Trusted Agent profile · Cardiff
★★★★★
2,023 reviews across 3 platforms
34 Woodville Road, Cathays, Cardiff, CF24 4EA
Part of CPS Homes, see every office.
CPS Homes's office in Cardiff, at 34 Woodville Road, is rated 4.1 out of 5 across 2,023 reviews on three platforms, including 852 Google reviews rated 4.0.
Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
5/5
TrustpilotFrom a Landlord's Point of View
I had a difficult problem with a new tenant, so I asked CPS Homes to find out more. James Mashford was assigned to the case he mediated between the building managers and the tenant on my behalf. He arranged for the property to be inspected to ensure the tenants were abiding by their agreement and maintaining the property in good order. At each stage he kept me fully informed. I could not have asked for better service on this matter.
5/5
GooglePatch was really helpful when we raised an issue with our boiler and diagnosed the problem over the phone. Very grateful to have our boiler back on straight away with -2c temps outside!
Thanks Molly for the fab 5 star review, it's much appreciated!
5/5
GoogleCPS Letting Agency exceeded my expectations with their exceptional services. From start to finish, Rhiannon Hughes and her team demonstrated professionalism, expertise, and a genuine commitment to ensuring my smooth renting process. Rhiannon’s prompt communication made my renting experience hassle-free. I highly recommend Rhiannon Hughes to anyone in search of top-notch properties.
5/5
TrustpilotI’m a long term landlord of CPS homes…
I’m a long term landlord of CPS homes ,mainly dealt with Rhys as he’s one of the longest serving staff. He and cps have always given fantastic service to me..and even though I’m now retiring and looking to sell my properties, my relationship with cps won’t end as I can use their experienced sales team. I would throughly recommend using them. Professional service from Rhys from start to finish.
5/5
TrustpilotThanks Jordan and CPS
I’ve recently relocated for work and decided to rent out my property in Cardiff. I didn’t have a clue what to do or where to start. Enter Jordan and the CPS team who helped and me get my property rented in record time. Jordan was a superstar, he answered all my questions, took great, professional photos of the flat and was incredibly helpful. I worried that the process of renting and becoming a landlord would be long and frustrating but Jordan and the CPS team made it a breeze!
5/5
TrustpilotCPS Homes have been exceptional!!From…
CPS Homes have been exceptional!! From the start of the process of Selling my property I was given amazing advice and throughout the sale exceptional customer service. I have used other estate agents in the past and feel that CPS Homes went above and beyond and would highly recommend them to all. Massive shout out to Chelsea Cannon the Sales Progression Manager who has been outstanding throughout the process. Thank you Team at CPS Homes you have been FABULOUS!!!!!
5/5
TrustpilotExcellent service and amazing staff
Thanks CPS homes for the excellent service. They're professional, honest, helpful and friendly. Even during the covid restrictions they were able to quickly let my property and always kept me well informed during the tenancy. Many thanks to Jordan, Nikki and the rest of the CPS team for the excellent service.
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
4/5
GoogleI recently had my rental agreement renewed through CPS Homes and thanks to Nikki for handling everything efficiently. She made sure that all the paperwork was completed smoothly without any issues. I Highly recommend CPS Homes for their professionalism and excellent service.
1/5
GoogleCPS homes wouldn’t let us view our property once we had paid the holding deposit (they have replied to other people on here saying they encourage viewings, that’s simply a lie, unfortunately). I find it highly amusing that the replies to honest reviews on here are far more fleshed out, eloquent and seemingly concerned and informative than any private email we’ve ever received from them. The issues I’m about to describe aren’t even the full list of affronts committed by CPS homes, just a brief overview to give you an idea; I arrived at our property to find the thickest layer of dirt and grime over every floor and surface, building equipment and old carpet shoved in a room. The kitchen floor was mouldy and peeling away, the oven clearly has years of dirt in it, there was months of post all over the hallway that stank inexplicably of urine, none of the properties doors close (including the fire doors, CPS were notified of this in October 21 and have still not done anything about it), our freezer door was broken, the tap shot water backwards and all over the surfaces, the bathroom tap dripped constantly, the carport gripper rods were just thrown on top and not secured down, the drain in the garden was broken (they did send builders to fix this but I can’t describe to you the state the builders have left the garden in, the entire thing was a pile of rubble for weeks and weeks, they only cleared it after many emails begging them, and the dust and rubble still coats the garden, and they even binned my housemates pot with her daffodils in them, bizarrely). They had assured us the property had been cleaned and passed an inspection. I can only assume this inspection was carried out by a person completely devoid of all their senses, with literally no grasp on reality. CPS will reply to this and try to wash their hands of the responsibility, saying it’s a managed property, but they are our only point of contact and I have never encountered a business so keen to shirk responsibility and also cash in on deposits and rent increases. We have sent emails about the issues that are still outstanding (issues flagged in October 2022 and newer ones too) they have gone unresolved and we’ve just received an email about rent increases, giving us two days notice to decide on whether we will be renewing our contract (with the mystery price increase). Mind you, this time frame is at odds with the one in our contract, little things like contracts don’t seem to hold much water with CPS homes. All in all, a wholly immoral, unprofessional and deeply unhelpful group of people. I would recommend going with literally any other letting agency over CPS.
Hi Sian, Thanks for taking the time to leave us your feedback. I am disappointed to hear that you have had some bad experiences during your tenancy with us. Viewing a property after paying a holding deposit is not something that we offer unfortunately. Either prospective tenants view the property before paying the holding fee to secure it, or they are able to secure the property after viewing a video tour. We do make it quite clear at the stage of securing a property, that if taking a property from video, we wouldn’t then be able to facilitate a viewing afterwards. I can see that there were issues present when you moved into the property. I can only apologise if the condition of the property did not live up to your expectations when you arrived. There were some quite significant works arranged for the vacant period between the previous tenancy and yours, and it appears that the builders did not fully clean up after themselves. I agree that this is not acceptable and at the time we asked the contractor to return and clean up. You did report a number of maintenance issues shortly after moving into the property. These were instructed by CPS Homes. As I know has been explained to you before, your Landlord uses his own contactor to complete maintenance works. A full list of the items you reported to us was instructed to this contractor. As he is not a regular CPS contractor, we do not manage his workload and have little control over his scheduling of works. I know that this may seem as if we are not taking responsibility for any of the works required, but I can assure you that this is not the case. The issue is that the Landlords contractor did not complete the works we asked him to in a timely manner. As we take our instruction from the Landlord, we have to instruct works according to the Landlords preferences and can’t decide to use a different contractor unless given authorisation to. I can see that we approached your Landlord about using another contractor instead, but this was declined. We did contact you regarding tenancy renewal and asked you to confirm if you would like to remain at the property within two days of receiving the email. This is not to be confused with your notice period which I think is what you are reffering to as being outlined in your contract. I know that you spoke to my colleague yesterday regarding this and we seem to have reached an understanding following clarification on the matter. We also spoke directly yesterday which I think was helpful. As I said, I would very much like to help resolve any outstanding issues that you have. If you need to discuss anything further, please give me a call or email me directly and I’ll be happy to offer my help and support moving forward. Once again, I’d like to thank you for taking the time to leave us your feedback, which has been taken on board. Kind regards Marie Maintenance Manager
1/5
GoogleBizarre - couldn't seem to rent off them, try as we might. Tried arranging a viewing twice but these were both cancelled. Tried attending an open house viewing but this was cancelled. Tried contacting via email, no reply. Tried calling, they told me to email, which they then did not reply to. Tried the web forms. Eventually got hold of someone and expressed interest in one of their properties but never heard anything back about a viewing. If I was a landlord i'd certainly not be allowing CPS homes to be the one looking after my property.
Hi Viktor, Thank you for taking time to leave us a review. We’re sorry to hear that your experience with CPS Homes hasn’t been a positive one. We do ask applicants to email us so we can send a list of eligibility questions to answer before proceeding further with the application process. As there is often a huge amount of interest in each property and if applicants do not meet the criteria/if a property has been secured, we are unable to get back to all applicants individually. This is explained at the beginning of our response with the eligibility questions, so we always make everyone aware of this and are transparent with our application process. With the above in mind, if you still feel we have not dealt with your enquiry sufficiently, we’d appreciate it if you could let us know the email address you have emailed us from so we can look further into this for you as we cannot currently find your details under your name. Please feel free to send this across to feedback@cpshomes.co.uk. With regards to the cancellations, we understand it can be frustrating if properties are secured before your scheduled viewing and we’re sorry this left you disappointed more than once. The speed in which properties are being secured is largely due to applicants securing them based on the online virtual tour, which in turn can sometimes make it difficult for those hoping to view in person. We look forward to hearing from you. Kind regards, The CPS Homes Team.
5/5
GoogleI am a landlord of a number of properties that CPS manage. The service is of a high standard and response times very good. It is my most recent interaction that has led to this 5 star review. During the busiest time (re-letting of the portfolio of student properties for CPS in mid-November) I received excellent service on a complicated (and urgent) maintenance issue for a student HMO. Beth, Charlotte and Marie all got involved to ensure a complex and major issue with a boiler was fixed quickly and at a reasonable cost. This limited the inconvenience to the tenants and the costs for me as the landlord. Well done to all 3 - thank you.
Hi Antony, Thanks ever so much for taking the time to leave us the 5 star rating and detailed review. It certainly has been an extremely busy time and we're so pleased to hear that the service you've received was up to standard and sorted out as promptly and efficiently as possible. It's often no easy feat being the middle man but we have a fantastic group of people on board that work together incredibly well as a team and we have full confidence in them. We're glad you do too and will endeavor to keep up the top level of service we've been providing you with :) Thanks again!
5/5
TrustpilotAbsolutely faultless so far!
My boyfriend and I had initially written off the idea of renting through CPS because there was no in-person viewing available. After trawling through flats we didn't like for months the perfect one came up with CPS so we just bit the bullet and signed based solely on the video they provided. We moved in on the 1st July and although there were some issues with the flat these have all been resolved within 1 week of moving in. A locksmith attended the flat within a few hours of me requesting one from CPS and the landlord is fixing our kitchen tap as I type this. The video was a true representation of the flat and there were no nasty surprises. The flat was actually a bit bigger than it seemed in the video. Thank you so much to Zara, Marta and Charlotte who have all been so helpful. I think someone else helped me with the locksmith but I've forgotten their name! Maisie/Marie?? Thank you!
4/5
GoogleI recently moved into a house managed by the CPS Homes in Cardiff Bay. I found out the house's boiler was not working when i entered the house. I contacted the CPS Homes Maintenance team to get help. Patch Horrocks responded quickly to my report and prodived some guidance on the boiler. Then he also sent out the boiler maintenance team on the next day to help me fixing the boiler. Thanks to Patch and the boiler maintenance team. Proper job.
5/5
GoogleWe just secured a student house today with Tamara Price. We were really happy with our experience and were really grateful for how helpful and patient Tamara was with us when making our decision! Really lovely lady, and her advice made the whole process easier for us. Thankyou!!
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
GoogleFound a property and enquired as we have a dog so can be very difficult to find a place. Also with coronavirus the viewing was virtual and the video explained a lot and gives you a feel for the house. Ellie Quick called back within 30 minutes to confirm everything would be fine with the dog (just an additional deposit and deep clean) and then my husband and I started the process to rent our dream family home. Originally we didn't thinking we could find a place closer to the city centre but still have the space we required especially a garden but we did and we are moving in July. Thank you Ellie and Nikki Hamer for the great communication and efficient service.
5/5
GoogleI have let my property through CPS homes cardiff since few years. Especially Tamara Price has been very helpful. All the staff are very experienced, give very efficient and professional service to landlord and tenants. I am highly satisfied with their overall service. They quickly send someone so tenants are happy. Staff know when and how to contact landlords, are able to find right tradesmen for repairs done quickly. they give valuable advice how to keep the property in best shape for letting including video advice and I did not have any period without-tenancy since I signed with them. I get timely rent to my account. I even bought the student property through CPS Homes. Their office is the biggest estate letting agent office I have seen!
1/5
TrustpilotTerrible experience. Messed around.
Made an enquiry to arrange a viewing for a rental property on Forrest Road. We sent CPS all the requested information about employment status, contract type etc. and following this a viewing was booked for 5 days later. On the day of the viewing, 45 minutes before it was due to take place, CPS rang to say that we were not eligible for the property because one of us was on a fixed term contract, despite this being included in the information we provided and after we were told that because of this we'd need a UK Homeowner Guarantor, which we arranged. In response, we offered to pay several months' or a year's rent up front if required. We also said that we could arrange a permanent contract from the employer in a few days, and if so could we view the property and sort this in the mean time. Sophie, whom I spoke to from CPS, did not relay any of these offers to the landlord, and dismissed them of her own accord in a patronising, unpleasant manner. Do not bother with CPS Homes.
Hi Gwilym,Thank you for your review. We’re sorry that your experience with us has been a less than positive one.We’ve looked into your concerns and can see that we could’ve handled your viewing enquiry better than we did. We have addressed the matter internally and will learn from this and improve in the future. We extend our apologies to you for the inconvenience caused.Kind regards,The CPS Homes Team.
5/5
GoogleWe found our perfect house at the first viewing - Jenna who showed us around was super helpful and very friendly
Fab to hear - thanks for the 5 stars Tristan :D
2/5
TrustpilotCommunication was poor with the letting…
Communication was poor with the letting aspect...we paid for an EPC that we already had, a ‘for let sign’ went up without asking...The final part of the transaction when handed over from Nikki H went well and Jordan was very helpful.There seems to be a quiet a arrogance about this organisation.
Good morning Mr Crosby,Thank you for leaving a review. We're sorry that you've experienced difficulties with our team and can assure you that we take your comments seriously. They have been discussed internally and we will learn from them.We mistakenly thought there was no existing EPC on the property, and when our error was realised we swiftly returned the funds you had paid for a new one. Not seeking your permission before a To Let board went up was a mistake, for which we apologise.We're pleased you were happy with the final parts of the transaction. We were delighted to have found you a tenant within two weeks of marketing the property.Kind regards,The CPS Homes Team.
1/5
GoogleThe experience I've had of a friend's dealings with CPS has been dreadful! Not only was the agent CPS, but the landlord was a director. They charged excessive amounts from the deposit for typical wear-and-tear, including £10 for new curtain hooks, and £6 to replace light bulbs. They also made deductions for the removal of items that weren't the tenant's to begin with! Apparently they've been taking tenants’ deposits for years, and Joe Lycett did a programme on it...
Hi Adam, We note that you have not personally had an experience with CPS Homes, so are relying on second-hand, inaccurate information. We are fully aware of the case you refer to. The contract-holder did leave behind a large unit that needed to be removed. Indeed, the contract-holder offered to return to the property to dispose of this a week after the tenancy had ended, but it was too late by then, with no legal right of entry. Occupation contracts are between the contract-holder(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. We would much prefer not have to make a claim from a deposit, as it's far quicker and easier to return a deposit in full. 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, 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 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. 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. Due to this contract-holder’s lack of engagement with the deposit return process, the dispute was progressed to the Deposit Protection Service’s (DPS’) Alternative Dispute Resolution team, which is the dedicated process if a settlement cannot be found between landlord and contract-holder. We provided the DPS with all the evidence we were required to provide for the claim made on behalf of the landlord, and they later paid the landlord the total sum claimed. The contract-holder had an opportunity for the claim to be handled the DPS’ independent adjudicator, but did not take this opportunity as she didn’t provide the DPS with the evidence they required. Neither we, nor the landlord, can be blamed for the contract-holder’s choice not to engage in the DPS’ dedicated dispute resolution procedures. CPS Homes.
5/5
Trustpilot⭐️⭐️⭐️⭐️⭐️
Such a great experience with CPS from both the Sales and Lettings teams. Nathan and Chelsea in Sales were both brilliant and acted urgently to help us secure our new home in a matter of days. Always available to answer questions and make the process as streamlined as possible. Jordan was a star, hilarious and friendly and did a great job of the advert for our buy to let. Already a potential new tenant sourced the very next day. Highly recommended.
5/5
GoogleGreat staff who are always friendly and happy to help. A special thanks to Charlotte Atwell who does a great job with HMO licences and always approachable with any issues no matter how big or small. Keep up the good work.
Hi Deven! This is fantastic to read, thank you - we're very glad you've had such a positive experience with us and have experienced excellent ongoing assistance from Charlotte, we'll be sure to pass your lovely (and definitely well-deserved) comments across to her :) Thanks again!
5/5
TrustpilotThe staff at CPS are always helpful and…
The staff at CPS are always helpful and more recently I have had a tenancy come to an end and they have already found new tenants for the property. They seem to be very proactive and I have always had rent transferred on time with clear statements explaining any deductions. I find them very professional in my dealings with them. Highly recommend them.
Thank you Artie for your kind words and continued business.
1/5
TrustpilotCardiff's most nefarious gangsters
I have had several years experience with CPS Homes, although I am currently not renting through them (which I am incredibly grateful for), they have:-Attempted to overrule our statutory right to privacy by enforcing a policy of 30 minutes warning for 30+ hours a week for house viewings.-Attempted to put our rent up far beyond RPI, without consulting our landlord who promptly prevented them-Attempted to over charge us for fees for damages we were not responsible for, without offering any proofI have proof of all of the above via email paper trails, and when challenged they rolled over every time. This is their strategy - they try and get away with everything, with every one. They obstruct and intimidate anyone who challenges them before eventually relenting after exhausting everyone's energy and time. Most do not have the capacity to challenge them, and end up paying through the nose.When I started renting with them they bribed us with a discount on our fees to write them a five star review before we'd even signed on. Does that sound like the kind of thing a company with confidence in their own conduct would do? Currently they are attempting to charge my partner an illegal fee (we have consulted our renter's union and Shelter Cymru who are in agreement that they are in extremely dubious legal territory) and have resorted to threats again. Gangsters who have shaken down many generations of students, young people, and working class renters who are not fully aware of their rights. They will attempt to shift the blame for all of this on to the landlord and the tenant, but we all know that their function is to milk the tenant for all they are worth, providing value to the landlord without having to subject them to the discomfort of their immorality and the aggression with which they treat tenants (who technically pay their wages). Don't listen to them.What kind of letting agent requires you to front up six months of rent, provide a guarantor, and show proof of employment, while renewing a contract at a house for which you've already paid rent for a year without missing a payment. Obstructive, extractive, exploitative. For further information on their corruption look up 'Joe Lycett's on your side, CPS', it's well documented. They use shell companies run by relatives to fabricate cleaning charges.
Hi Eben,We’re sorry that your experience with CPS Homes was a less than positive one. We’ve reached out to you via Trustpilot’s private messaging platform to establish when and where you rented a property managed by CPS Homes, so we can look at the specifics of your comments. Responding more broadly:- Following feedback from contract-holders, we reviewed and updated our policies and procedures within the viewings process some two years ago, with further enhancements made more recently following the introduction of software that automatically issues notice to current contract-holders. The feedback we receive now is that our notice procedure is both timely and informative, though we’re sorry if it wasn’t when you rented through us.- It’s not for us to decide how much rent contract-holders must pay as occupation contracts are between just two parties: the contract-holder(s) and the landlord. Rents cannot be reviewed or increased within the fixed-term period of a contract, though they are reviewed in line with current market conditions when a fixed-term comes to an end. If contract-holders indicate that they wish to extend their stay beyond the end of their fixed-term, we use our knowledge of the market to advise the landlord what rental income the property would be expected to achieve in the current market, though we always point out that we believe there’s something to be said for having contract-holders they know and trust, so they should be open to renewing contract-holders paying less than what the property would be advertised at for new contract-holders. It’s then the landlord’s decision on how they wish to proceed. If your landlord chose to keep your rent more-or-less the same following our advice, that’s great.- As contracts are between landlord and contract-holder(s), if there are ever any proposed deposit deductions to claim for, it is the landlord who has chosen to submit this claim. 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.Our contract with the landlord stipulates 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, he/she may wish to claim from the deposit for.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. 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 vast majority of potential deposit disputes are settled before they become protracted.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.Finally, all contract-holder-related charges are laid out in the terms of the occupation contract from the outset and we are satisfied that they are legally permissible.All the best,The CPS Homes Team.
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