct a contractor to replace them at your own cost.
Kind regards,
The CPS Homes Team.
★★★★★ 2/5
GoogleIf you're not a student I would definitely avoid letting with CPS. Anytime you need maintenance or repairs done on the property it will be a fight. I think CPS are used to dealing with students who treat the property badly, so they will treat you like a child during your tenancy.
Whoever did our check out report also tried to take money from our bond for a small amount of dust they found under a couch cushion. This was despite the fact that when we took the property, the boiler was broken and took two weeks to replace, the carpets were sticky, the front and back yard were covered in rotting leaves, there was significant mould growth in the apartment, and after a few months the sewage outlet in the back yard began leaking human effluent into the yard. We returned it in a far better state, and were still presented with a bill.
This said, after we disputed this we were assigned to a fellow named Patch who took over negotiations with the landlord regarding the bond, and we ended up getting the full amount back.
Patch is the reason my review is 2 stars rather than 1. CPS, if you're looking at this, Patch gets 5 stars from me. He deserves a pay rise at his next annual review.
Chris · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Chris,
Thank you for leaving us a review.
We're pleased to hear your comments regarding Patch's work and will be sure to take what you've said on board. He'll be delighted to read your words.
Regarding your other comments, we can assure you that we treat all tenants equally, whether they are working, students or otherwise. We don't find that students treat properties any worse than anybody else. The vast majority of properties we manage are very well looked after.
We're disappointed to learn of the condition of the property when you moved in and will be sure to look into this internally. We're sorry for any inconvenience caused in this regard. Whilst the responsibility for maintenance is always a landlord's, as a managing agent, we do have a duty to inspect and ensure properties are presentable ready for move-in, which is why we will be looking into what happened.
Finally, when conducting check-out inspections, our staff document the condition of the property as it is at that moment in time. It appears as though we did identify that a small bit of cleaning may be required, but when Patch picked this up and reviewed your representations, then discussed them with your landlord, it was agreed that your deposit should in fact be returned in full, rather than claiming for a small deduction. Unlike some other agents, we always invite tenants to make representations before deposit claims are made, which ultimately helps us return the vast majority of deposits without the need for a drawn-out dispute process.
We wish you all the very best in the future.
Kind regards,
The CPS Homes Team.
★★★★★ 5/5
GoogleDespite the bad reputation they have been getting after Joe Lycetts party, I really have to say CPS have managed to turn that around. An agent called Charlotte Atwell has been helping me settle during my recent move, she has been super helpful, I know I am being a huge pain asking for so many changes, she has even requested new furniture for me and had maintenance sent out to me straight away. Most letting agents I used in the past would take a good while to respond via email unless you ring them up and pestered them to hurry up, but Charlotte is representing CPS so well, it has completely changed the view I had for them, and I hope this becomes recognised within the community. Thank you so so much Charlotte, life saver!
Disclaimer: I never write reviews, EVER, but had to for Charlotte, she has been amazingly helpful, 5 stars!
Aylar · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleI have recently agrees to let a property through CPS and Cath has made the whole experience super easy. She has been so accommodating and supportive, and she truly has been an absolute super star in helping me sort my new home.
Abigail · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 2/5
GoogleHave not been a tenant yet, but the service when viewing and reserving the property was excellent.
EDIT: Update having been a tennant! I was not impressed with CPS. We are fairly certain they took people into our flat for viewings whilst we were out, without informing us first. I also know a lot of tennants that have been treated very poorly. I do not recommend them.
Alice · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
We are sorry to hear about this. We have not had this concern brought to our attention as we go through a strict notification procedure when attending properties in particular with current guidelines with most viewings being by video only. If you are able to email us at general@cpshomes.co.uk we can investigate. CPS Homes
★★★★★ 5/5
GoogleI had an issue with the property I rent where the curtains had fallen down. Zara, one of the property advisors, got back to me very quickly and sorted my problem. Her communication was very clear and I was very satisfied with the service she offered.
Jan · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
★★★★★ 5/5
GoogleGreat staff who are always friendly and happy to help. A special thanks to Charlotte Atwell who does a great job with HMO licences and always approachable with any issues no matter how big or small. Keep up the good work.
Deven · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Deven! This is fantastic to read, thank you - we're very glad you've had such a positive experience with us and have experienced excellent ongoing assistance from Charlotte, we'll be sure to pass your lovely (and definitely well-deserved) comments across to her :)
Thanks again!
★★★★★ 5/5
GoogleAs a tenant I've been satisfied with the services that CPS has provided me with the last 2 years. Everytime a member of staff would get back to me promptly and they would help me with any enquries or services that I needed. Big shoutout to Nikki and Vicki who have dealt with my enquries in the past with great professionalism.
Ioannis · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Ioannis, thank you for this review, it means a lot to hear that you've had such a fab long-term experience. Nikki and Vicki are fantastic at what they do aren't they :D We'll make sure they read your kind words. Thanks again, take care!
★★★★★ 5/5
GoogleAfter having a stressful experience trying to find and secure my first flat within cardiff, Rhys immediately put me at ease and make the experience as stress free as possible. He was really patient and polite over the phone, I really appreciate it!
Sian · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi Sian, this is fab and great to hear. Always rewarding when we can help people feel more at ease during what can sometimes be a bit of a stressful time. We'll pass your comments across to Rhys, thanks again!
★★★★★ 5/5
GoogleI own a couple of properties with different lettings agents. CPS do an absolutely stand out job. The take care of everything for me. Great peace of mind, knowing that my property is in the best hands in Cardiff.
Dafydd · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Thanks so much for these wonderful comments Dafydd and for taking the time to leave them here. Means a lot - thanks again!
★★★★★ 5/5
GoogleWow! Where do I start, great service, friendly, polite, positive attitude and has the got the job done in record time, chasing contractors such as Welsh Water and getting results! Fabulous experience. CPS Homes, note: you can't let Vicki go!
Peter · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Thanks Peter for taking the time to leave such a thoughtful and considered review, we really do appreciate it. Vicki will love reading this one! It can often be challenging in our role as the middle man, so we're really happy to hear our team have been so successful at making life a bit easier for you :)
★★★★★ 5/5
GoogleFlo made our experience of viewing and then the letting of the property as simple and easy as possible! We highly recommend her services and was a pleasure to deal with.
Thanks, Jack and Olivia :)
Jack · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
Agent replied · 11 June 2024
Hi both, thanks so much for taking a minute to leave us this lovely review. Great to hear a special mention for Flo, we'll certainly let her know. You know where we are if you need us at any point, just drop us a call or an email, as we will endeavor to provide you with the same five star level of service going forward too :)
★★★★★ 5/5
GoogleI have utilised the services of CPS for several years now and the staff there have always been very friendly and extremely helpful. This was very evident when dealing with Charlotte Atwell of the Woodville Road branch recently. She dealt with my issues swiftly and promptly and made the whole process progress smoothly.
Robert · 12 June 2022 · CPS Homes Cardiff (34 Woodville Road)
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
