4/5
TrustpilotA good service
A good service, 5* no, 3* no, 4 yeah! Could improve customer service and communication effort for a 5*.
Trusted Agent profile
CPS Homes estate agents in Cardiff
★★★★★
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
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.
Trustpilot1/5
TrustpilotAbsolutely awful!!
Absolutely awful!!! Payed for 2 whole months for the property to be cleaned and up to scratch over the summer as a student, I come to it from miles away where I live and it's in absolute filthy, non livable conditions! They claim to have had a cleaner come in over the summer... Speaking to customer services, they said they could arrange alternative living place since I have university the next day and they went back on their words and said they'd rearrange a cleaner to come out. Awful service and complete lies!
1/5
TrustpilotIt shouldn't be this hard
Had to push them every step of the way.No single point of contact.7 months to sell.Had to ask them to update listing due to terrible photos.
Agent replied · 10 June 2024
Hi Iain,Thank you for taking the time to review your experience. However, as Sales Director here at CPS Homes, I do feel your comments are unfair.The photos of the property reflected the internal condition of the property when we listed it. Once your tenant vacated and works had been conducted, we were able to renew the photos. The property attracted a few offers during our period of marketing, which were all communicated to you. These offers were based upon the internal condition of the property. A sale was agreed in the mid-June and completed early-Sept; well within the national average time it takes for a sale to complete with solicitors. With regards to points of contact, the sales team were in touch with regular updates and advice throughout the period of marketing, as well as during the conveyancing process. If you wish to raise any further concerns, please don’t hesitate to email me via nathan.walker@cpshomes.co.uk and I will happily assist.Thank you,Nathan.
4/5
TrustpilotNathan and team very good and very…house sale feedback
Nathan and team very good and very professional . Would use your services again
5/5
TrustpilotTen years with CPS
We have been with CPS for something like ten years.. we have a great relationship with the property management team, they are responsive keeping us up to date and looking after our tenants interests too. Thank you
5/5
TrustpilotGreat Presentation
Quick, efficient, extremely helpful
5/5
TrustpilotFirst class service
First class service, staff go above and beyond to ensure customers satisfaction.
3/5
Trustpilotunsatisfactory checking of property…
unsatisfactory checking of property after tenants vacating, leaving a great deal of work and expense to be provided by the landlord, instead of the ex-tenants.
5/5
TrustpilotAmazing team,very nice people!
Rating only, no written review.
1/5
TrustpilotAwful Experience
Literally one of the worst letting agencies ever and no one can argue with me on it.Are absolutely useless at replying to emails, are very condescending especially in person.When my housemate tried to see them about our property not being clean enough they didn't take her seriously and brushed off her concerns.Still haven't returned our deposits and are trying to take a cut of the money, claiming that it costs £75 to clean Stay as far away from them as humanely possible because it's not worth the stress and hassle.I'm having to rely on my parents for money when I was meant to have £300 in my account.Not happy at all.
1/5
TrustpilotDO NOT rent with this company!
Do not rent with this company. I was left without hot water for 3 weeks, without a working washing machine for 2 weeks and their solution to fixing a leak in our house was to paint over it. Their customer service is non-existent they refuse to talk to you about issues over the phone as they insist to have a paper trail which would be fair if they actually ever replied to emails. I had to call CPS everyday for 5 days for them to even listen to me about not having hot water - which is not something you want to be doing whilst trying to write a dissertation. After all that, three months after leaving the property I still havn’t received our deposit back.
5/5
TrustpilotFantastic!
Fantastic! So happy with CPS Homes. The studio flat we needed to rent we were looking for £410 pcm and the flat has been rented for £490 pcm
1/5
TrustpilotAfter hearing all of the horror stories…
After hearing all of the horror stories about CPS and how awful they were as a lettings agency, I believed everyone to be exaggerating and thought they could never be that bad. However, they are worse than I could ever imagine and it's unbelievable that they are allowed to get away with operating as they do. We began renting in September 2018 after they had spent the summer renovating the house. We had to move in late after they told us the works were not completed however it wasn't a big issue for us luckily. The first major issue was being accused of smashing the TV in the living room even though we reported it broken on the first day we moved in. Due to the breakage being on the inside of the TV, it wasn't visible during the check in inspection and it wasn't until it was switched on that anybody noticed but CPS refused to believe that it was obviously dropped (most likely by the builders who'd been working over summer) and continued to be condescending and rude via email until they finally realised they were wrong and replaced it without apology or even telling us someone would be attending the property. We should've guessed at this point that it was going to be a long year. For essentially the entire tenancy, two of the rooms in the house had no heating, with space heaters not being provided for a few months due to "miscommunication" between the landlord and the agency, even though we tried to report it via email and in person multiple times. Multiple times throughout the year we would report maintenance issues, (some of them urgent like water leaking from the bathroom into the kitchen near the electricity) and it would take weeks and even months to resolve the issues and some were never resolved. And of course, as many other people have reported on here, after nearly 3 months, there is no sign of our deposit being returned. Wanting to have no problems with the deposit return, we cleaned the house to perfection and the landlords daughter and the lady completing the check out even commenting on how clean the house was, saying there would be no charges. The only thing that was written down on check out were 2 freezer drawer fronts that had been cracked before we moved in but not written on the inventory. After looking online at prices of drawer fronts, we decide to just accept the charge as it'd be approx £16 per drawer front which between 5 of us, wouldn't have mattered much to the deposit. However they've finally come back with a quote (2 weeks after I sent an email with a link to the drawer fronts they needed to buy for £16 each) of £58 per drawer and a £54 "call out charge" to put some drawer fronts on. I've searched online and I honestly can't find one that expensive. There was also a sudden £50 cleaning charge that came out of nowhere and when I went in to ask about it, all they could show me linked to the cleaning were about 5 photos of a couple of drawers that had a small amount of dirt and dust around the edges which honestly would've required no more than 5 minutes and a wet cloth to resolve. As you can imagine we fell into the trap and replied to their email saying we were going to dispute the claims so now we haven't heard a single word back from them, meaning we can't go through the proper channels to dispute the charges as it hasn't been put forward to the DPS. Basically, just don't do it to yourselves. As nice as the house was for the year, the treatment, ignorance and rudeness from the CPS staff was not worth it. We are currently starting to take legal action against them so they don't do this to anymore students. They'll probably report this review in the next few days but I have all of the proof to back it up so they can't exactly say it's not a truthful review.
2/5
TrustpilotI wouldn’t go with them again...
I went with them in my final year at uni. It took them months to do the repairs they agreed to do before September. We had to go into the office countless times to complain, they would always note the problems down and then the next time we went in there would be ‘no record’ of our complaints.They do not give 24hrs notice before coming into the property, so we have had to turn them away many times. In my experience- go with the smaller agencies. They are much more attentive...
1/5
TrustpilotOur story is different.
Our story is different.We arranged viewing with cps agent called Nathan, on the day of viewing couple of hours before Nathan called for my partner and said that he cannot come because of the traffic, he don't want to late so could we come to viewing after another hour, so let's say our viewing supposed to be 16:30 but he said he need time to come so let's meet at the place 17:30....this time was agreed. So...we prepared ( we have newborn with ourselves) we almost at the place and cps calling to say that agent can't come inside the property so he cancelled. That was incredible....he could meet us at least and tell himself about not to put on someone else. Then we investigated, and the lady on the phone said that another viewing on 17:00 was cancelled as well. So...he literally put us before others, what was not really fair. We not trust them after and happy that didn't had any deals with them!!!!!!
1/5
TrustpilotWoeful for students
Woeful for students, caused loads of problems and made even worse trying to get our deposits back at the end of the tenancy. Moved out in June, it is now September and still no sign or answer for when the money for the deposit will be returning to us. Moving out inspection required only ‘light cleaning’ which was fussy anyway for things such as a dust on top of the breakfast bar hanging lights etc...Students, please avoid at all costs as this money I needed to pay my next deposit for my house for the following academic year. Will CPS realise how bad these reviews are because there’s plenty being posted on here???
1/5
TrustpilotAvoid CPS!!
Terrible excuse for a lettings company, which only seems concerned about any issue when faced with losing money. Upon moving into our property we found it very unclean despite CPS claiming it was professionally cleaned. When one of our ovens broke a few months into the year, we reported it but it was never fixed. You have to fight for every small issue with this company, and when your property has viewings they never give you more than 24 hours notice (in some cases 20 minutes). If you have any choice don’t choose CPS!
2/5
TrustpilotMiriad of problems throughout our year…
Miriad of problems throughout our year of tenancy. Left our fire alarms not functioning for 6 months before we found out, then actually tried to get us to pay for replacements before backing off when we resisted. We left the house two months ago and are yet to receive our deposit. Additionally, across the year they broke their own promise of giving 24 hours notice for tenancy visits. I honestly think they never once gave us that much notice, usually it was about an hour at most. Furthermore whenever we tried to discuss issues they were dismissive and rude and frequently took a considerable amount of time to reply to emails. If you are a student in Cardiff looking for accommodation, I would look somewhere else.
1/5
TrustpilotTerrible for landlords and tenants. Avoid at all costs.
Since we started renting with them issues were left unsolved for the whole 12 months on the tennacy. Problems such as damp were left to worsen and the condition of the property deteriorate. They are also very unprofessional and rude on the phone when you ask simple questions. We are also still waiting for our deposits back 2 months after the tenancy ended. Avoid at all costs.
1/5
TrustpilotStay away from CPS!!
Issues began as soon as we moved into the property last August. Upon moving in the mattress was covered in blood and dirt, although reported immediately I did not get a new mattress for several weeks which resulted in me sleeping on the floor. Only 1 out of 3 showers worked until the Christmas period, for a house of 6 people. Tumble dryer did not work for the whole tenancy, which made it very difficult for 6 people to dry clothes especially over the winter months. Excess furniture blocked the hallways and the house for months until it was removed.In addition, the letting agency bring people to view the property without 24 hour notice and only notify you up to 20-30 minutes before. Despite continuously telling CPS that we wanted 24 hour notice, they would still turn up for viewings.Staff do not deal with complaints well, and despite consistently reporting issues the agency would claim that they had never been reported.Overall, look for a house with another agency - CPS are not worth the hassle.
1/5
TrustpilotDO NOT USE!!
Absolutely shocking customer service and an awful company as a whole. If you try and contact them they don't want to know, and are very unprofessional. Also, good luck trying to get your bond back, shocking service. DO NOT USE!
1/5
TrustpilotTry to get money out of you any way…
Try to get money out of you any way possible. Charged a cleaning bill for a clean house and needed to change a name on the tenancy cost £180
4/5
TrustpilotLetting
All the staff are friendly and have given some really good advice around presenting and marketing my property, as well as finding the right rate. The only negative I can mention is that, since they seem very busy, communications can sometimes be a little slow. But over all a great company that I'd definitely work with again.
1/5
TrustpilotAvoid
CPS do not reply to emails, take ages to deal with problems - leak in the roof and do not refund deposits
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Awards
Industry awards
CPS Homes is among EA Masters 2026 winners.
- GoldEA Masters 2026: Best Estate Agent Guide 2027, Sales
- GoldEA Masters 2026: Best Estate Agent Guide 2027, Lettings
EA Masters winners in two years, the group and its branches: 2019, 2026.
EA Masters by year, 2019
2019 1 award EA Masters 2019 winners
- Award winning agency (1)EA Masters 2019
- Wales Lettings
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
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Questions about CPS Homes
Which CPS Homes office has the most reviews?
Cardiff (34 Woodville Road) has the most, with 2,048 reviews rated 4.1 out of 5, followed by Cardiff (66 Albany Road) with 1,744.
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
Has CPS Homes won any awards?
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.
