CPS Homes reviews

Hi Lee, Thank you for taking the time to leave such a lovely review. We’re really pleased to hear you had such a positive experience with Kevin and the CPS team in Derry. However, we’re CPS Homes in Cardiff, Wales, so we believe this review was intended for a different company with 'CPS' in their name. We’ve made Trustpilot aware and asked whether they can move it to the correct profile, as Kevin and the Derry team absolutely deserve the credit for the service they provided. All the best with your sale, and congratulations on agreeing it so quickly. The CPS Homes Team.

Hi Hannah, Thank you so much for taking the time to share your experience with us! We’re thrilled to hear that the whole process felt smooth and even a bit fun, that’s just what we aim for. 😊 Keeping things straightforward, making sure you felt supported every step of the way… it’s exactly what we try to do, so it’s wonderful to hear it made a difference. It was such a pleasure working with you, and we’re so glad everything came together so quickly. Thank you again Hannah!! Sian and the CPS Homes Team

Hi Shree, We can understand why you were extremely disappointed that this let did not proceed, particularly given how close it was to your intended move-in date. There are, however, several points in your review that I think are important to clarify. The proposed tenancy was agreed with you and the landlord on 20th August, with a proposed move-in date of 28th August. As with all agreed lets at this stage, this was expressly subject to satisfactory referencing, the landlord's final approval and a contract being signed. Each of the four applicants signed an application confirming the referencing requirements that needed to be met. Unfortunately, when the completed referencing was received, it did not meet those agreed criteria. This was not simply a case of us discovering at the last minute that somebody worked part-time. We considered the referencing as a whole and, despite it not meeting the standard criteria, we pushed the landlord to allow the let to proceed, particularly because of the short time before your intended move-in date. Ultimately, the landlord was not comfortable proceeding. No occupation contract had been signed, so there was no contract for the landlord or CPS Homes to cancel. This was an agreed let that unfortunately fell through during the referencing and approval stage. Thankfully, fall-throughs like this are relatively rare, but this is precisely why our paperwork makes clear that a proposed let remains subject to contract until the necessary checks and approvals have been completed. In terms of the timescale, the property was agreed on 20th August and the landlord's decision was made before the proposed 28th August move-in, so the entire process took no more than a week. We appreciate that where somebody is relying on securing accommodation, even that period can feel significant, particularly when the outcome isn't the one they hoped for, but we don't consider this to be unduly long. Your security deposit and advance rent were refunded in full within five working days of the let falling through. The holding deposit was initially retained because of the difference between the referencing criteria agreed at application stage and the outcome of the completed references. We did offer to transfer this to another property if we were able to find something suitable for you. As you haven't subsequently secured another property through us, we have now also decided to return the holding deposit in full as a gesture of goodwill. You are correct that the landlord initially instructed us to re-advertise the property at a higher rent after this let fell through. That instruction was subsequently changed and the property is now being marketed at a lower rent than the amount originally agreed with you. Finally, we don't "take good reviews". We invite customers to provide feedback at different stages of their experience with us, as many businesses do. What somebody writes and the rating they choose to give us is entirely up to them. We're genuinely disappointed that we weren't able to get this let over the line for you, and we appreciate the difficulty that caused. However, we don't think it is fair to describe what happened as a scam or to suggest that an existing contract was cancelled. A proposed let was agreed subject to referencing, landlord approval and contract, the completed referencing did not meet the agreed criteria, and despite us trying to make a case for the let to proceed, the landlord ultimately declined it. We wish you all the best moving forward, The CPS Homes Team.

Hi Sarah, Thank you for taking the time to leave your feedback. We’re sorry that the deposit process left you feeling this way, but we do want to clarify a few important points. Where CPS Homes manages a property, we document its condition at the beginning and end of the tenancy and provide this information to the landlord. Any proposed deductions from the deposit are ultimately the landlord’s claim, not money that CPS Homes keeps. Our role is to help communicate and mediate that claim, consider any evidence provided by the tenants and landlord, and try to reach an agreement between both parties. The fact that a claim is reduced during this process does not mean the original items were knowingly or deliberately unjustified. It is precisely why tenants are invited to provide photographs, inventory comments and other evidence. Where that evidence supports a tenant’s position, we will put this to the landlord and seek amendments to the claim, as happened here. If agreement cannot be reached, tenants also have the option of referring disputed deductions to the Deposit Protection Service, where an independent adjudicator considers the evidence from both sides. We would never seek to discourage a tenant from using that service. We do accept your point regarding the check-out report. Tenants should have access to the information they need in order to properly consider and respond to a proposed claim, and we’re sorry that you had to specifically request this on this occasion. We also apologise for the time taken to respond to some of your emails. The summer changeover period is exceptionally busy, but we appreciate that waiting more than two weeks for a response when money is outstanding is frustrating, and we are continually looking at ways to improve communication during this period. What we cannot accept is the suggestion that CPS Homes deliberately makes excessive claims in the hope that students will simply give up and pay them. Deposit deductions must be supported by evidence, tenants are able to challenge them, and where agreement cannot be reached there is an independent dispute process specifically designed to determine what, if anything, should be awarded. We absolutely agree with your final piece of advice, though: tenants should take comprehensive photographs when they move into a property and ensure any discrepancies are recorded on the inventory that we send. Good evidence at both the beginning and end of a tenancy is the best protection for everyone involved. Kind regards, The CPS Homes Team.

Hi Jessica, We’re sorry to read that this was your experience, though there are several points within your review that we feel require clarification. We do not pressure anybody into renting a property. Every property we have available is advertised on our website, so prospective tenants can clearly see the options available to them at any given time. Our Lettings Team will often ask people about their requirements and suggest properties that may suit them, but it is entirely their choice which properties they view and whether they subsequently apply for one. We regularly receive positive feedback from tenants who have found an ideal home through our team’s recommendations, having initially overlooked it online. We take pride in helping people find suitable accommodation, but the final decision will always remain theirs. We are also concerned by the suggestion that every maintenance issue takes at least three weeks to receive a response. This is a very sweeping statement and does not reflect how maintenance reports are handled. The response required and the time taken to complete a repair will depend on its seriousness, the investigations needed, contractor availability and, in many cases, the landlord’s authority. As managing agent, we assess reports, carry out initial checks, seek any required approval and chase matters through, but we do not benefit from delays and always want repairs completed as promptly as possible. Regarding the end-of-tenancy cleaning, tenants are expected to return a property in no worse condition than it was provided to them, allowing for fair wear and tear. Therefore, where a property was clean at the start of the occupation contract but requires cleaning at the end, a landlord may be entitled to propose a claim. This can include dust or other cleaning that remains necessary when the check-out inspection takes place. Our check-out process is transparent. We document the property’s condition through comments and photographs, distinguish between fair wear and tear and matters that may go beyond it, and provide the full report to the landlord and contract-holders. As the occupation contract is between the landlord and contract-holders, it is ultimately the landlord who decides whether to propose a deposit deduction. We do not profit from deposit deductions and would much prefer to return every deposit in full, as this is considerably quicker and easier for everyone involved. Where deductions are proposed, contract-holders are invited to provide their comments and evidence, and we attempt to help both sides reach an agreed outcome. The vast majority of deposits we handle are resolved by mutual agreement. Where agreement cannot be reached, either party can refer the matter to the deposit protection scheme for free, independent adjudication. The cleaning contractor referred to is one of several companies we use. They are a long-established local business with the capacity to handle the large number of cleans required during the summer changeover period, and they have worked with us for many years. Contractors are selected based on their ability to complete the required work reliably and at a fair cost. Ultimately, it is the landlord’s decision whether work is authorised and who is instructed to undertake it. We appreciate that deposit discussions can be contentious, as tenants understandably wish to receive as much of their deposit back as possible, while landlords may seek compensation for deterioration they believe goes beyond fair wear and tear. That is precisely why we operate a documented, two-way process and why independent adjudication remains available whenever the parties cannot agree. Kind regards, The CPS Homes Team.

Hi Janet, thank you so much for the wonderful and detailed review! We're so happy to hear you had such a positive experience with the whole sales team at CPS Homes. We truly appreciate your recommendation and are thrilled we could help you sell your home. Thanks again!

Thanks Mehedi!! We really appreciate your kind words. It’s great to hear the team made everything feel smooth and stress-free for you, as that’s exactly what we aim for.

Hi Luke, We are sorry to read your review, but we do need to correct a number of points, as it does not accurately reflect either the tenancy history or the outcome of the independent deposit adjudication. The DPS did not agree that there was “no claim”. In reality, the adjudicator awarded the full deposit of £1,025 to CPS Homes in respect of rent arrears. The condition-related claims were not awarded because of the evidential requirements around the original check-in documentation, not because the adjudicator accepted the wider allegations made in your review. The DPS decision also recorded the total claim for damages as £1,053 plus the rent arrears, so not the £5,000+ figure you claim. We also do not recognise the suggestion that repairs were ignored for years or that tenants were simply “left without” essential facilities for significant periods. Maintenance issues can and do arise in properties, especially in older properties, particularly where there has been continuous occupation for nearly a decade, but reported issues were dealt with and progressed. As managing agents, we also have to liaise with the landlord, who owns the property and authorises expenditure. We fully believe we did this thoroughly and transparently, updating you and your housemates on our progress at every turn. Routine inspections were carried out in line with our management obligations. The allegation regarding an unlawful inspection has previously been dealt with, and our records show that more than 24 hours’ notice was issued. For clarity, the rent was £875 in 2016 and £1,100 by the final fixed term in 2024/25, inclusive of water rates. That is a 26% increase over nine years, and the final rent was below market norm for a three-bedroom property in Cardiff Bay. Rent levels were set by the landlord following market advice, and where negotiation was requested from your side, this was put back to the landlord. On at least one occasion, the landlord agreed to a lower increase following that negotiation. At no point did the rent go up by £150 from one year to the next, and there were many years where the rent didn’t go up at all from one year to the next. Finally, the decision to seek possession was the landlord’s, not CPS Homes’. We do not own the property and we do not make those decisions independently of the landlord. We understand you were disappointed that the tenancy came to an end, but it is not accurate to suggest CPS Homes were trying to force you out for our own reasons. A six-month possession notice was given as required by the law, and you were aware that this would be served several months earlier. You chose to leave before the possession notice expired, as is your right. We wish you all the best in the future, The CPS Homes Team.

Hi Jo, thank you so much for your kind review! It’s great to know you felt supported every step of the way, and we really appreciate your recommendation.

Thanks so much Leigh, we'll pass your kind words on to Sian :)

Hi Charlotte, We’re sorry to read your review, but there are some important points we need to clarify because the proposed deductions are not charges that CPS Homes has decided to impose. At the end of a tenancy, our role is to document the condition of the property through the check-out process and provide that information to both the landlord and contract-holders. In this case, the landlord elected to arrange the post-tenancy works himself and has subsequently told us what costs he wishes to claim from the deposit. CPS Homes does not decide which deductions a landlord should make, nor do we profit from any money deducted from a deposit. We act as the intermediary between the parties, communicating the landlord’s proposed claim to the contract-holders, inviting their comments and evidence, and helping both sides try to reach a fair agreement. The landlord’s proposed claim in this case is also considerably broader than a charge for cleaning or “dust”. Our records show that a number of concerns relating to the condition of the property, damage and contractor call-outs arose during the tenancy, with several associated charges communicated to the household at the time. Further matters were then identified by the landlord at the end of the tenancy. In relation to cleaning, arranging a professional cleaner before moving out does not automatically mean that no further cleaning can reasonably be claimed. The relevant comparison is between the condition of the property at the beginning and end of the tenancy, supported by the inventory, check-out report, photographs and any evidence provided by the contract-holders. Equally, the fact that a landlord proposes a cleaning deduction does not mean that the contract-holders have to accept it. You are fully entitled to challenge any part of the landlord’s proposed claim that you believe is unjustified, including providing evidence of the professional clean you arranged or evidence relating to any maintenance issue or contractor charge. We will consider that as part of the deposit discussions and continue to help both sides try to reach an agreed outcome. If agreement cannot be reached, either party can refer the dispute to the deposit protection scheme for free, independent adjudication. That independent process exists precisely for situations where a landlord and contract-holders disagree about responsibility or the amount being claimed. We appreciate that deposit discussions can be contentious, but describing CPS Homes as “scammers for students” does not fairly reflect our role here. We have not created the landlord’s claim or determined what should be deducted. Our role is to document the condition of the property, communicate the respective positions and help facilitate a fair resolution. Kind regards, The CPS Homes Team.

Thanks so much for leaving such a lovely review Jacob! We’re really glad Flo and Joanne could make things feel easy and stress-free, it makes all the difference when moving can feel a bit overwhelming. Hope you're settling in well! 😊 …

Dear Rachel, Thank you for your review. As this concerns an individual tenancy, we cannot properly comment on every aspect of it in a public forum. However, it is not correct to say that nothing was done. Additionally, public reviews do not provide the full chronology, and we will not set out private tenancy details or ongoing disputed matters on a public platform. When the issue was first reported, the information available indicated it was isolated to one flat. We remained involved throughout, including liaising with the tenant, raising matters with the landlord, suggesting a contractor, arranging works within the flat, arranging treatment to communal areas, cooperating with Environmental Health, and taking further steps as additional information came to light. We also agreed an early release from the fixed term, without an early termination fee. We take reports of this nature seriously and reject the suggestion that there was no urgency or no support provided. Kind regards, The CPS Homes Team.

Dear Michael, Thank you for your review. As this matter relates to a specific tenancy and remains disputed, it would not be appropriate for us to deal with all of the detail in public. Additionally, public reviews do not provide the full chronology, and we will not set out private tenancy details or ongoing disputed matters on a public platform. What we can say is that, when the issue was first reported, the information available indicated it was isolated to one flat, with no confirmed evidence at that stage of a wider building issue. We nonetheless remained involved throughout. This included corresponding with the tenant, discussing the matter with the landlord, recommending a contractor, arranging works to gaps reported within the flat, arranging treatment to communal areas, cooperating with Environmental Health, and later arranging wider investigation and treatment as further information became available. We also agreed an early release from the fixed term, without an early termination fee, to assist the tenant in bringing the tenancy to an end sooner. We do not accept the suggestion that we failed to engage with the matter or that we misled the tenant. Our actions were based on the information available at each stage, and we took further steps as that information developed. Kind regards, The CPS Homes Team.

Thank you so much Liam for your wonderful review! We're thrilled to hear that you had such a positive experience with Nikki, Jenna and our team - and it's fantastic to know that we were able to help you find the perfect place.

Hi Niran, Thank you for your review, and sorry if there's been any miscommunication or misunderstanding here. We don't understand what you mean, so we'd like to know more via feedback@cpshomes.co.uk. This will allow us to put things right. We look forward to hearing from you. Many thanks, The CPS Homes Team.

Dear Leanne,Thank you for your review. We’re sorry that your experience with CPS Homes hasn’t been a positive one. We’ve reached out to you via Trustpilot’s private messaging platform in order to ascertain which property your soon rented through CPS Homes and when, so that we may look into your comments and respond in detail.Commenting more broadly until we get that information, we do carry out an inspection prior to each tenancy started and, if needed, instruct a local contractor to perform a clean. Cleaning standards are subjective, and cleaning contractors are not against reattending a property if incoming occupants believe further cleaning may be required. Had this been communicated, we or the landlord would have requested that the contractor visit again and act with your son’s direction.We await further information on the alleged dangerous sockets. In line with legislation, every property’s electrical installation is periodically inspected and tested, and in line with guidance, items such as sockets are inspected visually between tenancies. We take pride in conducting thorough inspections of our properties prior to each new tenancy. However, some issues may not be immediately apparent during an inspection, particularly if the property is unoccupied at the time. Certain maintenance issues only become evident once the property is in daily use. While we strive to identify and address potential issues proactively, we also rely on feedback from both previous tenants and new occupants to alert us to any concerns that may arise after move-in. We encourage contract-holders to reach out at any time with maintenance requests, and we are always here to address them promptly with their landlord.Finally, we feel it’s important to establish CPS Homes’ scope as a managing agent. We are the ‘middleman’, sitting between landlord and contract-holder(s). Our aim is to ensure both sides are adhering to their legal and contractual obligations. The landlord owns the property and holds the ‘purse strings’, so when maintenance or improvement requests are made to us, we pass them onto the landlord with our comments. If they instruct us not to proceed with something, whether that be correctly or incorrectly in accordance with their legal or contractual obligations, in our opinion, we must take their instruction. We will always communicate the landlord’s reasoning to contract-holders and again offer our comments.We look forward to working with you, your son and the landlord to resolve any outstanding issues you may have.Kind regards,The CPS Homes Team.

Thank you for your wonderful feedback! We’re thrilled to hear that Jess, Rhys, and Cameron provided you with excellent service and support throughout your letting experience...your recommendation means so much to us!

Thank you, Faith! We’re thrilled that Kacey and Bethany could make your experience smooth and stress-free, guiding you through each step with ease. Love the photo too!

Thank you, Gareth! We’re thrilled to have made your Bayscape purchase a seamless experience and that Nathan could help with those final touches. Hope you enjoy every moment in your new home!