5/5
TrustpilotVicki was very helpful and friendly
Vicki was very helpful and friendly, she provided and excellent service.
Trusted Agent profile
CPS Homes estate agents in Cardiff
★★★★★
2,647 reviews across 2 offices and 3 platforms
CPS Homes has two offices, all in Cardiff. Together they have 2,647 reviews on three platforms, rated 4.1 out of 5 overall.
1,427
Reviews on Google
All 2 offices
8
Reviews on Yell
All 2 offices
1,212
Reviews on Trustpilot
Business-wide
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Our offices
CPS Homes's two offices, most reviewed first. Each has its own page.
Latest reviews from every CPS Homes office
Newest first, from every platform, with the office each review is about. First names only.
Trustpilot5/5
TrustpilotZara from cps Cardiff was amazing…
Zara from cps Cardiff was amazing helped massively with getting the heating working and getting the house warm finally. Really reassuring and helpful
5/5
TrustpilotReally helpful customer service
After instructions were sent via email, I was still confused on how to fix the problem with my boiler and after calling cps and speaking to Zara Lawes I quickly found the solution. Her customer service was really informative and helpful!
5/5
TrustpilotHelpful and efficient
The team at CPS home were so helpful and efficient! We secured our second year home so easily and with out any hassle! It’s also a beautiful home.
5/5
GoogleCath was honestly so helpful and lovely and made the experience of renting my first property outside of uni so exciting. She was super speedy at replying to emails, answered any questions we had and was just so helpful.
5/5
TrustpilotAlways a pleasure...
I have had the pleasure of dealing with Gareth Coleman over the years. He is always extremely helpful and always goes above and beyond for both me and the tenants. Great service! Definitely recommend.
5/5
TrustpilotGreat service all of the time
I have used CPS Homes for a number of years with my properties and only have positive things to say. Gareth has always looked after me and made sure to spend the time to give me some great advice, help with maintenance and improvements as well as renting.
5/5
TrustpilotI am writing regarding my experience…
I am writing regarding my experience with Mr Gareth Coleman of CPS Homes who has visited my property recently ( a periodic inspection ) and sent me an excellent detailed report, backed by clear photos and helpful suggestions.Many thanks Gareth.A Y IzzidienLandlord
5/5
TrustpilotWould absolutely recommend
CPS have been absolutely fantastic throughout my recent experience in purchasing my first home. Chelsea was exceptional in literally everything that she did, and moved mountains to make sure the purchase was as easy as it could have been. Everyone that I've met at CPS, whether through viewings, the purchase or even in the office, has been incredibly helpful (and really friendly!) and I will happily recommend CPS to friends and family in future.
5/5
TrustpilotCPS Homes have been exceptional!!From…
CPS Homes have been exceptional!! From the start of the process of Selling my property I was given amazing advice and throughout the sale exceptional customer service. I have used other estate agents in the past and feel that CPS Homes went above and beyond and would highly recommend them to all. Massive shout out to Chelsea Cannon the Sales Progression Manager who has been outstanding throughout the process. Thank you Team at CPS Homes you have been FABULOUS!!!!!
5/5
TrustpilotFrom a Landlord's Point of View
I had a difficult problem with a new tenant, so I asked CPS Homes to find out more. James Mashford was assigned to the case he mediated between the building managers and the tenant on my behalf. He arranged for the property to be inspected to ensure the tenants were abiding by their agreement and maintaining the property in good order. At each stage he kept me fully informed. I could not have asked for better service on this matter.
1/5
TrustpilotDo not rent with CPS for the love of god
Do not rent with CPS. Their communication is all over the place, each person telling you something different, and in our case our agent was out of office every few weeks meaning we had to divert communications to someone else and start the process all over again. What’s worse however, is the communication between CPS and the landlords; when we tried to move in on the date that our contract stated we were legally allowed to (and were given the go ahead by our agent the day before), we found the house half finished, half painted and with no furniture. We were then informed that the landlord hadn’t completed the work on the house and CPS weren’t aware-a “miscommunication, these things happen”. In return we were given a partial refund (not even half our full months rent), but some of the tenants weren’t even told about this so proceeded to pay full rent, happily accepted of course by CPS.A few weeks on and we’re having problems with the oven, washing machine and fire alarm and told that it will be fixed but not given particular dates or times, and we’ve had handy men coming in and out at random times. At this point we just avoid contact with them as they’re useless. Honestly the stress that renting with them has caused has been worse than finding an actual house itself. If you want to keep your sanity then don’t rent with them.
Agent replied · 10 June 2024
Hi Polly,Thank you for leaving a review. We’re sorry to hear that your experience with CPS Homes thus far hasn’t been as positive as both you and we would like.As you’ll know from our response to your internal formal complaint, your landlord chose to manage all manner of work prior to your arrival and fell short of what he and his contractors aimed to have completed by the time your tenancy began. A lot of landlords allow CPS Homes to manage the completion of any work that may be required, which is always our preferred way of doing things as we can instruct it to the third-party contractors we work with, manage their workloads and oversee its timely completion. Unfortunately, in this instance, your landlord chose to handle everything himself. Being the owner of the house, he was entitled to do this, but as we say, it’s our less preferred way of going about things as we lose a great deal of control and oversight. In the vast majority of cases where landlords arrange their own work, everything goes without a hitch. Unfortunately, in this instance, the work your landlord intended to have completed prior to your arrival wasn’t fully finished. He extends his apologies for this.Your case has caused us to internally review whether we can do more in situations where work is being carried out by contractors not known to CPS Homes, on behalf of landlords. We feel we can and should be doing more to check up on the progress of work through further conversations with landlords and additional inspections, which will allow us to improve our communication to tenants and, if needed, set their expectation if unexpected delays in completion occur. We have already rolled out these additional measures and expect it will provide tenants with an improved service moving forward. We apologise that we didn’t have these measures in place prior to your arrival.When you moved in and the unfinished work came to light, we were pleased that we were able to agree financial compensation with your landlord on your behalf. We did communicate this agreement with you, though some tenants hadn’t amended their standing order instruction with their bank by the time the 1st of the month came around, so proceeded to pay the full amount. This has since been has been resolved, however.Since the most recent maintenance-related issues were brought to our attention during an inspection last week, our records indicate that an electrician repaired the oven the following day, and the remaining couple of minor items have been instructed to a couple of further contractors for immediate completion. We have contacted you for further information about the fire alarm and look forward to hearing from you.If you have anything else you’d like to raise or discuss, you’re welcome to drop us an e-mail via feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
1/5
YellAbysmal
Just abysmal. Horrible communication. Not fixing problems. Don't answer emails. Place was a disaster moving in. Awful.
1/5
TrustpilotAbsolutely crap
Absolutely crap. Not returning emails. Lying about problems that were wrong with the property before you even moved in. Massive issues with the property when you do move in (we had a literally explosive microwave). Don't go anywhere near them if you can avoid them
Agent replied · 10 June 2024
Hi Sam,Thank you for leaving us a review. We're sorry to hear that your experience with CPS Homes hasn't been as positive we both you and we would like.We've reached out to you via TrustPilot's private messaging platform to find out which you property you rent(ed) from us and to gather further information so that we may look into your concerns in further detail. Speaking broadly, the inventory you signed off when moving in would be detailed evidence of the condition of the property at the commencement of the tenancy, so there should never be reason to dispute the condition of the place as it was back then.If we've been slower than you'd expect to reply to e-mails or haven't responded at all, we'd appreciate it if you could send the relevant e-mails to feedback@cpshomes.co.uk so we may take this up with the relevant department. Our aim is to always respond in an efficient manner, so if this hasn't happened, we'd like to find out why and put it right.We look forward to hearing from you.Kind regards,The CPS Homes Team.
5/5
TrustpilotHelpful :)
I was helped by Zara Lawes, she was quick and helpful with all of my emails and was very polite! I had some maintenance and cleaning issues at my apartment and they were all solved without any stress.
5/5
TrustpilotFantastic guide around the home
Fantastic guide around the home. We are first time buyers, and although we've been viewing a lot of homes, this is one of the best experiences we've had with an estate agent, she was kind, patient and made us feel very comfortable.
4/5
TrustpilotTheir responses were very prompt
Their responses were very prompt, which is very helpful!
5/5
TrustpilotZara helped me fix my boiler in minutes with a happy heart
Zara helped me fix my boiler in a matter of minutes! Very happy with the customer service today. Very quick and easy, no hassle at all. Thank you Zara!
1/5
TrustpilotGetting my full deposit back...
CPS homes didn't want to fully refund my deposit. The agency had a 23 page report with over 100 pictures and mentioned that charges would be applied against my deposit. In addition, the agency wanted to charge me for 'end of tenancy cleaning'. I emailed back saying that I will be taking them to court rather than accepting those bogus charges or use the free adjudication service from the DPS. In my email, I also mentioned that I had video recordings/pictures of the place when I both moved in and out. I also mentioned that I will be requesting statistics on the percentage of tenants that have not been refunded their full deposit as well as the demographics and that I would be using these numbers in court to prove my case. I emailed them at 9:30 AM and at 12:30 PM, I received an email from CPS mentioning that my deposit is fully refunded.Update: Following CPS reply (please see below), I am posting another comment...In their reply, they mention that the landlord make the claim... that's completely inaccurate. Following my comments on their exit inventory that mentioned that charges would applied to my deposit (including some minor dust in a cupboard), I also emailed them expressing my displeasure. One their managers replied to me and mentioned that charges worth £150 would be applied plus 'end of tenancy cleaning'...So CPS, stop this nonsense about blaming landlords...Stop being dishonest and taking advantage of people...It makes things even worst that we are now in the midst of a pandemic... You didn't negotiate anything on my behalf and the only reason I got my deposit back (within 3 hours of my email mentioning that I'll take the matter to court) is because I mentioned that I would be willing to go to court...Their refusal to fully refund deposits based on bogus charges is not isolated...Jamie Lycett even had an episode where he exposed CPS homes for its dishonesty and willingness to scam people out of their deposits. Please type 'CPS homes Jamie Lycett' on youtube and you will see the video.
Agent replied · 10 June 2024
Dear Vishagen,Thank you for leaving us a review.As with every property we let, the tenancy agreement is a contract between the tenant(s) and the landlord. Therefore, if there are ever any proposed deposit deductions to claim for at the end of the tenancy, it is the landlord who chooses to submit this claim. So to say that CPS Homes didn't want to fully refund your deposit is inaccurate as CPS Homes are not party to the contract. It is the landlord's decision and we act upon his/her instruction.It is true that when we conduct a check-out inspection, we are doing so on behalf of the landlord. Our contract with the landlord stipulates that we will document the condition of the property at the end of the tenancy (as we also do at the beginning of each tenancy), then provide this report to them for their assessment, as - again - being the owner of the property, they are the decision maker. Within the report, we highlight items that we believe are a result of wear and tear, therefore the responsibility of the landlord to make good before any new tenants arrive. We also highlight any items we believe to be over and beyond fair wear and tear, which - if substantially different to the condition at the start of the tenancy - he/she may wish to claim from the deposit for. Once the landlord has decided how they wish to proceed, we add comments to the inspection report and send it over to the tenant(s) for their perusal. We invite tenants to comment on anything noted as being over and beyond fair wear and tear. This demonstrates a transparent, two-way process that is geared towards avoiding any potential deposit dispute.When you provided your comments, as we always encourage tenants to do, we reverted back to the landlord and were successfully able to agree the full return of your deposit. We were pleased to be able to negotiate this on your behalf.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, tenants are keen to receive as much of their deposit back as possible, whereas landlords would like to be compensated for any dilapidation they believe is not a result of wear and 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 deposit disputes before they become protracted, which we think is something that should be commended.We wish you all the very best in the future,The CPS Homes Team.EDIT - Hi again Vishagen. Following your further comments, we again stress that deposit returns - like every other aspect of your and all our tenants' tenancies - are a matter between tenant and landlord. We do offer advice to landlords based on our findings at the check-out inspection, but we do not make the final decision.Contrary to what you may believe, we would much prefer not have to make a claim from a deposit. We don't profit in any way from said deductions, and it's far quicker and easier to return a deposit in full. However, when conducting a check-out inspection, we can only log what is in front us and present this in a report to the landlord, along with our thoughts.As with any deposit return, if a tenant feels a landlord's claim is not justified and a mutual agreement cannot be reached, the deposit scheme that protects the deposit can appoint an unbiased, impartial adjudicator to consider all evidence and make a ruling. We're pleased to say that the vast majority of deposits CPS Homes returns are done so with mutual agreement between landlord and tenant, meaning only a small minority require independent adjudication.Finally, your threat of court action had no bearing on your deposit return. As explained previously, your contractual relationship was with your landlord, not CPS Homes, so you would have had to issue proceedings against your landlord if you felt that strongly, rather than CPS Homes. If you disagree with this, we would recommend referring to your tenancy agreement for clarification.You are welcome to make further representations via e-mail to feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
5/5
TrustpilotOut of all the estate agents I’ve used…
Out of all the estate agents I’ve used over the past 8 months of searching for a property in cardiff. CPS homes are by far the best, friendly service along side knowledgable people CPS homes far out ranks all the agents I’ve used to look at properties in cardiff. They clearly want what’s best for both buyer and seller
5/5
TrustpilotThank you, Zara!
Huge thanks to Zara in the Woodville branch going over and above to promptly address a few move-in snags for my new tenants. All issues have been sorted very quickly and Zara has ensured I have been given updates along the way. So grateful and many thanks!
5/5
TrustpilotThanks Jordan and CPS
I’ve recently relocated for work and decided to rent out my property in Cardiff. I didn’t have a clue what to do or where to start. Enter Jordan and the CPS team who helped and me get my property rented in record time. Jordan was a superstar, he answered all my questions, took great, professional photos of the flat and was incredibly helpful. I worried that the process of renting and becoming a landlord would be long and frustrating but Jordan and the CPS team made it a breeze!
5/5
TrustpilotAmazing staff
Amazing staff, especially Marta from the Roath estate agents who got me and my partner a new home and was all done very quickly. Thank you for everything.
5/5
GoogleThe agent I spoke with, Chelsea S was very happy to help me and made everything very clear and easy to understand. I applied for my room and CPS came back to me within a day or two which is shows a type of professionalism that other letting agents, particularly student letting agents don"t always show. I was very happy with service. Would defo recommend.
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Questions about CPS Homes
Which CPS Homes office has the most reviews?
Cardiff (34 Woodville Road) has the most, with 2,038 reviews rated 4.1 out of 5, followed by Cardiff (66 Albany Road) with 1,733.
Where are the CPS Homes offices?
The two CPS Homes offices, by town:
- Cardiff (34 Woodville Road): 34 Woodville Road, Cathays, Cardiff, CF24 4EA
- Cardiff (66 Albany Road): 66 Albany Road, Roath, Cardiff, CF24 3RR
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