Trusted Agent profile · Cardiff
★★★★★
1,715 reviews across 3 platforms
66 Albany Road, Roath, Cardiff, CF24 3RR
CPS Homes's office in Cardiff, at 66 Albany Road, is rated 4.2 out of 5 across 1,715 reviews on three platforms, including 572 Google reviews rated 4.3.
Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
5/5
GoogleThey are really supportive and guide me properly from the beginning to the end.I am highly recommended CPS homes to everyone who is searching for a good propertyThank you again for your great services.Specifically thanks to Max (representative agent ) for supporting us to make the right decision .
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.
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
TrustpilotFantastic
Sian was fantastic from the start of the process through to the viewing day and subsequent sale. The video and images certainly brought out the best in my property as we had over 100 requests to view, Sian narrowed this down to 25 viewings and we had a similar number of offers. We sold the next day.
5/5
TrustpilotBought my first house through CPS…
Bought my first house through CPS Homes. Sian was amazing at viewing and very knowledgeable about the property. Chels the Sales Progression manager was amazing, she helped with any questions we had along the way and chased up other parties when needed. Thanks CPS Homes
5/5
TrustpilotThank you Jordan
We have just signed for a property with CPS. Our lovely agent Jordan was so helpful and attentive to our requests. He went above and beyond to help us secure a property in what can be a very stressful time. Thank you Jordan!
5/5
TrustpilotCharlotte
I have had Charlotte from CPS homes help with our Maintenance.I would recommend Charlotte to anyone, she’s efficient and quick. I couldn’t have asked for better service. If I could give Charlotte 100 stars I would. Please give my appreciation to Charlotte.
5/5
TrustpilotWe were very happy with the service
We were very happy with the service from Nathan and Chelsea at CPS Homes in facilitating our sale. Preparation of the particulars was done efficiently and effectively, viewings were quickly arranged, and when our first purchasers had to withdraw, Nathan was assiduous in seeking out an alternative, and keeping in touch throughout a slightly difficult exchange and completion process. We were very well served!
5/5
TrustpilotSo helpful!
Couldn’t recommend CPS enough! We had Flo and she was so lovely and super helpful. Talked us through everything and made sure we got the most for our money. Flo was super informative and made sure we all were happy. Thank you!!
1/5
TrustpilotMy review as promised…
Please avoid using these letting agents. My partner and I enquired about a flat and were told it was online viewings only. We wanted an unfurnished flat and found it by searching "unfurnished" on rightmove. At no point did CPS mention the flat came with furniture including in the tenancy contract. The day we were supposed to be moving in we were sent an inventory for a fully furnished flat! We queried this and made suggestions on how to get around this such as storage. The landlord decided to let us go from the tenancy but wanted to keep our rent until she found a new tenant even though they advertised the property falsely! My partner called CPS and was so upset following the call as they told her it was our problem that they hadn't advertised properly and weren't transparent. I called them several times and was met with aggression, disrespect and homophobic microagressions. I was told that my partner and I were being aggressive after I called them out for homophobia and lack of customer care. After I told the senior letting agent that she didn't care about us she said she "does care otherwise I wouldn't answer your phonecalls" and told me it's not her job to speak to us as she doesn't get paid... her job title was "lettings manager" and I'm confident she's on payroll for that? I sought legal advice from Citizens advice who agreed that had acted illegally and we should get our money back. After this our rent was returned and deposit released but it took a lot of hard work to get there. We actually feel relieved that it happened as it just highlights what could have happened if we had stayed in the property as tenants. The customer service we experienced was disgusting to say the least. CPS won't take this seriously as they are extremely corrupt. Just avoid them at all costs as there are plenty of great letting agencies in Cardiff who won't try to ruin your lives.Edit: In response, just because there is a photo of a flat with furniture doesn't mean the flat comes with furniture. If I do a search on your website for unfurnished properties almost all have furniture and personal belongings in them... I would love to supply you with evidence but conveniently for you when I asked for recordings of the calls you said they hadn't recorded. And just because you haven't had this happen before doesn't mean you take it any less seriously. As I stated before, to anyone reading this review, AVOID!
Dear Md1997,Thank you for leaving a review. We're sorry that you had a less than positive experience with CPS Homes.As discussed with our Lettings Manager at the time, you submitted an enquiry about a property that was shown as fully-furnished within the video and photos. Nowhere within the description did it state that the property was being offered differently, i.e. unfurnished, to how it was shown in the videos and photos, so it remains our assertion that the advert was very clear that the property was being offered fully-furnished and in no way suggested that it may be unfurnished. We are able to say this with confidence as we have reviewed the advert that you saw. If you did search for 'unfurnished' on Rightmove and this property showed, that is something to report to Rightmove directly as we were unable to replicate this result ourselves when performing several subsequent test searches. We have received no other reports pertaining to this issue from other tenants or prospective tenants.When you alerted us that it was your intention to rent an unfurnished property, your landlord explained that she would have nowhere to store the great deal of furniture that came with the property, which is understandable, as not many people would. At this point, you had already signed the tenancy agreement, we had paid the first month's rent across to your landlord, and the deposit had been registered with the Deposit Protection Service. When you made it clear that you did not wish to proceed with the tenancy, we set about negotiating an immediate or early end to the tenancy on your behalf, which was no easy task given a legally-binding contract had been signed and the landlord was within her rights to hold you to it, if she so wished.We were able to convince your landlord to immediately release you from the tenancy, with full refunds made. She didn't have to agree to this and could have held you to the full term of the tenancy, or at least until new tenants were found, so taking everything into consideration, we believe we achieved a successful outcome for you.Finally, we take the comments you have made in relation to your telephone exchanges with us very seriously. The claims made have been unfounded during our initial assessment of your review, though should you wish to formalise your complaints and provide further evidence, you may do so by following our complaints procedure.Kind regards,The CPS Homes Team.
2/5
TrustpilotWe are taking legal action only day 1 of our tenancy.
Very unprofessional so far.Moving into a new house should be stress free.Do not sign anything with them until all your move in conditions are evidenced. The staff have been bad at communicating to landlord and myself in transparent manner/ are both negligent or potentially manipulative... we are yet to work out the truth.We had agreed to have a window fixed which is in disrepair and they had told us that the work is going ahead and only after signing did they tell us that the landlord refused to do the work. Seriously sneaky and not what you want to hear when you could have simply been offered a house that was in better shape. We are taking legal action and informing the council, only day 1 of our tenancy as I cannot stand for another estate agent to take us for a ride. Staff were yesterday rushing us to sign but the contracts were incomplete and had many grammatical errors and straight up mistakes that I wanted them to be correct before signing. Staff member said to me on the phone: "you've been on the phone with me for almost 8 minutes, you could have signed the contract by now - what do you have to say to that". I have requested a SAR to help build a timeline of events as we've been rushed into signing out of fear of not having somewhere to live and the tactics used are ones you'd expect on the playground rather than an office.
Dear Adrian,Thank you for your review. We're sorry that you've had a less than positive experience in your dealings with us thus far. Please be assured that we are committed to liaising between yourselves and your landlord to achieve an outcome that both sides are happy with.It's certainly never our intention to rush prospective tenants into signing a tenancy agreement, not least because we're aware that doing so without pre-agreed items completed will inevitably cause issues later down the line. If that has happened in this instance, we apologise, and we will be sure to look into the how's and why's; putting them right moving forward. We will be sure to consider your further comments too.You are welcome to provide additional information via e-mail to feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
5/5
TrustpilotFirst purchase but certainly not the…
First purchase but certainly not the last purchase with CPS. Very easy to work with, Nathan was informative throughout the the whole process. Since this purchase, the whole CPS team have been extremely helpful regarding the hunt to expand my portfolio in Cardiff.Would highly recommend.
5/5
GoogleService great from start to finish. Smooth stress free process.
Fantastic - thanks so much for the review, Gwyfryn!
2/5
TrustpilotAn agent who cares more about the landlord than the tenant they are representing
I do not recommend CPS homes as an agent. In my two experiences they have been neglectful, slow and difficult to contact. They are very quick to get you signed up to the property, but when things go wrong they are the last to help you. When I moved in there was mould, a broken bed, a poorly functioning heating system, poorly maintained bathroom and shabby kitchen. CPS took up to 2 months to fix basic amenities, and when the bathroom started to have problems, they blamed it on us, the tenants. This is despite the fact we had removed the mould, repainted the flat and decorated it to make it look attractive. We had fixed various parts ourselves to make it a better home. When leaving the tenancy they tried to charge for numerous things which were either broken in the first place, or required cleaning - which is unfair given we moved into a flat with numerous problems. My advice is, no matter how nice the property, avoid CPS as you will regret it. My review is based on renting, I cannot comment on buying.
Dear Low,Thank you for leaving a review. We’re sorry that you’ve had a less than positive experience with CPS Homes.We've been able to locate your latest tenancy with us, so we've taken the time to look into the concerns you have raised and learn how we may improve our level of customer service moving forward.We make it our mission for tenants to move into clean, fully-functioning homes in as smooth a way as possible, so we're sorry that we did not meet our aim during your move-in. We hope our Maintenance and Inspections Teams were helpful in dealing with any concerns you raised with us during the move-in process.Unfortunately, maintenance issues can crop up mid-tenancy, usually through wear and tear. As we manage the property on behalf of the owner (the landlord), we do have to take their instruction on how they wish to proceed with each issue that comes up. A lot of our landlords give us the ability to carry on as we see fit, which allows us to tend to maintenance issues using our own sub-contractors and within the reasonable timeframes we lay out, but there are some landlords who want greater control and insist that we run everything past them. Try as we might to obtain the outcome both we and the tenant(s) would like, we're not always successful, so we do sometimes have to deliver the bad news to tenants that their landlord is not prepared to undertake improvements of the property. There are certain maintenance issues that a landlord must, by law, see to, but there occasionally more subjective issues - typically improvements, rather than maintenance - that rely on a landlord's desire to make good, rather than a legal obligation. We want the properties we manage looking as good as they can be, so we always push our landlords to make improvements, but we don't always get our way, unfortunately. The same principle applies to deposit returns, where we must take a landlord's instruction on how much, if anything, he/she wishes to claim from the deposit, despite our best advice. Crucially, since deposit protection legislation came into law, it is only a claim, which tenants can dispute if they wish to; a right we fully support.We hope this goes some way to responding to your review, and we wish you all the best in the future.Kind regards,The CPS Homes Team.
5/5
TrustpilotPatience is a virtue!
The long and painful process of buying and selling a house was a much easier journey with Nathan from CPS on our team. There was a time when it looked like the whole chain was going to fall apart. Nathan put in the time and effort to keep the deal together and finally got it over the line. We can't thank him enough, and would highly recommend him to others.
5/5
GoogleSuper agents!! CPS just know how to sell property. Excellent, professional presentation giving a sale it’s best selling shot . . but it’s the back office progression and attention to detail that sets them apart. Well done all round.
Thank you, Simon! We're thrilled to hear that our team’s dedication, both in presentation and behind the scenes, made a difference. Thanks again for choosing us!
5/5
GoogleLandlords If you are having probs with current management of your properties get to CPS Rhys Velislava and so many helpful staff. Have let another apartment within a day of release. Thorough checks of clients and their adapted contract to help protect us Landlords
Thanks so much for taking the time to leave your thoughts Helene - so happy we could help!
1/5
TrustpilotAVOID!!
AVOID AT ALL COSTSRefused to acknowledge issues at property despite clear damp issues. Finally sent out a external contractor who confirmed serious issues. Still waiting on property to be repaired, issue now with Environmental Health and The Property Ombudsman. Just kicking the can down the road until we move out, then it’s the next poor tenant’s problem. They’ve deleted over 80 negative reviews from previous tenants, look at their account info. Most of their positive ones are from their landlords/clients! Manipulating their figures to con students!
Dear Ryan,Thank you for leaving a review.We’re sorry that you’ve had a less than positive experience with CPS Homes. We’ve messaged you via Trustpilot’s private messaging platform as we’d like to learn more about your experience. You may also e-mail us via feedback@cpshomes.co.uk with further information, so that we may look into your concerns.Kind regards,The CPS Homes Team.
5/5
TrustpilotSuper agents!
Super agents!! CPS just know how to sell property. Excellent, professional presentation giving a sale it’s best selling shot . . but it’s the back office progression and attention to detail that sets them apart. Well done all round.
Thank you, Simon! We’re thrilled to hear that our team’s professionalism and attention to detail stood out during your experience. Your comments inspire us to keep delivering the best!
1/5
TrustpilotDO NOT RENT FROM CPS HOMES
All I can say is this, repeated liars, they take zero responsibility to admit their wrong doings and they make the blame out to be everyone else's problem apart from their own.We had constant maintenance issues from day one. I had emailed, phoned and complained to the landlady and them for over 18 months. Nothing ever got sorted. The landlady herself made complaints to CPS Homes regarding our problems and even she had issues with their lack of communication and effort throughout. The landlady has now moved to a different agent entirely. We have now moved to a new property. We were left in a mouldy, condensate flat for the entirety of our tenancy. Nothing ever got resolved. They simply do not care at all. Every bad review is absolutely true, on trust pilot and other review sources. I have now taken up a complaint with the property ombudsman and upon appropriate advice will be seeking further legal action against them. I will not be responding to direct messages from CPS Homes and will now take up the case with the appropriate legal organisations.
Dear Tyler,Thank you for your review.We’re sorry you feel this way about the level of service you have received from CPS Homes. Having been through the various stages of our complaints procedure before leaving your review, you have been issued with our final viewpoint letter that lays out our position on the matter and the options available to you now.Kind regards,The CPS Homes Team.
1/5
TrustpilotCan’t be bothered!!
We can only highlight our experience dealing with CPS Homes Roath Branch appointed as property management agents.During the last couple of years we suffered, in our opinion, incompetence and complacency of certain staff at this branch. Appalling quality of CPS records and non existent record photographs at check in. At property check out, poor property inspection and records and failures to spot broken furniture and damaged fixtures, put us in a difficult position to substantiate an appropriate and justified deduction from the bond. This resulted in us being hundreds of pounds out of pocket. CPS staff did not adequately manage the property despite being paid to do so during these difficult times.We further requested in writing three times and once by phone for CPS Senior Management to contact us as their Client. Despite these requests no one bothered to contact us to explain CPS failures or listen to some constructive criticism.We shall in the future not use CPS Homes and will advise others in our position to do the same.
Good afternoon,Thank you for leaving us a review.We're sorry that you've had a less than positive experience with CPS Homes and would like to hear more about the issues you have faced and service you have received, so that we may look into them, learn from them and put them right moving forward.We have sent you a message via Trustpilot's private messaging platform and would be grateful of any additional information you are prepared to share with us.Kind regards,The CPS Homes Team.
1/5
TrustpilotAvoid at all cost!
Avoid at all cost! They made our life hell. The windows were dirty, mouldy and had water leaking from the loose frames when we got the keys and even though it was an existing problem they are still trying to blame us for condensation. If you read all those bad reviews, they are 100% accurate. The boiler had identified ignition problem but instead of repairing it they waited until it broke down and they let us without heating with a newborn baby in December. The landlady even called me to threaten to leave us without heating and she meant it. Water leaked from the patio causing rising damp and hundreds of pounds of damage in our belongings, my baby has breathing difficulties due to the damp and mould, asked CPS to help us professionally clean the thick mould but no, any help was refused. The property is structurally unsafe, uninsulated, we had waste water leaking from the bathroom through the kitchen ceiling and they only fixed it when I contacted Rent Smart Wales, the walls are so badly cracked and peeling that my baby coughs at night. We emailed them with the issues, they replied back that they are waiting for the landlord to come back after weeks then sent another email that they are not aware of any issues we are experiencing. They treat you like a dog and refuse to do essential repairs. The walls are so badly cracked and the property is so badly unsafe and draughty that we can’t heat up the property, it was shown to their contractor who acknowledged the are serious issues and CPS still they refuse to do any repairs and deny that we have any problems despite months of emailing. The property was never suitable to rent and is badly cracked, unsafe and dead cold. I have a year old and I am pregnant again, I work for the NHS as a key worker and after my baby have been suffering from all the hazards my social worker asked them to release from our annual contract as it is a serious hazard for any children and me and I am due to give birth when just before the contract would expire but no, CPS refused. It is clear as the house needs urgent repairs but they are keep robbing us instead and taking our money for this hell and risk my babies’ health just to escape their obligation in keeping the property in repair. They would kill for a penny. These are the most disgusting people I ever met.
Hi Melinda,Thank you for taking the time to leave us your feedback. I am sorry to hear that you have been disappointed with the service you have received from our maintenance team. I am aware that you have reported an issue with your windows leaking, however it was determined that this was condensation forming on the inside of the window. This was confirmed by a Housing officer from Cardiff Council at a recent inspection that took place at the property. Additionally, we had the glass changed in the windows in 2019 for you. This was because you had reported condensation between the panes. There were no issues found with the window frames. We recently suggested that a contractor attends to put some silicon around the windows, but when we approached you to arrange attendance, you said that you did not want him to attend. Please let us know if you have reconsidered the offer and I’ll be glad to arrange.I can see that you have had an issue with your boiler previously. We arranged for a new thermostat to be installed and then a few weeks later, a separate issue came to light. Your Landlord arranged for a contractor to carry out repairs. Of course it is far from ideal to have no heating during the winter months, but I’m glad to see that this was resolved within a few days. It looks as though this was resolved back in 2019, but if you are experiencing any issues with the boiler currently, please let us know and we will be happy to help.There was an issue with damp caused by water not draining away from the patio. Again this looks to have been resolved back in 2019, but if you are still experiencing any issues relating to this, then let us know. With regards to the property being structurally unsafe and poorly insulated, Housing enforcement found no issues on attendance other than a leak from the shower which was repaired shortly after. We have not received any feedback from the contractor who last attended to suggest that there are serious issues at the property.Originally, your tenancy was due to end in August 2020, however you decided that you would like to stay at the property for another year. I am not aware of your social worker approaching us with regards to leaving your tenancy early, but I’d be happy to discuss with them and give you some information on the leaving early procedure if you would like.It is always our aim to provide our tenants with a friendly and professional service, and I am sorry to hear that you feel this was lacking in your experience. We will of course take your feedback on board.If you would like to discuss any of the above further, please get in touch with us directly and we’ll be happy to help.Kind regards,The CPS Homes Team.
5/5
TrustpilotMaintenance team so helpful ⭐️
I’ve been with CPS for three years, and always experienced good service. Helpful when doing virtual viewings during lockdown and supported us with choosing a property despite several set backs with other agencies. However the maintenance manager had really gone above and beyond for me yesterday. Having a maintenance issue that was struggling to be solved in my flats, she offered advice and dealt with the problem swiftly and reassured me throughout. Not only did she just solve the issue she followed up to check the issues had been resolved. I’m really pleased at how efficiently this situation was resolved and I look forward to hopefully renewing my tenancy next year due to outstanding service from some employees at cps homes going above and beyond to make being a tenant that bit easier.
Thank you for taking the time to leave us feedback. We're glad you had such a wonderful experience with us! We do hope we can be of assistance in the future. Take care! CPS Homes
5/5
TrustpilotA big thank you to Rhys Owen and Ellie…
A big thank you to Rhys Owen and Ellie Quick for working hard, being efficient, polite and courteous in a recent letting. Keep up the good work in these very difficult times!
Thank you for taking the time to leave us feedback. We're glad you had such a wonderful experience with us! We do hope we can be of assistance in the future. Take care! CPS Homes
5/5
TrustpilotFriendly and prompt service
Friendly and prompt service with call backs when requested. Focussed on getting all the right information in an efficient way - Tiffany was really helpful when I arrived at the Albany Road Office at 8:45am
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