CPS Homes estate agents in Cardiff

Dear Angel,We are sorry to hear that you haven’t had a positive experience with CPS Homes. We have had a look into the matters you raise in your review and we hope we can provide some insight on the issues you have highlighted.We feel that we must firstly clarify CPS Homes’ role as a managing agent. Whilst we do manage the property on your landlord’s behalf, we don’t own it, so we take instruction from your landlord on how to proceed with matters. The vast majority of our landlords agreed with our proposal to refund tenants their deposit in full if they signed for a new term, but there were a handful who were not prepared to offer this.After you expressed an interest in staying for another year, your landlord notified us that he was not prepared to refund the deposit as we initially suggested. We notified you of this in good time before you signed the new agreement, so that you could make a considered decision on whether you wished to stay or not. The last thing we would want is for you to feel that you had no alternative, so we also offered to find you another home with a landlord who was offering a deposit-free tenancy. In the end, you decided to sign for another year in the same property and, as agreed, the deposit has remained registered with the DPS. This is reflected in your tenancy agreement and deposit documentation. Regardless of whether it’s a positive or a negative review, we always look forward to reading our customers’ experiences and learning/improving in whichever ways possible. CPS Homes cannot simply remove a review from Trustpilot. Trustpilot have a robust procedure in place that allows them to verify genuine reviews or remove those that are not, based on evidence (or a lack of). We hope you would agree that allowing a false review to remain on a review website would be extremely misleading.Whether they be students or professionals, as always, we encourage all of our tenants who are experiencing any difficulty to come forward so that we are able to liaise between them and the landlord and come to mutual agreement/plan moving forward. If you or any of your housemates are experiencing any difficulty with arranging your rental payments, please do email us on roath@cpshomes.co.uk or call us on 02920454555 to discuss your position, following which we’d be more than happy to approach the landlord for you.Kind regards,The CPS Homes Team.

Dear Enya,We are sorry to hear that you haven’t had a positive experience with CPS Homes. We have had a look into the matters you raise in your review and we hope we can provide some insight on the issues you have highlighted.Whilst we did send out communication to our tenants concerning property viewings at shorter-than-usual notice, our intentions and reasoning should have been clearer, and we should have provided tenants with a clear option to request a longer period of notice. We hope you will accept our apologies for this. Once you signaled your intent to stay on in the property and your landlord agreed, we ensured the property was no longer advertised for viewings.Regarding inspections, it is standard practice for landlords and letting agents like to document the condition of the property in photos and/or video(s), so that they can be referred back to at a later date if needed. Inspection photos/videos are often referenced where this is a dispute at the end of a tenancy, for example.Finally, deposits are not and cannot be taken "for no reason". In line with legislation, deposits are protected and landlords/tenants must come to an agreement over how the deposit is to be returned. If a tenant disagrees with any element of a landlord's claim, they reserve the right to use the deposit protection scheme's Alternate Dispute Resolution (ADR), where an independent adjudicator will make a decision on the matter.Should you have any further concerns, please do not hesitate to contact us via roath@cpshomes.co.uk or 02920 454555.Kind regards,The CPS Homes Team.

Dear Matt, We’re sorry to hear that you and your daughter haven’t had a positive experience so far. We’ve been able to look into the matter and we hope we can provide some insight what has been done so far to resolve the problems you have commented on. We have completed a check-out inspection for the vacating tenants shortly before your daughters tenancy began and instructed some remedial work; cleaning included. The time we have between two tenancies to inspect the property and arrange repairs is relatively short, so it’s possible some things are not attended to in a quick enough time. Likewise, sometimes it’s not possible for problems to come to light until the property is lived in. This is something we always endeavour to communicate with incoming tenants, and they will have received correspondence around this time to advise them as such, but also to re-assure them that if they have any problems when they arrive, we’ll ensure they are attended to swiftly. The tenants moved in on 1st August and we arranged to meet them on the same day to complete a ‘check in’ inspection. This gave the opportunity for the tenants to raise any concerns they had. At this point we agreed the cleaners needed to re-attend and a handyman was required to attend to a number of issues; both of which were instructed to contractors immediately after the inspection. Whilst the cleaning was resolved very swiftly, the handyman works have, unfortunately, been a slow process to resolve completely. Contractors are in extreme demand around this time of year because of the amount of tenancies ending/starting within a short space of time, so sometimes it’s not possible for problems to be resolved as quickly as we would like. Additionally, as we sub-contract the work, it’s hard for us to dictate when they are attending to jobs. I can see that there is an outstanding, open job for a blind to be fitted. The restrictions posed by COVID-19 means some items are in low supply, and we’ve found that made-to-measure blinds are very slow to arrive. We’ll ensure the tenants receive updates on the progress of this job. A few weeks into the tenancy, the tenants reported an issue with pests, which is not an uncommon problem in Cathays, unfortunately. We instructed pest control immediately. The property was treated and considered clear until recently when the tenants raised that the issue had re-occurred. The pest control company were immediately instructed to attend again and these visits will continue until the property is considered ‘clear’ again. Given that we can’t control the movement of pests in the area, we can’t eradicate this problem completely, but it’s evident that we are doing what we can to improve things for the tenants when any concerns are raised.The landlord has always been happy to fulfil any repair requests raised by us without any threat of withholding rent being raised with them, so this won’t be a contributing factor in the repairs being arranged. We hope you’ll agree that, although things weren’t perfect on arrival, repairs are being actioned when raised with us. We recognise this has taken longer than necessary and that things don’t always run smoothly with our sub-contractors, but with our contractor response times now back to relative normality, we believe the tenants will have a more positive experience for the duration of their tenancy. If the tenants do have any ongoing concerns that our contractors aren’t completing repairs in quick enough time or to a good enough standard, I’d encourage them to contact our maintenance team to let us know. We are available either in person, over the phone or via video call to discuss any concerns. If you wish to discuss the property in any more detail, please contact us on maintenance@cpshomes.co.uk. Many thanks,The CPS Homes Team.

Hi Tess,Thank you for leaving us a review. We're sorry that your experience was not a positive one.Having looked into the matter, we can see that you originally requested the viewing on 21st Sept, and we were able to book you in at short notice for the following day. As we don't yet hold keys for the property, we required the landlord to be in attendance in order to allow access, which fortunately he told us he would be.On the morning of your appointment, we called you pre-9am to let you know that we'd be informed access could not be granted after all. Thankfully, we were able to turn this around soon afterwards and still show you the flat that day, albeit slightly later than originally planned.We're sorry for any inconvenience caused by the possibility of a cancellation, though we are pleased that we were able to show you around on the day as intended. Finally, we're glad that you liked the flat. It is still available, so if you do change your mind and decide it's the one for you after all, we will be glad to assist.Kind regards,The CPS Homes Team.