CPS Homes Cardiff reviews

Thank you for the review! We're thrilled Rhys and the team have made your letting experience a positive one.

Hi Buffy! Thank you for your kind words and for leaving us a review.

Hi Andy, thanks so much for leaving your thoughts and this fantastic review, we're so pleased you had a great experience with us, it's our pleasure and thank you once again for choosing CPS Homes.

We're thrilled to hear this, thanks Olivia for your support and for choosing us.

Thanks so much for taking the time to leave your thoughts Zaid - so happy we could help. Agreed - Jordan is a star!

Thank you Emily for your wonderful comments and taking the time to review our team. We wish you all the best in your lovely new home!

Dear Tehmina, Thank you for taking the time to review the service you have received. We are sorry to hear that this has been the outcome on this occasion. When dealing with the sale of properties, we are entirely dependent on what the vendor considers to be acceptable and unacceptable in his/her personal circumstances and we can only provide detailed updates upon receiving instructions from our vendors. On this occasion, the vendor was, unfortunately, entirely focused on price and was unwilling to negotiate on it. On top of this, they would not consider undertaking work prior to completion, despite initially giving us all the impression that they would. This was in no way a result of any form of falling out; it was purely their prerogative and instruction to us. We wholeheartedly agree that there should be a review to the way in which sales are agreed in Wales and sympathise with any purchasers that have a sale aborted due to the results of an adverse survey. Had we been aware of the results of a prior, adverse survey on the property, this information would have been made available to you before agreeing the sale, but this was the first sale we had agreed on it. Once again, we would like to extend our sincerest apologies that things have not worked out with your property purchase on this occasion. We wish you all the very best for the future. Kind regards, The CPS Homes Team.

Hi Emily, Thank you for your comments, which we’ve used as an opportunity to look into things. Since your tenancy began on 1st July 2025, we’ve carried out two routine inspections, the most recent being yesterday. Following the first inspection in August, we identified a few minor maintenance items: hallway light bulbs that had blown, blinds needing replacement in one room, a loose bedroom door handle, and a bathroom door that needed securing. As we do at every property, we passed these findings to your landlord for approval and action. Your landlord chose to carry out the work personally rather than use our approved contractors, something we advised you of at the time. At yesterday’s inspection, we noted that the blinds had not yet been replaced, so we have chased the landlord again, along with a new recommendation to refresh the kitchen sink sealant. We will keep you updated as soon as the landlord confirms their plan. It’s important to clarify that we manage the property on behalf of the landlord. We don’t own it, and we can’t authorise maintenance spending ourselves. We can only arrange repairs or improvements once the landlord gives approval, as they are the ones responsible for the costs. In this case, we have encouraged the landlord to complete the items raised and continue to follow up for progress. While we understand that any maintenance issue can be frustrating, none of these matters make the property unfit to live in. Outside of our inspection visits, no repair requests have been reported to us by you or your housemates, but please do contact us any time if you have concerns, as we’re here to help. In terms of the contract, this was signed by all tenants in December 2024, over seven months before the tenancy began, so we’re unsure what you are referring to, but we’re happy to look into anything specific you’d like to raise. We truly want you to enjoy your home, and we’ll continue doing everything we can to support you throughout your tenancy. Please feel free to reach out to us directly so we can discuss anything further and work towards a positive resolution. Thank you, CPS Homes.

Happy to hear this - thank you Precious!

Hi Ben,Thanks for leaving us a review and for taking the time to provide us with your feedback. We always like to hear it and you can be sure we’ve taken everything on board.With most boiler issues causing a lack of heating or hot water, we do have some basic checks that we ask all tenants to complete. It’s not so much to save manpower, but to avoid any unnecessary charges linked to a tenancy when topping up pressure or bleeding a radiator, for example, is all that’s needed to resolve the issue. Our maintenance team are able to solve many issues over the phone or via e-mail by issuing guidance, which saves a lot of contractor call-outs. If the basic checks and actions don’t resolve the issue, then with the Landlord’s authorisation we’ll instruct a contractor to attend as soon as possible. Unfortunately, our guidance didn’t help in this instance, so a part had to be ordered and was installed the following day. Your Landlord also has additional electric heaters in the property in case of an emergency, we understand.Following heavy rain, an unexpected leak into your boiler caused some electrical damage. With consideration into time and availability of parts, a new boiler was deemed the best course of action. Your Landlord agreed, so it was ordered and installed as soon as possible, with some additional external measures taken to further protect the system from unexpected severe weather in future. We’re delighted you were happy with the service received.With the shower, as the unit is relatively new and under warranty, beyond initial basic investigation, a specific contractor was required to make an assessment and conduct a repair. He’s working directly with your Landlord to rectify the issue as soon as possible. We’re informed that the relevant parts have been ordered and are due to be installed early next week.Please don’t hesitate to contact us if there’s anything else we can help with.Kind regards,The CPS Homes Team.

Thanks Emma, very happy to hear this and we appreciate you taking the time to leave your thoughts.

Thank you for your kind words Nick and for being with us for so many years. We’re thrilled to hear Charlotte has been such a great help and we’ll be sure to pass on your lovely feedback to her!

Dear Rhys, We always take valid complaints and constructive feedback seriously, and where issues are identified, we use them as an opportunity to learn and improve. However, we also feel it’s important to address inaccuracies, particularly when comments are shared in the public domain. We have an established complaints procedure that enables customers to raise concerns directly so they can be properly reviewed and resolved. Unfortunately, this process was not utilised in this instance, with the issues instead being raised directly on Trustpilot. You’re correct in saying you were sent a document that mistakenly referred to you by the vendors’ names, rather than the buyers’ name. This was a human error, one which we apologise for, but we are fully satisfied that it does not amount to a breach of GDPR, as claimed. The names of vendors are publicly available information through services such as Land Registry, and would have also been communicated to you in the Memorandum of Sale we are required to provide to both sides and their solicitors. You viewed the property on 10th January, then offered and were accepted on 13th January. Your offer was accepted on the understanding that you had two properties yet to sell: one property was already on the market with viewings underway, and the second was due to launch the following week. As you had taken these meaningful steps toward being proceedable in a vendor’s eyes, our vendor agreed to accept your offer and allowed a three-week window for both properties to reach SSTC, which was agreed in good faith. This timeline was explained to you at the point your offer was accepted. If there was any confusion at the time, we would have welcomed the opportunity to clarify this. During the allowed three-week period, our vendor paused viewings to give you a fair opportunity to sell, while you continued to explore other purchasing options. On 26th January, now 13 days after your offer was accepted, we made a courtesy call to your partner to check how everything was going. During this call, you informed us of your decision not to proceed. While we fully accept that purchasers are entitled to change their position and that no formal commitment had been entered into, it is also worth noting that the vendor paused marketing and declined further viewings for almost two weeks in good faith. We appreciate that circumstances can change, but no acknowledgement was given of the time and opportunity lost for the vendor as a result. You have separately informed us that you were told the vendors had not yet secured an accepted offer on an onward property and were not actively looking. However, both at the time of the viewing and subsequently, you were advised that the vendors were considering a new-build purchase and that any offer they made would be dependent on achieving a proceedable sale of their current property. We have since become aware that your decision to withdraw from the purchase may have been based on third-hand information relating to a withdrawal by a different purchaser approximately 18 months ago. While this information would understandably cause concern and questions for anyone, had it been raised with us at the time, we would have been more than happy to explain that the earlier withdrawal was due to personal circumstances and was not a decision taken lightly or casually. Regarding our agent’s use of his phone during the viewing: from our understanding, this was to look up the EPC and confirm the property’s square footage in response to a question raised at the time. Our agents take viewings seriously & pride themselves on being professional and attentive. This agent has extensive experience & a strong track record, reflected in the feedback we regularly receive and customer reviews posted online. While we respect that experiences can be interpreted differently, we do not believe this was a case of disengagement. We wish you well in your purchase. Kind regards, The CPS Homes Team.

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

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

Dear Jake,Thank you for leaving us a review. We're sorry to learn that you haven't had a positive experience. We've sent you a message via Trustpilot's private messaging platform to establish which property you rent from us.The CPS Homes Team.

Dear Stephen,Thank you for leaving us a review. We're sorry to learn of your comments and have looked into the cause of them.When we conducted our check-out inspection, it was our opinion that the property needed cleaning in a few areas. Admittedly, it was only minor, but enough to warrant a clean and to avoid any potential queries from the incoming tenant(s), in our opinion. Having seen our photos, your landlord agreed with our assessment and instructed us to send a cleaning company out. The cost amounted to not much more than a call-out charge, which was indicative of only a minor clean being required.When you queried the need for a clean and the cost, Nikki worked on your behalf to negotiate the cost down or to be absorbed entirely by the landlord. She was successful in doing so, as the landlord agreed to foot the whole cost himself. He still believed the cleaning was required, but as you had withheld the final month's rent, he was keen to swiftly resolve the matter and prioritised the several hundred pounds' worth of rent he was owed over the cleaning.In light of your comments, we have independently reviewed our check-out photos and found that, in our opinion, a minor clean was required. You exercised your right to dispute our findings, at which point Nikki raised the matter with the landlord and came to an agreement we believe you are happy with.Kind regards,The CPS Homes Team.

Thanks Tony for such thoughtful words and taking the time to share them. We're so happy you had such a great experience with our team, you know where we are if you ever need us in future :) Tiffany is a star, agreed!!

Thank you so much for your kind words, it’s been a real pleasure helping you with both your sales and rentals! 😊

Hi Cristian, Thanks for your review. We’re aware that you’re currently in discussion with our team, who are liaising with you and your landlord regarding the landlord’s claim from your deposit. Bear in mind that occupation contracts are between the contract-holder(s) and the landlord, so it’s the landlord who chooses to submit this claim. We would much prefer not to have to make a claim from a deposit, as it's far quicker and easier to return a deposit in full. There have been delays in this return process, which we apologise for, though they have not been at CPS Homes’ end. The delays initially occurred whilst we attempted to ascertain what your landlord’s claim was, and subsequently when we’ve been negotiating with him on your behalf to have him reduce the amount of the claim. To explain further, 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 contract-holders 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, they may wish to claim for from the deposit. When you moved in, you signed an inventory that read “unless otherwise stated, the condition of the property…is clean and ready for occupation”. You didn’t note any cleaning concerns on the document. We have significant evidence that cleaning was required when you left. You even offered to return to the property clean the areas of concern, though we cannot allow contract-holders to access the property again after their tenancy has finished. Once the landlord has decided how they wish to proceed, we add comments to the inspection report and send it over to the contract-holder(s) for their perusal. We invite contract-holders 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 contract-holders provide their comments, as we always encourage them to do, we revert back to the landlord and attempt to negotiate the deposit return of behalf of both. This is what we’re doing for you currently. As you know, the landlord’s claim is not for just cleaning. We have presented you with evidence of other items too. 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, contract-holders 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. As with any deposit return, if a contract-holder 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 contract-holder, meaning only a small minority require independent adjudication. We hope to reach this outcome with your deposit return in the very imminent future. Many thanks, The CPS Homes Team.